Moveworks helps enterprises automate IT self-service tasks

https://venturebeat.com/wp-content/uploads/2019/11/ezgif-6-645fae7b6ec3-e1573588039191.jpg?w=1200&strip=all

Original Source Here

Join Transform 2021 for the most important themes in enterprise AI & Data. Learn more.

IT issues take time to solve, which can cost enterprises money. A PagerDuty survey found 38.4% of organizations that take more than 30 minutes to resolve IT incidents see an impact on customer-facing services. Moreover, nearly one-third of departments regularly affected by technical problems say that an hour of downtime costs them $1 million or more.

That’s where Moveworks aims to make a difference. The Mountain View, California-based company, which was founded in 2016, is developing an AI platform that can resolve IT support issues automatically. Today marks the launch of Moveworks’ newest product, the Employee Service Platform, which brings together AI and natural language understanding technologies to get employees help across departments. Moveworks says that the system can handle human resources, finance, and facilities issues end-to-end, from the initial request to the final resolution.

According to CEO Bhavin Shah, Moveworks has been laying the groundwork for the Employee Service Platform since the company’s earliest days. Eighteen months ago, after experiencing success in the IT segment — Moveworks counts among its customers Palo Alto Networks, Slack, and LinkedIn — the company began building the platform. More recently, they started inviting customers in early access.

“Everything we do at Moveworks is inspired by a simple idea: It shouldn’t take days to get help at work,” Shah said. “Today, after half a decade, Moveworks … delivers instant help to all lines of business.”

Beyond answering questions about unlocking accounts, resetting passwords, and provisioning software, the Employee Service Platform helps surface forms, pull answers from knowledge bases, and route requests to the right subject-matter experts. The platform’s engine, which was trained on over 100 million real-world issues, combines domain recognition, semantic search, and deep integrations to address questions with answers from departments’ knowledge bases.

Most enterprises have to wrangle countless data buckets, some of which inevitably become underused or forgotten. A Forrester survey found that between 60% and 73% of all data within corporations is never analyzed for insights or larger trends. The opportunity cost of this unused data is substantial, with a Veritas report pegging it at $3.3 trillion by 2020.

“We engineered a unique approach to understanding the language used in the enterprise, which we deployed prior to this product expansion to resolve IT issues — without predefining specific intents or hard-coding rigid workflows. That approach is our multifaceted intent system,” CTO Vaibhav Nivargi told VentureBeat via email. “At a high level, it is a generalized natural language understanding system. Rather than predefining specific user intents, our multifaceted intent system determines the overarching action and resource type needed to resolve each issue. Once we’ve established this generalized intent, we then evaluate the utility of potential resources.”

The Employee Service Platform also transforms resources to display information in a conversational format inside collaboration tools like Slack, Microsoft Teams, and more. For example, users can fill out IT forms without leaving the Moveworks interface in Teams or receive only the pertinent paragraph of a human resources policy after asking Moveworks a question in Slack.

As part of the Employee Service Platform, Moveworks released the Employee Communications module, which enables company leaders to send messages via a cross-platform chatbot. The engine ingests knowledge articles and documents several times per day, enabling the chatbot to answer follow-up questions about messages autonomously.

The chatbot market is expected to reach $1.23 billion by 2025, according to Grand View Research, and there’s reason for its continued growth. Fifty-three percent of service organizations expect to use chatbots within 18 months, according to a Salesforce survey. And Gartner estimates that chatbots were powering 85% of all customer service interactions as of last year.

“Immediately following the pandemic, we saw a significant increase in the overall volume of tickets submitted to Moveworks — approximately twice as many in March 2020 than in February. Employees across industries needed to learn to use new collaboration tools, order new devices for the home office, look up colleagues’ contact information, troubleshoot Zoom, stay abreast of business continuity plans, and more,” Nivargi said. “Perhaps the most enduring challenge for companies in this work-from-anywhere economy is keeping their employees up-to-date and on the same page. … We responded to the demand by accelerating the creation of our new solution for employee communications. Our customers regularly achieve 50% to 70% engagement with communications campaigns done through Moveworks, compared to around 10% for the average mass email.”

VentureBeat

VentureBeat’s mission is to be a digital town square for technical decision-makers to gain knowledge about transformative technology and transact.

Our site delivers essential information on data technologies and strategies to guide you as you lead your organizations. We invite you to become a member of our community, to access:

  • up-to-date information on the subjects of interest to you
  • our newsletters
  • gated thought-leader content and discounted access to our prized events, such as Transform 2021: Learn More
  • networking features, and more

Become a member

AI/ML

Trending AI/ML Article Identified & Digested via Granola by Ramsey Elbasheer; a Machine-Driven RSS Bot



via WordPress https://ramseyelbasheer.io/2021/03/31/moveworks-helps-enterprises-automate-it-self-service-tasks/

Popular posts from this blog

I’m Sorry! Evernote Has A New ‘Home’ Now

Image
Original Source Here My Apologies! I was critical about the grandfather of all apps — Evernote a few months back when I wrote Why is Evernote losing its Ground? on Medium. With that said, I also wrote another story on Evernote in November of last year — Has Evernote Made A Comeback After Years Of Stagnation? This was the time when Ian Small and his team were making inroads into the technology and strategically making enhancements and revamping the app across all platforms. Evernote Is At A War-front And Wants To Prove A Point. I must h ave written this in my earlier blogs but just to re-iterate — I have been and am an avid user of Evernote since 2009 and is a part of my life for planning my daily life, projects, content writing, and almost everything. Recently, Evernote has launched its HOME or you may call it a DASHBOARD that provides its users a one-stop place to get access to their important and critical notes and also provides a few AI-enabled capabilities that I wil
Read more

Jensen Huang: Racism is one flywheel we must stop

Image
https://venturebeat.com/wp-content/uploads/2021/07/jensen-huang.jpg?w=1200&strip=all Original Source Here All the sessions from Transform 2021 are available on-demand now. Watch now. Jensen Huang , CEO of Nvidia , received the distinguished lifetime achievement award by the Asian American Engineer of the Year from the Chinese Institute of Engineers (CIE) group. And in his acceptance speech, he made a rare comment beyond Nvidia’s business matters: “Racism is one flywheel we must stop.” The comments came at the end of an acceptance speech where he thanked the group for its award, an annual gathering that recognizes outstanding Asian American scientists, engineers and role models. In a virtual ceremony, Huang was awarded for his contributions as “a visionary and innovator in parallel computing technology that accelerates the realization of AI computing.” He also spoke of his experience as an immigrant and an Asian American. “It is strange to accept a lifetime achievement
Read more

Fully Explained DBScan Clustering Algorithm with Python

Image
Original Source Here Fully Explained DBScan Clustering Algorithm with Python Unsupervised learning in machine learning on density-based clusters Clustering In unsupervised Learning. A photo by Author In this article, we will discuss the machine learning clustering-based algorithm that is the DBScan cluster. The approach in this cluster algorithm is density-based than another distance-based approach. The other cluster which is distance-based looks for closeness in data points but also misclassifies if the point belongs to another class. So, density-based clustering is suited in this kind of scenario. The cluster algorithms come in unsupervised learning in which we don’t rely on target variables to make clusters. In a cluster, the main concern is on maximum dense connected points. The density-based clustering can be useful in arbitrary shapes even with noise. The working function of the density-based cluster is shown below: We select a random data point. Then it will
Read more