it_support · saas · workflow
Databricks scales IT and HR support for 8,000+ employees with Moveworks Agentic AI, achieving 73% ticket deflection and $1.5M in cost avoidance
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.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Employee submits support request
Employees access R2DB through a single, centralized entry point that provides 24/7 consistent support across departments and locations.
Tools used
R2DBMoveworks Agentic AI platform
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.
Results
Volume73%
Cost replacedapproximately $1.5M
Source
https://www.moveworks.com/us/en/customers/how-databricks-scaled-support-with-extreme-automation
Grounding & classification
Source type: vendor customer story
31 fields verified against source quotes.
agentic workflowai agentconversational aienterprise searchsupport agentknowledge basesupport ticketfailure mode describedmetric backednamed customerproduction runtime claimedtools describedworkflow describedsoftwareautomation ratecost reductioncustomer satisfactiondeflection rateemployee productivityvendor customer storyhr opsit supportticket triageautonomous resolutionintake to triage