Global sustainable energy company powers employee experience with Moveworks AI
With AI for support teams, help desk agents focus on transforming the support experience — not routine, button-clicking tasks.
A leader in sustainable energy solutions, making solar power and home batteries more affordable, reliable, and accessible worldwide.
Challenge
Employees struggle to find resources in a complex IT environment
Result
Reduced mean time to resolution (MTTR) from 2-3 days to minutes
The Problem
Balancing rapid growth with efficient support
A leading sustainable energy company has been advancing a greener future by simplifying solar power adoption for consumers globally. This Northern California-based innovator has significantly impacted carbon reduction, equivalent to powering millions of homes annually with clean energy.
The Vice President of IT recognized that creating a seamless experience was crucial both externally and internally. This insight led to exploring AI-powered tools to transform the company's largely manual support process into a fully digital experience.
"We believe that the shift to renewable energy needs to happen as fast as possible," noted the VP. "To make that a reality, we need every single employee — from installers to engineers, service desk agents to contractors — to get what they need in seconds instead of days."
As businesses develop their AI strategies, many leaders with complex, legacy support environments and rapidly growing, geographically dispersed workforces believe they must delay implementing advanced tools until backend systems are optimized. However, this company's IT leadership took a different approach, viewing AI as an immediate opportunity to empower their team and gain insights for improvements.
The IT VP identified key criteria for a successful AI tool:
Immediate functionality without extensive scripting or maintenance
Ability to free up the support team for larger-scale digital transformation projects
Provision of total visibility over the support process to enable project prioritization
"I envisioned leveraging cutting-edge technology to digitize the entire employee support experience," the VP explained. "To empower our employees, we need insights, and for that, Moveworks' AI is the backbone."
The Solution
Implementing AI for seamless support and communication
In May 2020, the company deployed an AI-powered solution. This tool instantly resolves tech problems and answers policy questions on the company's Microsoft Teams platform. Whether an employee needs to troubleshoot a device, get information on health care benefits, or fill out an expense report, they can reach out to the AI Assistant and get an answer immediately.
The AI solution has transformed the employee experience by masking the complexity of getting help at work. On average, the AI Assistant autonomously answers 470 employee questions and unlocks over 550 accounts per month, resulting in significant time and energy savings for the support team. It has also streamlined the management of contractors and temporary employees by automating access processes and reminders.
The solution's ability to understand company-specific language and hold real conversations has been crucial to its success. It continuously learns how employees ask for help, serving up the best answer for each employee at the right time.
The Result
Enhanced efficiency and employee satisfaction
The implementation of the Moveworks AI Assistant has yielded impressive results:
40% of all employee support requests are now resolved in seconds.
85% of employee issues, from simple to complex, are resolved in less than 4 hours.
Employee satisfaction with the AI solution has reached 96%.
The support team has been freed up to focus on larger-scale, systemic improvements.
Internal communications have become more targeted and effective, with real-time analytics on message engagement.
Onboarding processes have been streamlined, allowing new employees to focus on building relationships rather than navigating multiple systems.
The AI solution has not only improved day-to-day operations but has also paved the way for implementing other advanced tools. By starting their AI journey with this solution, the company has gained the bandwidth and insights required to focus on future innovations.
As the AI's capabilities expand beyond IT to other departments like HR and Finance, it continues to demonstrate the value of embracing AI in creating an optimal employee experience. The success of this implementation has set a new standard for employee support in the company, aligning perfectly with their goal of building the best possible work environment.
Key integrations
