Moveworks
MoveworksReviews from AWS customer
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Fastest bot ever
What do you like best about the product?
It's quick and accurate at responses. It catches all the requirements so fast!
What do you dislike about the product?
none so far. it fully fits the requirements of automatic help for the end users.
What problems is the product solving and how is that benefiting you?
automatic self-service for help desk
Enhancing Employee IT Support, Experience and Engagement through Conversational AI
What do you like best about the product?
The Conversational AI aspects of the product are great. Inability to understand our employee conversations was the risk we were mitigating as we started to slowly roll it out, however, once we saw how reliably the bot would understand the intent and the context, we scaled out to the entire organization in a matter of weeks. With the extensibility of the product across the application ecosystem like Service now and its message API, we are uncovering new use cases that facilitate our underpinning strategy - " The Right Information to the Right Person, Taking Right Action at the Right time". With our focus on data analytics to drive insights, the product has helped us solve reverse "Machine to employee" initiated interactions helping remove man in the middle. As a result, we are able to optimize our support staffing while reaching a scale that was earlier not afforded.
Measuring IT Service desk success by measuring merely the SLA's delivered against the count of tickets reported in my opinion remains a low measurement baseline for technology support success. The employees typically won't call in if they don't have to and as a result a typical organization has what i call "Latent demand" - employees don't like waiting in a call queue unless it is last resort. Moveworks, for us facilitated a no-wait engagement model with state of art conversational AI we could rely on to gather employee intent helping open up doors for the latent demand backed by analytics to uncover aspects of Technology support issues users wont typically report on. While driving high resolution rate and meeting our employees within the most prestigious real estate in the Hybrid world - MS Teams, it has been a perfect fit within our eco-system that also enables for us proactive operational insights and now a good engagement model for "Just in Time" action and employee engagement
Measuring IT Service desk success by measuring merely the SLA's delivered against the count of tickets reported in my opinion remains a low measurement baseline for technology support success. The employees typically won't call in if they don't have to and as a result a typical organization has what i call "Latent demand" - employees don't like waiting in a call queue unless it is last resort. Moveworks, for us facilitated a no-wait engagement model with state of art conversational AI we could rely on to gather employee intent helping open up doors for the latent demand backed by analytics to uncover aspects of Technology support issues users wont typically report on. While driving high resolution rate and meeting our employees within the most prestigious real estate in the Hybrid world - MS Teams, it has been a perfect fit within our eco-system that also enables for us proactive operational insights and now a good engagement model for "Just in Time" action and employee engagement
What do you dislike about the product?
The pace of product development and the introduction of new capabilities have been commendable. We like to measure success through Key metrics to drive operational execution and channel management across Support. The Key performance indicators built within the Product were initially lacking good insights. The product team listened to us very well and now driving maturity around performance analytics within the product. Great progress made recently; while it started off with tailored reporting, I now have access to the Executive dashboard that highlights product performance as well as the business value it is generating. The gap in reporting has since decreased and the product maturity is on a continual uptrend in this regard.
What problems is the product solving and how is that benefiting you?
Helping employees get instant support 24x7 and improving resolution rates in low-tier unmanned channels.
With the recent introduction of the product across HR support, we are now able to offer our employees an easy Single go-to channel for all their IT/HR support needs.
The product integrates with key applications within our ecosystem, which is allowing us to deflect resolutions to the right channel and also proactively present resolution.
The product has enabled a streamlined strategy for self-service and self-heal use case enablement all geared to get our employees back to their work ASAP while optimizing operations.
We have taken our business of employee engagement outside emails, now using AI Chatbot to share pertinent information focusing on employee enablement.
With the recent introduction of the product across HR support, we are now able to offer our employees an easy Single go-to channel for all their IT/HR support needs.
The product integrates with key applications within our ecosystem, which is allowing us to deflect resolutions to the right channel and also proactively present resolution.
The product has enabled a streamlined strategy for self-service and self-heal use case enablement all geared to get our employees back to their work ASAP while optimizing operations.
We have taken our business of employee engagement outside emails, now using AI Chatbot to share pertinent information focusing on employee enablement.
Moveworks is the answer to your solution if you want a great AI chatbot!
What do you like best about the product?
The ability to have a great partnership with Moveworks and working together to provide fast and repeatable solutions to our Healthcare employees.
What do you dislike about the product?
The only downside is getting adoption and making people understand the importance of streamlining and automating processes. Some people are just used to picking up the phone and calling the help desk so we have to convince them that this is the way!
What problems is the product solving and how is that benefiting you?
Self Service password resets will take the strain off of the help desk. Also, by driving adoption, the help desk call volume will decrease and free up workers to do other meaningful tasks day-to-day. Moveworks also assists with basic tasks like software deployments, employee lookups, email distribution list updates and tipsheets and other instructional documents that end users can leverage for self help.
