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The roadmap, product ideas, and product plans are subject to change without notice. These plans may be refined, updated, or revised from time to time, based on customer input and market conditions. The plan described herein is provided solely for information purposes, and is not a commitment, promise, or legal obligation to deliver any material, code, or functionality.

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Welcome to the Moveworks Product Ideas Portal!We are committed to listening to and incorporating your feedback to our Moveworks Product Roadmap. What...

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    1293 Ideas

    Ajay ChikaneNew Participant

    Simplify Access Configuration for Employee Communication Feature in Moveworks1. New

    Currently, even when a user has admin access in My Moveworks, they are unable to send Employee Communications without completing additional configuration steps.To send employee communications, users must manually configure the following: Navigate to Moveworks Setup → Notification Setup → Additional Controls Enable permissions for the Employee Communication feature This process adds unnecessary complexity for admins who already have access to both environments.We request an enhancement to automatically enable Employee Communication permissions for users with the Employee Communications (E-Comms) role, eliminating the need for additional manual configuration.Expected:  Users with the Employee Communications (E-Comms) role can send communications without additional setup. The system automatically grants necessary permissions under “Notification Setup → Additional Controls.”

    0
    Forum|Forum|10 months ago
    João Durand

    Triage Improvement1. New

    Hi Community,At our company, we were planning to use triage - however, the model’s precision hasn’t been ideal, partly due to data quality issues.We’ve been exploring ServiceNow Predictive Intelligence to retrieve the top 10 results using either classification or similarity models on our incident data.Our proposed improvement is to introduce an LLM (Large Language Model) to refine the prediction. The idea is for the LLM to evaluate the top 10 results from the ML mode - along with the description of each categor -  to determine the most accurate classification.We believe this could significantly increase the precision of both classification and similarity models, and in some cases, even replace the need for manual agent routing.Assuming triage currently uses OpenAI embeddings for indexing, implementation would be straightforward: Continue indexing all existing incident data, category descriptions, and service information. Use a RAG  approach to retrieve the top 10 results based on the user query. Have the LLM select the best match. Alternatively, using the classification model, we could: Retrieve the top 10 classification results based on the user query. Let the LLM determine the final category. Apply a confidence threshold (e.g., 70%). If the model’s precision is 60%, only high-confidence results go to the LLM, since the correct category is usually within the top few predictions. If results fall below the threshold, the ticket could be routed to an agent for review.The same logic applies when using similarity model - retrieve the most similar incidents, then have the LLM choose the best one.Additionally, since most of our agents follow knowledge articles linked to categories, we could extend this approach: Retrieve the top 5 relevant knowledge articles based on user issue. Have the LLM analyze them and select the one with the best category match. This could effectively automate L1 routing. Just some thoughts I’m planning to implement 🙂It might be worth considering this approach in genera - especially when ML alone isn’t sufficient due to data quality limitations. 

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    Forum|Forum|10 months ago
    JBouleyBBC25New Participant

    End User Conversations Transcripts For Closed Tickets in ITSM1. New

    Hello,In our ITSM our bot will receive instructions or utterances to close a ticket. As an agent we do not see the conversation leading to this decision, only the end result of our bot closing the ticket with a message stating “User Name said: Ok to close the ticket”. This could also be determined by utterances spoken and we’d like those interactions with our bot sent as a transcript to the ticket. This information can let our agents know if a ticket was closed due to lack of knowledge, our bot’s ability or even frustrations with the interactions. This will allow us to bring better resolutions to our users for future interactions.

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    Forum|Forum|10 months ago
    colin.schmalleNew Participant

    Attachment field types for ingested forms for Jira1. New

    Attachment field types are unsupported for ingested forms for Jira. It would be great to have attachments be an option for field types as we have users submit screenshots and PDFs of various types when creating tickets. 

    0
    Forum|Forum|10 months ago
    ryanKnown Participant

    Route Creator Studio API Calls through Moveworks Agent4. Future Consideration

    Follow up to this post: Route Creator Studio Connector through Moveworks Agent | Community The Moveworks Agent allows for integration of Moveworks platform into On-Prem systems.We have a Moveworks Agent installed to be able to pull data from our on-prem Confluence for knowledge ingestion; however, the same Moveworks Agent cannot be used in Creator Studio in order to query our on-prem Jira instance. Similar to how ServiceNow allows API calls to be routed through the MID Server, Creator Studio should allow API calls to be routed through a Moveworks Agent, if one is installed.

