Inspiration, Tips, & Spotlights

If your Agent Studio plugin used to respond in 2 seconds and now takes 8, you might not have a bug, you might have an architecture problem.When you stack multiple actions back-to-back in a conversation process, the AI has to stop and process everything after each one. More actions, more data, more thinking, and your user is stuck watching a spinner.The fix: either add a natural user interaction between actions (like collecting a required field), or bundle your chained actions into a single compound action that runs behind the scenes.One reasoner turn. Cleaner context. Faster plugin.📬Want more tips like this? Subscribe to the Agent Studio Developer Newsletter in Community or via email.

We recently hosted a session on how to move from AI ambition to real enterprise automation — and what it actually takes to deploy AI agents that work across the business.Here are the key takeaways 👇 🔎 The Core ChallengeEnterprise work rarely lives in one system.Even simple tasks often span:• Multiple applications• Several approvals• Manual handoffs• Status chasing and follow-upsThe result? Operational friction, slower execution, and teams stuck in low-value work. 🤖 What Makes AI Agents Actually

Huge thanks to everyone who joined Sarah Chudawala, Senior Customer Success Manager at Moveworks, and Joe Birney, Director of IT Product Enablement at Motorola Solutions, for an honest and insightful look at Motorola’s journey from a homegrown support bot to a scalable, enterprise-ready AI assistant: Echo, powered by Moveworks.Here’s your quick recap with key takeaways 👇 🧩 The “Build vs. Buy” MomentMany organizations have the talent to build internal to

We can find the available time of our colleagues using the findMeeting API and this will give us the available slots of the user. This works perfectly for my calendar.Usecase: For the executive assistant, to get meetings on behalf of a shared or delegate mailbox that they have access to, this API doesn’t work.During our implementation:The findMeeting API works correctly for the authenticated user:https://graph.microsoft.com/v1.0/me/findMeetingHowever, when attempting to retrieve available meeting times for a shared or delegate mailbox using:https://graph.microsoft.com/v1.0/users/{sharedMailboxEmailId}/findMeetingthe request returns an "Unsupported Scenario" error.Even

​Objective:  The objective of this design is to enable the consumption of Moveworks Large Language Model (LLM) capabilities from enterprise platforms such as ServiceNow, rather than restricting LLM usage solely to a conversational chatbot interface. This document uses ServiceNow as a reference integration platform to illustrate the approach.  Business Use Case Overview The proposed integration enables multiple high‑value business use cases designed to improve operational efficiency, service quality, and knowledge reuse across IT and business teams.The solution supports, but is not limited to, the following cases like: 1. Incident Summarization a

Big thanks to everyone who joined Esther Dsouza and Will Davis for this technical walkthrough on how ServiceNow teams are deploying agentic AI with Moveworks in live production environments — with real examples of search, actions, approvals, and proactive workflows.Here’s your quick recap with key takeaways 👇 🧠 The Big Idea: ServiceNow + Moveworks = An “Intelligent Front Door” for EmployeesServiceNow is your system of record — Moveworks becomes the conversational layer that helps employees find answers and take action across systems without needing to know where

The ProblemMoveworks has a native ServiceNow approvals flow that includes three plugins (Approval Information, Update Approval Record, and List of Approvals). In a perfect scenario, the user would simply ask to show details on their approvals and ask to approve only one record at a time. The more common scenario, users ask to approve multiple records at once and because the chat bot supports planning it will attempt to complete this task and sometimes it can work, but most of the time it fails. The SolutionWe can disable the native plugins and create a custom plugin that supports bulk actions and recreates the native functionality. The downside to this approach is that the calls would be real time and I suspect the native plugins ingest the approval details which is why it serves the inf

Easy win for the Moveworks Web Assistant. We are a Google shop and maintain a required pinned folder of bookmarks for all employees, giving them quick access to the most important places to find information. We recently added the Web Assistant URL to this bookmark list and have found that it’s helping employees access the assistant more easily and driving adoption up. It’s been a simple, quick win for the team.See Screenshot below.

Device issues are one of IT’s biggest headaches, but many can be proactively prevented. ​@mirel.ivan from Keysight built an Ambient AI agent that is able to listen to Nexthink events and alerts device owners the moment a problem arises. It then evaluates the event details, compares them against available Remote Actions, and automatically runs the right one to fix the issue. This agent can powerfully reduce manual triage and helps keep employees productive, rather than troubleshooting. Check out his video here i

For People Lookup, it’s not recognizing our employees named “Wesley” as “Wes”. What are some ways for users to be able to look up Wes and found Wesley? Is it possible to set a conditional rule in “Source-Specific User Attribute Mapping” in Import User advanced setting so that anyone named Wesley can be recognized as Wes as well? Any ideas?

What’s one thing you’re excited to create, improve, or rethink this year, and why? Share in the comments below! 

Huge thanks to everyone who joined our session with Consumers Energy! Their team shared a behind-the-scenes look at how they’re scaling AI across the organization, from field operations to HR, and the lessons they’ve learned along the way.Here’s your quick recap with key takeaways 👇🔧 What Helped Them Scale AI1. Strong process foundationsBuilt a storm-support manual for volunteer responders Created an internal acronym library to reduce confusion

Consumers Energy, a Michigan-based natural gas and electricity provider, has been steadily expanding how they use AI to support both employees and field teams. After modernizing their service desk with Moveworks, they’re now exploring how their AI assistant, CEVA, can improve coordination between people, processes, and day-to-day operations.Tomorrow, Joe Langa, IT Manager at Consumers Energy, will share practical examples of how his team is approaching this work — from connecting field crews with timely information to building internal tools that support safety, productivity, and decision-making.🔍 Topics we’ll cover: How AI can assist field operations by helping route issues quickly and surface safety guidance Approaches to scaling self-service and automation across a large enterprise How Consumers Energy is using Moveworks’ AI Agent Studio to build solutions tailored to their enviro

Looking to give users more control over proactive Agent Studio notifications? Check out this new post that shares a simple architecture using a Moveworks Notifications Table to manage opt-in/opt-out preferences for specific use cases (like approval reminders or service anniversaries). Tried something similar? Create a post and tell the community about it!

