Streaming the Agency: Databricks-Powered Contest Management, Scalable Dashboards and GenAI Chatbots

Insurance agents increasingly require fast, accurate and scalable insights to drive sales and service performance. However, legacy contest systems, performance-limited dashboards and rule-based chatbots create delays, manual effort and constrained scalability. This presentation showcases how Databricks’ advanced data engineering like live streaming and DLT that come with near real-time ETL enabled a modernized CMS, scalable dashboards and an intelligent GenAI chatbot. By replacing it with streaming pipelines, we improved contest flexibility, accelerated deployment and delivered timely progress updates. A new dashboard framework now supports 25,000 agents with 1,200 concurrent users. The GenAI chatbot automates content understanding, enabling accurate Q&A, product comparison and pre meeting preparation. The result: data delivered to frontline agents within five seconds, 50% faster contest setup and a more empowered, efficient distribution across organisation.