How Intercontinental Exchange Uses Moveworks EXI to Turn IT Tickets into Actionable Insights

Intercontinental Exchange runs critical financial infrastructure: global exchanges, clearing houses, and mortgage technology. With operations spanning multiple business units and employee populations, keeping the IT function running efficiently is a competitive necessity. Chuck Adkins, SVP of Information Technology at ICE, tracked the usual metrics—SLAs, ticket volume, resolution speed, satisfaction scores. But he recognized these were trailing indicators: they told him what happened, not why, and not where to focus to prevent recurrence.

The gap was analytical depth. Without understanding the underlying employee experience—which apps caused frustration in which departments, which problems affected remote versus in-office workers—IT investments were based on intuition rather than evidence. Adkins described being “blind” to the real sources of friction across ICE’s workforce.

In December 2020, ICE deployed HelpBot, a Moveworks Copilot integrated into Microsoft Teams. At its core is Moveworks’ natural language understanding engine, which doesn’t just answer employee questions—it also analyzes the unstructured content of every IT ticket to extract intent, urgency, and context. This feeds the Employee Experience Insights (EXI) module, which aggregates ticket data into a segmented, actionable view of the IT experience across departments, locations, and employee types.

The first revelations were striking. EXI identified that Outlook was ICE’s largest single source of IT issues—something conventional ticket analytics had obscured. Adkins could now see whether Sales had problems that Marketing didn’t, and whether remote employees faced different friction than in-office staff. Each insight became an action item: create the right knowledge resource, hire in the right area, or automate the right workflow.

ICE’s deployment illustrates what separates modern AI-powered ITSM from legacy analytics: the shift from counting tickets to understanding employee experience. EXI turns thousands of unstructured support requests into a structured, prioritized to-do list—replacing gut-feel prioritization with data-driven IT strategy.