Glean vs Moveworks: Which AI Platform Resolves Employee Issues Faster

Work has become more digital than ever. Employees use dozens of tools every day — Slack, Google Drive, Jira, ServiceNow, HR systems, internal portals — and when something goes wrong, finding the right answer can feel overwhelming.

This is why AI-powered employee productivity platforms are rising fast. Companies want systems that can reduce IT ticket volume, answer HR questions instantly, improve internal search accuracy, and give employees quick access to company knowledge — without long wait times.

That’s where Glean and Moveworks make a strong mark.

Both aim to improve:

• IT ticket deflection

• HR query resolution

• Enterprise knowledge access

• Internal search experience

But their core focus is different.

Glean is built around AI-powered enterprise search, helping employees find the right information across systems.

Moveworks is built around AI automation, helping resolve IT and HR issues automatically.

So the real question buyers are asking today is simple:

Which platform actually resolves employee issues faster — and with less manual intervention?

To answer that, we’ll look at search accuracy, automation depth, workflow execution, customization, deployment time, and cost-to-outcome ratio.

And along the way, we’ll also explore why many organizations are now evaluating modern alternatives like Workativ — platforms designed to combine strong search with real action in one place.

If you want the short answer before we go deeper, here’s how Glean, Moveworks, and Workativ compare when it comes to search, automation, and real issue resolution.

Glean is an AI-powered enterprise search platform designed to help employees quickly find information across all the tools they use at work.

Instead of searching separately in Slack, Google Drive, Confluence, Jira, or email, Glean brings everything into one unified search experience. It connects to your SaaS tools and uses AI to understand what you’re looking for even if you don’t type the exact keywords.

At its core, Glean focuses on:

• Unifying knowledge across business tools

• Improving internal search accuracy

• Delivering contextual answers instead of just links

• Helping employees discover documents, conversations, and people faster

In recent years, Glean has also positioned itself as more than just a search engine. It is evolving into an AI productivity assistant that can summarize documents, answer questions, and provide quick insights based on company knowledge.

However, its primary strength remains in information discovery, not in executing actions or completing end-to-end workflows.

Glean features 

Glean is designed to solve one major problem inside modern organizations: information overload. Instead of employees jumping between tools to find what they need, Glean brings everything together into one AI-powered layer.

Here’s a deeper look at its core capabilities.

AI agents

Glean has introduced AI agents to move beyond simple search. These agents are designed to understand employee intent and provide helpful responses based on company knowledge.

For example, an employee can ask:

• “What is our remote work policy?”

• “Summarize the Q4 strategy doc.”

• “What did we decide in the last product meeting?”

The AI agent pulls information from connected systems and generates a contextual answer.

However, these agents primarily focus on knowledge assistance—finding, summarizing, and drafting—rather than on executing complex workflows, such as approving requests or resolving tickets end-to-end. Their strength lies in intelligent assistance, not full automation.

Enterprise search

Enterprise search is Glean’s core strength.

It integrates with tools such as Slack, Google Drive, Jira, Confluence, Salesforce, and more, creating a unified search layer across them.

Instead of relying only on keywords, Glean uses semantic understanding. That means it tries to understand what you mean, not just what you type. If you search for ‘expense reimbursement policy,’ it can surface related documents even if those exact words are not in the title.

It also personalizes results based on your role, team, and access permissions. An HR manager and an engineer may see different results for the same query, depending on their respective access levels.

This makes search faster and more relevant, especially in large enterprises with thousands of documents.

AI assistant

On top of search, Glean offers an AI assistant experience.

Instead of just showing links, it can generate direct answers using internal knowledge. It can:

• Summarize long documents into short insights

• Pull key decisions from meeting notes

• Draft responses using the company context

• Combine information from multiple systems into one clear answer

This helps employees avoid reading multiple documents just to find one answer.

For teams that spend significant time searching for information, this assistant can significantly reduce search time.

Knowledge management

Beyond search, Glean positions itself as a centralized knowledge layer for the entire organization.

It doesn’t just index documents — it organizes and structures knowledge so employees can navigate company information more effectively.

This includes:

• Connecting structured and unstructured knowledge sources

• Identifying duplicate or outdated content

• Highlighting authoritative sources

• Making knowledge easier to discover and maintain

Instead of relying on employees to “know where things live,” Glean creates a single intelligent knowledge system across all tools.

