Chat-based requests have streamlined daily workflows but custom UI paths still need improvement
What is our primary use case?
I am currently working in ServiceNow at Symbiotic Consulting Group as a software developer. I have been using Moveworks for two years now.
We have ServiceNow integrations with Moveworks, such as filling all the catalog items that we have created. When requests come in, we handle them directly through Moveworks. We extract all necessary data from there.
We use Moveworks for catalog items so that users do not have to navigate to ServiceNow and fill out forms manually. Instead, we utilize it directly in Teams. Users can simply state that they need hardware, and the form appears right there in Teams, asking questions and collecting all necessary information to create a request.
Moveworks functions as a bot that we use in Teams. It serves as a hub containing all the platforms available in our company. It is a centralized place where we can go at any time and ask anything related to any product that we have in our company. We have integrated it with most of our products, enabling us to create requests, ask questions, retrieve information, and use it similarly to ChatGPT for correcting our work. We can ask it what kinds of things we can accomplish. For company-related matters, if a user has any PTO, we can ask how many PTOs we have right now and check PTO balance and other related information.
What is most valuable?
The main feature Moveworks offers is the out-of-the-box functionalities that Moveworks provides, which include creating requests and showing the requests that I currently have. If anyone approves a request, I can receive notification. If any request is open for me for approval, I can approve it from Teams itself without having to navigate to ServiceNow. We can accomplish almost anything and can utilize it for most of the purposes that we do regularly.
Moveworks has impacted our organization positively. We have been using Moveworks for two years now, and it is very good. I have utilized it for most of the purposes. Since I am the developer in ServiceNow, I integrated it with ServiceNow and performed all those configurations, including how Moveworks will pick all that data from ServiceNow, the integration of it, and how it works. It has impacted a lot of things in our company and has saved a tremendous amount of time.
What needs improvement?
Moveworks can definitely be improved. Currently, we have to do most of the things on our own, such as creating UI and APIs for how things will work. There are not many things that Moveworks is supporting right now. I would say it should have some features that are already present in other bots, so they should focus on those more.
Currently, Moveworks has UI policy restrictions and client script restrictions. I think they should edit it so that all these UI policies and other things are allowed. If there are some forms in Moveworks, it should capture that form and ask it in the chat from the user, taking answers one by one, rather than presenting a form to users. This would have a very positive impact.
What do I think about the stability of the solution?
Moveworks is definitely stable in my experience. Until now, in two years, we have not experienced any downtime.
What do I think about the scalability of the solution?
Moveworks's scalability has definitely handled growth and increased usage well. If I compare it to two years ago, it was not that compatible with all those technologies that were available. They are gradually increasing all those things right now and making it compatible with other devices and systems as well.
How are customer service and support?
I have reached out to customer support for Moveworks many times. Whenever I have any issue related to Moveworks, especially because I was doing development on Moveworks as well, I had some questions, and they were very helpful with those matters. I would rate customer support ten out of ten.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
Before choosing Moveworks, we were considering other solutions. There were a few more bots and alternatives available, but we chose Moveworks instead because their presentation, their bot appearance, and all those things were really fantastic in the demo.
To be honest, I do not remember all the options properly before choosing Moveworks because it has been two or three years now. There were a lot of options that we were considering, but the Moveworks presentation that we received at the time of the demo was very good, so we purchased it at that time.
What was our ROI?
We have definitely seen a return on investment with Moveworks. I do not have specific information about money saved, but I can definitely say that Moveworks saved a tremendous amount of time for us in many areas. It has been very good.
What other advice do I have?
Most of the things I have already discussed about the features, but the unexpected thing was creating paths on our own.
Before using Moveworks, it used to take almost three to four minutes for a person to navigate to ServiceNow and check what requests they have. Now, if they need to check, they simply add one sentence asking if they have any requests open and to show them all those requests, or ten requests, or twenty requests, however many they have. They can check it in one second without having to leave the Teams system.
Moveworks is a very good platform if you utilize it well. They have a lot of features that you would not know about unless you ask. I would recommend asking the customer success manager. They will let you know what kinds of things you can utilize in your organization with Moveworks. We did not know we could have reminder approvals. We can get a reminder after one week, which was also helpful. You can ask the customer success managers whenever you are working with Moveworks what all things you can utilize in your organization.
I would say they are doing very good work, but they have to maintain very high standards because the market is growing very frequently. They need to think of scenarios where others are not thinking. They should consider what all things they can do and what all products they can integrate with. My overall rating of Moveworks is seven out of ten.
Integrated HR processes have saved employee time and now streamline API workflows through one chatbot
What is our primary use case?
My main use case for Moveworks is Workday, and I am integrating Workday with Moveworks. For example, I fetch my legal name using my API, which I have built on the compound action and conversational process and plugins for users to access it. I am also providing prompts so that employees can ask for their legal name or anything else on the chatbot, which is Otter via Moveworks.
