SpringOne Platform 2017 Jason Michener, Comcast; Vipul Savjani, Accenture Comcast has been on a Cloud-Native Transformation Journey with Pivotal Cloud Foundry for the past 3 years. Recently, Comcast Customer Experience and Engineering Teams were given a seemingly impossible task: Replace a 3rd party AI/ML Customer Service tool by building our own in 8 weeks. Come learn how we leveraged our Pivotal Cloud Foundry service platforms in a hybrid public/private cloud with our best customer experience professionals to fundamentally change how we are engaging with our customers.

1. Copyright Comcast 2017
December, 5, 2017
aiQ: Reimagining Customer Experience
Utilizing Pivotal Cloud Foundry
Jason Michener, Sr. Manager – Engineering Operations, Comcast
Vipul Savjani, Accenture Pivotal Business Group Director, NY Labs

2. Copyright Comcast 2017Unless otherwise indicated, these slides are © 2013 -2017 Pivotal Software, Inc. and licensed under a
Creative Commons Attribution-NonCommercial license: http://creativecommons.org/licenses/by-nc/3.0/
Copyright Comcast 2017
8 weeks, 5 teams, one goal
Virtual Assistant in My Account Mobile by
12/1
• Map natural language queries from customers to
Customer Experience intents
• Rules based solutions based on customer,
product, and network telemetry
• Systems data capture and refinement to build
predictive AI models for key repair intents and
avoidable truck rolls
• UI components to replace My Account mobile
assistant before termination date with existing
vendor (12/1)
Comcast Customer
Experience and Engineering
teams were given a
seemingly impossible
assignment: to create an
AI/ML application that would
provide a significant
increase in customer
engagement and satisfaction
and do it in 8 weeks.
“We have the the tools and we have the talent !” -- Winston Zeddemore

3. Copyright Comcast 2017Unless otherwise indicated, these slides are © 2013 -2017 Pivotal Software, Inc. and licensed under a
Creative Commons Attribution-NonCommercial license: http://creativecommons.org/licenses/by-nc/3.0/
Copyright Comcast 2017
What is aiQ ?
Our best product
thinking
The tremendous
scale of Comcast’s
data
The latest
advancements in
AI/ML
A laser focus
on CX
aiQ
“Customer Service will be our best Product”
Tony Werner,
President, T&P

4. Copyright Comcast 2017Unless otherwise indicated, these slides are © 2013 -2017 Pivotal Software, Inc. and licensed under a
Creative Commons Attribution-NonCommercial license: http://creativecommons.org/licenses/by-nc/3.0/
Copyright Comcast 2017
THE ROLE OF aiQ
Deliver informed, personalized solutions to improve Customer Experience
Interactive assistant for
quick, easy solutions
Available across all products and
channels as a ubiquitous CX layer.
Always helpful and available.
Proactive monitoring
and predictions
Machine intelligence to know where
and when there are issues even
before customers contact us
Ability to learn new
skills and apply rich
context
Extensible framework for
onboarding new product skills
and evolving our diagnostic data
Empower agents with
context and continuity
Synthesizing rich history and event
data to provide agents with powerful
insights and solutions.

5. Copyright Comcast 2017Unless otherwise indicated, these slides are © 2013 -2017 Pivotal Software, Inc. and licensed under a
Creative Commons Attribution-NonCommercial license: http://creativecommons.org/licenses/by-nc/3.0/
Engineering goals
The answer must always
be yes
• Can we handle customer
queries we’ve never seen
before ?
• Can Product add
functionality without code
drops ?
• Can we support an
additional million customer
interactions tomorrow ?
Results A.S.A.P.
The customer is waiting
Know The Score
Identify key customer
metrics to prove
success
• Customer
Engagement
• Successful
Outcomes
• DevOps
dashboards and
operational
telemetry

6. Copyright Comcast 2017Unless otherwise indicated, these slides are © 2013 -2017 Pivotal Software, Inc. and licensed under a
Creative Commons Attribution-NonCommercial license: http://creativecommons.org/licenses/by-nc/3.0/
Copyright Comcast 2017
Don’t be this …
BE THIS !