This reduces confusion, especially in large enterprises where documentation is spread across multiple platforms.

Integrations

Glean’s value depends heavily on its integration ecosystem.

It connects with a wide range of business tools across communication, collaboration, engineering, CRM, and HR systems. Once connected, it indexes content and keeps it updated so search results reflect the latest information.

The more tools it connects to, the more complete the knowledge layer becomes.

However, its role remains focused on surfacing and organizing information rather than triggering actions across those systems.

Security

Security is a key focus for enterprise buyers, and Glean is built with that in mind.

It supports:

• SOC 2 compliance

• Single Sign-On (SSO)

• Role-Based Access Control (RBAC)

• Permission-aware indexing

This means employees only see what they are already allowed to see in the original system. Glean mirrors existing permissions rather than creating new access risks.

For large organizations dealing with sensitive HR, legal, or financial data, this permission-aware model is critical.

Glean excels at making company knowledge searchable, contextual, and easier to consume. Its biggest strength lies in helping employees find and understand information quickly.

Where Glean falls short

Glean is strong at organizing and surfacing company knowledge. But when companies start measuring real resolution speed — not just search experience — certain limitations become clearer.

• Stops at surfacing information

Glean is very good at bringing the right document, chat, or policy to the surface. It can even summarize content and provide contextual answers. But in most cases, it stops at information delivery.

If an employee needs to reset a password, request tool access, update a support ticket, or complete an approval, Glean may guide them to the right place — but it usually does not execute the action itself. Employees still have to move into other systems or wait for support teams.

• Limited workflow automation

Although Glean integrates with many business applications, its focus remains search and knowledge discovery. It does not deeply automate multi-step workflows like onboarding tasks, hardware provisioning, leave approvals, or ticket lifecycle management.

For organizations looking to reduce manual IT and HR workload, this limitation becomes important.

• No deep IT ticket lifecycle execution

Glean can help employees find answers related to IT policies or past tickets. However, it is not designed to manage the entire service process — from ticket creation to updates, escalations, and final closure.

This means more complex or action-driven issues still depend on human teams.

• Pricing not aligned to outcomes

Glean typically follows enterprise, quote-based pricing. Costs are often tied to user access rather than actual resolution outcomes such as tickets deflected or workflows automated.

For companies focused on measurable ROI, pricing that scales with headcount instead of performance can make cost justification more challenging over time.

Glean pricing

Glean follows a traditional enterprise pricing model.

Moveworks is an enterprise AI automation platform designed to resolve employee issues automatically — especially in IT and HR.

Unlike tools that focus mainly on search, Moveworks is built around action. Its goal is simple: reduce ticket volume and solve common employee requests without human intervention.

Employees can interact with Moveworks directly inside tools like Slack or Microsoft Teams and ask questions such as:

• “Reset my password”

• “I need access to Salesforce”

• “What’s the status of my ticket?”

• “How many vacation days do I have left?”

Behind the scenes, Moveworks uses conversational AI and a reasoning engine to understand intent and trigger workflows in connected systems like ServiceNow or Jira.

It is best known for IT support automation—helping companies deflect repetitive tickets and resolve structured requests faster.

Moveworks focuses less on information retrieval and more on executing supported workflows to resolve employee issues quickly.

Moveworks features 

Moveworks is not just a chatbot or a search tool. It is designed as a virtual support agent that resides within Slack or Microsoft Teams and automatically handles employee requests.

Its main focus is IT and HR automation. Instead of employees submitting tickets and waiting hours (or days) for a response, Moveworks aims to understand requests instantly and either resolve them on the spot or trigger the right workflow in connected systems.

The platform combines conversational AI, a reasoning engine, and deep integrations with service management tools to reduce repetitive workload for support teams.

Moveworks tries to move companies from “ticket-based support” to “AI-based resolution.”

Key features: 

• AI agents for IT and HR

Moveworks deploys conversational AI agents that interact directly with employees inside chat platforms. These agents are trained to handle common workplace requests, including password resets, access requests, software issues, and HR policy questions.

