Title
Lippert Improves Customer Support with GenAI
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Description
Lippert, a $3.8 billion global manufacturer of components for RV, marine and automotive brands, used Databricks and Agent Bricks to consolidate fragmented data into a single lakehouse and deploy AI agents for customer support. An AI assistant trained on product manuals, technical case history and field-expert videos surfaces troubleshooting guidance for call center agents in real time, cutting new-agent ramp time from six months to four weeks (an 85% reduction). Using Agent Bricks' evaluation framework and synthetic data, model accuracy for the support agent improved from 33% to 84% within weeks. AI also analyzes thousands of support calls daily for coaching and quality scoring (versus a prior manual sample of 100 calls/month) and automates call summarization into Salesforce. The initiative is expected to save millions per year and reclaim hundreds of thousands of hours, with new agents planned for HR, warranty and supply chain.
…d insight into service quality left the team reactive and resource-constrained. With Databricks and Agent Bricks, Lippert consolidated their data into a single lakehouse and began deploying intelligent agents that help customer service teams resolve issues faster, coach agents more effectively and automate insights across the enterprise. Wha…
Company
Lippert
…red to onboard new call center agents Achieves High model accuracy within weeks Lippert is a $3.8 billion global manufacturer that supplies critical components for RV, marine and automotive brands. As demand for mobile living surged, so did the pressure on Lippert’s data, supp…
Industry
Manufacturing
…is faster, smarter and more personal than ever before. Share this post Details Industry : Manufacturing Use Case : Analytics and Business Intelligence , Artificial Intelligence , Data…
Problem
As demand for mobile living surged, call volumes at Lippert's call center spiked into the millions and legacy tools like Synapse and Dynamics 365 couldn't scale, leaving fragmented systems, slow onboarding (up to six months for a new support agent) and limited insight into service quality.
…pressure on Lippert’s data, support and analytics operations — especially when call volumes spiked into the millions and legacy tools like Synapse and Dynamics 365 couldn’t scale. Fragmented systems, slow onboarding and limited insight into service quality left the team reactive and resource-constrained. With Databricks and Agent Bricks, Lippert consolidate…
Implementation approach
Lippert started its AI-powered workflows in the area that needed it most, customer support, then expanded to service quality coaching and automated call summarization, and is now standing up new agents for HR, warranty operations and supply chain optimization.
…the difference.” To meet rising customer expectations and modernize operations, Lippert invested in a series of AI-powered workflows, starting in the area that needed it most: customer support. That pressure first peaked during the pandemic, when RV sales skyrocketed, and…
Solution
Using Databricks and Agent Bricks, Lippert consolidated fragmented data into a single lakehouse and built an AI assistant trained on product manuals, technical case history and field-expert videos that surfaces real-time troubleshooting guidance for call center agents. Using Agent Bricks' evaluation framework, the team generated a synthetic dataset of 50 question-answer pairs to test and improve retrieval and chunking before involving subject matter experts. AI also analyzes thousands of support calls daily for coaching and quality scoring, and automated call summarization pushes case summaries directly into Salesforce.
…nan recalled. That changed with Agent Bricks. Using their evaluation framework, Lippert generated a synthetic dataset of 50 realistic question-answer pairs based on prior case history. This allowed the team to run performance tests and resolve gaps in retrieval and chunking before ever involving subject matter experts (SMEs). “We improved model accurac…
Business value
The AI assistant cut new-agent ramp time from six months to four weeks, an 85% reduction. Using Agent Bricks' synthetic data and evaluation loop, model accuracy for the support agent improved from 33% to 84% within weeks (33% to 56% from synthetic data alone, with SME input from around 54%). Lippert's data team saw a 40% increase in productivity, and the company expects to save millions per year and reclaim hundreds of thousands of hours by the end of 2025. The company also delivers key business insights 43% faster than before.
…cy in just weeks. The AI assistant has also revolutionized internal onboarding, reducing ramp time for new agents from six months to just four weeks — an 85% reduction. These improvements in knowledge delivery and training have directly enhanced cu…
AI capabilities
Retrieval-Augmented Generation, Conversational AI, Natural Language Processing
…y step of the AI lifecycle. One of the earliest breakthroughs came when Lippert began developing its customer support AI agent using retrieval-augmented generation (RAG). Building the prototype wasn’t the hard part — validating that the agent could…
Technology
Databricks, Agent Bricks, Unity Catalog, MLflow, Delta Lake, Databricks SQL, AI/BI Genie, Databricks Assistant
…nd Security , Data + AI Platform , Data Sharing and Collaboration Cloud : Azure Product : Agent Bricks , AI/BI , Databricks SQL , Delta Lake , Unity Catalog Ready to get started? Try Databricks for free Talk to an expert Why Databricks…
Deployment options
cloud
…, Governance and Security , Data + AI Platform , Data Sharing and Collaboration Cloud : Azure Product : Agent Bricks , AI/BI , Databricks SQL , Delta Lake , Unity Catalog Re…
Capture details
- Captured
- 14 Aug 2026, 09:40 UTC
- Extractor
- fetch-strip@1
- Snapshot hash
- d0197e040a996d8fa9c0e9825d3c204459cdecb1dd8b232a85b3b372ee76e811