Moveworks：2024人力资源领导者指南：如何利用人工智能实现员工支持自动化白皮书 HR leader's guide How to automate employee support with Al

HR|eader’sguide:Howtoautomateemp|oyeesupportwithA|

©Moveworks,Inc

©Moveworks,Inc

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Introduction

Ifyou’relikemostHRdepartments,thenyour

teamisoftenthefirstlineofsupportforallkinds

ofemployeequestions.Whetherit’srecruitingor

payrollorperformancemanagement,yourteam

workshardtoaddressqueriesandensuresmoothoperationsandhighemployeemorale—despite

increasinglycomplexglobaltalentneedsandlimitedresourcestomeetyourambitiousgoals.

Torisetothischallenge,yourHRteamneedsto

providetherightinformationtotherightpersonatexactlytherighttime.Butmanagingandaccessingthisstaggeringamountofinformationdispersed

acrosscountlesssystems,databases,and

repositoriescanoftenfeelnexttoimpossible.

NotonlydoemployeesstruggletofindthecorrectinformationforbasicHRquestions,butyour

resourcesenduptiedupwithinformationretrieval.Inaccessibleinformationmayhinderyourteam’sfocusonstrategicinitiativesandreduceservice

quality.

What’sanHRleadertodo?Theanswerliesinunitingenterprisesearch,automation,andproductivity.

Bytheendofthisebook,youshouldhavea

clearerunderstandingofhowtoimplementthesestrategies,measuretheirimpact,andachieve

tangibleresults.GetreadytorevolutionizeyourHRoperationsandelevateyourorganizationtonewheights.

Chapter1

SEARCHexploreshowenterprisesearchcanbeyourlifeboat:byunifyingandempoweringyouremployeestoquicklyaccesscriticaldatainto

asingle,searchableplatform,yourteamscan

staybetterfocusedonfulfillingemployeeservicerequestsandelevatingyourpeoplemanagement.

Chapter2

AUTOMATIONdiscusseshowautomationcan

helptorevolutionizehowHRteamsoperateby

automatingroutinetasks,providingemployees

withself-serviceoptions,improvingknowledge

accessibility,andreducingthevolumeofHRqueries

–empoweringyourteamtofocusonstrategic

initiatives.ThischapterdelvesintothepowerofAI-poweredautomation,andhow

AIcopilots

canunderstandcontext,makeinformeddecisions,andautomatecomplextasks.

Chapter3

PRODUCTIVITYCouplingsearchwithautomation

helpstofullyrealizeenterprisesearch’spotentialandenablemuchgreaterHRteamsefficiency.Together,thesefunctionscanautomateroutinetasks

triggeredbysearchresultstobreakdownsilos,

automateHRprocesses,improveincidentresponse,andenhanceoutcomemeasurement.

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01:Youneedmorethanjustsearchforemployeesupport

Knowledgeisthefuel

poweringyourpeopleteam

.Itiscriticalfortalentmanagement,fulfilling

employeeservicerequests,andachievingyour

performancemanagementgoals.YourlargeHR

organizationlikelyoverseesanimmensevolumeofinformationdistributedacrossnumeroussystems,databases,andrepositories.However,withouta

centralized,robustsearchcapability,thisknowledgemayremaintrappedinsilosandindividual

applications,hinderingefficientproblem-solvingandservicerestoration.

Enterprisesearchisabout

muchmorethansimplyfindingdocuments;it’saboutunlockingthecollectiveknowledgeof

yourentireorganizationandisespeciallycriticalforHRteams.

Bysurfacingrelevantinformationswiftly,itcan

helpaccelerateemployeeproblem-solving,reduceresolutiontimes,andimproveoverallservicequality.Byimplementingacomprehensiveenterprise

searchsolution,HRteamscanbetterunlockthefullpotentialoftheirorganization’sknowledgebase,

accelerateincidentresolutionandimproveservicequality.

Additionally,arobustsearchcapabilitysupports

HR’sknowledgemanagementinitiativesby

facilitatingthediscoveryandreuseofexisting

knowledgearticles.Withyourhighvolumeof

employeesupportrequests,timeisoftheessence.Asyoupushtowardsgreaterefficiency,enterprisesearchshouldnolongerbealuxury,butanecessityfordrivingoperationalproductivityanddelivering

exceptionalserviceexperiences.

