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Felipe Cunha - PeerSpot reviewer
Knowledge Management Specialist at Celonis
Real User
Top 5Leaderboard
Has a great virtual agent feature that gives us connectivity that can reach out to any middleware
Pros and Cons
  • "Virtual Agent gives us connectivity that can reach out to any middleware."
  • "Lacks integration with AI search or any enterprise search machine."

What is our primary use case?

Our main use case of Virtual Agent is as an integrator from a support perspective. It enables user support while connecting outwards, orchestrating any AI elements. We are partners with ServiceNow.

How has it helped my organization?

We had a total reduction of calls to the service desk of around 25% in costs, before we'd even completed the integration, despite that not being our main goal. That's quite a significant saving.

What is most valuable?

The ServiceNow conversational flows enable flow management for each area in our organization. Anyone using the same virtual agent has a customized journey because they made the flow. It's a very valuable feature. Virtual Agent is the orchestrator of all workflows from managing tickets, to finding the KBs, to requesting items. If you want to go to the SDLC module to manage your sprints, you can do that through Virtual Agent. The key feature Virtual Agent gives us is connectivity that can reach out to any middleware.

What needs improvement?

I am the owner and architect in the company with regard to permissions so everyone goes through me to manage their flows. If I could change the permissions so each department could see its own flows, it would simplify a lot in the process. It's something they should improve. I'd also like integration with AI search or any enterprise search machine. That would add such a strategic aspect because you'd no longer need to capture and understand everything and add a realm where you can have a data lake of content. Conversely, imagine if you could give cognitive capabilities to an existing search engine, where the machine might be able to generate reports. It's the next step toward AI ops.

For how long have I used the solution?

I've used this solution for three years. 

What do I think about the stability of the solution?

The stability is fine. Any issues we've had have related to the UI and I think the chat interface could be improved - it's the weakest link. 

What do I think about the scalability of the solution?

ServiceNow Virtual Agent is the most scalable Virtual Agent I've seen because of the orchestration and integration it allows. 

How are customer service and support?

We always worked with a consultant, so we had a DXC company with a ServiceNow consultant to work with us throughout every sprint. Even though they're not the ServiceNow support team per se, I would consider every contact with them as more or less the same and they were good. 

How would you rate customer service and support?

Positive

How was the initial setup?

The initial setup is very easy. Deployment time depends on the scenario so it can take anywhere from two to six months. We plan to roll ServiceNow out to every employee and have the ServiceNow Virtual Agent available for every employee. 

What was our ROI?

There is a clear return on investment although it's difficult to quantify. 

What's my experience with pricing, setup cost, and licensing?

I wasn't directly involved with licensing.

Which other solutions did I evaluate?

We looked at Avaamo, Watson, and Moveworks but we needed to go for something that matched what had already been implemented, and that was ServiceNow. It's a big part of our organization so going for a solution from a different company would have increased the complexity. We couldn't take ServiceNow out of the equation because it was intrinsically connected to the company.

What other advice do I have?

Map out your goals, then map the conversation workflows and then work on your community of practice if you have that. It's important that conversation flows are well managed. ServiceNow is a good virtual agent but it's not the best in the market. There are other VAs with more advanced cognitive or AI skills. Nonetheless, it has some good features. From the beginning, I had access to everything under the hood on the Virtual Agent of ServiceNow, and that modularity gave me limitless freedom. The idea of freedom in a box, the modularity in a box, is big at ServiceNow. Understanding the limitations up front, means that it's clear how far you can go. The modularity and transparency of the engine made it easy to understand what was going on. 

Which deployment model are you using for this solution?

Public Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer:
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