Instead of routing every issue to a support team, the AI agent attempts to resolve structured and repeatable requests automatically. When fully supported, it can complete tasks without human involvement, helping reduce ticket volume and response time.

• Knowledge management and understanding

Moveworks connects to enterprise knowledge bases, helpdesk articles, and internal documentation. It uses this knowledge to provide contextual answers or guide workflows.

Rather than simply surfacing documents, it tries to match user intent with the most relevant solution. If the issue can’t be automated, it can still provide knowledge-based guidance before escalating.

• AI assistant with reasoning

A major strength of Moveworks is its reasoning layer.

The platform interprets employee intent from natural language questions and determines the appropriate next step. For example, if an employee says, “I can’t log into my laptop,” the system analyzes whether it’s a password issue, account lockout, or device problem — then triggers the correct supported workflow.

This reasoning capability improves automation accuracy, especially in structured IT and HR scenarios.

• Real-time service management integration

Moveworks integrates deeply with IT service management systems like ServiceNow and Jira Service Management.

This allows it to:

• Create and update tickets

• Check ticket status

• Trigger workflow actions

• Sync resolution data in real time

Because of these integrations, Moveworks can function as a virtual service desk agent inside chat platforms.

• Cross-platform integration

Moveworks works within collaboration tools employees already use, such as Slack and Microsoft Teams.

Instead of asking employees to log in to a separate portal, it automates their daily workflow. This improves adoption and reduces friction, since employees can request help without switching systems.

• Enterprise-grade security and governance

Moveworks is built for large enterprises and supports security standards, including SSO, access controls, and compliance frameworks.

It is designed to operate within existing permission structures, ensuring that automation actions align with enterprise governance policies.

Moveworks is focused on structured automation and ticket resolution. Its strength lies in handling repeatable IT and HR workflows through conversational AI and deep service management integrations.

Where Moveworks falls short

Moveworks is strong at structured IT and HR automation. But when companies evaluate long-term flexibility, cost, and cross-department scalability, a few limitations often come up.

• Heavy enterprise rollout

Moveworks is typically deployed in large enterprises with complex IT environments. Implementation can require structured setup, workflow configuration, and alignment with ITSM systems. This makes it powerful — but not always fast to deploy.

For mid-sized companies or fast-moving teams, rollout cycles can feel long.

• Best suited for structured use cases

Moveworks performs well for repeatable, predefined workflows such as password resets and access requests. But when requests fall outside supported scenarios, automation may break or require manual intervention.

Edge cases can still depend heavily on support teams.

• Limited flexibility beyond IT and HR

Moveworks is strongest in IT service automation. Expanding into finance, facilities, legal, or custom internal workflows may require additional configuration and structured setup.

It is not always as flexible across departments as companies expect.

• Per-user enterprise pricing model

Moveworks pricing typically scales based on the number of employees. This means that as your company grows, your cost grows, regardless of how many tickets are actually resolved by AI.

For companies focused on cost-to-outcome efficiency, per-user pricing can become expensive over time.

Moveworks pricing

Moveworks does not publicly list its pricing on its website. Like many enterprise platforms, it follows a custom, quote-based pricing model

When companies compare Glean and Moveworks, the real goal isn’t just “better features.” It’s faster resolutions.

Let’s check out where Glean vs Moveworks fail as a comprehensive AI-powered platform for employee support. 

Integration depth

Glean is strong in search connection tools. It integrates with Slack, Google Drive, Confluence, Jira, and many other platforms to index content and make it searchable.

Moveworks, on the other hand, focuses heavily on IT service management integrations like ServiceNow and Jira Service Management. These integrations enable it to automatically create, update, and resolve tickets.

The gap?

Glean connects broadly but mainly for knowledge access. Moveworks connects deeply for structured automation, primarily within IT and HR systems. Neither fully combines broad knowledge access with flexible execution across departments.

Customization

Glean allows configuration around search relevance and permissions, but deep behavior changes are limited. It is optimized for search experience rather than custom automation logic.

Moveworks offers enterprise-level configuration, but setup can be heavy. Workflow adjustments often require structured planning and vendor collaboration.

In both cases, major changes are not always quick or self-serve. Deep customization may involve vendor support.

Task and workflow automation

Glean offers minimal native workflow automation. Its strength is in helping employees find information, not completing multi-step processes.

