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Learn how to build GenAI observability platforms for customer support applications using Databricks in this 30-minute conference talk. Discover how Earnin has revolutionized their customer care approach by implementing AI-driven solutions that foster deeper empathy with end users. Explore the technical architecture behind their GenAI observability platform built on Databricks, utilizing Delta Live Tables (DLTs), Kafka, and Databricks AI/BI for comprehensive monitoring and analytics. Understand how to leverage DLT for near real-time monitoring of customer care chatbots and learn strategies for better anticipating customer needs through advanced data engineering and machine learning techniques. Gain insights from Matteo Ciccozzi, Senior Machine Learning Engineer at EarnIn, and Willem Dhaeseleer, Senior Staff Software Engineer at EarnIn, as they share practical implementation details and best practices for deploying production-ready GenAI observability solutions in customer support environments.
