Moveworks Reviews

I am currently working in ServiceNow at Symbiotic Consulting Group as a software developer. I have been using Moveworks for two years now.

We have ServiceNow integrations with Moveworks, such as filling all the catalog items that we have created. When requests come in, we handle them directly through Moveworks. We extract all necessary data from there.

We use Moveworks for catalog items so that users do not have to navigate to ServiceNow and fill out forms manually. Instead, we utilize it directly in Teams. Users can simply state that they need hardware, and the form appears right there in Teams, asking questions and collecting all necessary information to create a request.

Moveworks functions as a bot that we use in Teams. It serves as a hub containing all the platforms available in our company. It is a centralized place where we can go at any time and ask anything related to any product that we have in our company. We have integrated it with most of our products, enabling us to create requests, ask questions, retrieve information, and use it similarly to ChatGPT for correcting our work. We can ask it what kinds of things we can accomplish. For company-related matters, if a user has any PTO, we can ask how many PTOs we have right now and check PTO balance and other related information.

The main feature Moveworks offers is the out-of-the-box functionalities that Moveworks provides, which include creating requests and showing the requests that I currently have. If anyone approves a request, I can receive notification. If any request is open for me for approval, I can approve it from Teams itself without having to navigate to ServiceNow. We can accomplish almost anything and can utilize it for most of the purposes that we do regularly.

Moveworks has impacted our organization positively. We have been using Moveworks for two years now, and it is very good. I have utilized it for most of the purposes. Since I am the developer in ServiceNow, I integrated it with ServiceNow and performed all those configurations, including how Moveworks will pick all that data from ServiceNow, the integration of it, and how it works. It has impacted a lot of things in our company and has saved a tremendous amount of time.

Moveworks can definitely be improved. Currently, we have to do most of the things on our own, such as creating UI and APIs for how things will work. There are not many things that Moveworks is supporting right now. I would say it should have some features that are already present in other bots, so they should focus on those more.

Currently, Moveworks has UI policy restrictions and client script restrictions. I think they should edit it so that all these UI policies and other things are allowed. If there are some forms in Moveworks, it should capture that form and ask it in the chat from the user, taking answers one by one, rather than presenting a form to users. This would have a very positive impact.

Moveworks is definitely stable in my experience. Until now, in two years, we have not experienced any downtime.

Moveworks's scalability has definitely handled growth and increased usage well. If I compare it to two years ago, it was not that compatible with all those technologies that were available. They are gradually increasing all those things right now and making it compatible with other devices and systems as well.

I have reached out to customer support for Moveworks many times. Whenever I have any issue related to Moveworks, especially because I was doing development on Moveworks as well, I had some questions, and they were very helpful with those matters. I would rate customer support ten out of ten.

Before choosing Moveworks, we were considering other solutions. There were a few more bots and alternatives available, but we chose Moveworks instead because their presentation, their bot appearance, and all those things were really fantastic in the demo.

To be honest, I do not remember all the options properly before choosing Moveworks because it has been two or three years now. There were a lot of options that we were considering, but the Moveworks presentation that we received at the time of the demo was very good, so we purchased it at that time.

We have definitely seen a return on investment with Moveworks. I do not have specific information about money saved, but I can definitely say that Moveworks saved a tremendous amount of time for us in many areas. It has been very good.

Most of the things I have already discussed about the features, but the unexpected thing was creating paths on our own.

Before using Moveworks, it used to take almost three to four minutes for a person to navigate to ServiceNow and check what requests they have. Now, if they need to check, they simply add one sentence asking if they have any requests open and to show them all those requests, or ten requests, or twenty requests, however many they have. They can check it in one second without having to leave the Teams system.

Moveworks is a very good platform if you utilize it well. They have a lot of features that you would not know about unless you ask. I would recommend asking the customer success manager. They will let you know what kinds of things you can utilize in your organization with Moveworks. We did not know we could have reminder approvals. We can get a reminder after one week, which was also helpful. You can ask the customer success managers whenever you are working with Moveworks what all things you can utilize in your organization.

I would say they are doing very good work, but they have to maintain very high standards because the market is growing very frequently. They need to think of scenarios where others are not thinking. They should consider what all things they can do and what all products they can integrate with. My overall rating of Moveworks is seven out of ten.

My main use case for Moveworks is Workday, and I am integrating Workday with Moveworks. For example, I fetch my legal name using my API, which I have built on the compound action and conversational process and plugins for users to access it. I am also providing prompts so that employees can ask for their legal name or anything else on the chatbot, which is Otter via Moveworks.

If Moveworks were not available, I would have to create middleware and integrate with all the APIs. Now that Moveworks is in place, I can connect all the APIs with Moveworks and use that via the bot while providing prompts.

My organization already had a chatbot and different third-party integrations such as Replicon, Workday, and Salesforce. Moveworks has been very useful for those integrations in my company, allowing us to use that privately without going to the third party to do all those things on Workday. We can simply go to Moveworks chatbot and type in whatever we need to update, edit, or find, including file ingestion and user ingestions.

Moveworks has reduced employee time because initially, employees used to spend so much time going to the third party to do all those jobs. Now they can simply do it via Otter, which is Moveworks, and this has saved much time and provided accurate results as well.

