Assistant Capabilities

Assistant opens up tremendous opportunities to redefine how employees experience service. The below overview shares what Assistant can do for your organization. And remember, we’re not done! We’re still developing new capabilities to enhance the Assistant offering.

Search and summarization: The Assistant searches across knowledge bases, rosters and org charts, forms in your ISTM catalog, and any connected business systems. Then, it summarizes the search result to directly answer the user’s question.

Instantly search all integrated knowledge & information sources
Find and look up personnel information from your organization

Citation and reference: Users can click the ℹ️ emoji in any Assistant response to immediately verify the information and see the source.

Generate comprehensive answers that pull from multiple sources
Verify a response’s source documentation

Take actions on behalf of users that comply with your org’s business processes: The Assistant can file a ticket, automatically provision software, add users to a distribution list, reset password, and unlock accounts for the users.

Manage the end-to-end ticketing user experience from chat
Autonomously grant access to tools, resources, and processes

Fully conversational experience: You can talk to the Assistant like you are talking to an agent. It will remember your conversation context, ask follow-up questions for ambiguous requests, and give you a detailed explanation if something goes wrong.

Host direct conversations in English on Slack, Microsoft Teams and Google Chat
Resolve questions, surface information, and maximize knowledge for learning

Grounded content generation: Want to turn your search result into a nicely written summary? Simply ask the Assistant to convert it to an email or message, and you can further modify aspects like length, tone and emphasis to tweak the created content to your preferences. All of this with content that is grounded in your knowledge and resources.

Craft custom content within chat conversations
Discover existing information to generate specific messaging

Limitations

Assistant introduces a brand new service paradigm into your organization, and it’s important to remember that generative AI isn’t necessarily a magic bullet. To set the right expectations, we’ve outlined some important limitations to be aware of.

Assistant responses can vary, even when asked the same question Because the Assistant uses generative AI, the Assistant generates each response in the moment. It takes into account many factors, including each user’s conversation history. It is not pulling pre-written responses. As a result, the Assistant can deliver different responses, even when asked the same question. It’s best to set users up with this expectation. If the Assistant’s response does not give a user exactly what they need, we encourage users to try asking again in a different way.

Assistant responses do not include images The Assistant currently does not provide responses that include images.

Responses that require a large amount of text may be unsuccessful Generative large language models have limits on how much text they can process in one pass. As a result, responses that require a large amount of text may be unsuccessful. This can typically be resolved by retrying after a few minutes or by trying a simpler request.

People lookups that include text-heavy responses might not be supported People lookups that result in more text than the Assistant can currently process are not supported.

The Assistant does not search the internet Assistant is designed to use your organization’s knowledge and resources to answer user requests, not unverified resources from the open internet.

Asking the Assistant more than 3 questions or requests at a time may not work reliably For the best results, we recommend asking the Assistant no more than 3 questions or requests at a time. More than that could result in decreased efficacy.

We cannot guarantee that the Assistant will be able to successfully resolve all user requests. There will be times when the Assistant cannot resolve the request or returns an incorrect response. When this happens, we encourage users to try asking in a different way. That might result in a more useful response.

Feedback provided through the app does not automatically modify the Assistant’s behavior Users may 👍, 👎 responses and provide free text comments. Feedback is reviewed by the Moveworks product team to learn more about the user experience, and to inform prioritization of roadmap items. However, we cannot guarantee the feedback will result in a change to the Assistant.

If two plugins have competing responses for a user request, the Assistant serves only one in the first pass Assistant looks at all the available plugins, and based on the user’s request and the prior context, it shortlists and sequences high confidence plugin candidates that best serve the request. Plugin calls happen one by one and Assistant will await the output before determining whether or not the response answers the user’s request and moves to the next plugin.

If the plugin returns a partial response and needs more information, Assistant summarizes the request for more information back to the user.

