AI-powered employee support with Moveworks and ServiceNow

One place to ask for help: how a multinational group brought AI to employee support with Moveworks and ServiceNow

From ticket forms to conversations: a focused, value-driven rollout that makes self-service the easy option.

Asking for help at work should be as simple as sending a message. For many large organisations, though, it still means finding the right portal, picking the right form and waiting in a queue.

In this use case, we look at how an organization with more than 15,000 employees gave its people a single, conversational channel for support. The combination: Moveworks for the AI experience, ServiceNow as the platform behind it, and Atlafy bringing the two together.

The company and the challenge

Our client is a company operating across several countries. ServiceNow was already well established as the platform for managing internal services.

The foundations were solid. The next step was the experience: taking the platform to a new level through AI and automation, without a big-bang programme. They chose Moveworks and a focused rollout built around clear value.

Three goals guided the project:

1. A single point of contact. Employees ask for help, search for information and open requests in one fully conversational experience.
2. More self-service, more productivity. People get answers quickly without waiting for the service desk, and each request takes less effort to handle.
3. A foundation for growth. The groundwork to keep adding advanced AI and automation capabilities over time.

The solution: Moveworks on top of ServiceNow

We delivered an intelligent conversational assistant, fully integrated with the ServiceNow platform and Employee Center. Employees simply describe what they need; the assistant finds the answer or opens the right request for them.

What the implementation covered:

• Integration with ServiceNow and Employee Center, so the assistant works with the services, catalog and knowledge employees already rely on.
• SSO, connectors, plugins and Moveworks skills, setting up secure access and the actions the assistant can carry out.
• Ingestion and indexing of service information, so answers come from the organisation's own content.
• Guided request creation from the conversation, using employee context to pre-fill details and route each request correctly.
• A web AI Assistant with corporate branding, plus role and permission management to control who sees what.

The value delivered

A better experience. Asking for help now feels natural and fast, in line with the digital channels people use every day. No forms to hunt for, no guessing which team to contact.

Greater efficiency. Intelligent routing and self-service mean fewer tickets reach the service desk, so agents can focus on the requests that really need them.

Ready to scale. The organisation now has a solid technical foundation to add new AI and automation use cases as its needs grow.

Why Atlafy

Atlafy is a 100% pure-play ServiceNow Premier Partner, with offices in Spain and Switzerland and clients across Europe. Our team brings more than 12 years of experience on the platform, 25+ certified consultants and over 250 projects and services delivered, with a 5/5 ServiceNow CSAT score.

We are committed to taking AI from demo to production, and to taking the platform beyond IT. That includes conversational experiences like this one, built with Virtual Agent, Now Mobile and Moveworks.

What our clients value most: a flexible, proactive model, transparent estimates, a dedicated and stable team, and continuous improvement long after go-live.

Thinking about AI for your employee experience? Let's talk about what a focused, value-driven rollout could look like for your organisation. Contact us

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