Moveworks is stronger here. It automates structured IT and HR workflows like password resets and access requests. However, automation is typically limited to predefined or supported scenarios.

Extending automation beyond those structured flows can be more complex.

Knowledge discovery vs knowledge execution

This is where the biggest difference shows up.

Glean is built to help employees find answers. It excels at knowledge discovery.

Moveworks is built to resolve certain types of tickets automatically. It focuses on executing knowledge within supported workflows.

But there is still a gap in combining the two, a unified system that delivers accurate knowledge access and flexible workflow automation in one engine.

Developer flexibility and agent customization

Glean has limited developer extensibility beyond integrations and indexing logic.

Moveworks deployments are structured and enterprise-focused. While powerful, building custom, multi-department AI agents quickly is not always simple.

For organizations seeking to expand AI beyond IT and HR into finance, facilities, or operations, flexibility is an important evaluation factor.

Glean is strong at helping employees find the right information. Moveworks is strong at automating structured IT and HR requests. The real challenge is finding a platform that combines both strengths without heavy complexity or rigid workflows.

If you look at what buyers are searching today, one thing is clear: companies are no longer just comparing Glean and Moveworks.

They are actively seeking better alternatives because, once these platforms are implemented, real-world use often reveals gaps between expectations and outcomes.

Here are the most common evaluation triggers.

• Slower resolution than expected

Both platforms promise faster employee support. But actual resolution speed depends on how many workflows are fully automated and how well the system handles real-world scenarios.

If automation coverage is limited, employees still get routed to support teams. Resolution time does not improve as much as expected.

• Manual intervention for edge cases

AI works well for structured and repeatable tasks. But when employee requests fall outside predefined flows, manual intervention is required.

Edge cases, department-specific requests, or exceptions often expose automation limits.

• High per-user pricing

Moveworks typically follows a per-user enterprise pricing model. As headcount grows, cost grows. This happens even if ticket volume stays the same.

For companies seeking pricing aligned with performance and outcomes, this model can become costly over time.

• Opaque enterprise contracts

Both platforms operate on a custom, quote-based pricing model. Buyers must go through sales discussions to understand the total cost.

For organizations that prefer transparent pricing, this slows the evaluation process.

• Long deployment cycles

Enterprise-grade platforms often require structured implementation, integration setup, and workflow configuration.

While powerful after launch, deployment can take months in complex environments.

• Limited flexibility beyond IT

Moveworks is strongest in IT and HR automation. Glean is strongest in enterprise search.

But when companies want to expand automation into finance, procurement, facilities, or operations, flexibility becomes a key factor.

This is why many enterprises are no longer asking only, “Glean or Moveworks?”

They want to know if there is a platform that combines accurate search, real automation, faster deployment, and better cost alignment.

If you are evaluating a Moveworks alternative or a Glean alternative, the goal is simple: faster resolutions without adding complexity.

This is where Workativ positions itself differently.

Instead of choosing between strong search and structured IT automation, Workativ combines both in one AI enterprise automation platform. It is built to help organizations not only find answers but also complete actions—all within the tools employees already use.

What is Workativ?

Workativ is an AI-powered enterprise automation platform designed to improve employee productivity and reduce support workload across departments.

It combines:

• Enterprise search for accurate knowledge access

• Advanced RAG-based Knowledge AI for contextual answers

• AI workflow execution that completes real tasks

• Cross-department automation beyond just IT

Unlike platforms that focus only on search or only on ticket automation, Workativ connects knowledge and action in a single system.

It is designed for:

• IT

Automate password resets, access requests, ticket creation, status checks, and troubleshooting workflows.

• HR

Answer policy questions, manage leave queries, handle onboarding tasks, and trigger approvals.

• Finance

Support expense queries, procurement requests, and finance-related workflows.

• Operations and other departments

Build custom AI agents for internal processes without heavy engineering effort.

Workativ is built for companies that want both accurate answers and real execution without long enterprise rollout cycles or rigid pricing models.

When companies compare Workativ with Glean and Moveworks, the difference becomes clear in one area: combining accurate knowledge with real execution.

Here is where Workativ stands out.

