Moveworks Beyond MS Teams and AI Assistance

Hey ​@rajeev.saraf , great write-up and cool prototype! Love seeing the community push the boundaries of what's possible with the platform.

Wanted to flag two things that are directly relevant to what you're after:

1. Conversation API
We recently announced a Conversation API that will let you make headless requests to the Moveworks assistant programmatically, no Teams or chat UI required. This is essentially the "platform independence" layer you're building toward. You can call it from ServiceNow (or any platform) via REST and receive the same AI-powered responses. Might simplify your integration significantly since you wouldn't need to wire up individual plugins/compound actions on the Moveworks side — you would talk to the assistant directly.
 

2. Ambient Agents
For several of your use cases — incident summarization, solution recommendations, knowledge article generation — Ambient Agents can already handle this today. You can set up an ambient agent that triggers when a new ticket is created (or updated), analyzes it, and posts findings directly as a work note on the ticket. No Teams dependency, no user-initiated interaction required, it all happens automatically in the background. This covers a big chunk of your use cases out of the box.

Between the two, you might find you don't need the custom ServiceNow-to-Moveworks REST plumbing at all.

Would love to hear how these fit into what you're building!

Thanks ​@Kevin Mok , I will give a try to the points you made and shall post back here about the outcomes.

HI Kevin, I did not find any way to call listener without REST outbound. can you please help how that can be achieved? 

Hey ​@rajeev.saraf - To call a listener, you need to make a REST POST request to the listener. That’s the only way you can trigger it at this time.

Is there any reason you can’t make a REST outbound request from your NOW instance?

Hi ​@Kevin Mok - I am already doing that by outbound REST message, I was referring to what  you said in the your response.
“Between the two, you might find you don't need the custom ServiceNow-to-Moveworks REST plumbing at all.”

​@Kevin Mok, Can ServiceNow send a prompt to reasoning engine and get response back ? 

​@rajeev.saraf - We may have had some misunderstanding, you still require REST calls, but based on your video and message it seemed like you were trying to build something custom.

​@satheesh.kumar1 - Not at this time, once the Conversations API is released, it will be possible.

which APIs are being used to call moveworks LLM? I thought there is no APIs are exposed by moveworks. please point me to the documentation on how I can call moveworks LLM to get some response via REST APIs.. explain more about how this setup is done

​@Guruprasad.Marathe - It’s not yet available, that is our Conversations API which is slated for Q2 this year as shown in our roadmap

Okay. I knew it was on roadmap, but when I saw a demo, I thought he might be using listener to access LLM with some tricks, when he mentioned below items are used to implement the demoed feature. 

but all those features which he mentioned ServiceNow already provides. with a license off course :) ,  do we require any other license in future to consume moveworks LLM APIs?

Moveworks Platform Implementation

The following components were configured within the Moveworks environment to support request handling, orchestration, and secure communication:

• Listener
• Plugin
• Compound action
• HTTP Actions
• Credentials

About licensing, I don’t have a clear answer for that, it’s outside of my domain. I am sure when we are closer to LPs and GA there will be more information about that.

​@Guruprasad.Marathe  - It is about calling the Webhook from ServiceNow which invokes a Moveworks plugin → compound action .

this compound action will :

• get the requirement number from servicenow
• generate the release note and acceptance criteria .
• using a post call these generated text will be saved in servicenow record.

Hello ​@Kevin Mok 

I’d like to try the Conversation API, you have mentioned. Where can I find the endpoint of this Conversation API  ? - I like the idea of having it as a "platform independence" layer. - Is this LLM internal from Moveworks or the one from NowAssist?

About Ambient Agents — is there an OOB Agent that cover Change Request ticket generation based on a task number the developer work on?.

Hey ​@eberteo - The conversations API is not generally available at this time, it’s on our roadmap slated for Q2 of this year. And it’s not NowAssist, this is strictly Moveworks.

About the Ambient Agent I am not very sure what you are asking, it would be helpful if you explain your use case in a new post or here.

Hey ​@Kevin Mok, sorry about that. I forgot to proofread my previous message. Regarding the Ambient Agents, do you have any link where I can read more information about them?

So I’m looking to automate the change_request table on my ServiceNow instance, this is in relation to the ITSM that my organization follows. Every time we update the system internally we open a record in accordance to the type of Change and in there we explain the ITIL process. I believe this process could be automated by far, instead of investing most of our time in there. 

That makes sense ​@eberteo 

To get started on it you can read more about them here: System Triggers - I highly recommend using the Ask AI feature on our docsite and also Agent Architect in Agent Studio to help you plan this out.
 

From the sound of it, it should be quite doable.