Hey everyone 👋 I’m new here. Curious, what’s the simplest AI use case you’ve rolled out that actually had the biggest impact at your org?I’m talking small things that made a real difference, maybe something that started as an experiment but ended up saving time, cutting headaches, or just making life easier for your team.Would love to hear your examples!

Idea: Turn raw feedback into actionable insights for better customer experience. We’re excited to share an idea to make CSAT feedback more meaningful and actionable. Here’s what we’re planning:Capture Free-Text ResponsesCSAT survey comments are now flowing into the Data API.Link Interactions for ContextIntegrate parent interaction IDs for file ticket link clicks and MW form agent handoffs. This will require significant engineering effort but will provide richer context.Mandate Comments for Low ScoresRebuild the CSAT process in Agent Studio to require comments for lower ratings—acknowledging trade-offs in analytics.Better Feedback AssociationUse user IDs and timestamps to link interactions with specific topics/domains tied to poor scores. Our goal: Deliver these enhancements on time and make CSAT insights

From laptops and mobile devices to collaboration tools and global IT support, his team ensures that employees can focus on delivering value — not fighting friction. “The main problem we’re trying to solve is ensuring that people aren’t coming to work just to be hindered by the complexity… People are coming at work to actually deliver value, to create new products to support our customers.”Amadeus set an ambitious goal: give employees back four hours per week to focus on business objectives. To achieve this, Fredic and his team turned to Moveworks. “Moveworks helps us solve these challenges, mainly by surfacing information and processes that were sometimes hidden to the employee through the agent. So it’s very easy now for the people to go to the agent, ask a question, and be guided — or even have the agent implement part of these actions.”The results have been tangible:

Want to make sure you never miss updates on the conversations you care about most? Just hit “subscribe” on any forum or group.👉 By following, you’ll get notified when new discussions pop up, so you can jump in, share your perspective, or pick up helpful insights right away.Stay in the loop, stay engaged, and stay hydrated!. 🙌 

Have you considered building an internal champion program with your employees to give them early access to help with testing, feedback, roadmap ideas? How have you found success with similar initiatives?

Monika Korolczuk, part of the IT organization at Databricks, is on a mission to make the employee experience seamless at scale. When she joined, Databricks had around 3,000 employees — just three years later, it’s more than 8,000 and still growing fast. “With that scale comes a lot of challenges and opportunities around meeting the business needs,” Monika said. “We’ve been trying to keep up the pace and ensure that, as the company comes to address customer needs, we can also internally keep up with that.”Moveworks first came in to support Databricks’ IT evolution journey — enabling orchestration, implementing workflows, and later expanding into HR and beyond. The team completed an 8-week implementation, but at first adoption was just 10% due to minimal change management. “So, we went back, we revised our use cases, did some internal campaigning… that was a gam

The era of AI experimentation is over — 2025 is all about strategic implementation and real business impact. Check out our latest report: 4 Big Shifts IT Teams Are Making with AI in 2025 👉 Read it here! Inside, you’ll find:✅ The new benchmark for IT performance in the AI era✅ Why centralization is key to simplifying operations✅ How enterprise search can slash IT workloads✅ What it really takes to build agentic AI — and deploy it at scale

Meet Ben Spaunhorst, Manager of the Digital Workspace Automation team at World Wide Technology (WWT). With over a decade at the company—and roots at the service desk—Ben has played a key role in transforming employee support at scale.“My name is Ben Spaunhorst, I'm the manager of our digital workspace automation team at World Wide Technology... My background actually came from our service desk. I worked at the service desk probably for eight years before moving into my current role. But that's where we actually first implemented Moveworks.”Since joining, WWT’s workforce has more than doubled, growing from 5,000 to nearly 12,000 employees. But instead of growing the service desk team at the same pace, Ben and his team turned to AI.“We're continuing to grow rapidly, quickly. And so we need IT

We are looking to create a survey for use with our internal business partners after we deploy a new skill or capability in our chatbot. Does anyone else do anything like this? If so, are you willing to share? I have been looking at project-focused CSAT surveys but would be interested to know what others are doing. Thanks in advance!

Meet Dianne Kokotoff who was recently awarded Leader of the Year at the SS&C Customer Excellence for her amazing work, including AI innovation. With over 25 years of experience leading IT operations across global organizations, Dianne currently serves as the Executive Director of Enterprise Solutions and Automation at Wellstar Health System. Her impressive background includes service in the U.S. Army as a Signal Officer and over a decade at Equifax, last role as VP of Global Service Management.At Wellstar, Dianne leads seven high-performing teams responsible for automation, application development, ServiceNow, support of external website,and IT internships. Under her leadership, Wellstar has launched a series of transformative automation initiatives, including:23+ RPA processes saving over 213,000 labo

Meet Retha Summers, IT Director at Coca-Cola Consolidated—the largest Coca-Cola bottler in North America and the only publicly traded one. With over 17,000 employees and a massive growth trajectory, her team needed to support scale without increasing service costs or compromising experience.At the heart of the challenge? A mission to make employees more productive and streamline technology experiences—especially for frontline workers.“The problems and challenges that we were trying to solve with AI... around just making employees and making our people just be more productive. We really wanted to support, especially with our frontline workers.”Retha and her team began their Moveworks journey with a clear and measurable pain point: password resets.“Our primary target ....was