    3
    Forum|Forum|10 months ago
    pavithra.babu

    Ability to Start Live Agent Chat from Ticket Notifications1. New

     Without the ability to have the button to start a live agent chat from ticket notifications, the user needs to explicitly ask to start the live agent chat which treats it as a disconnected interaction.

    1
    Forum|Forum|10 months ago
    Christopher RNew Participant

    Message buttons - ask the bot a question1. New

    Hi,For comms messages sent using the bot, would it be possible to add a new button type?Our idea is to have a button that users can press to ask a pre-populated question. When the user clicks this button, a message will be sent to the bot as though the user typed it. The bot will then respond.The idea behind this came from our new-starter comms. When a new starter joins, we send them a bespoke message using the bot. To encourage engagement, we had the idea of including a few pre-populated questions in this message, that the new starter could select. This would start a conversation without the user having to type anything in.Thanks

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    Forum|Forum|10 months ago
    jeremy.spearsParticipating Frequently

    Conversation History Retention1. New

    To better support our Client’s audit requirements, I am looking for the ability to remove the chat history from the interface (Slack, Teams, Web) after certain duration for a targeted group.  Example: our frontline users would only see their interactions within the bot from the last 24 hours.  We would still want all the conversation data available in Analytics.

    0
    Forum|Forum|10 months ago
    mitchell.wood
    mitchell.woodNew Participant

    Data Ingestion raw logs1. New

    The new data ingestion status page is fantastic. To diagnose potential issues, could there be a way to download the raw log data for diagnosis? If we get this info, it may assist with diagnosing if the issue is on the customer side or Moveworks side. If we can see it is with the customer side, would could go out, correct those issues and then see if the next ingestion run takes that corrected document. For example, if a PDF does not get ingested, raw logs might point out that an unsupported font was found, or that the document only contained embedded pictures instead of text so it was ignored.  With the logs we could better adapt any issues to the ingestion for the bot I have attached a screenshot of where I could envision the download button per ingestion run would go to really narrow down where potential issues may occur  

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    mitchell.wood
    Forum|Forum|10 months ago
    marissa.lacombeParticipating Frequently

    Ability for the copilot to reply with explicit answers without also doing a knowledge search1. New

    CVS Health has a need to our assistant to reply with explicit answers that we define rather than doing or including a knowledge search in its response.  This feature was previously available with paths but with the new agent studio and agentic paths, a knowledge search is also being conducted. This is impactful as there are some situations where we find very outdated knowledge. The team needs time to clean it up and as a stop gap we need to publish the correct answer. Since Moveworks doesn’t take publish date into consideration, old outdated content is still sometimes used.  In summary, we need a simple, scalable way to provide scripted answers to colleagues without leveraging the copilot knowledge search feature. 

    0
    Forum|Forum|10 months ago
    DanSpenglerNew Participant

    Manager-facing messages in software provisioning4. Future Consideration

    An information field in the software provisioning configuration page, most likely following the Additional Questions section, that allows us to provide request-specific context for the request to an approving manager who may not be very familiar with the software. This would be information the approver needs to know when determining whether the request should be approved or denied.  This information might include licensing/subscription costs, the purpose of the app, whether the request involves access to sensitive information, etc.Currently there’s only a field to prompt the requester for answers.  Some of this information can be shoe-horned into those question fields, but that provides a poor user experience.  The end user should not see these messages.If the provisioning strategy is role-based, there should be a separate such field for each configured role.

