United StatesTechnology and telecom2026 – ongoingMotorola Solutions
ECHO employee-support assistant
Nearly 75% of Motorola Solutions employees engaged with ECHO, Moveworks reported
Problem
Motorola Solutions had built an internal support bot with predefined responses. Employees increasingly expected conversational support, while leadership set a deadline that constrained further custom development.
Approach
The company selected Moveworks and launched ECHO for employee support. Its team migrated existing automations into the platform and introduced agentic workflows. Initial work focused on IT and HR, followed by further improvements after launch.
Results
Takeaway
The migration included rebuilding existing support workflows. The vendor reported broad employee engagement, but did not publish a measured reduction in support tickets.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- IT and R&DHuman resources
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AIAI agents
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
Moveworks recapped a customer session with Motorola Solutions IT director Joe Birney. It described ECHO's launch and workflow migration, and said nearly 75% of employees had engaged with the assistant.
Full details are in the original sources.