United StatesTechnology and telecom2023 – ongoingComcast
Ask Me Anything knowledge assistant for customer-service agents
Comcast's agent assistant reduced handling time for conversations involving a search by approximately 10%
Problem
Customer-service agents searched internal information while handling multiple conversations. Switching tools slowed their responses.
Approach
Comcast built Ask Me Anything into its agent interface, generating answers from internal knowledge with citations. It piloted the assistant with hundreds of agents in late 2023, then expanded it to thousands.
Results
Takeaway
The measured time saving applied to conversations involving a search, rather than all customer contacts.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Comcast researchers described their deployed assistant and internal trial. They reported approximately 10% less time for conversations containing a search and subsequent rollout to thousands of agents.
Full details are in the original sources.