Moveworks Expands Chatbot Platform Organization-Wide

Moveworks Expands Platform Beyond IT Support

Following a substantial $75 million Series B funding round secured in late 2019, Moveworks, initially a chatbot startup focused on automating IT help desk inquiries, has broadened its capabilities. The company now offers support for employee questions spanning all business functions.

The Impact of the Pandemic

CEO and co-founder Bhavin Shah notes that the unforeseen global pandemic significantly accelerated the need for automated systems like Moveworks. As organizations transitioned to remote work environments, the importance of readily available support became paramount.

Shah explained that the past year highlighted the critical need for accessible support and rapid assistance for employees. The increased reliance on collaboration platforms further amplified this demand.

Growing Market Interest

The widespread adoption of tools such as Slack and Microsoft Teams by businesses globally has driven increased interest in Moveworks’ solutions. This trend was a key factor in the company’s expansion strategy.

Serving Enterprise Clients

Currently, Moveworks collaborates with 100 major enterprise clients. These organizations sought a more automated approach to address employee inquiries related to various resources, including Human Resources, Finance, and Facilities Management.

While expansion beyond IT was already planned, the pandemic underscored the urgency of accelerating this development.

Building a Scalable Conversational System

The company’s initial focus on refining the artificial intelligence for IT-specific language was strategically designed for future scalability. They prioritized creating a dynamic conversational system.

“We learned to construct a conversational system that adapts and isn’t limited by pre-defined question-and-answer pairs,” Shah stated. “This approach is essential for scaling across an entire enterprise.”

New Communication Tool for Actionable Insights

Moveworks has introduced a new communication feature that allows companies to directly engage employees through the chatbot, prompting them to take specific actions.

Instead of relying on traditional email notifications – such as password update requests – the bot proactively informs users and provides a direct link to complete the process. Beta testing revealed a 70% increase in response rates when using the bot for these communications.

Prioritizing Diversity and Inclusion

Shah emphasizes the importance of a diverse team in developing a technology that understands the nuances of language and cultural variations. His HR department actively seeks candidates from under-represented groups.

This commitment ensures the tool effectively addresses the needs of a diverse customer base and the global community.

Platform Expansion and General Availability

Over the past nine months, Moveworks has collaborated with approximately a dozen customers to refine the expanded platform. This iterative process focused on enhancing the quality of responses across all question types and departments.

These enhanced tools are now generally available to all customers.