Moveworks offers different environments, such as a sandbox and a production environment, which differentiates my various use cases. We can integrate as many APIs as we want, whether they are XML, SOAP, or REST APIs.

More use cases can be added to the agent marketplace so that it is easier for us to integrate. The visibility, settings, and permissions should be more clear.

Moveworks can provide easy methods and methodologies to continue working on agent studio and save time on the settings and permissions that Moveworks offers.

More use cases can be added to the agent marketplace and the YAML or the DSL methods can be simplified, adding more methods to make it easier for us to create compound actions. Currently, we lack clarity about the DSL used in Moveworks, with only a few examples in the documentation.

I have been using Moveworks for two years.

Moveworks is stable.

Customer support is really great and they help us a lot by providing examples and screenshots. Sometimes they implement solutions when we encounter issues.

I previously used Azure, where I created middleware and deployed it. Moveworks has been really effective for us in doing API implementations.

I did not choose any option. Moveworks was given to me by my head.

I have no business relationship with this vendor other than being a customer. My overall review rating for Moveworks is nine out of ten.

On-premises

Microsoft Azure

We use Moveworks mainly for ITSM items, approvals on various tasks, password resets, knowledge FAQs, request items, and file support tickets. We also use it for consultant and vendor onboarding and off-boarding. The Moveworks agents are used purely for service desk and help desk operations. It performs the work equivalent to approximately 15 humans per week.

They handle all the training and implementation work, making it very easy to use. It integrates into Slack and connects with ServiceNow effortlessly. The only limitation is getting all the service requests or features in ServiceNow that it can learn.

Anyone can use it through Slack by simply asking questions to receive answers.

We partnered with them to build a Workday integration for requesting and checking time off. They are expanding across the enterprise as a co-pilot, integrating with HR, finance, Keeper, and Salesforce. We also use their communications module, which allows scheduled communications to be sent through Slack or Teams. These communications are personalized for each recipient. When comparing email engagement rates of 3% to Moveworks' 12%, the platform reaches approximately four times more people.

There is always room for improvement, though it depends on how complicated one wants to make it. For our needs, it has served its purpose effectively. The expansion into enterprise-wide integration capabilities shows promising development.

We signed an agreement with Moveworks in 2019.

The system is very stable.

It scales easily as needed when modules are activated.

The customer service is very responsive and excellent. Being an early adopter may have contributed to this experience. They are integrated and responsive in our Slack environment.

Positive

The solution saves us approximately three-quarters of a million dollars per year. The cost effectiveness depends on keeping the agent costs below the license fee. Different organizations may negotiate different deals, making it difficult to make direct comparisons.

The value proposition depends on several factors including your setup, ITSM tools, enterprise applications, and volume of requests. For reference, we handle approximately 12,000 calls and tickets monthly, which makes the solution particularly beneficial in reducing routine calls.

We were an early adopter and partner, collaborating on the Workday integration. Our partnership included quarterly meetings with the President and product team, and we spoke at various events with them.

Regarding support, achieving seven or eight out of ten indicates excellent performance, as perfect support is virtually impossible to achieve.

This review rates Moveworks as 10 out of 10.

Moveworks serves my organization primarily through its integration with Teams and other platforms like ServiceNow. A specific example of how I have used Moveworks with Teams and ServiceNow is that we created forms to be used in ServiceNow, and with the integration, it pulls those forms into Teams chat, allowing people to fill them out directly without needing to access ServiceNow.

Moveworks has positively impacted our organization by lowering ServiceNow service desk calls by 90%, as users now prefer to ask questions through Moveworks in Teams before calling for help.

This reduction in service desk calls has effectively focused our team's workload on more significant issues that require direct assistance instead of general inquiries that Moveworks can handle.

Moveworks has delivered high return on investment, as many issues are resolved through Teams chat without needing calls, alleviating traffic on our ServiceNow instance.

Moveworks offers several best features, including Teams integration, inbuilt AI assistance, and easy integration with other platforms through plugins.

The feature I rely on the most is the conversational Paths in Moveworks, which allow us to interact with users by pulling details from them to create catalog item requests in ServiceNow.

Additionally, I am using Events in Moveworks for notifications about changes in request statuses, such as when new requests are opened, closed, or comments are made.

Improvements needed for Moveworks include addressing limitations in Paths, such as the inability to utilize more than twenty conversations and the ingestion of forms that have client scripts or dynamic elements.

Regarding Moveworks's AI capabilities, I have not seen any breaches in security, which is positive, but regular audits should be conducted to ensure proper usage.

In terms of accuracy and reliability, I have found Moveworks to be reliable, scoring around eighty to ninety percent, but not one hundred percent, as artificial intelligence is not perfect.

I have been using Moveworks for the last two years since we started in 2024.

Moveworks has been stable, with downtime occurring only two or three times in the last two years.

Moveworks has handled increased usage well, demonstrating significant scalability.

Customer support has been adequate; I would rate it around seven out of ten, as support often forwards cases to developers after collecting details.

We had not used a different solution before Moveworks; it was our first one, although we considered others.

Moveworks was the only platform we were searching for, primarily because of its integration with ServiceNow.

On-premises