Customer Service Automation · Enterprise Knowledge Search
With the UK currently facing the worst cost of living crisis in over 40 years, supporting customers through financial difficulty is quickly becoming one of today’s most pressing challenges. Ophelos is on a mission to transform the antiquated debt collection industry into one that’s empathetic, tech-driven, and fair for both business and consumer.
Reported impact
Reported outcomes include 25% Increase in customers resolving their debts; 67% Increase in customer satisfaction; Ophelos is bringing the industry into the 21st century with a tech-first model..
Ophelos built its Databricks implementation around Delta Lake, Agent Bricks, Databricks Data + AI Platform, MLflow. With the UK currently facing the worst cost of living crisis in over 40 years, supporting customers through financial difficulty is quickly becoming one of today’s most pressing challenges. Ophelos is on a mission to transform the antiquated debt collection industry into one that’s empathetic, tech-driven, and fair for both business and consumer. Delta Lake stores curated lakehouse tables with ACID guarantees for downstream analytics and machine learning. Agent Bricks provides the agentic and generative AI runtime used to build domain-specific applications. Databricks Data + AI Platform provides the shared lakehouse environment for ingestion, engineering, analytics, and AI workflows in this deployment. MLflow tracks model experiments and repeatable machine learning workflows.
Source data is ingested into databricks, curated in Delta Lake tables, processed with Databricks compute and orchestration services, and exposed to downstream analytics and users.
25% Increase in customers resolving their debts
67% Increase in customer satisfaction
Being a young company, Ophelos had to establish their data infrastructure to support their business needs. This originally consisted of different solutions for storing data and orchestrating data pipelines, and for model exploration and mod
Ophelos also created OLIVE (Ophelos Linguistic Identification of Vulnerability) to better support their customers in vulnerable circumstances. OLIVE is a natural language processing (NLP) model built and served using MLflow.
Ophelos made the decision to migrate to the Databricks Data + AI Platform so they could fulfill their ML use cases with ease. Ophelos stores all of their customer and third-party data in a unified lakehouse, which allows them to accommodate
With Databricks Data + AI Platform, the data team at Ophelos can use integrated capabilities like MLflow to easily retrain, store and manage hundreds of models every day. They also migrated all of their feature engineering to Feature Store,
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The official site footer lists "Address: 1 Finsbury Ave, London EC2M 2PF, UK."
The Organization JSON-LD lists addressLocality 'London', addressCountry 'GB', and numberOfEmployees value 49.
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