Customer Story

How Databricks Scaled Support with Agentic AI

By deploying AI at scale, Databricks empowers 8,000+ employees to get instant support — while holding headcount flat.

73%

ticket deflection with the Databricks AI Assistant, R2DB

Key Integrations

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Company overview

Databricks is a global leader in data and AI, serving 10,000+ customers, including 60% of the Fortune 500. The company quadrupled in size over three years.

Challenge

Scale IT and HR support for a rapidly growing, global workforce — without scaling cost or headcount. Employees needed consistent, always-on help across 75+ tools, and live support couldn’t keep up.

Result

Databricks’ AI Assistant, R2DB, deflects a significant share of requests, automates routine workflows, and delivers material hiring cost avoidance — while improving the employee experience.

Problem: Overloaded service desk and ineffective mass communication

Databricks adopted “extreme automation” — investing in product and sales velocity, while using AI to automate back-office work.

Traditional support models created friction:

Sales enablement needed to ramp fast amid constant product change

Back-office bottlenecks grew as tickets spiked across dozens of systems

Live channels couldn’t scale to match growth

Solution: Turning conversational AI into an employee communications engine

Databricks deployed an agentic AI-powered Assistant, dubbed R2DB, built on the Moveworks Agentic AI platform. With a conversational interface and deep integrations to internal systems and knowledge, R2DB provides real-time answers, automates repetitive tasks, and handles issues with little to no human intervention. The goal: deliver fast, personalized support while reducing operational overhead.

How it works:

AI-powered deflection: R2DB resolves the majority of incoming tickets in its scope, freeing agents for high-value work

Cost efficiency at scale: By deflecting routine tickets, Databricks avoided approximately $1.5M in staffing costs

Seamless experience: A single, centralized entry point gives employees 24/7, consistent support across departments and locations

We’ve reduced agents, deflected thousands of tickets, and saved over a million dollars — all while delivering faster, higher-quality support. R2DB is a game changer.

Naveen Zutshi

CIO, Databricks

Result: Reduced ticket volume and measurable cost savings

73%

ticket deflection: Greatly reducing workload and speeding resolution times.

$1.5M

in savings: By deflecting thousands of tickets and automating workflows.

3.5K+

weekly answers: Employees get instant answers and take action through R2DB.

NPS doubled: Employee IT NPS rose from 30 to 70 after launch.

Looking forward

Databricks is extending its automation strategy beyond ticket resolution — using the Moveworks Agentic AI platform, including its Enterprise Search capabilities, to help employees find knowledge, policies, and answers instantly. The goal: unify search and action across the enterprise with the same intelligence that powers R2DB.