Moveworks - Enterprise AI Assistant for End-to-End Task Automation

What Is Moveworks?

Imagine starting your workday with a simple message: "I need access to the marketing analytics dashboard" or "Can someone approve my expense report?" Instead of navigating through multiple systems, waiting in queues, or explaining your issue to multiple support agents, you get an instant response—and the task gets done. This is the reality for over 5 million employees at companies like Toyota, CVS Health, Broadcom, and Snowflake who use Moveworks every day.

The Problem: Enterprise Support Is Broken

If you work at a mid-size or large company, you've probably experienced this: an IT issue that takes days to resolve, an HR question that gets bounced between departments, or a simple request that gets lost in the shuffle. Your IT and HR teams are overwhelmed—buried under repetitive tickets while strategic projects pile up. The traditional model of enterprise support simply can't keep up with modern workforce demands.

Introducing Moveworks: The AI Assistant Platform That Gets Work Done

Moveworks is the first platform to deeply combine Agentic AI with an enterprise-grade Reasoning Engine. Unlike chatbots that just search knowledge bases, Moveworks can actually understand, plan, execute, and adapt to employee requests—completing end-to-end task automation across your existing business systems.

Here's what makes Moveworks different: when you ask for help, its AI doesn't just find a relevant article. It reasons about your actual goal, breaks down the steps needed to accomplish it, and then executes those steps across your connected systems—whether that's ServiceNow, Workday, Salesforce, or any other enterprise application.

By the Numbers

Moveworks isn't just a promising startup—it's a proven enterprise solution:

• 350+ leading enterprise customers trust Moveworks
• 5 million+ employees use the platform daily
• 10% of Fortune 500 companies rely on Moveworks
• ServiceNow acquired Moveworks in 2024 for $2.85 billion, validating its market leadership

Companies like Toyota, CVS Health, Broadcom, and Unilever have deployed Moveworks across their organizations, and the results speak for themselves: 88% autonomous resolution rates, millions saved in support costs, and significantly improved employee satisfaction.

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Core Features of Moveworks

What can Moveworks actually do for your organization? Let's walk through the platform's key capabilities—all designed to automate repetitive tasks, accelerate resolutions, and free your teams to focus on work that matters.

AI Assistant: Your Always-On Support Agent

Moveworks AI Assistant is the flagship capability that employees interact with most. Powered by the Reasoning Engine, it understands natural language requests—no need to learn specific commands or keywords. Whether an employee asks "How do I reset my password?" or "I need to request time off for next week," the AI comprehends intent and takes action.

What sets it apart: Moveworks doesn't just provide answers. It completes tasks. If an employee needs software installed, the AI can trigger the installation workflow. If someone needs their expense report approved, it can route the request and follow up. This is true end-to-end automation, not just information retrieval.

Performance data: 88% autonomous resolution rate, with average response times measured in seconds.

Enterprise Search: Answers That Understand Context

Sometimes employees just need information, not action. Moveworks Enterprise Search provides instant, context-aware answers across all your business applications. The system understands what employees are looking for—even when they don't use exact keywords—and delivers relevant results based on their role, location, language, and access permissions.

Performance data: Equinix achieved 96% ticket routing accuracy after implementing Moveworks Enterprise Search.

Agent Studio: Build Your Own AI Agents

Every organization has unique processes. Agent Studio is Moveworks' low-code/no-code development environment that lets your teams build and deploy custom AI agents without requiring deep technical expertise. Whether you need an agent for IT asset management, HR benefits enrollment, or facilities maintenance, Agent Studio provides the tools to create, test, and scale intelligent agents.

Performance data: Over 10,000 AI agents have already been built on the Moveworks platform.

AI Agent Marketplace: Ready-to-Deploy Solutions

If building from scratch isn't your style, the AI Agent Marketplace offers over 1,000 pre-built, production-ready AI agents. These cover scenarios across IT, HR, Finance, Sales, Marketing, and Engineering. Every agent has been validated in enterprise environments, so you can deploy quickly with confidence.