Thischapterdelvesintowhyasimplesearchtoolisn’tenoughformostHRteams,exploringthecomplexitiesandbenefitsofthispowerfultechnology.

•Whyyouremployeesrelyonenterprisesearch

•Howenterprisesearchworks

•HowAIaugmentsenterprisesearch

•Whattolookforinenterprisesearchsoftware

•Enterprisesearchusecases

•HowPaloAltoNetworksunlockedunparalleledemployeeproductivity

•Whysearchisonlythebeginning

FromunderstandingitscorefunctionstoharnessingthepotentialofAI,you’llgaininsightsintohow

enterprisesearchcanhelptodriveoperational

excellenceandempoweryourHRteam.Nowlet’sdiveinanddiscusshowtotransformyourbusinesswiththepowerofinformationatyourfingertips.

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Whyyouremployeesrelyonenterprisesearch

Youremployees

relyheavilyonsearchtoidentifycommonissues,resolveincidents,andcreate

knowledgebases.However,keyword-based

searchtoolsoftenfallshort.Limitedsearch

capabilities,inconsistentinformationacrosssilos,anddifficultiesincreatingmayhinderknowledgemanagementeffortsandmayresultinconfusedemployeescontactingyouralreadyoverwhelmedHRteamforsupport.

Employeesstruggletofindrelevantinformation

quickly,leadingtoincreasedrequestsforHR

supportandfrustration.Additionally,alackof

integrationbetweensearchtoolsandotherHR

systemslimitstheireffectivenessandprevents

employeesfromaccessingalltheinformationtheyneedtoresolveissuesindependently.

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CoreHRtasks

Currentstate

What’spossiblewithenterprisesearch

Support

Userstaketoolongtofindthenecessaryinformation

Fasterinformationretrieval:Usersmayfindanswersinstantly,givingthemsubstantialtimebacktofocusonstrategic,moreimpactfulwork.

Userscan’tfindtheinformationtheyneed

Betteruserexperience:

Implementingrobustsearchtools

equippedwithcomplexqueryhandling,NaturalLanguageProcessing,and

contextualunderstandingcangreatlyimproveuserinformationretrieval.

Usersareusingoutdatedorincorrectinformation

Moreaccurate,consistentinformation:Breakingdowninformationsilosandensuringdataisup-to-dateusinginternalknowledge

baseandfilesearchwithexternalsearchshouldgiveusersmoreaccurateandcompleteinformation.

Steadystreamsofhighvolume,loweffortticketqueuesstealHRbandwidth

Increasedselfservice:Userscanbetterfindsolutions

independentlyacrosstheircompany’sknowledge,files,andexternalhelpcenters.

IncreasedHRsatisfaction:Moreself-servicehelpstodecreaseHRticketsvolumeandworkload,lettingyourteamfocusonmorecomplextasks.

Accessinginformation,creatinginternal

documentation

Breakinginformationoutofsilosistime-consuming,lowpriority

Enhancedcontentdiscovery:Byinstantlysearchingacrossinternaldocs,differentfiletypesandplatforms,employeescanbetterfindpreviouslyinaccessibleanswers.

Redundancyofquestions,

supportrequests,etc.bogdownHRteams

Quicklyaddresshighfrequencyquestions:Improvedsearch

functionalityhelpsusersquicklylocatetheinformationtheyneed

withintheirinternaldocsandacrossdifferentfiletypesandplatforms.

Usertraining

Employeeswhobecome

overwhelmedandunableto

findonboardingandtraining

informationquicklymaybelessproductive

Efficientonboardingandtraining:Streamlinedsearchcapabilitiesenableemployeestoquicklyaccesstheinformationtheyneed

duringonboardingandtraining,enhancingproductivity.

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Howdoesenterprisesearchwork?

WithconsumersearchtoolslikeGooglereadily

available,youmightthink,“Search?That’seasy!”Butwhenitcomesto

enterprisesearch

,thesituation

isfarfromsimple,especiallybecausemost

organizationshaveavastoceanofdata,ranging

fromstructureddataneatlyorganizedindatabasestounstructuredcontentscatteredacrossemails,

documents,andmultimediafiles.Additionally,

enterprisesearchoftenrequiresmorespecificityandaccuracythanatypicalGooglesearch,necessitatingmorerefinedandadvancedsearchtechniques.

