How Databricks Deflects 73% of IT Tickets with Agentic AI Assistant R2DB
Databricks is a global data and AI platform serving over 10,000 customers, including 60% of the Fortune 500, and quadrupled its workforce in three years. Facing an overloaded service desk across 8,000+ employees and 75+ internal tools, the company deployed R2DB, an agentic AI assistant built on the Moveworks platform, to handle IT and HR support at scale. R2DB now deflects 73% of tickets, delivers 3,500+ weekly answers, and has driven $1.5M in staffing cost avoidance—while employee IT satisfaction doubled.
Impact
73%
Ticket deflection rate
$1.5M
Annual staffing cost avoidance
3,500+
Weekly AI-generated answers
30 to 70
Employee IT NPS improvement
Challenge
Databricks needed to scale IT and HR support for a rapidly growing global workforce of 8,000+ employees across 75+ tools, without adding proportional headcount—while live support channels fell behind ticket volume.
Solution
Databricks deployed R2DB, an agentic AI assistant built on the Moveworks Agentic AI platform, providing 24/7 conversational support with deep system integrations to autonomously resolve IT and HR requests without human intervention.
Tools & Technologies
What Leaders Say
“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.”
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Full Story
Databricks operates at the intersection of rapid growth and operational complexity. As a data and AI platform serving 60% of the Fortune 500, the company added thousands of employees over three years while expanding its product surface. Each new hire and product release generated more support demand—tickets, requests, onboarding tasks—that traditional service desk channels simply couldn’t absorb.
The problem was structural: Databricks relies on 75+ internal tools, and support was fragmented across email, Slack, and human agents. Response times lagged, employees in different time zones had inconsistent access to help, and sales teams ramping on constantly-changing product lines had no fast way to get answers. The company’s “extreme automation” strategy—investing in product velocity while automating back-office work—demanded an IT support model that didn’t require proportional headcount growth.
Databricks deployed R2DB, an agentic AI assistant built on the Moveworks Agentic AI platform, with deep integrations across its internal systems and knowledge bases. R2DB resolves support requests through conversational AI, automating routine workflows without human intervention. A single centralized entry point gives 8,000+ employees 24/7 support across IT and HR, with the system continuously expanding its scope of autonomous action.
The results were material. R2DB deflects 73% of tickets within its scope, saving approximately $1.5M in annual staffing costs. It delivers over 3,500 answers per week, and employee IT NPS climbed from 30 to 70 after launch—doubling satisfaction scores while reducing headcount pressure.
Databricks is now extending R2DB’s mandate beyond ticket deflection, adding Enterprise Search capabilities so employees can find knowledge, policies, and system documentation instantly. The ambition: a single AI layer that unifies search and action across the entire enterprise—a model likely to become standard practice for high-growth technology companies.