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Moveworks

Moveworks is an American company headquartered in , specializing in an agentic platform that enables enterprises to automate employee support, information retrieval, and workflows across IT, , , and other departments. Founded in 2016 by Bhavin Shah (CEO), Vaibhav Nivargi (CTO), Varun Singh (President), and Jiang Chen (CTO of ), the company initially focused on conversational to resolve IT support issues without human intervention. Over the years, Moveworks has evolved into a comprehensive assistant platform that serves over 350 enterprises and more than 5 million workers worldwide, integrating with systems like , , and to handle queries and end-to-end task automation. The platform's core capabilities include context-aware search, generative AI-driven summarization, calendar management, and secure of repetitive tasks, helping organizations reduce tickets by up to 70% and boost productivity. Notable clients include , , , , , , and Hearst, demonstrating its scalability in diverse industries. Moveworks has achieved significant recognition, including five consecutive appearances on the AI 50 list from 2019 to 2023, ranking #2 on Fast Company's 2025 list of the world's most innovative companies, and winner of the 2025 Americas Partner of the Year Award. The company raised $315 million in funding, reaching a $2.1 billion valuation in 2021, and in March 2025, ServiceNow announced its intent to acquire Moveworks for $2.85 billion to enhance its AI portfolio, though the deal remains under regulatory review as of late 2025.

History

Founding

Moveworks was founded on June 1, 2016, in . The company was established by four co-founders: Bhavin Shah as CEO, who previously co-founded Refresh.io (acquired by in 2015); Vaibhav Nivargi as CTO, an ex-founder who worked at Aster Data and co-founded ClearStory Data (acquired by ); Varun Singh as President and VP of Product, with experience building natural language understanding-driven bots at ; and Jiang Chen as VP of AI and CTO, who contributed to open-domain question-answering at and booking algorithms at . The initial motivation stemmed from the inefficiencies in traditional enterprise IT support, where employees often waited hours or days for resolutions to routine issues, prompting the founders' vision that "no employee should have to wait for help." Moveworks' early focus was on developing an -powered integrated with tools like and to automate common IT support tasks, such as password resets and software access requests, thereby enhancing employee and reducing burdens. This approach aimed to address the limitations of scripted, rigid support systems by leveraging conversational capable of interpreting queries. Among the early challenges was building a conversational AI system that could reliably understand and respond to varied inputs without relying on predefined scripts, a task complicated by the need to integrate with diverse enterprise environments while ensuring accuracy in issue resolution. The company began operations from its first office in Mountain View with a small initial team comprising the four founders and a handful of AI-focused engineers dedicated to .

Growth and Funding

Moveworks experienced rapid growth following its founding, transitioning from a niche IT support startup to a prominent enterprise platform. The company secured its initial significant funding through a $30 million in April 2019, led by and Ventures, which enabled it to emerge from and scale its conversational capabilities for resolving employee IT issues. This was followed shortly by a $75 million Series B round in November 2019, led by , ICONIQ Growth, and , bringing the total funding to $105 million at that point and supporting expansions in technology. By June 2021, Moveworks raised $200 million in a Series C round led by and Alkeon Capital, achieving status with a $2.1 billion valuation after just five years in operation; this round brought cumulative funding to $315 million from investors including Ventures, Lightspeed, and others. Key milestones underscored Moveworks' trajectory, including surpassing $100 million in annual recurring revenue (ARR) in September 2024, a that highlighted its commercial maturity amid the rise of generative applications. Employee headcount also expanded substantially, growing from approximately 10 at in to around 600 by late 2024, reflecting investments in to support product development and customer deployment. These achievements positioned Moveworks as a leader in -driven , with revenue growth driven by subscriptions and contracts. In terms of product evolution, Moveworks initially focused on IT support from 2016 to 2019, using to handle tasks like password resets and software provisioning via chat interfaces. By March 2021, it broadened its platform to multi-departmental agents, incorporating functionalities such as benefits inquiries and finance automation for expense reporting, enabling cross-functional efficiency. This shift aligned with post-2020 demands for hybrid work environments, where Moveworks emphasized to streamline remote employee support and reduce helpdesk reliance. The company gained early traction among enterprises, serving about 10% of them—including clients like Hearst, , and —by delivering measurable productivity gains in distributed teams.

