Conversational AI Implementation at Mercari US

This case study details the implementation of Moveworks' conversational AI at Mercari US, focusing on its impact on IT support operations. The primary challenge faced by Mercari was the increasing volume of IT tickets, which hindered the team's ability to address technical debt while providing 24/7 support for global employees. The deployment of the Moveworks chatbot in July 2021 allowed for the autonomous resolution of 74% of IT tickets, significantly reducing the workload on the IT team. The chatbot utilizes advanced natural language understanding to assist employees with various tech issues, resulting in 94% of employees opting to use the bot for inquiries. The case study outlines how Moveworks has improved productivity, compliance, and user experience across multiple departments, including Finance and HR, while also breaking down language barriers with support for multiple languages. The future plans include expanding the chatbot's capabilities and further enhancing support for a growing global workforce.