2019 Winner Profile

Comcast Cable

Project Description:
Comcast's aiQ platform is designed to deliver the right information to customers at the right time via the most effective channel. This is done through a combination of expert system rules, artificial intelligence, and machine learning. Customers can interact with aiQ via the Xfinity Assistant using Xfinity apps, secure messaging, social networks (e.g., Facebook Messenger), the X1 Voice Remote, and the traditional telephone service center. aiQ is continuing to get smarter through text and voice customer utterances as well as from previous customer and agent requests. Customers who used aiQ in 2018 through the Xfinity Assistant were 9% less likely to call, and the project significantly reduced operating costs.
Business Goal:
Customer Experience
CIO:
Rick Rioboli
CEO:
Brian Roberts
Headquarters:
Philadelphia, PA
Industry:
Telecommunications
Website:
https://corporate.comcast.com/
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