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.
Moveworks
MoveworksReviews from AWS customer
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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
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.
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.
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?
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.
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?
Positive
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.
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.
Automated IT Support - Volume Reduction
What do you like best about the product?
Since implementing Moveworks we've had a 50% reduction in volume in 4 years. Our IT Service Desk savings has been able to pay for the Moveworks contract and still provide some cost savings!
Moveworks made it very easy to get started. We have good joint success programs and are on the same page
Moveworks made it very easy to get started. We have good joint success programs and are on the same page
What do you dislike about the product?
There has been challenges in support but they are getting addressed quickly! The issues we have had get addressed quickly from their leadership teams.
What problems is the product solving and how is that benefiting you?
Finding all information for our company in multiple realms like Supply Chain, People and Culture, IT, and even our business processes!
Our utility workers use it for their critical work!
Our utility workers use it for their critical work!
Good
What do you like best about the product?
The innovations they do in the space which i like
What do you dislike about the product?
Research and development which is happening
What problems is the product solving and how is that benefiting you?
Coding programs
Great IT Support
What do you like best about the product?
Automating tasks using Moveworks has been the best choice, their support is fast and always responsive.
What do you dislike about the product?
In complicated cases it might not be the best alternative.
What problems is the product solving and how is that benefiting you?
Moveworks helped me to reduce the volume of repetitive tasks, such as passwords resets, access request, etc. Also the response times are excellent.
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