How Palo Alto Networks Saves 351K Hours with Moveworks AI
Palo Alto Networks, the global cybersecurity leader with nearly 15,000 employees, deployed Moveworks as an AI Assistant named Sheldon to deliver autonomous support across Slack, email, and ServiceNow. The platform resolves 4,000 IT and HR issues per month while saving 351,000 employee hours, enabling the company to scale its hybrid FLEXWORK model without adding headcount.
Impact
351,000 hours
Employee productivity hours saved
4,000
Issues resolved per month
145,000
Total AI interactions handled
90%+
Employee adoption rate
250+ (from 10)
Knowledge articles created
1,000 per month
IT Slack channel issues resolved
Challenge
Palo Alto Networks’ nearly 15,000-person global workforce needed 24/7 IT, HR, payroll, and policy support across multiple channels and time zones, but support remained fragmented across systems, creating delays and escalating demand on help desk teams already operating at capacity.
Solution
Moveworks was deployed as an omnichannel AI Assistant (Sheldon) integrated with Slack, email, and ServiceNow, resolving issues autonomously using contextual awareness of employee role, location, and permissions across IT, HR, and policy domains.
Tools & Technologies
What Leaders Say
“Our deployment was extremely fast. You can get an impact from Moveworks in under a month, if your team is aligned on the goal.”
“Moveworks lets us up-level people, we’re not talking about resetting passwords and solving tickets anymore—we’re automating things and focusing on transformation.”
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Full Story
Palo Alto Networks operates at a scale and pace that few companies match. With nearly 15,000 employees spread across 150+ countries and a cybersecurity product line that never sleeps, the internal support infrastructure has to keep up. As the company grew and shifted to a hybrid work model under its FLEXWORK program, demand for IT, HR, payroll, and policy support rose sharply—while the expectation of adding proportional headcount to handle it did not.
Before deploying AI, support was fragmented. Employees had to figure out which channel to use, which team to contact, and which tool held the information they needed—all before getting an answer. With teams operating across time zones, that fragmentation meant delays accumulated fastest for employees who needed help outside business hours or in regions far from central IT and HR hubs. Support tickets and policy questions that should have resolved in minutes were taking hours. The help desk was caught between a growing volume of repetitive requests and the expectation that it focus on higher-value transformation work.
In April 2020, Palo Alto Networks deployed Moveworks—known internally as Sheldon—as an omnichannel AI Assistant integrated with Slack, email, and ServiceNow. Sheldon understands natural language queries, applies contextual awareness of the employee’s role, location, and permissions, and resolves issues autonomously across IT, HR, payroll, and policy. The deployment was fast: according to Steve Januario, VP of Digital Employee Experience, the team was seeing impact within a month of go-live. Within months, Sheldon had also helped surface and expand the internal knowledge base from 10 articles to more than 250, filling gaps that had previously been invisible.
The numbers from the deployment reflect genuine operational scale. Moveworks handles more than 145,000 interactions and resolves 4,000 issues per month across IT and HR, with more than 90% of employees having used the assistant at least once. Over the deployment period, the cumulative productivity return has reached 351,000 employee hours saved. The IT Slack help channel alone sees 1,000 issues resolved monthly through direct AI intervention—a figure that represents thousands of person-hours that no longer flow through human agents.
For Palo Alto Networks, the shift enabled by Moveworks is less about cost reduction than about redirection. The IT and HR teams that previously spent significant time resetting passwords, provisioning software, and answering benefits questions now focus on the transformation work that requires human judgment. Nicole Tate-Pappas, Senior Director of Digital Experience Management, described it as up-leveling the workforce rather than replacing it. The company continues expanding Moveworks across its flexible work program, treating the AI Assistant as foundational infrastructure for a distributed, high-velocity organization.