利用 LLM 在客户中心进行电子邮件处理.pdf

1、2024 Databricks Inc.All rights reserved1LEVERAGING LLMS LEVERAGING LLMS FOR EMAIL FOR EMAIL PROCESSING PROCESSING IN CUSTOMER IN CUSTOMER CENTRESCENTRESJoanna Lenczuk|CKDeltaJoanna Lenczuk|CKDelta06/12/20242024 Databricks Inc.All rights reservedAbout CKDeltaOverview of the ChallengeWorkflow Walkthro

2、ughEmail ClassificationEmail SentimentEmail SummarisationEmail ResponsesModel Performance&Cost ComparisonChallenges&Conclusions2AGENDAAGENDALeveraging LLMs for Email Processing in Customer CentresLeveraging LLMs for Email Processing in Customer Centres2024 Databricks Inc.All rights reserved2024 Data

3、bricks Inc.All rights reserved3ABOUT CKDELTAABOUT CKDELTA2024 Databricks Inc.All rights reserved4ABOUT USABOUT USCKDelta builds intelligent applications designed to provide CKDelta builds intelligent applications designed to provide enhanced insight into business performanceenhanced insight into bus

4、iness performanceReduce costs by creating efficiencyIncrease revenue by driving innovationEnhance safetyImprove sustainabilityOur goalsIndustriesIndustriesUtilitiesLogisticsTransportRetailFinancial services2024 Databricks Inc.All rights reservedData scientist at CKDeltaPredictive modelling for utili

5、ties and logisticsMLOps implementationsLLMs for customer communication support5ABOUT MEABOUT MEMy team and I delivered the first implementation of the Virtual Customer My team and I delivered the first implementation of the Virtual Customer AgentAgentJoanna LenczukJoanna Lenczuk2024 Databricks Inc.A

6、ll rights reserved2024 Databricks Inc.All rights reserved6OVERVIEW OFOVERVIEW OFTHE CHALLENGETHE CHALLENGE2024 Databricks Inc.All rights reserved7ABOUT THE CUSTOMERABOUT THE CUSTOMERFirst implementation was adopted for UK Power Networks but its a common First implementation was adopted for UK Power