AI use cases for Customer Service & Support
3 documented implementations
Agent Bricks Gives Baylor a Direct Line to the Student Voice
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.
Baylor UniversityAgent Bricks · Databricks Marketplace · Unity Catalog +1
ABN AMRO's financial services digital transformation at a global scale with Databricks
ABN AMRO, the third-largest bank in the Netherlands, moved from a centralized on-premises data warehouse and siloed teams to the Azure Databricks Data + AI Platform, operationalizing it within a couple of months. The platform, using Delta Lake for reliable data pipelines and MLflow for deploying machine learning models, gave over 500 engineers, scientists and analysts shared access to data. ABN AMRO uses the platform for machine learning-based fraud detection to identify anomalous behavior such as money laundering, a marketing automation stack for faster, more relevant customer product recommendations, and a client dashboard giving support teams a near real-time view of customer assets and transactions. The bank delivered its use cases 10 times faster than with its previous infrastructure, with over 100 additional use cases planned.
ABN AMRO· NetherlandsDatabricks Data + AI Platform · Delta Lake · MLflow +2Zalando enhancies customer engagement and operational efficiency with Mistral
Zalando, a European e-commerce platform, integrated Mistral models hosted on AWS Bedrock into its platform to add natural language processing and machine learning capabilities. The integration supports personalized recommendations, improved customer service and streamlined operations for the retailer's shopping experience.
ZalandoMistral · Amazon Bedrock