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This covers Moveworks Copilot

Moveworks Copilot is the latest conversational experience

Overview

The Moveworks Forms skill provides users with the ability to self-service the finding and filling of forms.

Forms is composed of these key features:

• Form Ingestion — Moveworks automatically loads all your forms into our Enterprise Cache to make them ready to be served up in chat.
• Form Finding — Moveworks diagnoses the user’s issues and finds the right form for the user.
• Form Filling — Moveworks enables the user to fill out the form without ever leaving chat.

What are Forms?

Moveworks streamlines the finding and filling out of forms to speed up the resolution of employee requests. The Moveworks Copilot ingests all your forms, so when a user engages with the Moveworks Copilot, it is able to quickly diagnose the issue and identify the right form instantly. After finding the correct form for the user, the Moveworks Copilot can also help the user fill out and submit the form directly on their chat platform given both the chat system and its integration support form filling, and provided that the form complies with Moveworks form fillability standards.

Forms Ingestion

Moveworks periodically indexes all your forms to make them to be served up in chat. Moveworks automatically starts ingesting forms, once daily. The entire process (data ingestion, machine learning post processing, and search indexing) takes place over a few hours. This process picks up new forms, as well as any updates or removals that may have happened over the course of the day.

Note: Typically it takes 3-5 business days for optimizations to make the triggering more robust.

Supported Form Fields

Moveworks supports the following field types. Each field type will be submitted to your system according to the field’s name / IDs.

• Labels
  • Label - identifies a field or provides other fixed instructions
• Text Fields
  • Single Line Text - collects a single line of plain text input
  • Multi-Line Text - collects multiple lines of plain text input.
  • Numerical - collects an integer or decimal number.
• Drop-downs
  • Single Option - allows the user to select from 1 of up to 100k possible records.
  • Multi-Option - allows the user to select multiple options out of up to 100k possible options. Drop downs that refer to users are exempted from the 100k limitation.
• Checkboxes
  • Single - allows the user to answer a binary “yes / no” question using a checkbox.
  • Group - allows the user to select multiple options within a list. This data will be grouped together under one field name during submission.
• Date & Time Pickers
  • Date time - allows the user to specify a date and time to be submitted.
  • Date - allows the user to specify a date to be submitted.

Supported Dynamic Behavior

Moveworks supports some dynamic form behavior based on the value of certain fields. Based on the value of a dropdown, or the value of a checkbox, Moveworks can set other field properties such as:

• Whether or not a field is visible
• Whether or not a field is mandatory
• Whether to clear a field

Original Form served to user

If Is this a replacement for a lost or broken iPhone? is “Yes”

• “What was the original phone number?” becomes visible

Forms Finding

Moveworks Form Finding ensures that the relevant form that best helps resolve the user’s request. It does this by using Moveworks Copilot to recognize the nature of the user’s request, and if a relevant form exists, the Moveworks Copilot will serve the form to the user in-chat for them to fill out. Because Moveworks understands the user’s request, the user doesn't need to know the name of the particular form that can solve their issue. The user can just chat with the Moveworks Copilot, and the Moveworks Copilot will find the best approach to resolve the issue. If filling out a form is the best approach, then the Moveworks Copilot serves up the right form.

Form Filling

If ALL fields in a form can be properly mapped to one of Moveworks’ internally supported field types, then the form can be filled out in the Moveworks Copilot. There are a few modes that are supported for form filling:

• In-chat Form Filling (Microsoft Teams, Slack, and Moveworks for Web only)
• ITSM Redirect Deflections (All Chat Platforms)

In-Chat Form Filling

Microsoft Teams and Slack

For Microsoft Teams, Slack and Moveworks for Web, Moveworks supports fully in-chat form filling which allows your forms to render as a pop-up modal. This means your users will not have to leave their chat system to fill out a form. Depending on how your forms are built this experience may require updates to your forms.

ITSM Redirect Deflections

If the Moveworks Copilot is unable to natively render your form via one of the above form filling experiences, your employees will be routed to your ITSM where they can fill out the form. In most cases, Moveworks will navigate users directly to the specific ITSM form so they don’t have to search through the service portal for it.

Supported Integrations

Moveworks Forms can be integrated with the following systems:

• ServiceNow
• Jira Service Desk
• FreshService
• Wolken

FAQ

Q: How do numerical fields work? How are they different from text fields?

A: Numerical fields work by extracting any decimal-like number from an input string. For example, 32 GB will be converted to 32.0 upon submission, or $4.23 would be converted to 4.23.

This is done entirely on the backend and is a best effort submission. There is currently no special UI treatment and they visually behave identically to text fields.