The Challenge:

In response to the need for a consistent customer support experience when digital self-service options are not enough, Comcast Business focused on creating reusable, scalable technology that is easily and quickly able to be deployed.

The Solution:

Consistent customer support paths are now available throughout the self-service digital ecosystem, including the Business Internet product portal, Help & Support site, and the Service Status Center, through seamlessly invoking the AI-powered chatbot “CB Assistant” to offer new support options to the user. This solution not only presents customers with multiple convenient self-service opportunities, it now goes beyond the previous option of connecting customers with a live chat agent by offering them another choice: the “Request Callback” feature enables customers to receive an immediate callback or schedule a call at a time of their choosing to avoid time-consuming hold times.

Since the launch of the Request Callback option, there has been a 20% increase in engagement with the CB Assistant across various entry points. Of those presented with the specific option to connect with an agent, 22% requested a callback. This dynamic functionality improves the customer’s overall digital experience by seamlessly integrating a range of live agent support options and continues to introduce the CB Assistant as a trusted and reliable tool for getting support.

Maximizing options for support through tools like our AI-powered chatbot “CB Assistant” provides improved customer experience that makes Comcast Business an industry leader in powering future-forward possibilities for its customers.