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Title
Agent Bricks Gives Baylor a Direct Line to the Student Voice
…n Contact Us Try Databricks Customer Stories / Baylor University CUSTOMER STORY Agent Bricks Gives Baylor a Direct Line to the Student Voice 100% Call review coverage 2 minutes To generate a daily report that was previou…
Description
Baylor University's Enrollment Management division built an agent workflow using Databricks Agent Bricks to review 100% of contact center calls about financial aid and student accounts, up from roughly 5% manual sampling. Call recordings are fed via API into a medallion architecture on Databricks; a Knowledge Assistant agent gives representatives instant policy guidance, and a Multi-Agent Supervisor evaluates calls against standard operating procedures, citing timestamps and sources. Supervisors also query call data via Databricks Genie in natural language. Unity Catalog and row-level security via Active Directory groups govern access to FERPA-protected student data. The system generates a daily summary report in about two minutes and enables faster, more consistent coaching for contact center staff.
…Logan Guardiola, Data Engineer. From 5% sampling to 100% visibility in minutes Agent Bricks shifted review from occasional escalation responses to an operational process covering 100% of calls. Insights from every conversation are securely available across the organization…
Company
Baylor University
Baylor University Unlocks The Student Voice | Databricks Skip to main content Login Why Databrick…
Problem
Baylor's Enrollment Management contact center fields hundreds of calls daily about financial aid and student accounts, but manual review could not scale with the volume. Even a dedicated QA hire would cover only about 5% of calls, leaving feedback inconsistent and too slow to be useful, and the data was inaccessible because it was not captured in a structured format.
…ed only after escalations, which could be days after the original conversation. Even a dedicated QA hire would cover only about 5% of calls, leaving feedback inconsistent and too slow to be useful. Positive interactions often went unrecognized, while problematic patterns could…
Solution
Kyle and his team built an agent workflow using Agent Bricks, connecting Baylor's phone system via API to feed call recordings and metadata into a medallion architecture on Databricks. A Knowledge Assistant agent gives representatives instant guidance from policies and documentation, while a Multi-Agent Supervisor evaluates each call against standard operating procedures, linking findings back to the original interaction with timestamps and source citations. Supervisors can also query call data through Databricks Genie using natural language. Unity Catalog and row-level security managed through Active Directory groups govern access to FERPA-protected student data.
…ts recordings into structured data for coaching With those constraints in mind, Kyle and his team built an agent workflow using Agent Bricks, a Databricks toolkit for building AI agents within a secure, governed environment. The team connected Baylor's phone system via API, feeding call recordings and metadata directly into a medallion architecture on Databricks. There, the data is organized and enriched with initial processing so Agent Bric…
Business value
Agent Bricks shifted call review from about 5% manual sampling to 100% coverage of calls. Supervisors generate a daily report summarizing volume, sentiment shifts and examples of interactions, which took about two minutes to write and run the first time it was generated, enabling full QA coverage without adding headcount.
…Logan Guardiola, Data Engineer. From 5% sampling to 100% visibility in minutes Agent Bricks shifted review from occasional escalation responses to an operational process covering 100% of calls. Insights from every conversation are securely available across the organization…
…coverage 2 minutes To generate a daily report that was previously not possible Full QA coverage Without adding headcount Baylor University Enrollment Management helps students make informed decisions…
Industry
Education
…port that was previously not possible Full QA coverage Without adding headcount Baylor University Enrollment Management helps students make informed decisions about affording and continuing their education. Serving 19,000 students and evaluating 50,000 applications annually, the divisi…
Technology
Agent Bricks, Databricks Marketplace, Unity Catalog, Genie
…ve and the student.” Share this post Details Use Case : Artificial Intelligence Product : Agent Bricks , Databricks Marketplace , Unity Catalog Ready to get started? Try Databricks for free Talk to an expert Why Databricks…
AI capabilities
Agentic AI, Conversational AI
…“The transcript is surfaced with timestamps, and it cites the actual sources.” Supervisors can explore the data themselves through Databricks Genie, querying calls using natural language and filtering by sentiment shifts or compliance flags. Unity Catalog makes this…
Business functions
Customer Service & Support
…education. Serving 19,000 students and evaluating 50,000 applications annually, the division fields hundreds of calls daily through its contact center. These conversations about financial aid and student accounts are high-stakes,…
Applicable regulations
Family Educational Rights and Privacy Act (FERPA)
…inaccessible because it’s not captured in a structured format,” Kyle said. “And I cannot take Family Educational Rights and Privacy Act (FERPA) information and throw it out into the ether. I need to do it in a secure environment.” Agent Bricks converts recordings into…
