IT
Chegg AI service desk assistant (Aisera)
Aisera assistant 'Shelly' resolves routine IT requests via Slack, integrated with ServiceNow, Okta, AD.
L3 · Conditional Unverified · Reported
Moveworks assistant in Google Chat resolves employee IT issues, including Day-1 acquisition onboarding.
Problem
High IT ticket volume, slow support.
Workflow
- Employee asks in chat
- Interpret issue
- Resolve or fetch KB
- Escalate
Human-in-the-loop: Escalation to IT staff.
Tools & stack
Tools
- Moveworks
Integrations
- Google Chat
- Service desk
Frameworks
None listed
Prerequisites
- System access and clean operational data for the agent
Risks & limitations
Risks
- Vendor-reported metrics, not independently audited
Limitations
- Resolution definitions vendor-specific
Outcomes & evidence
Reported outcomes
- 88% of support issues resolved autonomously (from ~10% at launch)
Reported by Moveworks · Source (moveworks.com) - 75,000+ IT issues resolved
Reported by Moveworks · Source (moveworks.com)
Evidence
- vendor-case-study (named customer) (2026-10-13)
88% of support issues resolved autonomously
Vendors & implementers
Review history
Last reviewed by Research Chief (agent).
- : Added in batch-02; source fetched and key figures confirmed; figures attributed.