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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.

Share your feedback in our Product Ideas Portal

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

    ioanna.tzanetouNew Participant

    Auto-Scroll to Beginning of Answer1. New

    Currently, when the Moveworks chatbot (on the web) generates an answer that is longer than the visible window, users need to manually scroll up to read the beginning of the response. This can be inconvenient and disrupts the user experience.We would like to request a feature enhancement where, after the bot generates an answer, the window automatically scrolls to the beginning of the response. This will ensure that users can immediately start reading the answer from the top without needing to manually scroll.

    0
    Forum|Forum|1 year ago
    bkenny101New Participant

    Allow Customisation of Get Help and/or its description1. New

    Request for functionality to customise what it says instead of Get Help button and/or the hover description. At the moment we have users not clicking this button as it appears with the hover description to be an external link for help from Moveworks help despite employee comms instructions. This means users are reaching out via dm for support when something isn’t working with the bot instead of clicking Get Help. Please add customisation to the Get Help button and/or its description so we can make it clearer in the bots UI what this button is for and if clicked it is internal! 

    2
    Forum|Forum|1 year ago
    bkenny101New Participant

    Channel Resolver Limitation/Functionality1. New

    Hi, At our org the main support avenues have been specific Slack Channels for many years with several bot or triage ticketing features to our Jira Service Desks. We want to consolidate this using Moveworks after a select few teams were part of the initial roll out last year.When we introduced Moveworks we opted to use the Slack App itself instead of Channel Resolver due to limitations and as we try to roll out to further departments we are hitting roadblocks due to these limitations:No context or visibility of citations sent to the user by Moveworks bot via DM in the Slack channel to provide the SD Agent with context Unable to trigger paths, queries or any AI Agents from Channel resolverWe check to ask if there was any further updates or future roadmap planning for these limitations? They are key for several teams within the org to onboard our Moveworks bot

    1
    vpawar
    Forum|Forum|1 year ago
    mthameParticipating Frequently

    Knowledge Studio Reporting1. New

    It would be a nice addition for Knowledge Studio to have a way to track articles that you have published or updated based on its recommendations. It would also be nice to be able to see or run a report on how many articles were published as a result. A way to mark the articles as completed or published would be a great enhancement. We often get asked by our senior executive how the bot is helping us in this regard and right now we do not have an easy way to track it. 

    0
    Forum|Forum|1 year ago
    jstapletonNew Participant

    Knowledge Article notifications1. New

    It would be extremely helpful if we could be automatically notified when a Knowledge Article continues to be presented but a ticket is still created.  Users don’t interact much with the emojis, so it would be better to inform us if a specific KB continues to result in ticket creation.

    0
    Forum|Forum|1 year ago
    Thomas.CoffeyKnown Participant

    Disable Notifications for Embedded AI Assistant1. New

    We were extremely excited to recently go live with Embedded AI Assistant for ServiceNow within our Organization as users can now chat with our bot through the Employee Services Portal and receive help. However, numerous users have reported it is a poor user experience to receive duplicate notifications from the web bot and through Microsoft Teams - The bot is essentially showing approvals that someone may have already taken action on. We are also seeing partial creator studio paths appearing in the web bot when users are chatting with the bot in Teams. We would like to disable all notifications from the web bot before we feel confident embedding the AI assistant elsewhere in our organization due to the concern over spam/unnecessary notifications. 

    0
    Forum|Forum|1 year ago
    brian.shriftNew Participant

    Customize Slack Ticket Update1. New

    Request the ability to customize the Ticket Status Update content. Specifically for our use case (I’m sure others have additional), we'd like to keep the language/experience as close as possible between ServiceNow Emails, ServiceNow Portal and Moveworks. We're interested in what we can customize on the Ticket Status Update.Status: [Status] (keep it on the same line to conserve space) Remove Last Updated (unnecessary as Slack timestamps messages) Remove Opened by, Requested For & Created At (unnecessary information)On the buttons:Add comments / attachments = Until we can get this in experience Slack, this should go to the ServiceNow Portal instead of a Moveworks comment page (same URL as the INC at the top) Rename Close Issue to Accept Solution.  Currently this action puts the ticket into the Resolved status, can it put it directly to Closed?

    0
    Forum|Forum|1 year ago
    justinrousKnown Participant

    Additional Log Information4. Future Consideration

    I would like to know if the Moveworks platoform provides a way to view conversational history in the logs. There may be some issues with the triggering of plugins that are launching when they should not be. It would be very helpful if we could view the conversation the user had with the bot so we could identify the user input that triggered the plugin call. When viewing the analytics page, it does not provide any information about plugins. Is this something that is available? It would be very helpful to review the entire convesation history to see how users are interacting with the bot, what type of questions they are asking, and what conversations are triggering plugins. 

