How Albemarle Halves Support Resolution Time with Moveworks AI

Albemarle operates at the intersection of two demanding realities: it is the world’s largest lithium producer and a fast-growing global company expanding across Asia, South America, North America, and Europe. That combination means its IT and HR support infrastructure must serve employees in multiple languages, across radically different time zones, with the kind of responsiveness that manual, regionally-staffed service desks cannot provide at scale. As the workforce grew past 8,300 employees, leadership recognized that traditional support tools were creating a bottleneck that translated directly into lost productivity.

Before Moveworks, Albemarle lacked real-time visibility into what was actually slowing employees down. Traditional IT tools tracked ticket metadata but could not synthesize patterns across roles, regions, and workflow types to identify root-cause disruptions. Support teams handled the same issues repeatedly without a clear mechanism for identifying which problems affected the most employees or where geographic concentrations of friction existed. Multilingual support for employees whose primary language was not English required separate localized service desk resources, which was neither scalable nor consistent.

In April 2021, Albemarle launched ALbot — its internal name for the Moveworks AI assistant — inside Microsoft Teams. Employees could submit requests in natural language, and ALbot would interpret the intent, query the relevant backend systems, and take action directly: unlocking accounts, resetting passwords, provisioning software, surfacing HR policies. Critically, Moveworks’ multilingual capabilities allowed ALbot to respond in employees’ native languages without any localized service desk setup. After proving the value of AI-assisted support in IT, Albemarle expanded ALbot to HR use cases, aggregating employee data across systems to deliver personalized, role-aware and location-aware responses.

The results have been significant. Eighty percent of support tickets are now resolved without any back-and-forth with the IT team, and average support resolution time has dropped 49%. The broader productivity indicator — 2x faster resolution of the average support issue — reflects not just ticket closure speed but the elimination of the waiting periods and interruptions that compound into meaningful time losses across a 8,300-person workforce. The multilingual deployment required no complex technical lift: Albemarle’s IT team described activating language support as nearly seamless, with Moveworks’ infrastructure handling the complexity invisibly.

For Albemarle’s leadership, the most strategically valuable output of the Moveworks deployment has been the visibility it provides. Natural language analysis across support interactions surfaces which teams and regions are experiencing the most friction — turning support data into actionable intelligence for operational improvement. Director of IT Automation and Collaboration Alok Singh described this as a watershed moment: the ability to identify and address disruptions practically overnight, rather than waiting for quarterly reviews to surface patterns that had already compounded into systemic problems.