Overview

Assistant offers an entirely new and upgraded conversational experience from that of Classic. You’ll now unlock new abilities to handle complex queries with advanced reasoning and succinct summaries from multiple sources. Before you get started, let’s first touch briefly on what is still the same within your Moveworks experience:

Every use case from Classic remains supported

Some use cases and features may look and feel different, and some others are planned to be added in the coming months, but you will still be able to do everything you could do with Classic.

All of your systems integrations and access controls remain supported

Every system you have integrated remains connected to the Assistant. There is no change to the available content and related permissions.

All of the knowledge, catalog items and resources are still available and accessible.

All of your connected content is still ready for recall and processing.

Moveworks manages and handles your data with the same high standards

There is no change in our commitment to you regarding the security and privacy of your organization’s data.

Curious what that means for you and your organization?

Here’s just a few new things you that Assistant can do that Classic couldn’t:

Search and summarize answers sourced directly from your connected information sources and platforms (including files!)
Execute tasks to take place within your integrated systems and plugins
Automatically choose the plugins that best fulfill employee-prompted tasks or queries
Execute multiple plugin calls and actions en route to employee query resolution
Resolve multi-step and multi-action requests within the same message
Ask users for more clarity when encountering task execution errors
Ask follow on questions to users when their question or query is not precise enough to return a desirable answer
Interpret queries and logically reason and generate succinct answer

And just how is Assistant able to do all of this? We’ve talked about its new conversational experience a few times here, so now let’s break that down the differences between the Assistant and the previous version to understand how it’s possible:

Assistant uses context In the previous experience, every question or request was a “binary,” one-off request. If you didn’t get the answer you were looking for, you had to start over. The Assistant is now able to use the conversational context intelligently to figure out what you mean.
Assistant answers the question directly The Assistant now provides a direct, summarized answer to any question you ask. Humans don’t search to find information - we search to answer questions. The Assistant experience is geared towards getting answers easier.
Assistant only uses only curated and approved documents (and cites the sources) The value of Assistant is only recognized when you are able to trust the responses it’s giving to your workforce. That’s why responses all include the linked source citations used to create the dynamically generated responses. If desired, you can also use selected, approved external knowledge bases to be used for your organization. This uses a Moveworks feature called External Answers, which allows you to select specific knowledge bases for products and systems that you use in your Assistant to answer questions (ex. Microsoft Support site articles)
Assistant provides visibility into its thinking The Assistant shares its real-time thinking to show you how it has processed your request, and then provides a way to get help from a person. During processing, the reasoning steps appear dynamically in chat, and disappear after the response is generated to keep the chat window uncluttered. However, you can click on the ℹ️ icon at the bottom of every response to open up a reference pane that documents this information for your review
Assistant takes feedback and adapts to what you need The Assistant makes decisions dynamically on how to respond to requests. It makes its best judgment on what to offer but sometimes that may not be what you need. In these cases, feedback is needed to arrive at the right answer. And by using a combination of context and feedback, Assistant understands what about its previous answers were not helpful, and changes its next response.
Assistant asks clarifying questions to handle vague queries The Assistant takes its best shot at answering ambiguous queries, but also follows up to indicate that it can have a better answer if the user can be more specific.
Assistant can handle multiple requests in a query The Assistant is able to handle multiple requests. The Assistant will parse, process, and address the pieces of the user request one at a time (ex. finding a form and performing a couple of lookups in connected systems to respond with relevant information) as part of a comprehensive answer.
Assistant breaks down complex requests to come up with a plan to solve it The Assistant has an understanding of the tools at its disposal to serve the user’s request, and combines this with a degree of reasoning to create a plan. It searches all available and relevant information, reasons and generates the most helpful answer, and shares answers for resolution or refinement.