Atitscore,enterprisesearchsolutionswork

bycrawlingandindexingcontentfromallyour

differentdatasources,likefileshares,intranets,

anddatabases—theunstructuredandstructureddatasourceswediscussedearlier.Theybuilda

centralized“map”ofsorts,allowinguserstoquicklysearchandretrieveinformationfromacrossthe

organizationinoneplace.

Enterprisesearchtoolsoffersmanybenefits,

however,thereanumberoffactorsthatmaylimitthesearchperformanceofstandardsearchtools:

•Dataformatlimitations:Manysearchtoolsarerestrictedtospecificfileformats,suchasdocumentsorspreadsheets.Thislimitationsignificantlyhamperstheireffectivenessasitexcludesvaluableinformationcontained

withinPDFs,presentations,images,networkdiagrams,anddatabases.

•Dataprivacyandsecurityconcerns:Whenallowingunifiedaccessacrossallrepositories,youshouldmakesurethatsensitivedata

remainsprotected.Ensuringsensitive

dataremainsprotectedwhilemaintaining

accessibilityisacriticalchallenge.The

softwareyouchooseshouldadheretotherightpermissionsandattempttoensurethatonly

authorizedusershaveaccess.

•Languagebarriers:Organizationswithaglobalworkforceencounterdifficultieswhensearchtoolsareprimarilydesignedfora

singlelanguage.Effectiveenterprisesearchrequiresmultilingualcapabilitiestoempoweremployeesworldwidetoaccessknowledge–regardlessoftheirlanguage

•Integrationchallenges:Havinga

fragmentedHRlandscape,withnumerous

systemsandapplications,maypose

integrationhurdlesforenterprisesearch

tools.Todeliveracohesiveuserexperience

andcomprehensivesearchresults,seamlessintegrationwithCRM,HR,assetmanagement,andothercriticalsystemsmaybeessential.

However,notallenterprisesearchiscreatedequal.Astechnologyhasadvanced,we’veseenashift

fromtraditionalkeyword-basedsearchtomore

intelligent,AI-poweredapproaches.Thisnew

technologyenablescompaniestoutilizeadvancedtechniquestonotonlyfindinformationbuttoalsouncovervaluableinsights.

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With

naturallanguageprocessing(NLP)

,machine

learning,andAIsearchengines,enterprisedata

maybeunderstoodandinterpretedinwaysthat

traditionalkeyword-basedsearcheshaveaharder

timeachieving.Below,we’lldiscusshowapproachesusingMLandNLPenablediscoveryofrelevant

informationforgreaterpotentialaccuracyandbetteruserexperience.

HowAIaugmentsenterprisesearch

AI-poweredsearchisagame-changer

for

organizationslookingtounlockthefullvalueoftheirinformationassets.Comparedtothetraditional

search,thisnewtechnologyallowscompaniestoleverageadvancedtechniquestonotjustfindinformation,butuncoverinsights.WithNLPand

machinelearning

,AIsearchenginesareabletounderstandandinterpretenterprisedatainwaysthattraditionalkeyword-basedsearchistypicallychallengedtoachieve.

•Naturallanguageprocessing(NLP):NLP

enablescomputerstounderstand,interpret,

andgeneratehumanlanguage.Inthecontextofsearch,NLPallowsuserstoaskquestionsinplain,everydaylanguageratherthanrelyingonspecifickeywords.TheAIsearchengine

canthenparsethequery,understandtheintentbehindit,anddelivermorerelevantresults.

•Machinelearningandrelevance:AnotherkeyaspectofAIinsearchismachinelearning,particularlywhenitcomestorelevance

andranking.Machinelearningalgorithmscananalyzeuserbehavior,learnfrompastsearches,andcontinuouslyimprovetherelevanceofsearchresultsovertime.

Forinstance,ifusersconsistentlyclickon

aparticulardocumentaftersearchingfora

specificterm,theAIsearchenginemaylearntorankthatdocumenthigherforsimilarqueriesinthefuture.Thistypeofrelevancetuning

happensautomaticallyandcontinuously,ensuringthatusersalwaysgetthemostpertinentinformationfortheirneeds.