If Moveworks were not available, I would have to create middleware and integrate with all the APIs. Now that Moveworks is in place, I can connect all the APIs with Moveworks and use that via the bot while providing prompts.
My organization already had a chatbot and different third-party integrations such as Replicon, Workday, and Salesforce. Moveworks has been very useful for those integrations in my company, allowing us to use that privately without going to the third party to do all those things on Workday. We can simply go to Moveworks chatbot and type in whatever we need to update, edit, or find, including file ingestion and user ingestions.
What is most valuable?
Moveworks has reduced employee time because initially, employees used to spend so much time going to the third party to do all those jobs. Now they can simply do it via Otter, which is Moveworks, and this has saved much time and provided accurate results as well.
Moveworks offers different environments, such as a sandbox and a production environment, which differentiates my various use cases. We can integrate as many APIs as we want, whether they are XML, SOAP, or REST APIs.
What needs improvement?
More use cases can be added to the agent marketplace so that it is easier for us to integrate. The visibility, settings, and permissions should be more clear.
Moveworks can provide easy methods and methodologies to continue working on agent studio and save time on the settings and permissions that Moveworks offers.
More use cases can be added to the agent marketplace and the YAML or the DSL methods can be simplified, adding more methods to make it easier for us to create compound actions. Currently, we lack clarity about the DSL used in Moveworks, with only a few examples in the documentation.
For how long have I used the solution?
I have been using Moveworks for two years.
What do I think about the stability of the solution?
How are customer service and support?
Customer support is really great and they help us a lot by providing examples and screenshots. Sometimes they implement solutions when we encounter issues.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
I previously used Azure, where I created middleware and deployed it. Moveworks has been really effective for us in doing API implementations.
Which other solutions did I evaluate?
I did not choose any option. Moveworks was given to me by my head.
What other advice do I have?
I have no business relationship with this vendor other than being a customer. My overall review rating for Moveworks is nine out of ten.
Effortless IT Support and Efficiency with Moveworks
What do you like best about the product?
Moveworks is very easy to use and proves to be highly efficient when used correctly. Its AI integration is impressive. The platform is particularly effective for organizations and teams, helping to save time, streamline IT support, and boost overall efficiency. Implementation is straightforward, and even if you lack prior experience with similar tools, you should have no trouble using Moveworks. The service also places a strong emphasis on robust security measures to protect the confidentiality and integrity of information.
What do you dislike about the product?
At times, the response time can be slow. Additionally, if your company relies on older software deployment methods, Moveworks might not be the best fit, as integrating it with existing systems can require significant effort. It's better tool if you're using iserve.
What problems is the product solving and how is that benefiting you?
Moveworks addresses the challenge of slow and manual employee support by automating IT, HR, and finance requests using conversational AI. Rather than waiting hours or even days for ticket resolution, employees receive immediate assistance within familiar tools such as Slack or Teams. This automation relieves IT and HR teams from repetitive tasks, allowing them to concentrate on more strategic initiatives. Additionally, it enhances the employee experience by offering 24/7 multilingual support, making it especially valuable for organizations and customers spread across different countries and regions.
Good UI for Study with Room for Improvement
What do you like best about the product?
I find Moveworks particularly helpful for my studies, assisting me significantly with research and assignments. The user interface stands out to me as a major positive aspect, making the experience of using Moveworks seamless and intuitive. The documentation provided is detailed and enhances the overall user experience, ensuring that I can navigate and utilize the platform effectively. These features collectively contribute to a beneficial and supportive tool for my academic needs.
What do you dislike about the product?
I find the login page and dashboard in Moveworks to be problematic.
What problems is the product solving and how is that benefiting you?
I use Moveworks to assist with research and assignments, benefiting from its user-friendly interface, helpful documentation, and overall positive user experience.
Effortless and User-Friendly Experience
What do you like best about the product?
Easy to work with on a basic tip of editing.
What do you dislike about the product?
It does have some limitations that can slow down your work. Additionally, when it comes to editing and adding features, you may find that you can't accomplish much.
What problems is the product solving and how is that benefiting you?
I'm not entirely certain, but I still think it's a good option.
Revolutionary AI Automation with Outstanding NLP
What do you like best about the product?
The best aspects of Moveworks are its superior Natural Language Processing (NLP), which allows the AI to genuinely understand complex, multi-step employee requests; and its agentic automation capability to resolve those issues end-to-end across multiple enterprise applications (IT, HR, Finance) without human intervention, leading to significant productivity gains and reduced ticket resolution times.
What do you dislike about the product?
The most common point of friction with Moveworks is the complexity and time commitment required for deep integration and tuning, especially outside of core ServiceNow environments.
