Conversational AI platform Moveworks has announced enhancements to its automation offering which is designed to resolve employee issues in areas such as IT, HR and finance.
One such new feature is Adaptive Response, a self-learning conversational AI technique for generating customised responses to employee requests in real time – allowing Moveworks to offer more than one solution and adapt its responses based on feedback.
The company also said it was introducing new integrations with the Simpplr, Cherwell, Freshservice, and SharePoint knowledge bases, meaning it can now search those products to find answers to employee questions. The solution also has an understanding of the security permissions of each user to ensure the correct resources are provided.
“Employees expect to get help right away,” said Moveworks CTO Vaibhav Nivargi. “But in the context of a dynamic enterprise, identifying the forms, knowledge articles, and workflows they need is a profoundly difficult problem for machine learning. Moveworks is the first platform engineered to solve that problem. Between our new integrations, our robust security controls, and our unscripted approach to conversation, we’ve automated support for the world’s largest companies.”
The company’s Dynamic Flow conversational AI system uses context to provide resources that are both personalised and up to date, with Adaptive Response now providing a ranked range of resources. According to the company’s data, over 15% of requests are resolved by a resource other than the top ranked option.
The AI Self-Service Trend
Using AI for self-service is becoming an increasingly popular option in the customer-facing direction. According to Nemertes’ Intelligent Customer Experience: 2019-20 Research Study, 17.2% of companies were integrating AI into their self-service portals in 2020, set to increase to 50.7% by 2025. Moveworks’ solution leverages that trend for employee issue resolution instead.
For more complex issues requiring human intervention, however, Moveworks offering automatically hands off to live service desk agents via integration with the Vayusphere chat platform, meaning a separate system is not required.
“This deep integration between Moveworks and Vayusphere allows employees to get support in seconds, right from their favourite messaging tool,” said Vayusphere CEO Pushpendra Mohta. “By using AI to understand employees’ requests, Moveworks makes the handoff to a live service desk agent seamless. The platform selects the right expert automatically, so even complicated support issues get solved right away.”