    3
    Forum|Forum|10 months ago
    2613196
    2613196

    Conflict Engine for Managing Plugin Overlap in NLP Systems5. Not Enough Info to Make Decision

    Overview:In systems that utilize multiple plugins to fulfill user requests—especially when those plugins serve related but distinct purposes—it can be difficult for the NLP engine to automatically determine which plugin is most appropriate. This often results in multiple plugins being triggered simultaneously, leading to redundant or confusing outputs.To address this, I propose the implementation of a Conflict Engine: a configurable component that detects potential plugin conflicts and prompts the user to select the most relevant plugin for their intent.Key Features: Conflict Detection Logic The Conflict Engine would activate only when multiple plugins that are eligible to respond to a request, but their purposes are distinct enough to warrant user input. For example, one plugin may retrieve live event data while another provides historical comparisons from SQL. User Prompting Mechanism When a conflict is detected, and the offending plugin’s are enabled as part of a Conflict Engine the system would present a prompt listing the relevant plugins along with short, curated descriptions. The user can then select the plugin that best matches their intent. Custom Plugin Descriptions Descriptions shown in the prompt would be defined within the Conflict Engine settings, rather than pulled from the plugin metadata. This ensures clarity and avoids NLP-specific helper text that may confuse end users. Selective Plugin Participation Developers can opt a plugins int the Conflict Engine via a checkbox and select a configured Conflict Engine from a dropdown setting. This ensures that only relevant plugins are considered during conflict resolution and avoids interference with plugins that serve as dependencies or support functions. Considerations:The Conflict Engine should not interfere with plugin chaining or dependency resolution. It should only activate when multiple plugins could independently fulfill a user’s request. Plugin grouping and tagging could further enhance the system’s ability to detect and resolve conflicts. A fallback mechanism such as a timeout should activate in case the user does not respond to the prompt (e.g., default to non Conflict Engine behavior). Conflict Engines could be created/Managed under Data Type, or similar.Benefits:Improves user experience by reducing ambiguity and redundant outputs. Enhances system transparency and user control. Provides a scalable solution for managing plugin complexity as systems grow.

    1
    Ajay Merchia
    Forum|Forum|10 months ago
    sdzwonkowskiNew Participant

    Feature Request: @ the bot in conversations1. New

    It would be beneficial to have the ability to @ our bot in conversations.  For example I am conversing with a co-worker and they ask a question.  I could @moveworks (insert bot name) to provide the answer in our conversation.  Similar to what Grok does on X.

    0
    Forum|Forum|10 months ago
    whitehead.jasani
    whitehead.jasaniNew Participant

    Allow End Users to Opt-out of Approval Mirroring or ticket updates1. New

    Our engineering teams are in large approval groups, we just went live with our bot ‘Penny’ and early feedback suggests that while the proactive notifications are helpful, approval notifications can become spammy in nature. I want our users to be able to “snooze” these notifications for specific time intervals 

    2
    Forum|Forum|11 months ago
    Kiran ReddyNew Participant

    Authorizations/access based on workspace within a instance4. Future Consideration

    Since Move Works is a shared instance, when implementing use cases for HR and ITSM groups, it is critical to separate  underlying components (connectors, actions, plugins etc) with some kind of permission so that developers or admins have access only to their respective workspaces.This is important functionality so that non-HR users who would normally not have access to HR data are not able to execute plugins/http actions etc. or have visibility to logs/data that is tied to HR instances and potentially expose sensitive data.

    2
    kyril.remillard
    Forum|Forum|11 months ago
    KaviKnown Participant

    Enhancing Triage Analytics with tickets marked with drop off reason “CREATED_BY_AGENT”1. New

    To improve visibility into the effectiveness of the triage process in ServiceNow, we propose enhancing the Triage Analytics Report by including tickets that have the drop-off reason marked as “CREATED_BY_AGENT.” Currently, the Triage Analytics Report does not account for tickets that has opened by and assigned to as same person this creates a data mismatch with source data.

    0
    Forum|Forum|11 months ago
    JRofinNew Participant

    Include Initial Trigger Content in Raw Interactions for Each Conversation ID1. New

    In the Raw Interactions report, we’d like to see a column that shows the initial content or message that triggered the Conversation ID.Right now, we can see multiple user interactions under the same Conversation ID, including when users say “No, I need help.” However, we can’t see what started the conversation, which makes it impossible to analyze the root cause of user frustration or failed resolution.Without visibility into the first message or trigger per conversation, we’re unable to connect user feedback with the specific entry point, and therefore can’t take meaningful action.If we understand what triggered the user to click “No, I need help,” we can trace it back to the original content—allowing us to improve the related articles, documents, or knowledge base entries that may be falling short.

