Broadcom resolves 88% of IT support requests automatically with Moveworks AI, down from days to under 60 seconds
Broadcom deployed Moveworks as a conversational AI assistant for internal IT support, achieving 88% autonomous resolution of IT requests and reducing average resolution time from days to under 60 seconds—with more than 75,000 total issues resolved.
Background
Large enterprise technology companies like Broadcom generate thousands of internal IT support requests per day. Traditional help desk processes create backlogs, delay employee productivity, and consume IT staff time on repetitive, resolvable requests. Broadcom sought to automate the resolution of common IT requests while preserving the knowledge base and service quality.
What Was Implemented
- Deployed Moveworks conversational AI assistant integrated with Google Chat
- Connected the AI assistant to Broadcom's internal IT knowledge base for real-time, accurate responses
- Configured the system for autonomous resolution of IT provisioning, access, and troubleshooting requests
- Progressively trained the model on Broadcom's specific IT environment to improve resolution rates over time
Results
Broadcom's Moveworks deployment achieves an 88% autonomous IT resolution rate (confirmed; note: the book cites 57%, which appears to reflect an earlier deployment phase), resolves requests in under 60 seconds , and has resolved more than 75,000 total IT issues .
Lessons
- Conversational AI for IT support improves progressively as the model is tuned to the organization's specific knowledge base and IT patterns
- Integrating the AI assistant into existing collaboration platforms (Google Chat) eliminates adoption friction by meeting employees where they already work
- 88% autonomous resolution at scale demonstrates that a large majority of IT support volume is addressable by AI without human escalation, reserving staff time for genuinely complex issues