Broadband and cable providers serve millions of customers with diverse needs (and technical setups). Meeting those expectations consistently and efficiently is no small feat — and it’s here that AI is transforming how the industry delivers and supports its services.
In this session, Seshendra Balla, Senior Manager, Data and Machine Learning at Comcast will share his experiences using large language models (LLMs), retrieval-augmented generation (RAG), and predictive analytics to create hyperpersonalized CX at scale. In this session, we will discuss how AI can achieve fewer IVR calls, faster resolution times and more relevant customer interactions with onboarding chatbots that recognize devices and can guide users through setup and a customer scoring models that help service agents anticipate customer needs and identify tailored offers.
Attendees will learn:
How to identify and prioritize high-impact AI use cases that solve real CX challenges.
What it takes to operationalize personalization at scale using LLMs and customer data.
How predictive scoring and AI-driven insights can empower human agents to deliver more relevant, empathetic service.