•Knowledgegraphandentityunderstanding:AI-poweredsearchenginescanalsoleverageknowledgegraphstobetterunderstand

therelationshipsbetweendifferententities

withinenterprisedata.Aknowledgegraph

isessentiallyamapofallthekeyconcepts,people,places,andthingswithinan

organization’sknowledgebase,alongwiththeconnectionsbetweenthem.

Byunderstandingtheintricaterelationships

betweenincidents,problems,changes,and

assets,AI-poweredsearchdeliversunparalleledinsights.Forinstance,searchingforaspecificdevicemightnotonlyrevealitstechnical

specificationsbutalsosurfacesassociatedincidents,changerequests,andmaintenancehistory.

•Conversationalinterfaces:WiththepowerofNLP,userscanengageinback-and-forthdialogueswithanAIcopilot,refiningtheir

queriesanddivingdeeperintospecifictopics.Thisnatural,conversationalapproachto

searchmakesiteasierforuserstofindwhattheyneed.Plus,thesecopilotscanlearnfromeachinteraction,gettingsmarterandmorehelpfulovertime.

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Whattolookforinenterprisesearchsoftware

ModernAI-poweredsearchgoesbeyondsimple

keywordsearches.FromAIsummarizationtoon-the-flytranslationtocontrolledpermissions—thesearesomekeyfeaturesthatyoushouldbeawareofwhenpickingtherightenterprisesearchsoftware.

Keyfeaturesofenterprisesearchsoftware:

•AIsummarization:Fewpeoplewouldenjoysiftingthroughdozensoflengthydocumentsandreportsjusttofindthekeypiecesof

necessaryinformation.AIsummarization

automaticallygeneratesconcisesummariesofsearchresults,savingyouvaluabletime

andpreventinginformationoverload.Nomoresiftingthroughendlesstext—getstraight

topointandthemostrelevantinformationquickly.

•Searchintent:SearchintentreferstotheabilityofAItounderstandtheunderlying

purposeorgoalbehindauser’ssearchquery.Byanalyzingthecontext,userbehavior,andhistoricaldata,AImayinfertheintentof

thesearch,reducingtheneedforusersto

continuouslyprovidefeedbackorrefinetheirqueries.

•Scalabilityandperformance:Firstand

foremost,yoursearchsolutionneedstobe

abletokeepupwithyourdata.Asyourcontentgrowsandevolves,yoursearchengineshouldbeabletoscaleseamlesslywithoutmissingabeat.Lookforplatformsthatareabletohandlehighvolumesofdataanddeliverlightning-fastqueryresults,evenunderheavyload.

•Translation:Globalteamsneedaccesstoinformationacross

multiplelanguages

.AI

translationallowsuserstosearchandreceiveresultsintheirnativelanguage,evenifthe

sourcematerialisinadifferentlanguage.

Real-timetranslationbreaksdownlanguagebarriersandunlocksanenterprise’scollectiveknowledgeforeverysingleemployee.

•Security:Securityfeatureshelptoensuretheprotectionofsensitivedataandupholddataprivacyregulations.Yourenterprise

searchsoftwareshouldprioritize

security

withfeatureslikerobustaccesscontrolsandencryptionprotocolstohelpsafeguardsensitiveinformation.

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•Accuracy:Oneofthegoalsofenterprise

searchistheabilitytodeliveraccurate,relevantresultsthatdirectlyanswerthequestionbeingasked—notjustalistofkeyword-matched

documentstosortthrough.Withfeatures

likesentence-levelembedding,youcangiveemployeesmoreaccurateanswerswith

searchresultsthatsurfacethemorerelevantsentencesfromdifferentinformationsources.

•Easeofuse:Don’tunderestimatethe

importanceofusability—bothforyourHR

teamandyourend-users.Yoursearchplatformshouldbeeasytosetupandconfigure,with

cleardocumentationandHRresources.And

theuserinterfaceshouldbeintuitiveand

user-friendly,withfeatureslikeautocomplete,facetednavigation,andactionableresults.Giveyouremployeesa

singlesourceoftruth

withaneasytouseinterfacethatactsastheircentralhubforanswers,allowingthemtosearchforinformationacrossallsystemsandfiletypesinoneplace.

