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:

1. 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.
2. 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.
3. 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)
4. 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
5. 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.
6. 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.
7. 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.
8. 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

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Last Updated April 21, 2025