Bhavin Shah, Co-Founder & CEO
Traditionally, when a ticket is submitted to the IT department, it goes through an arduous four-step process to be resolved. The team needs to listen to the employees’ complaints, understand their issue, figure out the root cause, and finally, address the issue promptly. While this works well for smaller companies, it takes several days to a week to manually resolve tickets in enterprises with larger workforces.
Within the last two decades, billions of dollars have been spent by enterprises to develop better ticketing systems and optimized self-service portals to smoothen routing, tracking, and workflow. An essential step to streamline this process is interpreting the language used in the ticket and understanding the issue. Today this process requires human agents to read each ticket manually. In order to solve this with technology, enterprises need an AI platform that has Natural Language Understanding (NLU) – a machine learning technique that understands the semantics of sentences and helps teams uncover the nature of what is being requested by the employee. Such is the autonomous AI platform that Moveworks delivers. Bhavin Shah, Co- Founder and CEO at Moveworks, has over 18 years of experience in building companies.