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With the shift to ‘work from anywhere,’ employees need immediate support to remain productive—whether they have an IT issue, an HR request, or a query about the company’s expense policy. Conventional service desks can no longer achieve the speed or the scale required to deliver around-the-clock help in real-time to a hybrid workforce. Typically, service desks take an average of three working days to resolve employees’ issues, resulting in reduced productivity and engagement.
To resolve such issues, Tata Consultancy Services (TCS), one of the world’s most valuable, largest IT services brands, decided to provide any support that their employees may need in a matter of seconds.
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How did they achieve that?
TCS announced its partnership with Moveworks, an AI platform that provides seamless, multilingual support to employees at any time simply by querying their needs.
“Progressive enterprises are adopting artificial intelligence and other digital technologies to enhance the overall employee experience”, says K Ananth Krishnan, Chief Technology Officer at TCS. “This partnership with Moveworks will enable our customers to transform their service desks with AI. They can rely on our expertise and Moveworks’ technology to support their workforce automatically.”
The Moveworks promise
Founded in 2016, Moveworks is an AI-based platform that provides quick, automatic support to employees’ requests by querying their needs and enables better management.
“Our platform solves employees’ issues from end-to-end—without any manual intervention—using a very large network of integrated machine learning models”Manoj Gupta, Vice-President of Partnerships at Moveworks
The platform leverages natural language understanding (NLU) to understand each request, probabilistic machine learning to determine the best solution for the company and deep integrations with other SaaS applications to resolve the request autonomously. The platform doesn’t simply interpret these requests or offer visibility into what needs attention—it handles the whole process, solving employees’ issues from end-to-end.
“TCS sees that Moveworks is the industry leader, with a comprehensive set of features, a rich roadmap, and a strong track record of improving the employee experience. TCS has seen first-hand the impressive results that their customers have experienced with Moveworks. In partnering with Moveworks, TCS saw the opportunity to extend that success to their thousands of enterprise customers around the world by helping them leverage AI to automate critical IT processes”, adds Manoj Gupta.
Betting on the best partnerships
“The nature of work has fundamentally changed, which means businesses need to completely rethink the way they support their employees”, says Bhavin Shah, CEO of Moveworks. “Our partnership with TCS is about empowering businesses to meet their employees’ expectations—by providing a single place they can go for instant support. With the help of TCS, this experience will be the gold standard for businesses around the world.”
Mutual clients of Moveworks and TCS, who have greatly reduced their service desk costs as well as their mean time to resolution (MTTR), include top automakers, healthcare providers and technology vendors. TCS’ deep domain knowledge and technical expertise combined with Moveworks’ multilingual AI platform allows their customers to provide the kind of workplace experience employees expect as well as detailed insights to measure the quality of service.
“To create a world-class employee experience, companies need both their business knowledge and sophisticated technology that can address the nuances of their unique digital business. TCS leverages its deep contextual knowledge and digital champions to overcome these specific challenges while Moveworks’ AI autonomously learns the intricacies of each customer environment”, says Anupam Singhal, Business Head, Financial Services, TCS. “Together, TCS and Moveworks empower service desks to make supporting employees effortless.”
Global insurance broker AssuredPartners relies on TCS and Moveworks for employee support needs.
“Both TCS and Moveworks have been instrumental in helping us transform our overall employee experience. The new digital solution allows our employees to get the technical support they need in a matter of minutes—not days—so they can focus on things that really matter”Sankha Ghosh, CIO at AssuredPartners
The partnership with TCS is a crucial part of Moveworks’ growth story.
Moveworks has aggressive growth targets, and their partnership with TCS will accelerate the new logo acquisition—especially in the large enterprise segment of the market. TCS also has a substantial global presence in the business world that aligns with Moveworks’ plans for geographic expansion.
“Ultimately, we know that investments in AI will continue to grow as businesses look to increase efficiency and simplify the overall employee experience. Our industry-leading technology combined with TCS’ deep experience in service delivery is the right combination to develop integrated offerings that will delight customers. This is really just the start”, says Manoj Gupta.