Overview

What is a domain?

In the world of employee service, there are various functional areas based on the type of issue or request that an employee has. Moveworks uses the term “Domain” to describe these functional areas of employee service. Moveworks offers 8 OOB (out-of-the-box) domains that can predict without any custom configuration and have the following definitions:

1. IT: Issues and requests pertaining to information technology, i.e. the use of computer systems to create, process, store, retrieve, and exchange electronic data and information.
2. HR: Issues and requests that typically fall under the purview of a human resources department. We consider most requests about the following topics to be HR domain: benefits, employee recruitment, training & development, performance appraisal, pay & benefits systems_, organizational changes, & industrial relations, i.e. balancing organizational practices with requirements from laws & collective bargaining. __may also fall under Payroll__
3. Facility: Issues and requests pertaining to workspaces and other facilities leased or owned by the organization. We consider requests about the following topics to be Facility domain: facility access badges, office supplies. facility information lookups, including of conference rooms, furniture, catering, cleaning, facility maintenance, other requests pertaining to the planning, design, construction, lease, occupancy, maintenance of facilities. Potential overlap with IT: information technology infrastructure for an office or other facility, such as badge access and wifi networks.
4. Finance: Issues and requests pertaining to corporate finance or financial accounting. We include personal finance questions under this domain as well. We consider requests, queries, and issues about the following subjects to be Finance domain: financial transactions related to the organization (summary, analysis, reporting, and execution), including purchase orders and invoices, budgets, money, financial agreements with entities outside the organization, tools and analysis used to allocate financial resources, the capital structure of the organization, & short-term borrowing and lending
5. Legal: Legal requests and ethics/compliance questions, including anything related to contracts/master agreements with vendors, suppliers, partners, and customers.
6. Payroll: Requests pertaining to the process of calculating employee earnings, factoring out taxes and voluntary deductions such as 401(k) contributions and Employee Stock Purchase Plan (ESPP) contributions, and paying employees for their labor.
7. Procurement: Requests pertaining to the corporate process of sourcing and purchasing goods and services from an external source, like a third-party vendor or supplier. Includes vendor negotiation and vendor management, handling organizational purchase requests (requisitions), issuing purchase orders and developing term contracts.
8. Travel & Expense: Requests pertaining to travel logistics and reimbursements to employees for expenses.

How can I update the definition of an OOB domain?

Moveworks offers two approaches to update the definition of an OOB domain:

1. Add entity-based or keyword-based heuristic rules for that specific domain, e.g. Any time the entity "workday" appears in the user text, classify it as "HR."
2. Refine the definition using our custom domain approach, as shown in the next section.

What is the process for launching new domains?

Moveworks provides 8 OOB domains; however, some customers would like to configure custom domains that are not covered. Moveworks can support multiple custom domains, each with unique handoff instructions. To configure a custom domain, here are the following steps:

1. Customer provides examples of the custom domain, which could be tickets and/or knowledge articles.
   1. At the minimum, 100 KBAs/FAQs will be sufficient to build a semantic understanding for the domain.
2. Customer provides the raw data to Moveworks
3. Moveworks will then leverage its generative models to extract positive and negatives examples to generate a metadatafile.
4. Customer reviews the file to check for accuracy of the domain description, positive and negative examples.
5. Once approved, then Moveworks will train a custom model for your domain and add the domain to the list of configurable domains.
6. Last, the customer provides the handoff card instructions for the custom domain to their CS representative.

Examples of common custom domains from other Moveworks customers:

• Sales Enablement
• Security & Privacy
• Manufacturing
• Equity Operations
• Data and Insights

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Coordinate with CS to roll-out a Custom Domain

Rolling out a custom domain requires coordination between CS and Moveworks Engineering team. Please consult with your CS representative to schedule the model training.

How is domain classification used in Moveworks?

There are 3 main uses for domain within Moveworks platform:

• Analytics: As shown below, domain classification is used to classify user utterances
• Smart Handoff: Domain classification determines which department to route users to if they need human help with an issue.
• ML quality enhancement: Domain is used as one of many NLU inputs to other Moveworks ML systems, such as Search and Dynamic Flow.

What if a topic falls under multiple domains?

When a topic falls under multiple domains, Moveworks currently ranks the domains, and then we pick the highest score output by our domain classification pipeline.

How is the domain surfaced in Analytics?

In order to provide insights into the bot performance and value for different organization domains, analytical data leverages domain definition described above.

Moveworks displays the domain label for analytics dashboards as follows:

1. Domain of an issue is the domain predicted by ML models for this issue. Each issue is categorized by a single value of domain with the highest score.
2. If domain is not detected by ML models but configured as domain of tickets ingested, analytics uses the configured domain to categorize the ticket.
3. Enterprise resources such as Knowledge articles are also characterized by the domain of organization which creates and curates the knowledge. Domain of an article is reported as configured; there is only one value of domain per article. Article domain is reported separately form the domain of an issue; in other words it may happen that there are articles from both HR and IT knowledge domain that suggest solution to an issue of HR domain.

How do I set the domain in the FAQ sheet?

You can read about the details of how to do this in our Moveworks FAQ Guide here