How Databricks Scaled Support with Extreme Automation
By deploying AI at scale, Databricks empowers 8,000 employees to get instant support, without adding headcount.
Databricks is a global leader in data and AI, serving 10,000+ customers — including 60% of the Fortune 500 — with a team that quadrupled in three years.
Challenge
Scaling IT and HR support for a rapidly growing global workforce — without scaling headcount or cost.
Result
Databricks' AI Assistant, R2DB, helps deflect 50% of support tickets, automate routine workflows, and deliver nearly $1.5M in annual hiring savings.
The Problem
Inefficiencies in traditional support models
As Databricks scaled from 2,000 to 8,000+ employees, it encountered two major friction points:
- Sales enablement at scale: Ramping reps quickly amid constant product innovation
- Back-office bottlenecks: Rising tickets across 75+ tools, with live support unable to scale
To tackle these challenges, Databricks embraced a strategy of ‘extreme automation’ or investing heavily in sales and product innovation, while using AI to automate as much of the back-office as possible.
The Solution
Scaling global support with AI
To improve the speed, scale, and consistency of IT and HR support across its global workforce, Databricks deployed AI-powered Assistant named 'R2DB', named in homage to R2-D2. With a conversational interface and built on Moveworks agentic AI platform, R2DB leverages Moveworks’ suite of capabilities to deliver advanced search, action, and productivity features.
The goal: Deliver fast, personalized support to employees while reducing operational overhead and increasing efficiency.
The AI Assistant was integrated with Databricks’ internal systems, including key knowledge sources, to provide real-time answers, automate repetitive tasks, and address issues with little to no human intervention. This allowed IT to keep pace with the company’s rapid growth — without needing to grow the team.
Key aspects of the solution included:
AI-powered deflection: AI Assistant R2DB resolved 73% of incoming tickets, deflecting thousands of repetitive requests every week and freeing up agents for high-value work.
Cost efficiency at scale: By deflecting routine tickets, Databricks avoided approximately $1.5 million in staffing costs without sacrificing service quality.
Seamless employee experience: Employees across departments and locations received consistent, 24/7 support through a centralized interface, improving access and satisfaction.
By automating support at scale, Databricks unlocked a more agile support model — accelerating resolution times, improving the employee experience, and setting the foundation for future AI transformation.
The Result
Scaling support, maximizing impact
The deployment of R2DB, Databricks’ AI-powered Assistant, has delivered transformative results across IT support and operations:
73% ticket deflection: R2DB resolves nearly three out of four tickets, reducing workload for agents and accelerating time to resolution for employees.
$1.5M in cost savings: By deflecting tens of thousands of tickets and automating common workflows, Databricks realized approximately $1.5 million in opportunity cost savings.
NPS more than doubled: After launch, Net Promoter Score rose from 30 to 70 — reflecting a major boost in employee satisfaction with IT support.
3,500+ questions answered weekly: Employees across departments use R2DB to get instant answers and take action, saving time and eliminating friction in daily workflows.
By transforming manual support processes into a conversational AI experience, Databricks elevated both efficiency and employee satisfaction — turning R2DB into a trusted, enterprise-wide assistant.
Key integrations
