Moveworks: Revolutionizing Workplace Productivity with Generative AI

AI technologies help modern businesses optimize and automate many work processes, one of which is employee support. In this article, we will talk about what is Moveworks and how it improves employee productivity.

Moveworks is a B2B assistant service powered by generative AI. It helps workers find the information they need faster, take action, receive notifications, and create content for hundreds of enterprise apps. It allows companies to build, deploy, and update AI assistants that integrate with their software.

Moveworks company was founded in 2016 by a group of engineers and entrepreneurs, including Bhavin Shah (CEO), Vaibhav Nivargi (CTO), Varun Singh (Vice President of Product) and Jiang Chen (Vice President of Machine Learning). The founders decided to release an innovative platform based on an AI chatbot that helps employees solve most of the problems and questions on their own without the involvement of the technical support department.

For the first few years, the group worked in "stealth mode", coming out of it in 2019, receiving the first $30 million from Lightspeed Venture Partners and Bain Capital. In November of that year, the company raised another $75 million in a Series B round, and in June 2021, it closed a $200 million Series C round. Soon after, Moveworks expanded the capabilities of its business automation software, transforming it from a narrowly focused helpdesk service into a general-purpose business platform.

Its product line includes an AI assistant, a search engine, a service management module, a supply chain management module, a knowledge base, Creator Studio for no-code development of customized AI algorithms, and a workforce experience analytics module. Moveworks won Best Chatbot Solution at the AI Breakthrough Awards in 2021. At the same time, it was included in the Most Innovative Tech Companies of the Year list according to the American Business Awards. In 2019, 2020, and 2021, the company was listed in the Forbes AI 50 ranking. In total, it received $315 million in investments, which increased its capitalization to $2.1 billion.

Moveworks currently employs over 500 people, and a third of its 300+ clients are in the Fortune 500. In 2024, it announced a partnership with Microsoft, making its tools available on the Microsoft Azure platform. The company's AI products have also been successfully integrated with solutions from OpenAI and Google, as well as corporate services Teams and Slack.

In this section, we will tell you what Moveworks does and what core products this platform includes. Its functionality is based on several specialized AI & ML models, one of which is a variation of the well-known BERT model. These algorithms are trained on a vast array of real support ticket data, which allows them to quickly and accurately respond to different types of requests. For example, they can find information about company policies, provide access to certain software, edit emails, and perform a number of other actions.

As of 2024, the Moveworks product line includes the following services:

The universal AI assistant helps employees quickly and accurately find answers to their questions and make the right decisions. With access to information about the position, location and history of requests of a specific employee, the chatbot provides them with the most relevant and interactive support. Moveworks Copilot carefully collects and processes data from several sources, checking its quality and reliability. If necessary, it asks additional questions, and can also take information from external resources and proactively perform various actions.

The built-in search engine uses generative LLMs to search for information quickly and efficiently. It allows users to quickly and easily find information in any file, internal knowledge base or other intranet resource, as well as on publicly accessible web pages. The platform is ideal for finding structured data in any format, including from systems of record and data lakes. It also translates it between 100+ languages, generalizes it, and integrates with external applications.

The AI module for managing the support service allows for flexible automation of a number of repetitive tasks, reducing the workload of personnel. Machine learning algorithms analyze tickets and distribute them into categories, helping to significantly speed up their processing. In addition to automatic routing and classification, the system checks the status of requests, sends notifications and reminders to employees and agents, translates and visualizes data.

The following tool provides comprehensive automation of employee support through integration with 100+ business applications. It provides ready-made automation scenarios for common use cases in ITSM, HRIS, IdAM, email and other systems. This module also automatically synchronizes catalog items, provides CRUD actions via webhooks, automatically logs processes, allows you to manage permissions and approvals, send notifications to staff and conduct dialogue analytics.

Another workplace productivity tool from Moveworks helps managers and executives track and analyze the experience of their subordinates through a convenient and understandable interface. The AI algorithms it uses analyze all their support requests, highlighting the most pressing issues that hinder and slow down the staff.

This module uses generative AI algorithms to write knowledge base articles and other corporate documentation. It uses support case data, work notes, and other existing documents as sources for them. The system carefully checks the generated content, ensuring its accuracy, relevance, and personalization.

The final tool in the Moveworks line extends the standard capabilities of the platform, allowing users to independently develop AI algorithms for automating workflows. With the help of Creator Studio, it is possible to create customized unique scenarios in no-code mode and embed them in third-party applications.

Moveworks AI Copilot and other resources on this platform provide businesses with a range of significant benefits, including:

The generative AI platform developed by Moveworks has proven itself as a powerful and multifunctional business tool, which is actively used by hundreds of client companies. Among the main examples of its application are:

The Moveworks platform uses generative AI technologies to provide automated support and training to company employees. The large language models at its core have been trained on hundreds of millions of real support tickets. This provides Moveworks tools with high accuracy and efficiency when communicating with employees in a wide range of fields — from IT and sales to finance and healthcare. The developers regularly update the platform’s functionality, adding new options that are useful for business.