    3
    Ajay Merchia
    Forum|Forum|1 year ago
    SimonBelousoffNew Participant

    Knowledge Base Plugin - Source Identification1. New

    For the Knowledge Base plugin, ability to have a filter/ tag/ attribute that enables you to identify/ understand the source knowledge base (e.g. SNOW ITSM vs SNOW HRSD vs Sharepoint vs Confluence vs ...) that the plugin accesses/ searches to complete the request. This usage is surfaced/ made visible in Analytics - AI Assistant Insights.

    0
    Forum|Forum|1 year ago
    ramon.espinosaNew Participant

    New Button Configuration Type1. New

    When creating a campaign and adding a button, it would be great to have a new “type” that is preconfigured to help generate a ticket/incident. For instance if IT is rolling out an update and is sending a comm to employees about it to either let them know or get feedback, it would be great to have a button with the option that allows the user to select to create a ticket/incident based on that comm. This would help track who is actually having an issue directly related to the event and can be seen in both the dashboard as well as in the ITSM tool.Current Types in Employee comms to add new “Need Help” button type 

    0
    Forum|Forum|1 year ago
    Chris.Frommlet
    Chris.FrommletNew Participant

    Private comments in Jira Service Management to not throw off time to first response metrics.1. New

    Bot currently immediately updates tickets created with information, which are added publicly to the ticket, which marks the ticket as responded to.  This makes tracking actual TTFR impossible.  Bot responses upon ticket creation need to be added privately to prevent them from triggering TTFR flags.

    0
    Chris.Frommlet
    Forum|Forum|1 year ago
    Angus Walker
    Angus WalkerInspiring

    Attachment Slots in use cases7.0 Duplicate

    Some of the use cases we have had suggestions for, require the bot to ask for supporting documents.It would be nice if we could add an attachment type to the required slots, the base64_encoded content could then be passed to the HTTP Action.

    2
    Ajay Merchia
    Forum|Forum|1 year ago
    nikhil.kavirajaNew Participant

    Audio cue when M4W/Embedded AI Assistant loads1. New

    It would be great if we could provide an audio file that could be associated to our bot and play as an audio cue when the bot loads on the browser. 

    0
    Forum|Forum|1 year ago
    cmaciasNew Participant

    ability to see all interactions gaps in knowledge base insights.1. New

    Didnt see a button to view all samples.

    3
    Forum|Forum|1 year ago
    julie.leungNew Participant

    Easier approval flows1. New

    I have seen some other bots where the software approval flows are drag and drop or dropdown menus. We are currently needing to write basic and complicated json approval flows whcih is not scalable for our team. We would like to see it where we can easily choose users, okta groups, dls, etc to be approvers in a basic form, sequential, or alternative approvers. It would be great if we could even make it if approver B has not responded in x number of days, move to approver B. But all this should be able to be set up with better ui or drop down menus. 

    0
    Forum|Forum|1 year ago
    lferroNew Participant

    Ability to configure who has "View Interactions" button in analytics1. New

    It would be helpful to be able to have different levels of access/ability to customize views for the Analytics module so that it’s possible to grant access to the aggregated analytics and dashboards, while also restricting which users can go into the interaction data, which could contain sensitive information.

    0
    Forum|Forum|1 year ago
    lferroNew Participant

    Ability to view filters applied to audience on published Employee Comms campaigns1. New

    In addition to being able to edit the text in Employee Comms campaigns, it would be helpful to be able to view (and edit) what filters were applied to the audiences after the campaign in published.Currently, if I select “View details” for my recurring new hire campaigns, all I can see next to audience is “Selected new hires”. Sometimes I want to double check that I applied the right filters or remind myself which filters are set for that campaign. Currently, if I do want to check or if I need to change the filters, I’m forced to cancel the campaign and set it up again, which causes issues for reporting/tracking continuity and makes our campaign space very confusing. 

    0
    Forum|Forum|1 year ago
    pavithra.babu

    Analytics - Topic categorization based on internal service portfolio1. New

    Currently the topic categorization for analytics is very generic, it is difficult to then share these analytics to our service teams as it is mixed up with bot interactions in so many different areas. I think the topic categorization will be more meaningful if it is trained and based on our internal tickets and service categorization. Still room for some error with AI predictions, but I would imagine it will be closer and more relevant.We are currently struggling to respond to our service teams who are asking how the bot did to reduce/deflect tickets in their specific area. 

    0
    Forum|Forum|1 year ago
    Thomas.CoffeyKnown Participant

    Upload Attachments During Live Agent Chat1. New

    During a live agent chat with IT or HR agents, users frequently have to email their attachments to the agent or be walked through how to open a ticket and add an attachment, or to upload an attachment to a ticket that has been created. It would be great If users could upload attachments to live agents during their conversation to get assistance faster. 

    0
    Forum|Forum|1 year ago
    lalikuma
    lalikumaKnown Participant

    Perform agent action via BOT ex: Assign the taskXX56XX to me1. New

    Perform agent action via BOT ex: Assign the taskXX56XX to meThis is with ServiceNow, Possibility around how we can make this happen.Flow-Check the Assignment group he is part of and assign to him. 

