How Intercontinental Exchange Uses Moveworks EXI to Turn IT Tickets into Actionable Insights
Intercontinental Exchange (ICE) operates global financial exchanges, clearing houses, and mortgage technology serving markets worldwide. To move beyond lagging IT metrics like SLAs and satisfaction surveys, ICE deployed Moveworks’ HelpBot on Microsoft Teams, powered by an NLU-driven Employee Experience Insights (EXI) engine that converts raw IT tickets into a prioritized action list. EXI revealed hidden pain points—including that Outlook was ICE’s top driver of IT issues—giving the IT leadership team visibility they previously couldn’t achieve with conventional analytics.
Impact
Qualitative shift
IT visibility
December 2020
Deployment date
Challenge
ICE’s conventional IT metrics—SLAs, ticket counts, satisfaction scores—provided no visibility into why employees were struggling or which systems drove the most friction, leaving IT leaders unable to prioritize investments effectively.
Solution
ICE deployed HelpBot via Moveworks on Microsoft Teams, using NLU-powered Employee Experience Insights (EXI) to analyze unstructured ticket data and generate a segmented, actionable breakdown of IT pain points by department, location, and employee type.
Tools & Technologies
What Leaders Say
“I’m using EXI to understand where the problems are across my organization. Do we have problems in Sales that don’t manifest themselves in Marketing? Do we have remote employees struggling with problems that in-office employees don’t have right now? I’m blind to those things. EXI will help us better focus our resources to where they’re needed — now.”
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Full Story
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.
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