利用生成式 AI 加速卓越运营.pdf

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1、2024 Databricks Inc.All rights reservedACCELERATING OPERATIONAL EXCELLENCE WITH GENERATIVE AIPeter Landis&Gen Li6/10/202412024 Databricks Inc.All rights reservedPeter LandisPrincipal Engineer2SpeakersGen LiLead Engineer2024 Databricks Inc.All rights reserved3Northwestern Mutual2024 Databricks Inc.Al

2、l rights reserved4About Northwestern Mutual1,2,3,4,5,6,7,8:see references at end of presentation2024 Databricks Inc.All rights reserved5CUSTOMER SERVICE IS EASYIF THERE ARENT ANY CUSTOMERS2024 Databricks Inc.All rights reserved6Business Use-case ProcessImprove call efficiency and effectiveness Short

3、er handle time Higher first call resolution Reduced call lengthCustomer Service Representatives answering customer questions“What are the benefits from Whole Life One?”LLM summarizes relevant context and generates an answerLarge LanguageModelRelevant information to answer questions is retrieved from

4、 knowledge baseSend context to generate answerService representatives get answer with citation to the source documentFast iterationsSMEs validates answer from GenAItool by reviewing source documents,and provide feedbacks to improve the toolTrack performance in live scenariosDisplay answer to Service

5、 RepresentativesSend question to generate responseSend question to retrieve contextIteratively improve performance human-in-the-loopKnowledge Base Articles123456Outcomes:2024 Databricks Inc.All rights reservedRetrieval Augmented GenerationQuestionsData PipelineLLMAnswersPromptContentVector StoreEmbe

6、ddingEmbeddingSimilarity SearchRelevantDocuments(chunks)0.50.40.80.20.30.10.50.70.20.30.20.60.50.70.80.22024 Databricks Inc.All rights reservedHigh-level ArchitectureloadermetadatasemantictransformchunkingembeddingUnstructured/semi-structuredData Pipelineaudio transcriptionswebpagespdfsStorage+Searc