2025-07: Flying Blind? How WestJet Uses AI to Spot Issues Before Customers Do

YYC to LLM seat sale! Join Animesh Gupta from WestJet as he breaks down how they turn noisy customer calls into signals that shape product improvements - using LLMs and Snowflake Cortex.

Where: Platform Calgary, East Annex
When: Wednesday, July 30, at 5:30pm

Flying Blind? How WestJet Uses AI to Spot Issues Before Customers Do
In this session, we’ll walk through a real-world application of Snowflake Cortex to surface actionable insights from customer interactions at scale. At WestJet, we built a solution that analyzes call centre transcripts to automatically detect and flag potential digital issues—such as broken booking flows, app crashes, or website errors—buried within thousands of customer conversations. This talk will cover the end-to-end pipeline we implemented, from ingestion and preprocessing to applying large language models via Snowflake Cortex, and how the outputs were operationalized to help product teams triage and resolve issues proactively. Attendees will gain insight into practical NLP techniques in a cloud data platform, prompt design for real-world customer service data, and how AI can drive cross-functional impact across product, support, and engineering teams.

Schedule:
5:30 - Food and Networking
6:00 - Presentation and Discussion
7:30 - Wrap up

Bio:
Animesh is a Product Manager at WestJet, a leading Canadian airline, where he leads initiatives across the Data Science & AI and Hyperautomation teams. He focuses on strategizing and delivering AI/ML-powered solutions that drive cost savings and enhance operational efficiency.

Outside of WestJet, Animesh serves as a mentor for MIT’s Applied Data Science Program and Microsoft’s Generative AI program, guiding industry professionals on applied AI and data science topics.

He holds a Master’s degree in Computer Science with a specialization in Data Science, along with a PMP certification.