•Integrations:Yourdataresidesinvarious

applicationsandrepositories.Toprovideatrulyunifiedsearchexperience,enterprisesearch

software

integratesseamlessly

withyour

knowledgebasesandapplications,ensuringaunifiedsearchexperience.Eliminatetheneedforemployeestowastetimejumpingbetweenbusinessapplicationsinsearchofanswers

—accessallyourinformationfromasingle,centralizedlocation.

•Customizationandextensibility:Notwo

organizationsareexactlyalike,andyour

enterprisesearchsolutionshouldbeflexible

enoughtoadapttoyouruniqueneedsand

usecases.Considerplatformsthatoffera

highdegreeofcustomizationand

extensibility,

fromtweakingrelevancealgorithmstobuildingcustomconnectorsandUIcomponents.A

robustAPIanddeveloperecosystemisabigplus.

•Action-oriented:Themostadvanced

enterprisesearchsolutionsgobeyondsimplyfindinginformation.Theyallowyouremployeestotakeaction.Schedulingmeetings,generatingreports,orupdatingsystemsofrecord—

wheneverpossibleeachoftheseactionsshouldbetriggeredbytheoriginalsearch.

Withtheseenhancedcapabilitiesinmind,let’s

explorehowvarioususecasesforhowenterprisesearchcouldbeappliedacrossyourorganization.

Enterprisesearchusecases

WhetheryourHRteamissolvingemployee

issues,customerITagentswanttoreferencepastresolutionsorthesalesteamishuntingdown

productspecs,enterprisesearchstreamlines

informationretrievalnotjustforHRteams,butforalldepartments.Herearecommonusecasesforvariousdepartments.

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HR

•Allowsemployeesfindinformationfromemployeedirectories,skillsprofiles,andtrainingmaterial,reducingthevolumeofHRinquiries

•Enablesemployeestoindependentlyfindcompanypolicies,benefits,andcompliancedocumentation

•EmpowersHRteamstoquicklylocatepastresumecollectionsforrecruitingsearches,streamliningthehiringprocess

IT

•Enablesemployeestoself-serveandfindinformationacrossthecompany’sdisparatesystems,repositories(fileshares,databases,andintranets),andapplications

•Supportssecuresearch,permissions,andcompliancecontrolsforsafeself-service

Finance

•Empowersemployeestoself-serveandaccessfinancialdataspreadacrossERP,accounting,banking,andothersystems

•Allowsindependentretrievalofpreviousfinancialreports,auditdocumentation,budgets,andforecastingmodels

•Enablesdiscoveryofpersonalized,relevantfinancepolicies,compliancerequirements,taxguidance,andregulatoryupdates

Sales

•Enablessalesteamstoquicklylocatethelatestproductdetails,pricingguides,andsalespresentations

•Allowsemployeestoindependentlyidentifysubjectmatterexpertstoleverageforcustomerengagements

•Empowerssalestofindpastsuccessfulproposalsandcasestudiesforsimilaropportunitiesontheirown

Marketing

•Providesmarketingwithaccesstomarketresearch,competitiveintelligence,customerdata

•Allowsmarketingtoindependentlysearchandrepurposeexistingcreativeassetslikeimages,videos,andbrandingfiles

•Enablesmarketingteamstosurfacerelevantproductinformationandsalesenablementcontentontheirown

Engineering

•Empowersengineeringtosearchinternalknowledgebases,productdocumentation,andcoderepositories

•Allowsengineeringtoindependentlylocatetestingreports,productrequirements,andpatentinformation

•Enablesengineeringtoidentifyexpertsandpreviousprojectdocumentationforknowledgesharing

Legal

•Enableslegaltoself-serveandconducteDiscoverysearchesacrossemails,documents,andcommunicationsdata

•Allowslegaltoindependentlyindexpolicies,contracts,andregulatorycontentforsearchandreview

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HowPaloAltoNetworks

unlockedunparalleledemployeeproductivity

PaloAltoNetworksisaglobalcybersecurity

leaderthatistransformingthewaypeopleand

organizationsoperate.Thecoreproductisa

platformthatincludesadvancedfirewallsand

cloud-basedofferings.Thecompanyhasrecentlyexperiencedrecordgrowthtoreachamarket

capitalizationofmorethan$100billion.