AI enterprise search with advanced RAG

Workativ uses advanced RAG-based retrieval to deliver context-aware answers. Instead of simply indexing content, it understands the domain and prioritizes authoritative sources.

This leads to:

• Fewer irrelevant search results compared to traditional enterprise search

• Reduced hallucinations through controlled knowledge grounding

• Better accuracy when answering department-specific questions

Unlike search-first platforms, the goal is not just to find documents but to provide precise, reliable answers.

Knowledge AI with smarter retrieval

Workativ supports multi-source ingestion across structured and unstructured data. It can connect to policy documents, ticket systems, databases, and collaboration tools.

It also supports date-aware retrieval, ensuring responses are based on the most recent and valid information.

This reduces confusion caused by outdated policies or duplicate documents.

AI app workflow automation

This is where Workativ moves beyond search.

It executes workflows across 100+ integrations. That means it can:

• Create, update, and close tickets

• Trigger approvals

• Provision access

• Check ticket status

• Complete multi-step internal processes

Instead of redirecting employees to other systems, it completes the action inside the conversation.

AI agent builder with no-code and low-code flexibility

Workativ provides an AI agent builder that allows teams to create custom agents without heavy engineering dependency.

Teams can:

• Configure workflows for different departments

• Adjust logic and automation rules

• Deploy new use cases quickly

Compared to enterprise-heavy rollout cycles, this enables faster iteration and broader adoption across departments.

Shared live chat inbox

Workativ includes a shared live chat inbox that allows seamless AI and human collaboration.

If the AI cannot resolve a request, it can escalate the conversation to a human agent. Support teams can view conversations in one unified interface, respond directly, and maintain full context.

This creates a consistent employee experience without fragmented communication.

Multi-lingual support

Workativ supports multi-language interactions, making it suitable for global organizations with distributed teams.

Employees can interact in their preferred language, improving adoption and accessibility.

Security and governance

Workativ is built with enterprise-grade security and governance controls, including:

• Role-Based Access Control

• Single Sign-On

• Audit logs and compliance standards

It aligns with enterprise data protection requirements while maintaining flexibility.

Transparent, usage-aligned pricing

Unlike per-employee pricing models, Workativ offers usage-aligned pricing, costs scale based on actual usage rather than headcount.

This makes ROI easier to measure and budgeting more predictable, especially for growing organizations.

Workativ combines accurate enterprise search, flexible automation, faster deployment, and predictable pricing, bridging the gap between knowledge discovery and real issue resolution.

When companies evaluate platforms, the real question is not just features. It is the resolution speed.

1. How fast does an employee get an answer?

2. How often is a ticket fully resolved without human involvement?

3. How long does it take to deploy and see value?

Here is a clear comparison between Glean, Moveworks, and Workativ based on real-world resolution factors.

Resolution speed comparison matrix

What this means in practical terms

Glean delivers quick answers when the problem is knowledge-related. If an employee needs to find a policy or document, response time is fast. But when action is required, resolution depends on additional systems.

Moveworks efficiently resolves structured IT and HR tickets, especially in large enterprise environments. However, automation coverage is strongest in predefined workflows.

Workativ combines contextual search with direct workflow execution. This reduces back-and-forth and shortens the time between question and resolution. Instead of providing an answer or partially resolving a request, it aims to complete the full task in a single flow.

When resolution speed is measured not only by response time but also by issue-closure time, execution flexibility becomes a key differentiator.

Enterprise productivity is clearly shifting from search to action.

Finding information is important. But resolving issues is what truly improves employee experience and reduces support workload.

Faster resolutions today require:

• Accurate, context-aware knowledge

• Real workflow automation across systems

• Customizable AI agents for multiple departments

• Pricing that aligns with measurable outcomes

Glean is strong at helping employees find information. Moveworks is strong at structured IT automation.

But if you want both, accurate knowledge and flexible execution — in one unified platform, Workativ stands out as the smarter choice.

It is built for faster go-live, broader automation beyond IT, reduced manual intervention, and predictable ROI. Instead of choosing between search and service desk automation, Workativ connects both into a single AI-driven resolution engine.

If you are evaluating a Glean alternative or a Moveworks alternative, the next step is simple:

Try the Glean and Moveworks alternative — Workativ.

Book a demo. See how much faster your employee issues can be resolved.