Companies manage a firehose of unstructured communication — emails, letters, calls, chat transcripts — that contain insights into customer needs, risks, and compliance. In this session, we’ll show how to apply Databricks + LLMOps pipelines to structure and analyze these interactions at scale. Using Delta Lake for storage, Spark NLP for preprocessing, and GenAI models for classification and summarization, we’ll extract themes, sentiment, and risk flags. The outputs feed back into Customer Support/Call Center and Operation & Service workflows.

Attendees will learn repeatable architectures for unifying communications data into their Lakehouse and see how unstructured → structured transformation unlocks new intelligence to improve operations and customer experience (CX)