# Evaluation-First AI Agents: How Zepto Scales Customer Support on Databricks and MLflow

DevFeed: [Evaluation-First AI Agents: How Zepto Scales Customer Support on Databricks and MLflow](<https://devfeed.tech/articles/evaluation-first-ai-agents-how-zepto-scales-customer-support-on-databricks-and-mlflow-11538.md>)

Original publisher: [Read original article](<https://www.databricks.com/blog/evaluation-first-ai-agents-how-zepto-scales-customer-support-databricks-and-mlflow>)

Author: Gireesh Sreedhar KP; Deepak Dhankani; Eash Sharma

Published: 2026-09-09T03:00:00Z

Content type: article

Language: en

Sources: [Databricks](<https://devfeed.tech/sources/databricks.md>)

Topics: [AI Agent](<https://devfeed.tech/topics/ai-agent.md>), [databricks](<https://devfeed.tech/topics/databricks.md>), [AI Infrastructure](<https://devfeed.tech/topics/ai-infrastructure.md>), [real-time](<https://devfeed.tech/topics/real-time.md>)

Tags: [agents](<https://devfeed.tech/tags/agents.md>), [ai](<https://devfeed.tech/tags/ai.md>), [ai-engineering](<https://devfeed.tech/tags/ai-engineering.md>), [architecture](<https://devfeed.tech/tags/architecture.md>), [best-practices](<https://devfeed.tech/tags/best-practices.md>), [blog](<https://devfeed.tech/tags/blog.md>), [company](<https://devfeed.tech/tags/company.md>), [customer](<https://devfeed.tech/tags/customer.md>), [customers](<https://devfeed.tech/tags/customers.md>), [data-science-and-ml](<https://devfeed.tech/tags/data-science-and-ml.md>), [data-strategy](<https://devfeed.tech/tags/data-strategy.md>), [databricks](<https://devfeed.tech/tags/databricks.md>), [efficiency](<https://devfeed.tech/tags/efficiency.md>), [engineering](<https://devfeed.tech/tags/engineering.md>), [evaluation](<https://devfeed.tech/tags/evaluation.md>), [india](<https://devfeed.tech/tags/india.md>), [industries](<https://devfeed.tech/tags/industries.md>), [operations](<https://devfeed.tech/tags/operations.md>), [platform](<https://devfeed.tech/tags/platform.md>), [product](<https://devfeed.tech/tags/product.md>), [production](<https://devfeed.tech/tags/production.md>), [real-time](<https://devfeed.tech/tags/real-time.md>), [retail-consumer-goods](<https://devfeed.tech/tags/retail-consumer-goods.md>), [scale](<https://devfeed.tech/tags/scale.md>), [workflows](<https://devfeed.tech/tags/workflows.md>)

## AI overview

This Databricks and MLflow case study describes how Zepto uses an evaluation-first, multi-agent AI system to operate customer support at more than 100,000 tickets per day. It focuses on the system architecture, evaluation framework, quality gate, and development and production loops used to improve reliability as volume, product categories, languages, and failure modes expand.

## Source excerpt

Zepto's Push for Reliable, Real-Time Customer SupportZepto is one of India's fastest-growing...