How Databricks Deflects 73% of IT Tickets with Agentic AI Assistant R2DB

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.