Moveworks impact for Employee Support
What do you like best about the product?
Moveworks in our installation has a very simple interface and creates a much more straightforward way to interact with tickets instead of the ServiceNow UI
What do you dislike about the product?
I would like to see more flexibility in the UI instead of the card-based flow in Teams.
What problems is the product solving and how is that benefiting you?
Moveworks is reducing the friction for employees in interacting with approvals and tickets by connecting to them where they are (Microsoft Teams and Slack) and empowering them to quickly get back into their flow.
Recommendations to others considering the product:
Moveworks has been a tremendous partner over the past two-plus years we've been working with them.
Impactful virtual chat product
What do you like best about the product?
AgentAsk (our internal brand for Moveworks) resolved 4,800 IT-related incidents in the month of May alone, saving end-user and service desk agent time in the process; We’ve been co-innovating with the Moveworks team on new use cases to further increase impact.
What do you dislike about the product?
No dislikes, looking to move faster with our focus on improving all first-contact experiences through process and technology advancements and Moveworks is a centerpiece for this initiative!
What problems is the product solving and how is that benefiting you?
Assisting in the reduction of L1 service desk members through the use of automating IT incidents. Expanding the product into areas like HR and deploying additional use cases through the Moveworks API.
Great solution for the busy businessman!
What do you like best about the product?
I really love how easy it is to solve my problems all though Slack and have tickets automatically created and updated
What do you dislike about the product?
I usually have to be connected to an agent, but it's still pretty seamless
What problems is the product solving and how is that benefiting you?
Helps me solve IT related issues faster
Great partnership with the Moveworks team!
What do you like best about the product?
The product is one of the best I have used with the natural language processing deep learning focus. That coupled with the strength in the partnership throughout the course of our relationship has led to enabling us to achieve our results of 51% of all tickets being resolved by the BOT. From and end-user experience we get high praise. In addition by freeing up needed resources to focus on more complex issues, we improved our scalability, SLA's and first-call resolution rates. I have used several other BOT's in my past and this is by far the easiest and the most successful BOT I have seen both internal to IT and for our end-users.
What do you dislike about the product?
Really no downsides other than the incremental cost but that is more than offset by reductions in help desk efficiencies. I would say you need to be committed to working and continuously improving the connections, the knowledge articles and the increasing the functionality to achieve the results.
What problems is the product solving and how is that benefiting you?
Extending the BOT to address new business areas outside of IT and becoming a true multi-functioning service BOT will allow us to further improve the productivity across the company for multiple types of needs. This along with the continuous improvement approach of the Moveworks team results in increased value.
Recommendations to others considering the product:
Don't just look at cost look at value and opportunity
Excellent product and Customer Success Support
What do you like best about the product?
In a short period, the tool has been able to improve our MTTR and can do the work of one full-time analyst. The customer success team is outstanding job supporting out goals.
What do you dislike about the product?
I would like to see an online move works community than can be used to support and share ideas.
What problems is the product solving and how is that benefiting you?
The Moveworks product is reducing MTTR, enhancing the end-user experience and allowing our Service Desk team to focus on other ITprojects.
Recommendations to others considering the product:
an Online users community would be very useful/
Moveworks Moves our Help Desk Forward
What do you like best about the product?
Moveworks helps our users not lock out their accounts by proactively sending reminders it's time to reset passwords.
What do you dislike about the product?
We dislike that we didn't implement the language options sooner. Now Moveworks has Spanish and several other languages available for users to ask the questions in the language they are more comfortable using.
What problems is the product solving and how is that benefiting you?
Moveworks will answer users questions and provide Knowledge base articles that a person can further explore. Also, Moveworks allows targeted communications that can go out by region, specific users or all employees.
Great chat bot, increases efficiency while reducing workload.
What do you like best about the product?
The team helping us implement and fine tune this has been really great. We've had a number of questions along the way and getting all the details sorted would have been chaos without their assistance. They've provided tips and tricks, helps us make business decision changes to better improve accuracy, and have been nothing but helpful.
What do you dislike about the product?
There are some limitations around where the data can be sourced for our own self hosted articles. We've sort of hit a plateau on growth which will require a large manual effort to be able to continue to increase what else the AI can handle.
What problems is the product solving and how is that benefiting you?
Moveworks is handling IT service desk type requests. It has been implemented via Slack and is now fielding most of the requests as they come in to see if it can help with things like resetting passwords, DLs, access requests, MFA resets and more. I love that its helping us scale our IT services team without needing to continually just increase headcounts.
Recommendations to others considering the product:
There's a certain level of effort you, as a company, have to be willing to commit to. If you're willing to commit to that, moveworks will also commit on their end to ensure you have a great product. Its efficient, flexible, and works pretty great. The team supporting us is fantastic. They help make everything function while making sure we understand the what, why, and how part of it.
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