Sciene develops AI products that standardize and scale high-volume, relationship-centered enterprise workflows. When Quartile, the world’s largest retail media optimization platform, managing performance marketing for over 1,000 brands, started using Sciene's platform to scale their Customer Success operation, it transformed the way they work across geographies and time zones.

In digital advertising, Customer Success Managers (CSMs) are the bridge between an agency and its customers, analyzing campaign performance, preparing strategy presentations, proactively flagging problems, and maintaining the ongoing relationship that keeps accounts healthy and growing. This role demands both analytical depth and personal touch. At scale, though, that combination breaks down.

CSMs spend hours each week assembling decks from scratch, reconstructing account context, and triaging accounts without a systematic read across the book of business. Without the right tooling and technology, they can’t keep pace.

This is a perfect application for generative AI. Sciene, extending beyond Quartile, is trying to solve how to introduce AI efficiency to relationship-driven business processes while maintaining vital personalization to the essential human connection.

From data availability to CSM presentation, Sciene has a very narrow processing window. The platform must ingest, model, run AI inference, and serve results at a real-time pace. All pipelines, AI workloads, and the operational layer must use the same governed source of truth — making Databricks the architectural solution.

To address all the requirements, Sciene built an AI Companion platform, structuring three modules to solve distinct bottlenecks in how users are served: