What is Moveworks? A complete overview of the AI assistant platform

If you work in enterprise tech, you've probably seen the name Moveworks pop up. It's an AI assistant platform that's been getting a lot of attention, especially after its huge $2.85 billion acquisition by ServiceNow. Built for large companies, Moveworks wants to be the main copilot for employees, helping them track down info and automate tasks across different departments like IT, HR, and finance.

But with all the hype, it can be hard to tell what it actually does and whether it’s a good fit for your team. This post is a straight-up look at the Moveworks platform. We'll break down how it works, its main features, what we know about the price, and what that big ServiceNow deal really means for anyone looking into it.

How does the Moveworks AI assistant work?

At its heart, Moveworks is a universal AI copilot. It’s built to understand what an employee needs and then automatically handle the request by plugging into all the different business apps a company uses, like Workday, Salesforce, or SharePoint.

The whole thing runs on an "agentic Reasoning Engine." This is basically the brains behind the operation. It uses a mix of open-source and its own private language models to figure out what someone's asking for, plan out the steps to solve it, and then actually get it done. The infographic below shows how this process works. For instance, an employee could ask to reset a password, check a company policy, or get access to a new software tool, and Moveworks is designed to take care of it from start to finish without a human having to get involved.

It’s also made to be wherever your team works. The assistant is available on the web through "Assistant on Web," can be dropped into company portals, and works right inside chat apps like Slack, Microsoft Teams, Google Chat, and Webex, with support for over 100 languages.

A closer look at Moveworks' core features

The Moveworks platform isn't just one tool; it's a full suite designed to help you build and manage an AI support system for your whole company that goes way beyond a simple chatbot.

The agentic reasoning engine

The "Reasoning Engine" is what makes Moveworks tick. It uses what's known as an agentic AI approach, which means it can take a complicated request, break it into smaller, doable steps, and then carry out those actions in different systems. It's not just grabbing a link to an article; it's understanding a request like, "I need access to the new sales dashboard," figuring out the approval process, and then actually making the permission change in the right app.

Security is also a big piece of the puzzle. The platform has a bunch of enterprise-level security certifications like ISO 27001 and SOC 2 Type 2, which is shorthand for saying it’s built to handle sensitive data securely.

The creator studio and specialized assistants

To make all this automation happen, Moveworks gives you the Creator Studio. This is a platform where your teams can build and launch their own custom AI agents. It even has a no-code "Assistant Builder," so you don't have to be a developer to create a specialized assistant for your department.

If you don't want to start from zero, there's also an AI Agent Marketplace with over 1,000 pre-built agents. You can install these to handle specific jobs, like summarizing a customer ticket in ServiceNow or managing time-off requests in Workday. They also offer "Scoped Assistants," which are ready-to-go agents for areas like a "Recruiting Assistant" for HR or a "Prospecting Coach" for sales.

Integrations and potential limitations

Moveworks connects with big-name enterprise tools, including ServiceNow, Slack, Microsoft Teams, Workday, and Salesforce. But while the list of integrations looks good, some users have pointed out a couple of drawbacks.

For one, while Moveworks can be embedded into company portals, some people find it feels more like a widget in a box (an iframe) than a truly native part of the page. This can make it a little clunky to customize the user experience or get its search results to show up in your portal’s own search bar.

Another bit of feedback is that the platform doesn’t let you bring your own Large Language Model (LLM). This can be a showstopper for teams who want more control over the AI models they use, especially since ServiceNow's own platform supports models from Claude and Gemini.

This is where some teams might lean toward a more integrated solution. For example, tools like eesel AI are built to plug directly into the help desks you're already using, like Zendesk and even ServiceNow. This way, you get a much smoother experience without having to tear out parts of your existing setup.

The $2.85 billion ServiceNow acquisition: What does it all mean?

ServiceNow’s massive purchase of Moveworks was a big stamp of approval for its tech, but it also raises some good questions for anyone thinking about using the platform.

Why ServiceNow bought Moveworks

The official line is that ServiceNow wanted to pair its own workflow automation muscle with Moveworks' "front-end AI assistant and enterprise search technology." Basically, ServiceNow sees Moveworks as the conversational front door for its entire AI platform.

Discussions around the web tell a slightly different story. Some folks believe the buyout was a strategic play to get a more advanced conversational AI engine, especially since ServiceNow's own Virtual Agent was seen by some as falling behind. The deal also handed them a large, ready-made customer base. At the end of the day, it looks like ServiceNow is trying to build a universal assistant to go head-to-head with similar tools from Microsoft and Salesforce.

What this could mean for customers

If you're already a big ServiceNow shop, this could be good news. You can probably expect tighter integration and more money being poured into the platform. With over 250 mutual customers already, the transition should be fairly painless for many.

But what if you're not all-in on the ServiceNow ecosystem? This is where things get a little fuzzy. The product roadmap is now likely going to put ServiceNow integration first, which could mean less innovation and support for teams using other help desks or a mix of different platforms.

Big acquisitions often create an opening for smaller, more focused tools to shine. For teams that need a flexible solution that isn't locked into one company's world, smaller platforms are often a better bet. For example, eesel AI connects with over 120 tools, including help desks like Zendesk and Freshdesk, making sure it plays nicely with the software you already have.

Pricing and setup

Of course, you can't really evaluate a tool without talking about cost and what it takes to get it running.

How much does Moveworks cost?

Moveworks uses a classic enterprise sales approach, which means you won't find any pricing plans on their website. Instead, you'll be pointed to a "Get a demo" button. This is normal for big software, but it can be annoying for teams that just want to know the cost upfront or try things out on their own.

The only public pricing info we have comes from the Moveworks AWS Marketplace listing.

Dimension	Description	Cost/12 months
1,000-2,500 users	Price per user per year	$150.00

This "call us for a quote" model can be a roadblock for teams that prefer transparency. It’s a sharp contrast to platforms like eesel AI, which has clear, tiered monthly plans (starting at just $299/month) and a self-serve 7-day free trial that doesn’t even ask for a credit card. It's a model built for teams that want to kick the tires before they commit.

The setup process and potential hurdles

Getting started with a big tool like Moveworks usually involves a dedicated success team, a lot of configuration, and a testing period. Moveworks says this can deliver "substantial ROI in just weeks."

However, some user feedback suggests that getting things dialed in perfectly might require working directly with the Moveworks dev team for custom tweaks, especially since you can't bring your own LLM. It's a trade-off to think about: a fully managed setup can be great for huge companies that want a hands-off experience, but it might not be the right fit for teams that want more control and the ability to make changes on the fly.

An embedded YouTube video giving a high-level overview of the Moveworks AI assistant for enterprises.

Is Moveworks the right choice for your team?

Moveworks is a seriously capable AI assistant, and it's a strong option for large companies, particularly those already invested in the ServiceNow ecosystem. If your organization has complex internal support needs across many departments, a healthy budget, and you prefer a fully managed, platform-level solution, it's definitely worth checking out.

But what if that doesn't sound like your situation? If your team prioritizes speed, a self-serve setup, clear pricing, and tight integration with the help desk you already use, you might be better off with a more nimble tool.

Looking for a faster, more flexible AI assistant?

If you want an AI platform you can get up and running in minutes instead of months, you should take a look at eesel AI.

eesel AI plugs straight into your existing help desk (like Zendesk or Jira) and connects to your knowledge sources, letting you automate support without changing how you work. With transparent pricing, a 7-day free trial, and a focus on giving you full control over your bots and workflows, it's built for modern teams that need to move quickly.