Reasoning Engine: The Brain Behind the Platform

At the heart of Moveworks is the Reasoning Engine—a sophisticated AI system designed specifically for enterprise support. It doesn't just respond to queries; it thinks through problems. When faced with a complex request, the engine decomposes it into manageable steps, determines the right sequence of actions, and executes them autonomously.

Key capabilities include:

• Multi-model driving: Combines open-source and proprietary models for optimal performance
• Modular agentic architecture: Flexible design that scales with your needs
• Responsive reasoning: Adapts to how employees express themselves, asking clarifying questions when needed
• Continuous optimization: The engine automatically improves, incorporating the latest AI advancements

Knowledge Studio: Turn Support Data into Help Content

Your support tickets and resolutions contain valuable knowledge. Knowledge Studio uses AI to automatically extract insights from your support data and transform them into structured help documentation. This means your knowledge base grows and improves automatically—without manual curation.

Employee Experience Insights: Data-Driven Improvement

How do you know if your AI deployment is working? Employee Experience Insights provides real-time analytics dashboards that reveal deployment performance, identify trends, and pinpoint areas for continuous improvement. Make data-informed decisions about your employee experience strategy.

Productivity Boost: AI Tools for Daily Work

Beyond support automation, Moveworks includes productivity-enhancing features like Quick GPT (for quick AI-assisted writing) and Brief Me (for summarizing lengthy content). These tools integrate directly into the workflows employees already use.

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Who's Using Moveworks

Moveworks serves organizations across industries, but it's particularly valuable for mid-size to large enterprises where support requests number in the thousands each month. Here's how different types of organizations benefit:

IT Service Management: Reducing Ticket Overload

If your IT team spends most of their time on repetitive Level 1 support—password resets, software access, printer issues—you're not using their skills effectively. Moveworks automates these routine requests so your IT staff can focus on strategic projects.

Real results: Broadcom achieved an 88% autonomous resolution rate. Equinix shortened ticket lifecycle by one-third. Toyota reduced mean time to resolution (MTTR) to be 400 times faster than industry averages.

Employee Experience: Making Work Easier

Employees shouldn't need to navigate complex internal systems or wait hours (or days) for answers. Moveworks provides a unified AI assistant that works across all your systems, delivering consistent, high-quality support.

Real results: Procore reports 98% employee satisfaction. Unity achieved 90% employee satisfaction with Moveworks.

HR Support Automation: Freeing HR to Think Strategically

HR teams are constantly bombarded with questions about benefits, policies, time-off requests, and payroll. These questions are important, but they prevent HR professionals from working on talent strategy, culture initiatives, and employee development.

Real results: BambooHR customers reduced ticket volume by 20-30%, allowing HR teams to redirect energy toward strategic work.

IT Cost Optimization: Doing More with Less

For organizations looking to optimize IT spending without sacrificing service quality, Moveworks delivers substantial cost savings through automation.

Real results: A Fortune 500 aerospace manufacturer reduced L1 support contract costs by 75% and sped up approvals by 60 times. West Monroe saved $1.4 million in one year—a 40% cost reduction.

Employee Onboarding: Getting New Hires Productive Faster

New employee onboarding typically involves multiple systems, multiple approvals, and lots of waiting. Moveworks automates account creation, software configuration, and onboarding training delivery.

Real results: Procore integrated over 500 new employees in just 3 months. A professional networking platform onboarded 500+ new employees in 3 months.

Employee Self-Service: 24/7 Instant Support

When employees can solve their own issues without waiting for support, everyone wins. Moveworks provides around-the-clock instant responses.

Real results: Amadeus saves over 16,000 employee hours per month. Ciena saw 20% quarterly growth in self-service adoption.

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Technical Architecture

If you're evaluating Moveworks for your organization, understanding the technical foundation helps you assess fit, integration requirements, and security posture. Here's what underpins the platform:

The Reasoning Engine: Enterprise-Grade Intelligence

Moveworks Reasoning Engine is specifically designed for enterprise support scenarios—it's not a general-purpose chatbot adapted for business use. The engine can handle complex, multi-step requests by breaking them down into logical sequences, determining dependencies, and executing across connected systems.

