It support · Production

Databricks scales IT and HR support for 8,000+ employees with Moveworks Agentic AI, achieving 73% ticket deflection and $1.5M in cost avoidance

The problem

Databricks' IT and HR service desk was overwhelmed as the company quadrupled in size, with ticket volume spiking across dozens of systems, back-office bottlenecks growing, and live support channels unable to keep up with a rapidly expanding global workforce needing help across 75+ tools.

Workflow diagram · grounded in source
1
Employee submits support request
trigger
“A single, centralized entry point gives employees 24/7, consistent support across departments and locations”
2
R2DB processes with agentic AI
ai_action
“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”
3
Ticket deflected or routed to agent
routing
“R2DB resolves the majority of incoming tickets in its scope, freeing agents for high-value work”
4
Instant answers delivered to employees
output
“Employees get instant answers and take action through R2DB”
Reported outcome

R2DB deflected 73% of tickets and avoided approximately $1.5M in staffing costs, while employee IT NPS rose from 30 to 70, enabling Databricks to hold headcount flat while supporting 8,000+ employees.

Reported metrics
Ticket deflection rate73%
Staffing cost avoidanceapproximately $1.5M
employee IT NPSrose from 30 to 70
Employees supported8,000+
Show all 5 reported metrics
ticket deflection rate73%
staffing cost avoidanceapproximately $1.5M
employee IT NPSrose from 30 to 70
employees supported8,000+
headcount maintained flatholding headcount flat
Reported stack
R2DBMoveworks Agentic AI platform
Source
https://www.moveworks.com/us/en/customers/how-databricks-scaled-support-with-extreme-automation
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

R2DB deflected 73% of tickets and avoided approximately $1.5M in staffing costs, while employee IT NPS rose from 30 to 70, enabling Databricks to hold headcount flat while supporting 8,000+ employees.

What tools did this team use?

R2DB, Moveworks Agentic AI platform.

What results were reported?

Ticket deflection rate: 73%; Staffing cost avoidance: approximately $1.5M; employee IT NPS: rose from 30 to 70; Employees supported: 8,000+ (source-reported, not independently verified).

How is this it support AI workflow structured?

Employee submits support request → R2DB processes with agentic AI → Ticket deflected or routed to agent → Instant answers delivered to employees.

Related it support cases