Moveworks

Moveworks is an enterprise AI platform that provides every employee with an AI assistant for getting workplace help — resolving IT issues, answering HR questions, submitting requests, finding company information, and completing support tasks automatically through natural language conversation in Microsoft Teams or Slack. Instead of submitting tickets and waiting for human agents to respond, employees simply type their request in plain language — in any of 100+ supported languages — and receive an immediate resolution. Moveworks' AI understands the request, connects to the relevant enterprise systems (IT, HR, finance, and others), and takes action on behalf of the employee — resetting passwords, granting access, answering policy questions, submitting forms. For routine requests that make up the majority of enterprise support volume (password resets, access requests, policy queries), Moveworks typically resolves 70-80% of them automatically without any human involvement. The company was founded in 2016, grew to serve hundreds of Fortune 500 enterprises, and was acquired by ServiceNow in 2023.

Bhavin Shah is the co-founder and CEO of Moveworks. He started the company in 2016 based on a clear insight: enterprise employees spend enormous amounts of time dealing with workplace friction — waiting for IT fixes, searching for HR policies, navigating bureaucratic processes — and this friction is both a significant productivity drain and a significant source of employee frustration. His core conviction was that AI could and should eliminate this friction by giving every employee instant, intelligent support rather than making them wait in a queue for a human agent. Bhavin built Moveworks around an employee-first philosophy: design the AI to be as easy to use as messaging a colleague, make it available 24/7 in any language, and connect it deeply enough to enterprise systems that it can actually resolve problems rather than just provide information. Under his leadership, Moveworks grew from a startup to a company valued at over $2 billion before its acquisition by ServiceNow for over $1.5 billion — one of the largest enterprise AI acquisitions in history.

Moveworks is fundamentally different from a basic chatbot in several important ways. Simple chatbots follow predetermined scripts — they can only handle questions that were specifically anticipated and programmed in, and they cannot take any action beyond providing pre-written text responses. Moveworks is a sophisticated AI system that understands natural language across all the varied ways employees might express the same need, connects to enterprise systems to take real actions on behalf of employees, handles novel requests not specifically anticipated, maintains context across multi-turn conversations, and routes to humans when needed with full context. Think of it this way: a basic chatbot is like a very limited FAQ page presented in conversation format — it can only answer the questions it already knows the answers to. Moveworks is more like a knowledgeable employee assistant who understands what you are trying to accomplish, knows how to navigate company systems, and can actually do things for you rather than just telling you how to do them yourself.

ServiceNow acquired Moveworks in 2023 for over $1.5 billion because of the strategic fit between Moveworks' natural language AI employee support capabilities and ServiceNow's comprehensive enterprise workflow platform. ServiceNow is the world's leading enterprise workflow management company — its platform manages IT service management, HR service delivery, customer service management, and many other enterprise functions for thousands of large organisations globally. Moveworks' AI assistant capability — allowing employees to interact with these workflows through natural conversation rather than forms and portals — is a powerful enhancement to ServiceNow's existing platform. By acquiring Moveworks rather than building these capabilities from scratch, ServiceNow could immediately add sophisticated, battle-tested natural language AI to its platform and combine it with ServiceNow's deep enterprise workflow capabilities. For ServiceNow customers, the integration of Moveworks' technology means they can offer their employees a more conversational, lower-friction way to interact with all the workflows and services that ServiceNow manages. The combination creates a more complete enterprise support platform than either company could offer independently.

Moveworks integrates with over 200 enterprise applications across multiple categories. For IT systems: ServiceNow, Jira Service Management, Microsoft Intune, Jamf, and other ITSM and device management platforms. For identity and access management: Active Directory, Okta, Azure AD, and other identity systems — enabling Moveworks to handle access requests and account management. For HR systems: Workday, SAP SuccessFactors, ADP, and other HR information systems — enabling HR policy lookups, time-off submissions, and benefits queries. For productivity platforms: Microsoft 365 (SharePoint, Teams, OneDrive), Google Workspace — enabling knowledge retrieval from company documents and integration with daily tools. For CRM and finance: Salesforce, SAP, and various ERP and finance systems. Additionally, Moveworks connects to company knowledge bases (Confluence, SharePoint, ServiceNow KB) for policy and procedure lookup. The breadth of these integrations is one of Moveworks' most significant competitive advantages — it takes years to build and validate reliable enterprise integrations at this scale, creating a significant barrier to competition from newer entrants.

