Moveworks vs Aisera (2026): Comparing Two AI Service Desks That Just Got Acquired
Moveworks now belongs to ServiceNow; Aisera to Automation Anywhere. A sourced comparison of the two AI-overlay heavyweights, and what their acquisitions mean for buyers in 2026.
Key takeaways
- Both lost independence within months: ServiceNow closed on Moveworks in Dec 2025; Automation Anywhere acquired Aisera in Nov 2025
- Neither ships its own ITSM system of record, both are overlay layers on the ticketing you already run
- Moveworks is the scale leader with six-figure contracts; Aisera is broader (IT, HR, CX) with marketplace pricing from $200K/yr
- Post-acquisition roadmaps now serve their new owners' platform strategies, worth weighing against an independent alternative
Eighteen months ago, Moveworks vs Aisera was the defining AI-service-desk shortlist. Both are still excellent technology, but the comparison changed shape in late 2025, when both companies lost their independence within weeks of each other. If you're evaluating them in 2026, the acquisitions are now part of the product.
The short version
Moveworks (mature, enterprise-proven, the scale leader), is now a ServiceNow company ($2.85B, closed December 15, 2025 after a DOJ review). Aisera (broader across IT, HR, finance and customer service), now belongs to Automation Anywhere (announced November 4, 2025), which is folding it into an RPA-centered "autonomous enterprise" strategy. Neither ships its own ITSM system of record; both bolt onto the ticketing platform you already run. Your decision is as much about whose platform strategy you're comfortable inheriting as it is about NLP quality.
Head to head
| Moveworks | Aisera | |
|---|---|---|
| Owner (2026) | ServiceNow (closed Dec 2025) | Automation Anywhere (announced Nov 2025) |
| Peer ratings | 4.6/5 G2 (51 reviews, seller profile) | 4.4/5 G2 (146 reviews); 4.4/5 Gartner PI (428 ratings) |
| Analyst standing | Being folded into ServiceNow's EmployeeWorks packaging | Visionary, 2025 Gartner MQ for AI Apps in ITSM |
| Scope | Employee assistant + enterprise search, IT-led | IT, HR, finance, customer service + AIOps |
| System of record | None, overlays ServiceNow and others | None in practice, documented deployments are overlays |
| Pricing | Quote-based; Vendr median ACV ~$130K; 3-yr TCO $1.5M–$3.5M at 5,000 employees | Quote-based; Azure Marketplace from $200K/yr (1,000 users); Vendr median ~$90K |
| Documented friction | "Extensive setup and fine-tuning" (G2 cons) | "Implementation lengthy and often tedious" (G2 themes) |
Sources: ServiceNow/Moveworks close, Automation Anywhere/Aisera, Unthread Moveworks TCO, Unthread Aisera pricing.
What the acquisitions change for buyers
If you run ServiceNow, Moveworks just became the house option: expect the deepest integration story, and expect it to pull you further into the ServiceNow platform (that's the point of a $2.85B acquisition). If you don't run ServiceNow, you're now buying your employee-facing AI from a vendor whose parent competes with your ITSM, Moveworks remains available standalone "for now" per ServiceNow's own messaging.
Aisera's roadmap now serves Automation Anywhere's RPA-led agenda, including public positioning about reducing ITSM seat counts. That's compelling if you're consolidating RPA and AI under one vendor, and worth scrutiny if you wanted a service-desk-first partner.
Both products also share the overlay architecture: they deflect and resolve in chat, while records, changes, assets and approvals live in a separate ITSM you also license, administer and integrate.
The independent third option
If the acquisitions gave you pause, the alternative profile looks like this: an independent vendor whose only mission is employee support, with the agentic layer and the ITSM system of record in one product, so autonomous actions are governed, audited and recorded without a second platform underneath.
That's Rezolve.ai: ~70% of requests resolved before they become tickets, native in Teams, Slack, email and voice, transparent per-user pricing without six-figure entry points, and a system of record included (or run it over your existing ITSM during transition).
Full sourced breakdowns: Rezolve.ai vs Moveworks and Rezolve.ai vs Aisera.
Re-evaluating after the acquisitions? Book a live demo, DeskIQ will show you the deflection math on your own 12 months of tickets.
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