Interested in learning how to streamline and scale your IT operations efforts?
Check out this case study from the team at Leidos around how they’ve leveraged generative AI to improve employee experience and productivity all, while operating in a high security environment with their federal customers.
We would love to hear your thoughts on this story, so be sure to scroll to the bottom of this post for some discussion inspiration!
“Looking ahead, generative AI will only continue to reshape how modern enterprises like Leidos deliver world-class service and support. We’re excited to double down on this transformative technology alongside an AI partner like Moveworks.” - Lexy Guenther, Operational CIO, Leidos
“There’s a lower barrier for us to reskill staff and leverage AI capabilities through the Creator Studio. Rather than having to buy costly customized AI solutions, we can build tailored capabilities ourselves with low-code tools, which allows us to infuse AI across our organization pretty quickly.” - Joe Cannon, Director of Intelligent Automation
Background 🌍
Leidos, a Fortune 500 technology innovator, is dedicated to addressing global challenges in national security, health, and other critical sectors. With 47,000 employees worldwide and $15.4 billion in annual revenues for the fiscal year 2023, Leidos is committed to driving innovation and delivering exceptional service to its federal customers. The company sought to enhance its IT support operations through the use of generative AI, partnering with Moveworks to achieve this goal.
Challenges 🚧
Leidos faced several challenges in providing IT support across its vast enterprise:
- Maintaining a vast technology ecosystem with hundreds of applications.
- Adhering to stringent federal security and compliance standards.
- Enabling productivity for a global, multi-sector workforce
Solution 💡
To address these challenges, Leidos implemented Moveworks' AI platform with their bot Iris, which was designed to handle Leidos' scale and complexity while adhering to federal standards, providing a conversational IT support experience that allows employees to describe their IT needs in natural language and receive tailored solutions.
Key Benefits 🌟
The implementation of Moveworks' AI platform provided several key benefits for Leidos:
- Deflected more than 3,000 routine IT issues every month.
- Boosted employee satisfaction with IT support by providing quick and accurate assistance.
- Saved over 3,000 productivity hours every month.
- Increased self-service, with 35% of employees using AI to get support
Impact 🚀
The deployment of Iris transformed the employee experience at Leidos by making IT support more conversational and user-friendly. This change led to a marked increase in employee satisfaction and greater adoption of other IT investments. Additionally, the low-code extensibility of Moveworks' platform allowed Leidos to rapidly build custom AI workflows, further enhancing Iris' functionality and enabling the company to infuse AI across its organization. The success of Iris has paved the way for Leidos to extend the impact of AI across more business functions, ensuring that the company remains at the cutting edge of innovation and service delivery.
Discussion 💬
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Can anyone relate to the challenges that Leidos faced in addressing the support needs of a complex, global organization? If so, which tactics did you employ to overcome these obstacles?
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Do any of you operate in a high security environment or support federal customers? If so, how were you able to address these objections or concerns with launching your programs?
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Has your bot program led to improvements in employee productivity and satisfaction? If so, what methods are you using to capture these types of improvements (e.g., NPS, CSAT)
