How Databricks Scaled Support with Agentic AI

How Databricks Scaled Support With Extreme Automation — Result Databricks’ AI Assistant, R2DB, deflects a significant share of requests, automates routine workflows, and delivers material hiring cost avoidance — while improving the employee experience. Looking forward Databricks is extending its automation strategy beyond ticket resolution — using the Moveworks Agentic AI platform, including its Enterprise Search capabilities, to help employees find knowledge, policies, and answers instantly.

Agent or tool: Moveworks
Topic: Customer Support
Reported on: Case study (Moveworks)
Added: 2026-11-11

Why it matters

Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 554 sightings filed under Customer Support on Agent Sightings (number 524 by interest), and one of 22 involving Moveworks.

How you could try it

Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Moveworks or any similar agent and adjust the details to your situation.

I want an agent to handle routine customer questions end to end, and pass anything unclear to a person. The tool in the source case was Moveworks.

Saved

Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.

Source

Read the original first-hand account on Case study (Moveworks): https://moveworks.com/us/en/customers/how-databricks-scaled-support-with-extrem…. Our summary is a paraphrase; details are in the source.

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