Acquisition by ServiceNow

In March 2025, announced its agreement to acquire Moveworks, an AI-powered enterprise automation platform, for $2.85 billion in a combination of cash and stock, which would mark the software company's largest acquisition to date. The deal, subject to regulatory approvals and customary closing conditions, is expected to close in the second half of 2025. This transaction builds on Moveworks' prior valuation of $2.1 billion from its funding round. As of November 2025, the acquisition remains under regulatory review, including an antitrust investigation by the U.S. Department of Justice. The strategic rationale behind the acquisition centers on bolstering ServiceNow's agentic AI capabilities by integrating Moveworks' conversational AI and technologies into its platform. This integration aims to create unified, AI-driven workflows that automate employee across IT, HR, and , accelerating enterprise adoption of autonomous AI agents and enhancing overall productivity. ServiceNow highlighted that Moveworks' platform, which already deploys thousands of AI agents for thousands of customers, complements its existing platform updates focused on AI orchestration. For stakeholders, the deal is expected to provide a substantial , with the $2.85 billion valuation representing approximately a 20-25x multiple on Moveworks' annual recurring revenue, which exceeded $100 million by late 2024. This outcome is anticipated to deliver significant financial returns to Moveworks' founders, including CEO Bhavin Shah, and its over 500 employees, who view the acquisition as an opportunity to scale their agentic innovations within a larger . Investors from prior rounds, including those from the 2021 Series C, stand to benefit from the premium valuation amid a competitive market. Post-acquisition, Moveworks' technology will be merged into 's offerings to enable joint product development, focusing on AI-powered automation solutions that deliver end-to-end employee experiences. The combined entity plans to prioritize innovations in generative AI agents, with Moveworks' contributing to enhanced search and resolution capabilities across 's customer base of over 8,500 enterprises. This approach is intended to position as a leader in transforming through seamless .

Technology

Core AI Platform

Moveworks' core platform is built on a Reasoning that leverages generative and agentic workflows to autonomously manage complex, multi-step enterprise tasks, such as IT troubleshooting, HR requests, and workflow automation, across diverse business systems. This architecture enables the platform to interpret queries and execute actions without constant human intervention, transforming static support processes into dynamic, adaptive operations for global workforces. At its heart, the platform features a central layer that intelligently routes user queries to the most suitable tools, , and integrations, ensuring efficient while minimizing errors in multi-system environments. It also incorporates capabilities, allowing the AI to adapt to entirely new tasks and data types without requiring additional training or labeled examples, which enhances its flexibility for rapidly evolving enterprise needs. These components are powered by a combination of large language models, including fine-tuned variants of and GPT-4o, and proprietary MoveLM models trained on enterprise-specific data to handle domain-specific vocabulary and compliance requirements. The platform's scalability is designed for high-volume enterprise use, supporting interactions for over 5 million employees across more than 350 organizations, with individual deployments handling tens of thousands of daily queries at low latency through -based infrastructure. For instance, at customer , the system has saved over 351,000 productivity hours, demonstrating its ability to scale without compromising performance or security. This deployment model ensures global accessibility and seamless with providers, enabling real-time processing of millions of interactions enterprise-wide. Since its inception in 2016 with foundational for IT support, the platform has evolved into a fully LLM-powered system by , shifting from simpler conversational tools to advanced agentic agents capable of end-to-end automation. This progression incorporates model chaining techniques, where multiple LLMs like are orchestrated with specialized models to deliver precise, context-aware responses tailored to enterprise workflows.

