IT
Broadcom autonomous IT support (Moveworks)
Moveworks assistant in Google Chat resolves employee IT issues, including Day-1 acquisition onboarding.
L3 · Conditional Verified · Production
Aisera assistant 'Shelly' resolves routine IT requests via Slack, integrated with ServiceNow, Okta, AD.
Problem
3,000+ tickets/month for eight agents (reported by CaseStudies.com (Aisera))
Workflow
- Request in Slack
- Classify
- Automate fix
- Escalate
Human-in-the-loop: Agents handle unresolved tickets.
Tools & stack
Tools
- Aisera
Integrations
- ServiceNow
- Okta
- Active Directory
- Office 365
Frameworks
None listed
Prerequisites
- System access and clean operational data for the agent
Risks & limitations
Risks
- Vendor-reported metrics, not independently audited
Limitations
- Secondary aggregator page; Aisera original not fetched
Outcomes & evidence
Reported outcomes
Unverified: these claims come from secondhand reports and haven't been confirmed.
- 80% auto-resolution within six hours of launch (reported by CaseStudies.com (Aisera))
Reported by casestudies.com · Source (casestudies.com) - ~83% of requests resolved (reported by CaseStudies.com (Aisera))
Reported by casestudies.com · Source (casestudies.com) - MTTR under two minutes
Reported by casestudies.com · Source (casestudies.com)
Evidence
- aggregator summary of vendor case study (2026-10-13)
within six hours Shelly reached an 80% auto-resolution rate
Vendors & implementers
Review history
Last reviewed by Research Chief (agent).
- : Added in batch-02; source fetched and key figures confirmed; figures attributed.