Xfinity Assistant
Words at work
A scalable solution that provides immediate assistance to customers while reducing operational costs. Pitched Xfinity Assistant to Senior Leadership in CX and Product.
Performed a three-month rotation in Product Management, working on the customer-facing version to write requirements and help train the AI to better understand the customer.
The concept for Xfinity Assistant was born during Comcast’s innovation week where employees have the opportunity to work on projects of their choosing. Assembled a cross-disciplinary team to explore how conversational AI could transform customer support and proposed an business case to gain buy in to build the tool.
CLIENT
Comcast / Xfinity
ROLE
Lead Designer, Inventor
PARTNERS
Dev, Product, Business, CX, Finance
Idea creation
Pulled together a small team of cross-disciplinary partners to build a proof of concept in one week for a AI-based, Self-Service tool that helps customers manage, troubleshoot, and get information on their account. The concept enabled fast solutions and answers without the aide of a live agent.
Business case
By addressing the top themes that customers ask live agents, Xfinity Assistant eliminates around 79% of agent chats each month on average. Analyzed call and chat data, identifying the most common customer inquiries and pain points to create a roadmap. This project was a 0-1 product creation: from concept to ship.
Experience
What’s live today
A personal assistant that can understand language
Created a personal assistant that could understand natural language, maintain context throughout conversations, and provide information and perform actions. Pitched to Leadership who built an entire business unit to build this channel which now deflects 79% of chats from going to a live agent.
Capabilities
- I need help and troubleshooting
- I need to take action
- I need to view something
