Paychex manages a diverse range of textual data, including phone call transcripts, emails, chat logs, and survey feedback. A primary opportunity is to leverage this data effectively for actionable insights to improve the customer experience, and help small businesses succeed. The Paychex Data Science team employs a suite of large language models (LLM), covering traditional methods like word embeddings and phrase matching, to cutting-edge technology such as generative AI. Through these methods, we identify clients at retention risk, address economic distress signals, and categorize communications for product improvement. Our advanced LLM technology promises continuous enhancement to deliver tangible business value.