Case Study: Databricks achieves 73% ticket deflection with Moveworks Agentic AI

Databricks saves $1.5M and doubles employee IT NPS with Moveworks

Databricks, a global leader in data and AI, faced the challenge of scaling IT and HR support for its rapidly growing, global workforce without increasing headcount or costs. Their employees needed consistent, always-on help across more than 75 tools, but the traditional live support channels were overloaded and could not keep up with demand. To address this, they turned to Moveworks for an AI-powered solution.

By deploying the Moveworks Agentic AI platform to build an AI assistant called R2DB, Databricks created a centralized conversational interface for employee support. The solution provided real-time answers, automated repetitive tasks, and handled issues with little human intervention. The results for Databricks included 73% ticket deflection, over $1.5 million in staffing cost avoidance, and a doubling of their IT Net Promoter Score from 30 to 70.

Databricks