Enterprise Story 4: How Comcast uses AI and ML for network insights and an improved customer experience

Comcast has been on a multi-year journey to transform the customer experience. We know customers’ expectations are evolving; they don’t want to have to reach out to us for a question or issue and they want to interact digitally. In eight weeks, a Comcast team built and developed the aiQ platform, an omnichannel adaptable, ubiquitous platform that powers the customer experience with artificial intelligence and machine learning. The aiQ platform is not just a technical platform but was built with empathy and anticipation in mind – creating a uniquely human and personalized experience for each customer. aiQ is continuing to get smarter and has reduced customer contact rates and operating costs – creating a better experience for customers.