# How Mercari uses Moveworks

**94%**: “the vast majority of employees — 94% — reach out to the Assistant first when they have questions”

As published on [moveworks.com](https://www.moveworks.com/us/en/customers/mercari-reduced-it-ticket-volume-moveworks-conversational-ai). Captured by usedby on 2026-10-08.

- Company: [Mercari](https://www.usedby.ai/companies/mercari.md)
- Tool: [Moveworks](https://www.usedby.ai/tools/moveworks.md)
- Industry: [Marketplace](https://www.usedby.ai/companies/industry/marketplace.md)
- Teams: IT
- Customer since (as the page says): In July 2021, Mercari US deployed its Moveworks Agentic AI Assistant.

## What the story says

Mercari US uses the Moveworks AI Assistant in Slack to resolve employees' IT issues such as password resets, email group edits, device troubleshooting and software provisioning. This lets the IT team handle growth without adding support staff.

Summary written by usedby from the source page, in English. The figures are those of Moveworks and Mercari, not ours.

> Today, the agentic AI Assistant handles over 74% of issues completely autonomously. Moveworks' machine learning approach enables the Assistant to continuously deepen its knowledge of Mercari's IT environment, resolving more and more issues without intervention from the service desk.

- **74%**: “Today, the agentic AI Assistant handles over 74% of issues completely autonomously.”

> Choosing Moveworks was a no-brainer. It's incredible that the AI handles the majority of employee requests so seamlessly, allowing us to focus on growth.
>
> Alex Rust, Engineering Manager

Source: [moveworks.com](https://www.moveworks.com/us/en/customers/mercari-reduced-it-ticket-volume-moveworks-conversational-ai), captured 2026-10-08.

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure 94% is printed word for word on the page, near the name of Mercari.
- Checked: the passage quoted above is copied word for word from the page, near the name of Mercari.
- Checked: Mercari uses Moveworks. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/mercari-moveworks · How we check: https://www.usedby.ai/methodology