By deploying AI at scale, Databricks empowers 8,000+ employees to get instant support — while holding headcount flat.
Customer Story
How Databricks Scaled Support with Agentic AI
73%
ticket deflection with the Databricks AI Assistant, R2DB
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
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.
70
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.