    0
    lalikuma
    Forum|Forum|1 year ago
    Vishal BogatiNew Participant

    Enable Dayforce Integration or Content Crawling for HR Self-Service Support1. New

    Recommend integrating Dayforce as a knowledge source within Moveworks—either through a full integration or by enabling content crawling to access general HR-related information. This would allow the bot to surface relevant answers to common employee queries around time off, payroll, benefits, and policies stored in Dayforce. It will significantly reduce the need for manual HR support and enhance the bot’s ability to deliver a seamless self-service experience for users.

    0
    Forum|Forum|1 year ago
    ramon.espinosaNew Participant

    Comms Preview Tracking1. New

    When setting up campaings, it would be great if there was the ability to add multiple people to send a preview of the message to rather than one person at a time. Also having the ability to track if it was delivered or not to those individuals. Doesn’t have to be in the campaign but somewhere that identifies date/time, successful or not and name of campaign. Content of what was sent would be ideal as well, but not mandatory.

    0
    Forum|Forum|1 year ago
    Ajay Merchia
    Ajay MerchiaCommunity Manager

    Ambient Agents: Scheduled Trigger6. Delivered

    Invoke an Ambient Agent on a scheduled cadence.

    3
    Simon Vassallo
    Forum|Forum|1 year ago
    afleury
    afleuryInspiring

    Gamification/Ludification elements to make chatbot engagements fun, interesting, and keep the team coming back for more :)1. New

    I've been exploring ideas to make chatbot interactions more enjoyable. Adding a touch of fun could boost engagement, encourage more frequent use, and help users develop a daily habit of using the chatbot. This could be implemented as an optional feature toggle._____________________________________________________________Concept: ChatQuest Pro is a gamified chatbot feature designed to enhance user engagement and satisfaction for Moveworks' customers. By integrating elements of gamification, ChatQuest Pro transforms routine interactions into fun and rewarding experiences, fostering a culture of continuous learning and collaboration.Key Features: Daily Professional Challenges: Users receive daily tasks or challenges related to their roles, such as problem-solving exercises, industry-specific quizzes, or team-building activities. Completing these challenges earns points, badges, and recognition within their organization, driving engagement and motivation. Skill Development and Training: ChatQuest Pro offers interactive training modules and skill development exercises tailored to the needs of Moveworks' customers. Users can track their progress, earn badges (similar to Moveworks Academy), and unlock new training content as they advance, ensuring continuous professional growth. Leaderboard and Recognition: A company-wide leaderboard highlights top performers based on their points and achievements. Users can earn recognition and rewards for their contributions, fostering a competitive yet collaborative environment. Project-Based Quests: Users can participate in project-based quests where they collaborate with colleagues to achieve common goals. These quests simulate real-world business problems, enhancing problem-solving and teamwork skills, crucial for innovative projects. Rewards and Incentives: Points earned can be redeemed for professional development opportunities, such as attending conferences, online courses, or receiving mentorship. Regular engagement is incentivized with bonuses and exclusive access to company resources, aligning with our customers' commitment to employee growth. Unlock customization of your bot, similar to what Microsoft is doing with their new Copilot where you can make adjustments to the avatar or create your own. Personalization and Analytics: The chatbot tailors interactions based on individual user roles, preferences, and career goals. Managers can receive analytic reports to track user engagement, identify skill gaps, and tailor training programs accordingly, ensuring data-driven decision-making. Value Proposition: ChatQuest Pro offers Moveworks' customers a powerful tool to enhance employee engagement and satisfaction. By transforming routine tasks into engaging challenges, ChatQuest Pro fosters a culture of continuous learning and collaboration. Users are motivated to interact regularly, develop new skills, and achieve professional growth, leading to increased productivity and innovation within their organizations.Market Potential: With the growing emphasis on employee engagement and the increasing adoption of AI-driven solutions in the workplace, ChatQuest Pro addresses a significant market need. By offering a unique and engaging experience, Moveworks can differentiate itself from competitors and provide added value to its customers.Conclusion: ChatQuest Pro is a strategic addition to Moveworks' suite of AI solutions, designed to enhance user engagement and satisfaction. By integrating gamification elements, ChatQuest Pro transforms routine interactions into fun and rewarding experiences, fostering a culture of continuous learning and collaboration. This innovative feature not only boosts employee engagement but also drives productivity and innovation, making it a valuable offering for Moveworks' customers.

    0
    afleury
    Forum|Forum|1 year ago
    omnisarahNew Participant

    Ability to query when an individual user was granted access1. New

    In a user’s profile it shows that they have or have not been granted access, but not the date/time the access was granted. Would love to see someone’s ‘start date’ with the assistant.

    0
    Forum|Forum|1 year ago

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