    0
    Forum|Forum|11 months ago
    Mike HonNew Participant

    Use Resolved Tickets as source for Knowledge1. New

    We’d like to see MoveWorks leverage the content added to resolved tickets to solve similar issues going forward.  Instead of having to create a Knowledge Article and formally document the work around or solution, it would be more effective to just use the knowledge from the agents captured in the ticket.   Preferably working with Jira Service Management. 

    0
    Forum|Forum|11 months ago
    Jbirney
    JbirneyNew Participant

    Context locking1. New

    We need the ability to context (or session) lock. We are migrating from a home grown solution to the moveworks platform. One nice feature we have lost is all of our custom AI bots as with the old solution we were able to use specific utterances to then enter a “chat mode” with that other bot until the user exit out (by typing in exit) or the session timed out. This way we did not have to build a bunch of different Bot Front ends, they could all come into one place. We have not found a way to do this with the moveworks platform at this time. Yes you can fire off a one shot prompt to a different bot or LLM. But any follow up questions will not have the context/history. Thoughts?

    0
    Jbirney
    Forum|Forum|11 months ago
    DanSpenglerNew Participant

    Include Employees who did not interact with Campaign in report1. New

    It would be very useful to include a list of users who did NOT interact with a campaign in the download reports.  We’ve started to use campaigns to gather information from employees, where we consider a response mandatory.  Employees who don’t interact with the campaign need more direct followup through other channels.Currently comms details only show delivery status and positive interactions, so campaign leaders have to manually infer those usernames from the difference between the total audience and the users who interacted.It seems obvious that this data should be included in campaign details, since it’s highly relevant and actionable.

    0
    Forum|Forum|11 months ago
    npenalverNew Participant

    Knowledge Studio - Enhancements to the Editor and Publishing Workflow1. New

    Request: Enhancements to the Editor and Publishing WorkflowGoal: Improve the editor experience and enable direct publishing to our preferred knowledge platform (ServiceNow). Requested Improvements:Editor Enhancements Add comprehensive rich text formatting tools, including: Text styles (headings, subheadings, paragraphs) Font formatting (bold, italic, underline, bullet/numbered lists, hyperlinks) Implement a unified prompt/editor design that allows for quick text edits while still supporting AI-assisted content generation. Include export options: Direct export to Google Docs HTML export for compatibility with tools like Confluence and ServiceNow Publishing Workflow Integrate with ServiceNow Knowledge Space to allow direct publishing from the editor to the desired knowledge base.

    0
    Forum|Forum|11 months ago
    snavaleNew Participant

    Table format support for notifications4. Future Consideration

    Hi Team,I have noticed that the current Agent Studio does not support notifications in a tabular format. We should consider adding this feature in the future, as it would enhance the clarity, style, and overall presentation of notifications for better understanding.Reference image: 

    1
    samujala
    Forum|Forum|11 months ago
    goncalo.conceicaoNew Participant

    Avoiding On-the-fly Translation of Codes1. New

    In conversations related with IT Support, upon engaging in the Live Chat with an Agent, it is typical that Remote Desktop tools are used. Typically these tools require a code to be shared by the Agent with the Caller, in order to establish the remote connection. On some occasions, we’ve observed that these Codes sent by the agent are being translated on-the-fly, which then do not work and do not allow the session to be established.   Requesting a product enhancement so the AI Assistant can recognize the context as being a support call and corresponding Codes for the remote session being shared, thus not translating these.Referrence to Case Number: 00031445

    2
    Forum|Forum|11 months ago
    jkuharNew Participant

    Ability to set custom notifications1. New

    If users tell Moveworks Bot, to stop communications, it should prompt for which items.IE:  If they want to suppress messages for a particular Ticket Type,  System Integration, General Announcements in Employee Comms module, etc.  

    1
    Forum|Forum|11 months ago
    yashCommunity Manager

    Enhanced feedback telemetry - RELEASED TO ALL1. New

    Hello analytics community,  We are happy to announce that we have rolled out a significant update in analytics. The feedback counts are set to increase, since now it captures the exact button click of thumbs up / down. For example: [1] On the feedback table (accessible via the overview page),You will find the thumbs up and down clicks to be increased, these are the exact count of button clicks that your users made on the AI assistant.   [2] On the aggregated reports , the widgets that showed feedback counts are set to update to the latest telemetry as well.   Previous announcement post  

    0
    Forum|Forum|11 months ago

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