Leidos sees 99% reduction in resolution time with Moveworks
Generative AI drives productivity at federal scale
Leidos is a Fortune 500® technology innovator rapidly addressing vexing global challenges in national security, health, and other critical sectors. With 47,000 employees worldwide, this leading federal solutions provider headquartered in Reston, Virginia, reported $15.4 billion in annual revenues for the fiscal year 2023.
The Problem
Leidos seeks to maintain agility at scale
Leidos’ support operations are defined by scale and complexity. With hundreds of mission-critical programs and a vast portfolio of enterprise applications, delivering an agile and supportive employee experience is a constant challenge for company leaders.
“At Leidos, we navigate an extraordinary level of complexity,” said Brian Hobbs, VP of Enterprise Applications. “Maintaining smooth operations at our scale is a monumental task. We’re not just aiming for seamless functionality but also striving for innovation to keep Leidos at the cutting edge. Our challenge is to navigate this complexity and help our people be productive.”
Providing IT support across Leidos’ enterprise presented immense challenges:
Maintaining a vast technology ecosystem of hundreds of applications
Adhering to stringent federal security and compliance requirements
Enabling productivity for a global workforce across multiple sectors
To address these obstacles, Leidos sought an enterprise-ready AI solution that could enhance support through advanced natural language capabilities, seamlessly and securely integrate with existing systems, automate routine tasks to drive efficiencies, and increase employee productivity and satisfaction.
With the rise of generative AI tools raising workforce expectations for consumer-grade experiences, Leidos prioritized a proven AI platform over building one themselves.
The Solution
Introducing Iris, AI Copilot powered by Moveworks
In October 2023, Leidos introduced Iris — an AI copilot powered by Moveworks' enterprise-grade platform. What sets Iris apart is Moveworks’ unique combination of generative AI, advanced natural language processing capabilities, and deep integrations with enterprise systems. This powerful trifecta allows Iris to securely handle Leidos’ massive scale and complexity while adhering to federal standards.
From deployment, Iris exceeded expectations by resolving IT issues proactively through its conversational interface before reaching support staff. “The number of times Moveworks resolves issues before they become tickets is incredible,” remarked Hobbs. Moveworks’ enterprise-grade architecture enables Iris to integrate securely with critical systems, querying knowledge bases and automating workflows.
Since deploying Iris, Leidos has seen a marked increase in employee satisfaction with IT support. The user-friendly AI assistance has been a welcome change from traditional self-service channels. “Before Moveworks, our IT support felt fragmented and impersonal,” commented Hobbs. “But with Moveworks, it’s like having a knowledgeable coworker you can just ask. It makes self-service so much easier.”
Beyond improving support directly, Iris has driven greater adoption of Leidos’ other IT investments by seamlessly guiding employees to resources within tools like Igloo and surfacing solutions directly in Microsoft Teams. By transforming IT support into a conversational, self-service experience through Moveworks’ AI, Leidos has enhanced productivity and employee sentiment across its enterprise.
“Generative AI is really changing the game for how companies handle support. Leidos is leading the charge, and Moveworks is helping us make it work on a huge scale.”
The Result
The expanding impact of enterprise AI
Leidos' implementation of Moveworks' AI solution, Iris, significantly reshaped their approach to service delivery. The introduction of a conversational AI copilot transformed the employee experience. By deflecting thousands of routine tasks from IT support staff, Iris empowered employees to resolve issues independently, boosting overall satisfaction and productivity.
This choice wasn't just about convenience. Leidos, as a federal contractor, operates under strict security protocols. Moveworks' secure, enterprise-grade architecture provided the peace of mind they needed. The platform's segregated data storage and rigorous certifications ensured Leidos could confidently embrace AI innovation without compromising security.
But the true power of the partnership lies in its future potential. Moveworks' Creator Studio, a low-code development platform, empowered Leidos to rapidly build customized AI workflows. This agility ensures Iris can adapt and evolve alongside Leidos' changing needs.
Looking ahead, Leidos' partnership with Moveworks positions them to leverage advancements in generative AI and continuously transform service delivery across the organization.
Key Integrations