Moveworks customers report ROI across several dimensions. Cost savings come primarily from the reduction in human agent time spent on tier-1 support requests — if Moveworks automatically resolves 75% of IT tickets that previously each took 20-30 minutes of human agent time to resolve, the savings in agent labour can be very significant for large enterprises processing thousands of tickets per month. Productivity savings come from the dramatic reduction in employee time spent dealing with workplace support issues — from the average of 22 minutes per IT interaction to under 2 minutes for AI-resolved requests. Employee experience improvements, measured through satisfaction surveys, typically show significant increases after Moveworks deployment. These benefits compound at scale: for an enterprise with 50,000 employees generating 20,000 support requests per month, even a 10-minute average reduction in resolution time represents 200,000 minutes — over 3,000 hours — of employee productivity recovered each month. ServiceNow and Moveworks have published case studies with specific ROI figures from enterprise customers across industries. These typically show payback periods of 6-18 months depending on the organisation's support volume and labour costs, with ongoing annual savings significantly exceeding the licence cost.

Moveworks handles HR queries in several ways depending on the sensitivity and complexity of the request. For factual queries — "how many vacation days do I have left?" or "what is the parental leave policy?" — the AI can answer directly and confidently, retrieving the accurate information from the connected HR system or knowledge base. For process queries — "how do I submit an expense report?" or "how do I add a dependent to my insurance?" — Moveworks can provide step-by-step guidance and in many cases initiate the relevant process directly. For sensitive matters — performance issues, disciplinary questions, personal health accommodations, complaints — Moveworks is designed to recognise the sensitivity and route to a human HR professional rather than attempting AI resolution. The routing includes context about what the employee has shared so that the HR agent can continue from that point without the employee needing to repeat themselves. Security for HR data is handled through the same enterprise security infrastructure as other integrations — Moveworks only accesses data that the employee is authorised to see, and all data handling complies with GDPR and other relevant privacy regulations.

Moveworks supports over 100 languages for its enterprise AI assistant — including all major world business languages. The supported languages include English (with multiple regional variants), Spanish, French, German, Italian, Portuguese, Dutch, Russian, Chinese (Simplified and Traditional), Japanese, Korean, Arabic, Hindi, Turkish, Polish, and many more. This multilingual support is not just translation of the interface — the natural language understanding engine genuinely understands employee requests in each supported language, including company-specific terminology, system names, and processes as they are expressed in that language. Employees can switch between languages within the same conversation. For global enterprises operating across many countries, this multilingual capability is essential for providing consistent support quality to all employees regardless of their primary language. The quality of support in non-English languages is an important area of ongoing investment, as business-domain natural language understanding in languages other than English remains technically challenging.

Moveworks is designed specifically for large enterprises — typically companies with thousands of employees and complex IT and HR infrastructure. The product's value proposition depends on scale: when a company receives thousands of support requests per month, automating 75% of them represents enormous savings in time and cost. For a small business with 50 employees receiving perhaps 200 support requests per month, the economics are different and the ROI calculation is much less compelling. Small businesses also typically have simpler IT environments with fewer systems to integrate, making Moveworks' deep enterprise integration library less necessary. For small and medium businesses, there are simpler, more affordable AI support tools better suited to their scale and complexity. Moveworks is most powerful — and most cost-effective — when deployed in enterprise environments where the volume and complexity of support needs justifies the investment in a sophisticated, deeply integrated AI platform. The typical Moveworks customer has at least several thousand employees and operates complex enterprise IT and HR systems.

Following its acquisition by ServiceNow, Moveworks' future is closely tied to ServiceNow's broader AI strategy and platform roadmap. Several directions are clear. First, deeper integration with ServiceNow's Now Platform — embedding Moveworks' conversational AI capabilities across ServiceNow's full range of enterprise workflow products, not just IT and HR support but customer service, operations, and other domains. Second, expanded generative AI features — using LLM capabilities to create dynamic knowledge articles, generate personalised employee communications, summarise complex incidents, and handle more sophisticated conversational support scenarios. Third, more proactive AI — moving from reactive support (responding to employee requests) toward proactive guidance (identifying employee needs before they become problems and reaching out with help or information). Fourth, expanded ecosystem integrations — continuing to add new enterprise system connections to maintain Moveworks' breadth advantage. For enterprises already using ServiceNow, the integration of Moveworks' capabilities into the platform means access to better natural language support AI without needing to make a separate purchasing decision. For the broader enterprise AI support market, Moveworks and ServiceNow together represent one of the most formidable combined capabilities in the industry.