Natural Language Processing and Machine Learning

Moveworks' (NLP) capabilities center on advanced intent detection, leveraging transformer-based models fine-tuned for enterprise environments. More recent implementations incorporate large language models (LLMs) like for nuanced intent analysis through long-range dependency modeling, alongside MPNet and FlanT5 fine-tuned for classification tasks. These models enable entity extraction via techniques such as slot filling, where annotated datasets facilitate the identification of key elements in user queries for context-aware responses. The (ML) framework integrates to optimize agent actions in multi-turn conversations, particularly through Moveworks' proprietary MoveLM, which applies with human feedback to refine enterprise-specific behaviors. draws from vast anonymized datasets, including over 500 million support tickets, 14 million bot conversations, and 400,000 articles, enabling iterative on 1.2 million examples to improve model fluency in workplace scenarios. This approach supports multi-turn understanding and organization-specific interactions, achieving 77% accuracy in function-calling tasks compared to 55% for baselines like GPT-3.5 Turbo. Key innovations include custom embeddings tailored to domain-specific , such as IT , using a fine-tuned MPNet model (100 million parameters) trained on approximately one million query-document pairs with contrastive and to capture enterprise semantics. mitigation employs retrieval-augmented generation () enhanced with agentic elements, incorporating query enrichment, intelligent retrieval, , and relevance scoring to ground responses in verified sources and reduce inaccuracies from static training data. Performance metrics demonstrate high efficacy, with domain prediction—critical for intent routing—exceeding 90% accuracy via human-annotated evaluation, enabling over 90% resolution rates for common queries through precise . A continuous learning loop drives model improvement without human intervention for routine updates, involving regular retraining on anonymized usage data, user feedback from channels like and , and metric-based enhancements to and error rates. This process ensures ongoing adaptation, with models like MoveLM updated iteratively on phased enterprise datasets for sustained accuracy.

Products and Services

AI Assistant Capabilities

Moveworks AI Assistant features a conversational interface powered by , enabling employees to pose queries in everyday language and receive instant responses or automated actions without needing structured commands. This interface supports context retention across interactions, allowing follow-up questions to build on prior exchanges for more efficient support. Core functionalities focus on automating routine tasks in IT, such as password resets, software installations, and access provisioning; in , including policy lookups, benefits inquiries, and processes; and in , like submitting expense reports, routing approvals, and surfacing financial data from disparate systems. The user experience emphasizes accessibility through multi-modal text-based support, integrated directly into collaboration tools like , , and web portals, where employees can interact via chat without switching applications. It includes proactive suggestions, such as generating email summaries with Brief Me or managing calendar events, which adapt to user context to anticipate needs and streamline daily workflows. In October 2025, Moveworks launched the AI Assistant on web as a central interface for workforce support. Automation extends to full end-to-end workflows, where the assistant autonomously creates , executes actions like granting resource access, and resolves issues—often completing processes in seconds without escalating to human agents—via built-in plugins for search, , and productivity tasks. For instance, it can handle IT ticket lifecycles from initiation to closure or automate access requests by interfacing with systems, minimizing and accelerating resolution times. This capability leverages agentic reasoning to break down complex requests into sequential steps, ensuring reliable outcomes grounded in enterprise data. Recent enhancements include Scoped Assistants for specialized tasks and a no-code Assistant Builder, announced at Moveworks.global 2025. Security is embedded at the enterprise level, with features like data encryption in transit and at rest, access controls to prevent unauthorized interactions, and safeguards against AI risks such as hallucinations through fact verification and . Customer data remains isolated, never used to train external models, and queries are processed using organization-specific resources without exposure. Deployment supports cloud-based operations on AWS with regional hosting options, including EU compliance zones, and hybrid setups via the Moveworks On-Prem Agent for secure integration with on-premises systems. The platform adheres to rigorous standards, including GDPR for data protection, SOC 2 Type 2 for security controls, and ISO 27001 for information management, ensuring auditable and privacy-focused operations.

