How ManTech Cut IT Tier 1 Support Workload by 50% with Moveworks AI
ManTech deployed Moveworks' AI assistant to 8,000 federal government employees, cutting Tier 1 IT workload by 50%, reducing call center volume by 68%, and achieving 93% customer satisfaction in year one.
Impact
50%
IT Tier 1 FTE reduction
52%
Projected IT & HR Tier 1 cost reduction by 2027
64%
Reduction in login issues
94%
Drop in RSA token requests
68%
Reduction in call center volume
93%
Customer satisfaction rating
70%+
Year-one adoption rate
125,000+
Employee conversations in year one
Challenge
Rapid growth created overwhelming IT and HR support demand across secure federal facilities, where scaling human headcount was constrained by compliance requirements.
Solution
Launched "Ask MANTECH" — a Moveworks AI assistant built with Agent Studio, deployed across Slack and Google Chat with 600+ integrated knowledge sources.
Tools & Technologies
What Leaders Say
“Ask MANTECH has transformed Tier 1 support and knowledge delivery via proactive, intelligent engagement.”
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Full Story
ManTech provides advanced technology services to the U.S. federal government across defense, intelligence, and civilian sectors. Rapid growth in 2024 overwhelmed IT and HR support teams serving employees at secure facilities, client sites, and remote locations worldwide.
Scaling human support was not viable — the security and compliance requirements of federal contracting made it impossible to simply hire faster. ManTech needed to automate while maintaining strict government standards.
In July 2024, ManTech launched "Ask MANTECH," an AI assistant powered by Moveworks. Built with Agent Studio, the system integrates with 600+ policies and documents, deploys across Slack and Google Chat, and automates recurring requests like software provisioning, login issues, and onboarding workflows.
In its first year, Ask MANTECH handled 125,000+ employee conversations, reduced call center volume by 68%, cut login issues by 64%, and drove a 50% reduction in Tier 1 FTEs. Employee satisfaction reached 93%, and adoption exceeded 70% — remarkable for a government contractor environment.