UPDATED 15:37 EST / NOVEMBER 14 2019

moveworks AI

Help desk automation startup Moveworks lands $75M round

When employees at Autodesk Inc. and Nutanix Inc. submit a support ticket to the information technology department, their issue is oftentimes resolved before an administrator even gets around to reading the request.

The two tech firms are among the growing list of companies using help desk automation technology from Moveworks Inc., a three-year-old startup that today announced the completion of a $75 million funding round.

Iconiq Capital, Kleiner Perkins and Sapphire Ventures jointly led the investment. They were accompanied by several other participants, including Microsoft Corp. chairman John Thompson.

Moveworks provides a chatbot that can understand and act upon help desk requests. If an employee, say, inquires about getting a subscription to a productivity tool used by their team, the service will automatically create an account for them. For a worker that accidentally deleted a business document from a Dropbox folder and wants it restored, Moveworks can pull up file recovery instructions.

The machine learning models under the hood don’t understand every request. But Moveworks claims that its service is sophisticated enough to automate between 30% and 40% of support tickets sent to an IT department on a day-to-day basis. The result, according to the startup, is that administrators are freed up from repetitive requests while employees can have their questions answered faster.

Moveworks believes it will have the capacity to handle more complicated support tickets in the future. “Our system gets better with every passing day and with every new customer that comes on board,” said Moveworks Chief Executive Officer Bhavin Shah. “We’ve operationalized the modeling, training, annotation, re-training, re-factoring, algorithmic designs and continuous deployments to ensure our systems learn and get better in real time.”

Moveworks claims to have seen revenue triple in the past year thanks to deals with new customers such as Belkin International Inc. and Microsoft Corp.’s LinkedIn. To keep up the momentum, the startup will invest the new funding in enhancing its service’s machine learning capabilities. 

Photo: Moveworks

Since you’re here …

Show your support for our mission by our 1-click subscribe to our YouTube Channel (below) — The more subscribers we have the more then YouTube’s algorithm promotes our content to users interested in #EnterpriseTech.  Thank you.

Support Our Mission:    >>>>>>  SUBSCRIBE NOW >>>>>>  to our Youtube Channel

… We’d like to tell you about our mission and how you can help us fulfill it. SiliconANGLE Media Inc.’s business model is based on the intrinsic value of the content, not advertising. Unlike many online publications, we don’t have a paywall or run banner advertising, because we want to keep our journalism open, without influence or the need to chase traffic.The journalism, reporting and commentary on SiliconANGLE — along with live, unscripted video from our Silicon Valley studio and globe-trotting video teams at theCUBE — take a lot of hard work, time and money. Keeping the quality high requires the support of sponsors who are aligned with our vision of ad-free journalism content.

If you like the reporting, video interviews and other ad-free content here, please take a moment to check out a sample of the video content supported by our sponsors, tweet your support, and keep coming back to SiliconANGLE.