How it works: When an employee submits a request, the Reasoning Engine doesn't just match keywords. It understands the underlying goal, identifies what systems need to be accessed, determines the correct sequence of actions, and executes them autonomously. If it encounters ambiguity, it asks clarifying questions before proceeding.

Modular Agentic Architecture

The platform uses a modular architecture where specialized agents handle different types of requests. This design offers several advantages:

• Flexibility: Add or modify agents without affecting the entire system
• Scalability: Handle increased request volumes by scaling specific components
• Specialization: Each agent can be optimized for its specific domain
• Reliability: Failure in one agent doesn't cascade to others

Multi-Model Intelligence

Moveworks combines multiple AI models—both open-source and proprietary—to deliver optimal performance across different request types. This approach ensures the right model handles the right task, improving accuracy and efficiency.

Security and Compliance

Enterprise customers have rigorous security requirements, and Moveworks delivers:

Certifications:

• ISO/IEC 27001:2013 (Information Security Management)
• ISO/IEC 27017:2015 (Cloud Service Security)
• ISO/IEC 27018:2019 (PII Protection)
• ISO/IEC 27701:2019 (Privacy Information Management)
• SOC 2 Type 2 (Security, Confidentiality, Availability, Privacy)
• CSA Star Level 2 (Gold)
• FedRAMP (Government-grade)
• GDPR and CCPA compliant

AI Security Practices:

• Customer data is never used to train global generative models
• Content moderation filters prevent harmful outputs
• Fact-checking optimizations improve accuracy
• Prompt injection protections defend against attacks
• Query risk assessment identifies potential issues
• Deterministic identity verification ensures secure authentication

Data Security:

• Encryption at rest and in transit
• Strict access controls
• PII data masking
• Data minimization principles
• AWS cloud hosting (US Commercial, EU Commercial, US Government Cloud, Canada, Australia)

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Ecosystem and Integration

One of Moveworks' greatest strengths is its ability to connect with your existing enterprise infrastructure. Here's how the platform fits into your broader technology ecosystem:

Broad Application Support

Moveworks integrates with all major enterprise applications including ServiceNow, Workday, Salesforce, SAP, Microsoft 365, Google Workspace, Jira, Slack, Teams, and hundreds of others. The platform uses quick connector setups and supports MCP (Model Context Protocol) for streamlined integrations.

AI Agent Marketplace: Your Ready-Made Solution Library

With over 1,000 pre-built AI agents available, the Marketplace offers turnkey solutions for common enterprise scenarios:

• IT agents: Password reset, software access, hardware requests, incident management
• HR agents: Benefits questions, policy information, time-off requests, onboarding
• Finance agents: Expense reporting, budget queries, invoice processing
• Sales agents: Pipeline updates, client information, territory management
• Marketing agents: Campaign management, asset access, brand compliance
• Engineering agents: Code review, deployment requests, environment access

Every agent in the Marketplace has been validated in production environments, so you're deploying proven solutions—not experiments.

Developer Tools: Agent Studio

For organizations with specific requirements, Agent Studio provides a complete IDE for designing, testing, and scaling custom AI agents. The low-code/no-code interface means business analysts can contribute to agent development without deep programming expertise, while developers can access advanced customization options when needed.

ServiceNow Partnership

In 2024, ServiceNow acquired Moveworks for $2.85 billion—a transaction that validates Moveworks' technology leadership and creates powerful integration opportunities. The platforms now work together even more deeply, combining Moveworks' AI capabilities with ServiceNow's enterprise workflow leadership.

This partnership means:

• Deeper integration with ServiceNow ITSM and HRSD
• Combined AI solutions for broader automation scenarios
• Accelerated product development and innovation
• Continued commitment to independent product operation

Deployment Options

Moveworks is delivered as a cloud service from AWS infrastructure, with deployment options to meet geographic and compliance requirements:

• US Commercial Cloud
• EU Commercial Cloud
• US Government Cloud (FedRAMP authorized)
• Canada
• Australia

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Frequently Asked Questions