Customer support is going through the GenAI revolution, but how can we use AI to foster deeper empathy with our end users?To enable this, Earnin has built its GenAI observability platform on Databricks, leveraging Lakeflow Declarative Pipeliness, Kafka and Databricks AI/BI.This session covers how we use Lakeflow Declarative Pipelines to monitor our customer care chatbot in near real-time and how we leverage Databricks to better anticipate our customers' needs.