United StatesFood and restaurants2020 – ongoingCoca-Cola Consolidated
Bottlecap employee IT support assistant
Coca-Cola Consolidated supported 3x workforce growth without adding support agents after automating routine IT tasks
Problem
Employees called the service desk for routine password resets. Workforce growth increased the demand for IT support.
Approach
The bottler introduced Bottlecap in 2020 as a common entry point for employee support. Moveworks powered the assistant, which connected to internal systems and automated password resets.
Results
Takeaway
The rollout began with a frequent, narrowly defined support task before expanding to other employee needs.
Categories
- Size
- Large enterprise
- Industry
- Food and restaurants
- Business function
- IT and R&D
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
Moveworks described Bottlecap's password-reset automation and subsequent expansion. It reported that the workforce tripled over five years while support-agent staffing stayed unchanged.
Full details are in the original sources.