Leveraging LLMs for Email Processing in Customer Centres

Explore a 44-minute conference talk on leveraging large language models (LLMs) for email processing in customer centers. Discover how UKPN implemented a project that utilizes LLMs to classify requests, determine urgency, summarize email contents, and generate responses based on available templates. Learn about the minimal changes made to regular business processes and how results are fed back into the Outlook inbox. Gain insights into the use of Azure OpenAI, open-source models, and MLFlow for model control and experimentation. Examine the results, decision processes, performance comparisons of different models, and the costs associated with these solutions. Presented by Joanna Lenczuk, Data Scientist at CKDelta, this Databricks session offers valuable information for those interested in applying LLMs to improve customer service efficiency.