What problems is the product solving and how is that benefiting you?
Moveworks solves the problem of employee friction and slow support resolution by acting as an AI-powered universal copilot. This benefits us by significantly automating repetitive IT and HR tickets (often 50%+ ticket deflection), allowing support teams to focus on strategic work while providing employees with instant, 24/7 answers right in Slack or Teams.
Instant IT Support, Saves Time
What do you like best about the product?
I primarily use Moveworks for quick IT assistance at work, like resetting passwords and gaining access, which significantly streamlines these processes for me. I appreciate how much time it saves by eliminating the need to wait for IT support and removing the typical back and forth communication. Moveworks provides quick answers without the necessity of opening a ticket, resolving issues in a minute or two. This convenience is crucial, as it allows me to resolve small tasks like password resets promptly. The integration with Slack is also beneficial, as it keeps me updated if my tickets are resolved, enhancing communication efficiency. I value these aspects because they directly contribute to a more seamless and productive work experience.
What do you dislike about the product?
NA
What problems is the product solving and how is that benefiting you?
I use Moveworks for quick IT help, saving time and eliminating back-and-forth with IT. It provides instant resolution for tasks like password resets without needing to open a ticket.
Effortless IT/HR Automation with Seamless Integrations and Analytics
What do you like best about the product?
Automates IT/HR support efficiently with AI.
Integrates well with tools like Slack, Teams, and ServiceNow.
Improves employee experience and response time.
Provides useful analytics and insights. easy implementation of data
What do you dislike about the product?
Expensive for smaller organizations.
Limited deep customization.
Dependent on integration quality.
Occasional AI context or language gaps.
What problems is the product solving and how is that benefiting you?
Automates routine tasks: Quickly resolves common IT or HR issues (like password resets, access requests, FAQs) without human help.
Saves time: Reduces ticket load and response time for support teams.
Improves productivity: Employees get instant answers directly in Slack or Teams.
Enhances employee experience: Provides 24/7 support and consistent service quality.
Data-driven insights: Offers analytics to track issues, trends, and efficiency improvements.
Improve Workflow Automation
What do you like best about the product?
Its a nice backend for creating intractive workflow
What do you dislike about the product?
its a taking time for login and not have proper deatils
What problems is the product solving and how is that benefiting you?
Its integrates well with tools like Slack, Teams, ServiceNow & AI chatbot actually resolves issues without needing human agents.
Boosts efficiency and significantly reduces operational costs
What is our primary use case?
We use
Moveworks mainly for
ITSM items, approvals on various tasks, password resets, knowledge FAQs, request items, and file support tickets. We also use it for consultant and vendor onboarding and off-boarding. The
Moveworks agents are used purely for service desk and help desk operations. It performs the work equivalent to approximately 15 humans per week.
What is most valuable?
They handle all the training and implementation work, making it very easy to use. It integrates into
Slack and connects with
ServiceNow effortlessly. The only limitation is getting all the service requests or features in
ServiceNow that it can learn.
Anyone can use it through
Slack by simply asking questions to receive answers.
We partnered with them to build a
Workday integration for requesting and checking time off. They are expanding across the enterprise as a co-pilot, integrating with HR, finance,
Keeper, and
Salesforce. We also use their communications module, which allows scheduled communications to be sent through Slack or Teams. These communications are personalized for each recipient. When comparing email engagement rates of 3% to Moveworks' 12%, the platform reaches approximately four times more people.
What needs improvement?
There is always room for improvement, though it depends on how complicated one wants to make it. For our needs, it has served its purpose effectively. The expansion into enterprise-wide integration capabilities shows promising development.
For how long have I used the solution?
We signed an agreement with Moveworks in 2019.
What do I think about the stability of the solution?
The system is very stable.
What do I think about the scalability of the solution?
It scales easily as needed when modules are activated.
How are customer service and support?
The customer service is very responsive and excellent. Being an early adopter may have contributed to this experience. They are integrated and responsive in our Slack environment.
How would you rate customer service and support?
What was our ROI?
The solution saves us approximately three-quarters of a million dollars per year. The cost effectiveness depends on keeping the agent costs below the license fee. Different organizations may negotiate different deals, making it difficult to make direct comparisons.
What other advice do I have?
The value proposition depends on several factors including your setup,
ITSM tools, enterprise applications, and volume of requests. For reference, we handle approximately 12,000 calls and tickets monthly, which makes the solution particularly beneficial in reducing routine calls.
We were an early adopter and partner, collaborating on the
Workday integration. Our partnership included quarterly meetings with the President and product team, and we spoke at various events with them.
Regarding support, achieving seven or eight out of ten indicates excellent performance, as perfect support is virtually impossible to achieve.
This review rates Moveworks as 10 out of 10.