Thegrowthmeantmorehiringacrosstheboardandwithaworkforceofmorethan15,000employees,

PaloAltoNetworks’helpdeskhadtodeliversupportonamuchlargerscale—withoutdramatically

increasingheadcount.Allthiswhilemaking

FLEXWORK,aprogramtoprovidepersonalized

supporttoeachemployeeatwork.ItclearlyneededamoreefficientwaytoaddressITissues,HR

requests,andpolicyquestionsinahybridworkplace.

Tosolveitsgrowingpains,PaloAltoNetworks

deployedSheldon,itsMoveworksCopilot.PoweredbyMoveworks’ReasoningEngine,Sheldonhelpsemployeesthroughnaturalconversations,whetherthat’saccessingsoftwareoransweringquestionsacrossmanydifferentchannels.Today,itisable

tointerceptemployees’issueswhereverthey’resubmitted,beitviaadirectmessage,inSlack,throughemail,andeveninsideitsServiceNowportal.

Asaresult,thecybersecuritygiantwasable

tosaveitshybridworkforce351,000hoursin

productivity.Itisnowabletodeliverimmediate,

24/7supporttoahybridworkforcewhilefreeing

upthehelpdeskagentsandpeopleteamto

concentrateonhigh-impactinitiatives.Further,thecompanyisabletoachieveitsvisionforFLEXWORKbybackinguptherightpolicieswiththeright

technologies.

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“Intermsoftheexperiencefor

employees,there’snothingevenclosetoMoveworks.It’sthebest,period.”

—SteveJanuario,FormerVPofDigitalEmployeeExperience,PaloAltoNetworks

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Searchenablesoperationalexcellence

Beyondsimplylocatinginformation,searchservesasacatalystforoperationalexcellence.Advanced

enterprisesearchsolutionsleverageAIandnaturallanguageprocessingtounlockhiddeninsights

fromunstructureddataandconsolidatedatafromdisparatesystems,whichhelpstoenhanceincidentmanagement,problemresolution,andknowledge

management.

Thisunifiedviewofinformationhelpsimprovedatagovernanceandcompliance,ensuringsensitive

dataisprotectedandregulatoryrequirementsaremet.Moreover,whensearchsolutionsarereadily

available,personalized,andeasytouse,theyhelptodriveemployeeself-service,freeupyourHRteam,raisemoraleandretention,andenableyourteamtorefocusonmorestrategicwork.

Whysearchisonlythebeginning

However,totrulyrevolutionizeservicedelivery,weshouldevolvebeyondbasicinformationretrieval.Byinfusingreasoningcapabilitiesintooursearchtools,MoveworkscreatesenterprisesearchsolutionsthatnotonlyunderstandthenuancesofHRsupport,butareabletoinitiatecertainautonomousactionstoo.

Formostcompanies,improvingenterprisesearchisonlythebeginning.It’sonlybyalsoadding

automationtoyoursearchthatyoubegintounleashnewfrontiersinproductivity.AsyourHRteam

refocusoncomplexproblem-solvingandstrategicinitiatives,thisoftenaidsinhigherretention,

betterjobsatisfaction,andgreateroperationalexcellence.

Justimaginewhat’spossiblewhensearchand

automationworktogetherseamlesslytofreeyourHRteamfrommundanetasks.Thepotentialfor

employeestoindependentlyresolveavastmajorityoftheirHRissues,likeupdatingemergencycontactsorsubmittingPTO.Andbenefitsaren’tlimitedto

HReither,withITprocesses,fromVPNtroublestoconferenceroombooking,orfinancialtasks,likePOadjustmentsorexpensereports,managedandautomatedwiththepowerofagenticAI.

Thisisn’tadream;it’sthepotentialofatruly

advancedagenticenterprisesearchsolution.Bycombiningsearchwith

reasoning

,Moveworks’

agenticAIplatform

isabletoindependentlyfindinformationand

takecertainactionsonauser’s

behalf

,allwhilemaintainingfactualityandhelpinguserstoavoidharmfulcontent.B