Short answer
EmployeeWorks gives employees one conversational place to ask for help across HR, IT, finance and procurement, and ServiceNow added Moveworks to its AI Platform on Feb 26, 2026. For GBS, the value comes when that front door replaces shared inboxes, every request gets an owner and a clock, and deflection is measured by intent.
Last reviewed Nov 2, 2026
What it changes for towers
| Before | After |
|---|---|
| One inbox per tower | One front door, routed by intent |
| Requests without owners | Tracked cases with SLAs |
| Repeated answers by email | Answers from current knowledge |
| Hidden demand | Volume visible by intent and tower |
Make it stick
Close the old mailboxes on a set date, with an auto-reply that points to the new door. External senders such as suppliers need their own intake. Keep a fast path to a person, with context handed over.
Measure it
Deflected contacts, confirmed resolutions and repeat contacts, by intent and tower, against a signed baseline. McDonald's and Tricon Energy: ~40% reduction in L1–L4 tickets through deflection.
See can ServiceNow replace GBS inboxes? and GBS on One Platform.
GCC Now™ is the ServiceNow Accelerator by ANSR × inMorphis, a joint venture for global capability centers (GCCs) and GBS organizations.