Key Capabilities Moveworks Classic vs. Moveworks AI Assistant

📘 Last Updated April 21, 2025

Category	Capability Details	Moveworks Classic	Moveworks AI Assistant
Chat Platforms	Microsoft Teams, Slack, Moveworks for Web, Google Chat, Zoom Chat, Webex	✅	✅
Knowledge and File Search with Summarization	Get direct, accurate answers to questions powered by the combination of semantic search and generative LLMs. Search in KB articles, PDFs, MS Word and MS Powerpoint files with all Moveworks-supported connectors.	✅	✅
Forms Search	Search for forms and service catalog items, and offer users the ability to fill them in-bot.	✅	✅
Agent Studio	Enable users to access information in any system of record with custom Queries.	✅	✅
Agent Studio	Send event-based notifications from any system with Events.	✅	✅
Agent Studio	For Paths feature parity details & improvements please refer to this community post.	✅	✅
Service management	Create a ticket, add comments to the ticket, resolve ticket, reopen ticket, check ticket status, receive ticket activity notifications (respecting business hours). Ability to file tickets or cases to multiple systems, rich ticket filing, & add attachments to tickets.	✅	✅
Service management	Add attachments to ticket comments	✅	✅
Service management	End-user Notification Controls, such as Unsubscribe.	✅	❌
People and Places lookups	Find information about colleagues and explore your organization chart with more powerful people lookups. Look up information on meeting rooms easily with places lookups.	✅	✅
Distribution Lists and Groups	Create a DL, add/remove users to/from DL, In-bot approvals for DL membership are also supported.	✅	✅
Distribution Lists and Groups	Check membership status of a user in a DL.	❌	✅
Software Provisioning	Automatically grant access to software and accelerate software provisioning with in-bot approvals.	✅	✅
Account Access	Reset password, reset MFA, unlock account, password expiry reminders	✅	✅
Account Access	Contractor expiry reminders	✅	❌ (Agent Studio use case)
Approvals	Look up approval status and approve requests in-bot.	✅	✅
Employee Communications	Send messages to users with the ability to target specific cohorts.	✅	✅
Multilingual Support	AI Assistant experience in 100+ languages with On-the-fly (OTF) translation (for CREST use cases, employee comms), ticket filing and comment translation, and dynamic translation within live agent message brokering.	✅	✅
Channel Resolver	Support for AI Assistant interactions in Slack channels	✅	✅
Smart Handoff	Enable users to get help for any question based on your customized options for different domains.	✅	✅
Live Agent Core	Supports API-based handoff, Channel-based handoff, URL-based handoff and message brokering, e.g. messaging in-chat	✅	✅
Live Agent Core	Supports native CSAT flow after live agent chat ends, within message brokering.	✅	❌ (Use Agent Studio)
Live Agent availability check for handoff	This refers to the stage at which the relevant queue agent availability is checked in the process of initiating a live agent handoff	✅ Check occurs when displaying the shortcut to initiate handoff as well as when the handoff is actually initiated	✅ Check only occurs when the handoff is actually initiated
Ticket Interception	Intercept ticket data from ITSM and reach out to user in DMs for resolution	✅	✅
Triage 2.0	Intercept tickets and classify fields with org-specific models. This has no relation to Moveworks Classic or Moveworks AI Assistant as this is a backend service	✅	✅
EXI Product	Designed to manage service operations and boost service efficiency. This has no relation to Moveworks Classic or Moveworks AI Assistant as this is an Analytics product	✅	✅
EXI AI Summary	Helps admin quickly identify top issues within business-critical applications. This has no relation to Moveworks Classic or Moveworks AI Assistant as this part of an Analytics product	✅	✅
EXI App Digest	Subscription-based proactive weekly insights, delivered to the Moveworks AI Assistant.	✅	✅
Employee Productivity	Draft emails with grounded content: Create quick and accurate emails and other artifacts from search results with the power of GPT-4 Turbo.	❌	✅
Employee Productivity	Translate or refine a user input text through a plugin agent.	❌	✅
Employee Productivity	Brief Me - enabling employees to upload PDFs and Word documents into chat and interact with the content inside — effectively “talking” to their files.	❌	✅
Conversational Capabilities	Conversations with multi-turn context: Ask follow on questions and continue a conversation or exploration through multiple turns.	❌	✅
Conversational Capabilities	Citations and References for all generated responses: Give users the confidence that they can inspect the sources used to produce a generated response.	❌	✅
Conversational Capabilities	Make multiple requests in a single query: Combine multiple types of search, search and actions or multiple actions in one request.	❌	✅
Conversational Capabilities	Handle complex requests with autonomous reasoning and planning: The AI Assistant’s autonomous planning and reasoning automates tasks which would otherwise require a human to plan, execute and provide results in a single request.	❌	✅
Analytics	Provide deep visibility into how the AI Assistant is serving employees. (include triage Insights, CSAT insights)	✅	✅
Analytics	Automated analytics reports (Executive Insights)	✅	❌
CSAT	Automated proactive end user CSAT surveys with analytics	✅	✅