Enterprise Integrations and Applications

Moveworks provides an extensive integration ecosystem through native connectors to numerous enterprise applications, enabling seamless connectivity across diverse business systems. Key integrations include for automation, for , Workday for HR and finance processes, Microsoft Azure Active Directory for authentication, and for and sales workflows. This API-first design, supported by a Headless API introduced in 2025, allows for custom extensions and embedding of AI capabilities into existing applications without disrupting current infrastructure. The platform applies across multiple business functions, with comprising a significant portion of use cases, often exceeding 60% in customer deployments for tasks like incident resolution and software provisioning. HR self-service applications include automating , benefits inquiries, and policy access, while facilities requests are handled through integrations that resolve issues such as room bookings or maintenance tickets. By 2024, Moveworks had expanded to support sales and procurement, enabling AI-driven , contract approvals, and vendor interactions to streamline operations. Deployment models offer flexibility to meet varying security and compliance needs, including for cloud-native environments, hybrid setups that combine processing with on-premises agents for systems, and on-premises installations via the Moveworks Agent on virtual machines or servers. These options are particularly suited for sensitive industries like and healthcare, where secure, firewall-protected integrations ensure data isolation and regulatory adherence without requiring network changes. Customization is facilitated through (RBAC), which assigns permissions to limit user actions, and low-code tools like Agent Studio, allowing administrators to tailor workflows, build specialized AI agents, and configure domain-specific assistants without extensive programming. This enables organizations to adapt the platform to unique processes, such as scoped assistants for recruiting or prospecting, enhancing relevance and efficiency across teams.

Business Impact

Customers and Partnerships

Moveworks serves more than 350 enterprises worldwide, supporting over 5 million employees and representing approximately 10% of the Fortune 500 companies. Notable clients include , , , and , among others such as , , and . The platform has been adopted across 76 countries and in 44 languages, enabling broad global deployment for multinational organizations. In many implementations, Moveworks has achieved over 50% reduction in IT ticket volume and live agent interactions, as seen in cases like where live agent chats dropped by 50% within 30 days. Moveworks maintains strategic partnerships with major cloud providers to support its AI infrastructure. It collaborates closely with through multi-year agreements to integrate agentic AI into Copilot and the , enhancing secure generative AI solutions for enterprise support. Additionally, Moveworks utilizes (AWS) as its primary cloud hosting provider to ensure and regional compliance. Moveworks has integrated with , with the majority of its customer deployments leveraging as a core system for enterprise actions and complementary tools. Across deployments, Moveworks delivers aggregate productivity gains, such as reclaiming thousands of employee hours monthly— for instance, over 16,000 hours at Amadeus and 75,000 hours at a top pharmaceutical company—translating to general time savings of around 30 minutes per employee weekly in optimized workflows. These outcomes stem from automating routine IT and HR tasks, reducing mean time to resolution by up to 400 times compared to industry averages in select cases.

Awards and Recognition

Moveworks has received numerous accolades for its advancements in enterprise , particularly in conversational and . In 2025, the company was ranked #2 on Fast Company's list of the World's Most Innovative Companies in the Enterprise category, highlighting its role in pioneering agentic assistants that automate workplace tasks. The firm has been consistently recognized in Gartner's reports for applications in . Moveworks was positioned as a in the inaugural 2024 Gartner for Applications in , noted for its strong vision and execution in deploying -driven solutions. It retained this status in the 2025 report, underscoring its continued innovation in integrating with enterprise systems to streamline IT support. Moveworks has earned multiple wins in the AI Breakthrough Awards program, which honors excellence in artificial intelligence solutions. In 2024, its Copilot platform was named the Best Generative AI Platform, recognizing its ability to deliver context-aware automation across enterprise tools. The previous year, in 2023, Moveworks received the award for Best Natural Language Generation Platform, praising its advancements in processing and responding to complex employee queries. Forbes has featured Moveworks on its AI 50 list of top artificial intelligence companies multiple times, including placements in 2022 and 2023, where it was celebrated for transforming employee productivity through conversational . In November 2025, following ServiceNow's announcement of its acquisition of Moveworks earlier that year, the company was named a winner of the Microsoft Americas Partner of the Year Awards, acknowledging its collaborative integrations with ecosystems as a key factor in enterprise adoption. Industry analysts have praised Moveworks for its contributions to democratizing within , with reports citing its platforms for effectively reducing employee friction by automating routine IT interactions and minimizing "digital debt" from fragmented tools. ServiceNow's announced acquisition of Moveworks, valued at $2.85 billion in March 2025 and pending regulatory review as of late 2025, has been described as a potential consolidation in for enterprise service management, further elevating Moveworks' profile in subsequent recognitions.

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