What solution providers are you using or looking into to help your IT support team deliver optimized solutions with GenAI? What’s working and what’s not with these platforms?
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We’re currently using Moveworks in the HR space. Employees interact with a bot for tasks like managing leave and other HR requests. Initially, we used it with Workday, but with the recent acquisition of Moveworks by ServiceNow, we’re optimistic about deeper integration. We’re evaluating how the chatbot capabilities might expand and improve under ServiceNow’s umbrella.
I was betting back in 2023 that ServiceNow would acquire Moveworks. That should be a game changer for Service Now's automation and natural language chat bot.<br><br>
I looked into ServiceNow’s AI offerings about a year ago and ran into similar issues—mainly cost. Another major hurdle was accuracy. If your data isn’t well-documented—processes, policies, procedures—the GenAI tool ends up surfacing the wrong information. We also evaluated Moveworks. It appeared more affordable and user-friendly than ServiceNow, although it still requires comprehensive documentation to train the models effectively. But in terms of ease of use, Moveworks seemed like the better option.
We evaluated ServiceNow too, and while the idea is attractive, the platform didn’t pass our internal governance review. Security concerns and uncertainty around the effectiveness of data processing were key issues. The tool just didn’t meet our confidence threshold. However, like Yvonne, we found value in Moveworks. One area where we saw significant improvement was with a ServiceNow chatbot we use for managing approvals. Previously, the volume of approvals—especially for upper management—was overwhelming. The chatbot streamlined this process dramatically. While it’s not GenAI per se, the discussion around GenAI prompted this shift, which boosted our efficiency substantially.
We’re not using it yet for our IT service desk, but ServiceNow is definitely exploring this space. They’re positioning GenAI not just for content development but also to recommend the next best action and automate tasks—such as clicking a button that performs multiple steps. It’s a promising integration of GenAI content and workflow management. The challenge, however, lies in licensing. As new GenAI features roll out, they often come at higher licensing tiers, which quickly escalates costs. With 1,300 people in my IT department, doubling our ServiceNow spend just isn’t viable. While the capabilities are exciting, the cost and cloud-based nature of these solutions make it difficult to justify a business case.
I echo everyone’s points. At the price points we’re seeing, I expect enterprise-grade platforms to use our data intelligently—analyzing our ticket trends and suggesting workflows based on patterns. It shouldn’t be on us to manually document every process. These platforms should recognize common ticket types and propose workflows proactively. Unfortunately, it still feels like we’re expected to build all the infrastructure—like sensors and backup cameras on a car—instead of receiving a fully assembled vehicle. The technology still seems behind where it should be. I want plug-and-play capabilities that can offer production-grade automation. Most of us don’t have dedicated teams to constantly evaluate what can be automated and how to document it. Our platform providers need to accelerate their development and start delivering smarter tools.