Triage Insights are now more accurate (Effective 16th October)

Hi Moveworks Community,

We’ve upgraded the infrastructure behind Triage Insights to a more modern, standardized data pipeline, making your Triage reporting more accurate and reliable.

Triage in Moveworks applies only to ticket data, predicting and auto-filling fields like Category, Subcategory, Business Service, and Priority. Each ticket gets a Triage Result: Correct, Incorrect, No Prediction, or Not Relevant. Previously, for less than 1% of tickets, the system didn’t always pick the most accurate record, so some tickets showed the verdict as Not Relevant even when a correct verdict existed. That’s now fixed, so the pipeline always uses the latest data and each ticket’s verdict reflects its most recent triage.

Note: No action is needed on your side. This improvement is automatic for all customers already using Triage on Moveworks. This is a forward fix and will only apply to all new triage runs starting 16th October.