June Updates: Your AI Program, Leveled Up

June brings exciting product updates across the board — from a new World Knowledge App that expands what your AI Assistant can do, to scaled Multilingual Support now generally available. We're also spotlighting real customer wins, including Wellstar's dramatic drop in password reset calls and LoanDepot's end-to-end approval automation. Plus, with seasonal MFA reset spikes on the horizon, we've got you covered, so read on to see how.

📹 June Events and Office Hours

• June 2 — Join Varun Sinh and Anad Bahl to ****Find out how Micron built an AI front door for its entire workforce
• June 2 — Developer Office Hours: Sign up now
• June 10 – Live Product Tour
• June 18 — Developer Office Hours: Sign up now
• May Webinar Recap: Watch AI Highlights from Knowledge On-Demand, 7 Ways to Automate Finance & Procurement Processes with Agentic AI, Build vs. Buy: How Motorola Solutions Scaled Enterprise AI Support with Moveworks

🚀 Product Updates

Check out the latest highlights below - you can always check our real-time product updates in our interactive Live Product Roadmap:

• 🎉 Introducing ServiceNow EmployeeWorks: Last month, we unveiled ServiceNow EmployeeWorks at Knowledge26 – check out the on-demand recording on the AI That Gets Work Done.
• 🔗 Introducing Custom Domains in Ticket Routing: Ticket Routing now supports direct routing by custom domain using the new domain_destination field in both Workflow Routing and Workflow DSL. Multiple custom domains can coexist in a single tenant and route to distinct workflows, eliminating the need for separate ticketing integrations per domain.
• 🤖 AI Assistant: we’ve launched of the World Knowledge App, enabling users to search public web sources, upload files, and get help with editing and writing. Starting this month , we’ll start to introduce Slack Chat Threads for a cleaner conversational experience, and Slack Native Popup & Global Actions for in-Slack reference page popups.
• 💡 Enterprise Search: Plugin Migration and Multilingual Support (MLS) for improved scalability and relevance – including MLS Quality and MLS for Files to support ingestion of non-English documents – are now generally available.
• 🧠 **All Product Updates:** Don’t forget to keep an eye on our Product Updates page in Community - tips and tricks on staying informed below!

🤝 Community Highlights

• We're kicking off something new: we'll be sharing biweekly community recaps to help you stay on top of everything happening right here in the community.
  • Read the first one here.
• 💡 Tip: Masking Agent Names in Concierge "Last Activity" Notifications
• A Quick Update on Our Release Terminology
• 💡 Architecture for Outage Detection agent
• 💡 Easy Productivity Use Cases with OOTB LLM Actions
• What HR policy questions do you wish employees could answer themselves? Click here to read more.
• 💡 Architecture for a SQL Query Generation Agent. Click here to read more.
• Community tip: Get more out of the Product Ideas section of community with filters and sort options. Find out how by clicking here.

🎖️ Academy Spotlight: Program Owner Certification & Use Case Inspiration

• New! Program Owner Certification is here. Explore the completely revamped Program Owner Certification to build the skills you need to drive adoption, scale use cases, and lead your AI program with confidence.
• Need inspiration? Check out our new 1-minute demo video series featuring real use cases you can deploy in your organization.

🎙️ Customer Story Spotlight

• Wellstar was able to instantly resolve over 10,000 issues and reduced manual support work. Employees gained faster self-service, targeted communications, and quicker resolutions. Password reset calls dropped from 60% to 10%, approvals sped up from days to hours, and the team gained insight into knowledge gaps and automation opportunities. Read the full case study here.
• loanDepot deployed it’s Moveworks AI Assistant, Elle-Dee, to manage IT approvals end to end, so employees receive access to the tools they need in minutes instead of days. Managers can approve or deny access requests directly in Teams, reducing long-standing bottlenecks and improving response times across the organization. The AI Assistant’s impact extends far beyond approvals, accelerating onboarding, improving communication, and eliminating the need for high-volume phone support. Read the full case study here.

🤖  Agentic AI Spotlight: Get ahead of seasonal MFA reset spikes

• Reduce IT ticket volume by enabling self-service MFA resets directly in the Assistant across Duo, Okta, Ping Identity, Microsoft, ****and OneLogin by letting users resolve common lockout issues faster with natural language requests like “reset my MFA” or “I can’t access Okta.”
• Pair MFA reset plugins with password reset actions to create a seamless account recovery experience from a single conversation.
• 📌 Streamline identity access management without manual intervention – use the Initiative Designer to help you build workflows.
• ⚡️You can always leverage the Moveworks Developer Homebase as your one-stop shop for building in Agent Studio – quickstarts, cookbooks, APIs docs.

Thanks for being part of our community, and see you next month!

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