Moveworks
AI employee support agent that resolves IT and HR issues in chat
Moveworks is an AI employee support agent that resolves IT and HR issues inside the chat tools your workforce already uses. Built by Moveworks, the company reads employee requests, pulls from your knowledge and backend systems, and closes common tasks like password resets, software access, and policy questions without a support ticket.
The pitch is ticket deflection at scale: instead of routing every request to an agent, Moveworks handles the repeat cases in seconds and hands the rest to a person with context in place. That frees IT and HR staff for the work that needs judgment, and it gives employees answers where they already work.
What is Moveworks?
Moveworks is an AI agent that resolves internal employee support requests inside chat. It sits in the messaging tools your company runs, reads a request in plain language, and either completes the task or routes it to the right team. The focus is the internal help desk: the IT and HR questions that flood support queues day after day.
Moveworks makes the product. The company builds AI for employee support, so the agent connects to the backend systems that run a workplace, from identity and access tools to HR platforms and knowledge bases. That reach is what lets it close a request rather than answer with a link and a shrug.
The audience is medium to large enterprises with busy IT and HR teams. These groups field a high volume of repeat requests: unlock my account, grant me software, where is the leave policy. Moveworks aims to deflect those cases so staff spend their hours on the harder tickets that need a human.
Key features
Moveworks centers on a set of capabilities that work together to resolve employee requests end to end:
- IT and HR automation: the agent completes common tasks such as password resets, account unlocks, software access, and HR policy lookups without a ticket.
- Chat-native support: Moveworks lives in the chat tools employees already use, so there is no separate portal or app to open.
- Ticket deflection: repeat requests get resolved in the conversation, which cuts the volume that reaches human agents.
- Backend integrations: the agent connects to identity, access, HR, and IT service systems so it can act on a request, not just describe the steps.
- Knowledge search: Moveworks pulls answers from your internal documents and knowledge base and returns them in the chat window.
- Analytics and reporting: dashboards show deflection rate, resolved requests, and where content or coverage gaps remain.
The integration piece matters most for outcomes. Because Moveworks connects to the systems behind a request, it can reset a password or grant access rather than point at a help article. The more systems you connect, the more the agent can close on its own, so the depth of your setup drives how much it resolves.
How well does it work?
Moveworks performs well on the high-volume, repeatable requests that make up much of an internal help desk. For enterprises with connected systems and a solid knowledge base, it resolves a meaningful share of IT and HR tasks inside chat, and employees get answers in seconds instead of waiting in a queue. Support staff see shorter backlogs on the common cases.
The limits track the setup. Moveworks depends on the systems you connect and the content you feed it, so gaps in either become gaps in what it can resolve. Bespoke or account-specific requests, and cases outside documented policy, route to a person, which is the intended behavior but caps how high the deflection rate can climb. Teams that invest in integrations and content coverage see the strongest numbers.
Moveworks pricing
Moveworks uses custom pricing. There are no public rates. Cost depends on your company size, employee count, and the set of systems you connect, so you get a quote after a scoping call with the sales team.
Because the model is quote-based, the value math turns on scale and coverage. Here is how the pieces tend to shape a quote:
The math favors large enterprises with a high share of repeat requests and many systems to connect, since each deflected ticket replaces staff time. Smaller teams with light request volume may find the enterprise scope more than they need, so weigh expected deflection against the commitment before you sign.
Who should use Moveworks?
Moveworks fits large enterprises that want to cut internal help desk volume and already run the backend systems it can connect to. It suits these groups in particular:
- IT teams buried in repeat requests for password resets, account unlocks, and software access who want to deflect the common cases.
- HR teams that field a steady stream of policy and benefits questions and want answers delivered in chat.
- Enterprises with a broad set of backend systems the agent can act on to resolve a request end to end.
- Companies whose employees live in chat tools and want support where they already work, not in a separate portal.
Moveworks is a weaker match for small teams with light request volume, or for organizations with few systems to connect, where most requests would route to a human anyway. In those cases the enterprise scope and custom pricing have fewer wins to justify the spend.
Alternatives and how it compares
Moveworks competes with a growing field of employee support and IT service agents. The right comparison depends on your stack and how deep you want the automation to run.
- ServiceNow Virtual Agent: a strong fit for teams already on ServiceNow, with deep ties to its IT service management platform and workflows.
- Freshworks Freddy: an AI assistant across the Freshworks suite that handles employee and customer support, aimed at teams on that platform.
- Aisera and other newer agents: focus on autonomous resolution across IT and HR, and suit teams that want an agent built around their own systems.
The edge for Moveworks is its focus on employee support and the breadth of backend systems it connects to for live resolution. If you run a busy internal help desk at scale, it is built for the job. If you sit on a broad ITSM platform, the native agent from that vendor may integrate with less work, so weigh platform fit alongside the depth of automation.
Limitations and getting started
Be honest about the trade-offs before you commit. Moveworks resolution rate rides on the systems you connect and the content you supply, so a thin setup limits results. The custom pricing means a sales call before you see cost, and the enterprise focus makes it a bigger lift than lighter chatbot tools for small teams.
Getting started follows a clear path:
- Book a scoping call so the team can size the deployment and map the systems to connect.
- Connect your identity, access, HR, and IT service tools plus your knowledge base so the agent has sources and actions.
- Set guidance and topic scope so the agent stays on policy and hands off where you want a human.
- Turn Moveworks on for a subset of teams or request types, then review deflection reports and fill gaps before a wider rollout.
A staged rollout keeps risk low: start with one department and a few request types, confirm the resolutions hold up, then widen coverage as your numbers earn trust. The early phase is where you tune content, connect systems, and prove the deflection before you scale across the workforce.
Pros & cons
What we like
- Resolves common IT and HR requests inside chat without a support ticket
- Lives in the tools employees use, so there is no new app to learn
- Connects to a wide set of backend systems for password resets, access, and lookups
- Deflects repeat tickets so help desk staff focus on harder cases
What could be better
- Custom pricing means no public rates and a sales call before you see cost
- Best fit for large enterprises, so smaller teams may find it heavy
- Value depends on how many backend systems you connect and how clean your content is
The verdict
Moveworks is a strong pick for large enterprises that want to cut internal help desk volume with an AI agent that lives in chat. The custom pricing and enterprise focus make it a bigger commitment than lighter tools, so it pays off most at scale.