September Updates: Clear Your Backlog Before Quarter-End
As the quarter winds down, September is packed with ways to get ahead. We're rolling out a refreshed Agent Studio experience, upgrading every customer to GPT-5.4, and giving admins more self-service control in Setup. Plus, we're spotlighting two customers who have put Moveworks to work at scale - along with Agent Marketplace plugins to help your teams close out the quarter strong. Read on to see what’s new!
📹 Upcoming Events
- September 10: World Forum New York City
- September 15: How Medtronic Turned AI Hype Into Measured Value Across HR
- November 4-5: now[dev]26 in San Jose, CA (Registration now open, Early Bird pricing until Sep 30)
🚀 Product Updates
Check out the latest highlights below ⬇️ Stay informed by bookmarking All Product Updates in the Community.
- Agent Studio Facelift is live: Agent Studio has a refreshed look and feel, including updated icons, colors, and typography. Builders can also enjoy a smoother experience with user-friendly asset names, automatic field validation, technical-name previews, and warnings before closing unsaved work.
- 🌟 Delete more configurations directly from Setup: Admins can delete 10 additional configuration types - including connectors, SSO, chatbot, user identity, forms, and permission rules - directly in Moveworks Setup, making routine cleanup more self-service. Built-in dependency checks help prevent unintended impacts, but deletions are permanent, so review all confirmation messages carefully before proceeding.
- 🎉 **GPT-5.4 Upgrade:** By September 9, all customers will be upgraded to GPT-5.4. This brings every tier onto the latest Moveworks Reasoning Engine and will include improvements that reduce duplicate plugin behavior.
- 💡 Improvements to the Setup User Identity Journey: New customers (post-August go-live) can now enjoy more flexible field mapping, expanded attribute support, and preconfigured Microsoft Graph defaults to simplify setup – detailed documentation here. This is a planned improvement for existing customers in Q4.
- 🔗 New Interaction Type in Data API: **** Data API now captures user attestation acceptances, enabling admins to report on who accepted an acknowledgment form, which form they accepted, and when. To keep existing engagement metrics consistent, exclude user attestation interaction and conversation types from overall volume reporting.
- 🎉 Coming in September: This month, EmployeeWorks Web Assistant will also intelligently support table visualization to render high-value structured data as interactive tables, while BriefMe’s MultiModal abilities will expand to also support doc. and PPT. file types.
- 🧠 Live Product Roadmap: check our real-time product updates in our interactive Product Roadmap!
🤝 Community Highlights
- Browse questions and knowledge submitted by our Community members during the month of August!
- Registration is open: Come build with us at now[dev]26
- Stop Losing Meeting Time to AV Issues: How NAVI Streamlines Support in Seconds
- Boost Portal Search Adoption: Connect Your Search Bar to AI Assistant
- Join us in welcoming new members, share tips, and introduce yourself:
- Too cheap, Too expensive or that's fair?
- Transforming ServiceNow Portal Search with AI Assistant on Web
- Have a question or want to make an introduction? Click here to post in the community.
🎖️ Academy Spotlight: ServiceNow University
- Moveworks Learning Paths are now available at ServiceNow University: check out our Employee Communications: Core Concepts , **Knowledge Studio: Core Concepts, Employee Experience Insights (EXI): Core Concepts, Analytics: Core Concepts,** and **Agent Studio Developer Fundamentals** for a refresher!
🎙️ Customer Story Spotlight
- Robinhood consolidated roughly 250 fragmented IT and HR support queues into a handful of governed workflows on ServiceNow. With Moveworks as the front door in Slack, they now deflect 70% of employee requests automatically, save over 2,200 hours per month, and hold 94% employee satisfaction. Read the full case study here.
- BambooHR scaled global support with Moveworks — connecting their knowledge base for instant self-service, automating high-volume workflows, and building custom device and provisioning automations in Agent Studio. Since launching in 2024, they've cut support tickets by 30%, freed IT to take on strategic work like an IT business partner model, and expanded Moveworks across departments. Read the full case study here.
🤖 Agentic AI Spotlight: Plugins to Close Out the Quarter
Agent Marketplace plugins can help move critical work forward: from accelerating deal approvals and contract signatures to surfacing quarter-end insights, clearing SLA backlogs, and completing expense reconciliation. Looking further ahead, teams can also streamline PTO requests and check employee availability before the busy holiday season. Explore these ready-to-use plugins in the Agent Marketplace, or use them as inspiration for workflows built in Agent Studio:
- Accelerate late-stage deals: Approve Salesforce discounts, retrieve opportunity call notes, update CRM records from Gong calls, and send DocuSign agreements.
- Clear operational backlogs: Surface ServiceNow tasks nearing SLA and remind approvers about outstanding requests before they roll into the next quarter.
- Complete expense reconciliation: Automatically clear low-risk claims while routing edge cases with a short rationale.
- Prepare for end of year: Let employees request time off (SAP, UKG, Workday), help managers approve requests, or enable teams to check upcoming availability before the holiday season.
You can always use the Initiative Designer to help you build workflows! As a reminder, the Moveworks Developer Homebase is 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!