Users can invoke specific plugins by asking for them, but plugin selection cannot be enforced programmatically ahead of time Similar to the reasons for the unavailability of support for including specific verbiage, it is currently not possible to hard code the plugin selection as a rule, e.g. “always respond to requests about X with plugin A”. The Assistant’s reasoning for plugin selection can be influenced through prompts but in the interest of enabling it to dynamically identify an approach, we currently do not enforce rules.

The Assistant leans towards serving user requests with the available plugins, and is sometimes not aware about which requests which are not possible to serve Each plugin has a description, which is used by the plugin to communicate to the Assistant about its capabilities and use cases it can serve. The Assistant uses the plugin descriptions in the process of selecting which plugins to call for various requests. While it is possible to be more descriptive about which use cases are supported by a plugin, it is much more challenging to cover all the possible scenarios which cannot be resolved by a plugin. As a result, if a use case looks similar to the ones supported, the Assistant may invoke a plugin. This may sometimes lead to an unsuccessful attempt to solve the request.

Built-in plugins

Search & Look up

Plugin Name	Plugin Description
Forms Plugin	This plugin enables search on forms. In-bot fillable forms are enabled by default.
Knowledge Base Plugin	This plugin enables search on knowledge base articles and files.
Room Registry Plugin	This plugin enables conference room lookups
People Registry Plugin	This plugin enables employee lookups

Actions

Plugin Name	Plugin Description
Change Preferred Language Plugin	This plugin allows a user to explicitly request a change in bot response language. Please contact your CS team to enable MLS capabilities for the Copilot
Ticket Information Plugin (Single Ticket)	This plugin lets user look up a ticket with a ticket ID
Ticket Information Plugin (List of Tickets)	This ticket fetches a list of tickets associated with the user.
Add comment to Ticket Plugin	This plugin adds a comment to a ticket. If Multi-language support and ticket filing translation are not enabled, this plugin should be active and “Add Comment to Ticket plugin (MLS)” should be disabled.
Add comment to Ticket Plugin (MLS)	This plugin adds a translated comment to a ticket. If Multi-language support and ticket filing translation are enabled, this plugin should be active and “Add Comment to Ticket plugin” should be disabled.
Resolve Ticket Plugin	This plugin sets the state of the ticket in question to resolved.
Reopen Ticket Plugin	This plugin reopens a resolved ticket
Create a Group Plugin	This plugin creates a distribution list
Add User to a Group Plugin	This plugin adds one or more users to a distribution list
Remove User from a Group Plugin	This plugin removes one or more users from a distribution list
Group Membership Status Plugin	This plugin checks whether a user is a member of the distribution list specified
Owner of a Group Plugin	This plugin returns the owner of the distribution list
Grant Software Access Plugin	This plugin automatically provisions software for users
Unlock Account Plugin	This plugin unlocks the users’ account (such as Okta, Azure AD)
Reset Password Plugin	This plugin resets the users’ account password in the configured systems
Reset MFA Plugin	This plugin resets the users’ MFA
Change Password Plugin	This plugin automatically changes the users’ password after user engages with a Password expiry notification
Approval Information Plugin	This plugin lets user view the next pending approval
Approval Information Plugin (List of Approvals)	This plugin lists open approval records associated with the user
Update Approval Record Plugin	This plugin lets user take action on an approval request from notifications
Smart Handoff Plugin	This plugin calls the smart handoff function that allow users to file a ticket, connect with an agent, or view other help options

Productivity

Plugin Name	Plugin Description
Write Email Plugin	This plugin will write the requested text in an email format (with a subject line and a body). It will not send the email, just write the text of an email.
Translate Text Plugin	This plugin will translate any text (either explicitly specified in the current user message or from a previous message) into a specified language. It will not change the user’s language preference setting.

Plugin deflection message

What are plugin deflections?

Plugin deflections allow stakeholders to configure instructions and self-service messages for the Reset Password, Password Expiry, Unlock Account, and Reset MFA plugins. This allows the Moveworks Copilot to provide users with self-service messages or links to relevant portals, rather than directly executing actions on external systems.

How to use plugin deflections?

You can configure plugin deflection directly underneath each plugin. If a plugin deflection message is configured, the plugin will return the message instead of executing a workflow.