7. Copyright Comcast 2017
DEMO

8. Copyright Comcast 2017Unless otherwise indicated, these slides are © 2013 -2017 Pivotal Software, Inc. and licensed under a
Creative Commons Attribution-NonCommercial license: http://creativecommons.org/licenses/by-nc/3.0/
Work differently
Operate as a startup
• Lightening Paced Agile
Development
• Two Environments: Sandbox
and Production
• 8 weeks from Dev Start to
Live
Collocated cross-functional devops teams
• Disparate teams, singular focus, aligned
visions
• Design, Development, Product, QA,
Operations all in the same room
• Scrum teams aligned by customer purpose,
not core competency

9. Copyright Comcast 2017Unless otherwise indicated, these slides are © 2013 -2017 Pivotal Software, Inc. and licensed under a
Creative Commons Attribution-NonCommercial license: http://creativecommons.org/licenses/by-nc/3.0/
Copyright Comcast 2017
Seriously, all in one room

10. Copyright Comcast 2017Unless otherwise indicated, these slides are © 2013 -2017 Pivotal Software, Inc. and licensed under a
Creative Commons Attribution-NonCommercial license: http://creativecommons.org/licenses/by-nc/3.0/
Copyright Comcast 2017
Standing on the shoulders of giants
Cloud
Foundry
XSP Convoy aiQ

11. Copyright Comcast 2017Unless otherwise indicated, these slides are © 2013 -2017 Pivotal Software, Inc. and licensed under a
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Copyright Comcast 2017
Inherited Goodness
PCF
• Zero Downtime Deployments
• Continuous Integration/
Continuous Deployment
• Devops Enablement
Convoy
• Built on XSP
• Optimized for
Orchestration
XSP
• Built on CF
• API Gateway
• High Availability Proxy
• Comcast specific
dependencies packaged
and managed

12. Copyright Comcast 2017Unless otherwise indicated, these slides are © 2013 -2017 Pivotal Software, Inc. and licensed under a
Creative Commons Attribution-NonCommercial license: http://creativecommons.org/licenses/by-nc/3.0/
Copyright Comcast 2017
Architecture Summary
MY ACCOUNT (iOS app)
CUSTOMER CONTEXT & PLATFORM SERVICES
aiQ PLATFORM
NLP AI / ML DECISION ENGINE
COMMON DATA PLATFORM REAL-TIME SERVICES
MICROSERVICES (XSP)DATA SOURCES

13. Copyright Comcast 2017Unless otherwise indicated, these slides are © 2013 -2017 Pivotal Software, Inc. and licensed under a
Creative Commons Attribution-NonCommercial license: http://creativecommons.org/licenses/by-nc/3.0/
Copyright Comcast 2017
Cloud Foundry Based Services
MY ACCOUNT (iOS app)
CUSTOMER CONTEXT & PLATFORM SERVICES
aiQ PLATFORM
NLP AI / ML DECISION ENGINE
COMMON DATA PLATFORM REAL-TIME SERVICES
MICROSERVICES (XSP)DATA SOURCES

14. Copyright Comcast 2017Unless otherwise indicated, these slides are © 2013 -2017 Pivotal Software, Inc. and licensed under a
Creative Commons Attribution-NonCommercial license: http://creativecommons.org/licenses/by-nc/3.0/
Copyright Comcast 2017
Where do we go from here
MY ACCOUNT (web)MY ACCOUNT (app) OTHER APPS E360
CUSTOMER CONTEXT & PLATFORM SERVICES
aiQ PLATFORM
NLP AI / ML DECISION ENGINE
COMMON DATA PLATFORM
DATA SOURCES
REAL-TIME SERVICES
MICROSERVICES
X1 VOICE REMOTE T360

15. Copyright Comcast 2017Unless otherwise indicated, these slides are © 2013 -2017 Pivotal Software, Inc. and licensed under a
Creative Commons Attribution-NonCommercial license: http://creativecommons.org/licenses/by-nc/3.0/
Copyright © 2017 Accenture. All rights reserved.
WHAT IS A VIRTUAL AGENT?
OUR DEFINITION
A smart assistant that
interacts with people and
machines, harnessing the
power of Artificial
Intelligence to inform,
support and advise, helping
them with their tasks,
challenges and goals
COMPREHENDSENSE
LEARN
ACT

16. Copyright Comcast 2017Unless otherwise indicated, these slides are © 2013 -2017 Pivotal Software, Inc. and licensed under a
Creative Commons Attribution-NonCommercial license: http://creativecommons.org/licenses/by-nc/3.0/
Copyright © 2017 Accenture. All rights reserved.
TWO FUNDAMENTAL PROBLEMS
Challenges
COMPREHENDSENSE
LEARN
ACT1 2
INTENT
IDENTIFICATION
ISSUE
RESOLUTION

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Intention
Ontology
Disambiguating
Questions
Copyright © 2017 Accenture. All rights reserved.
BASIC INTENT IDENTIFICATION
Based on probability distribution over hierarchy of intentions (Ontology)
A
B
C
D
E
F
Intention
Ontology
“Context”
user history,
state, etc.
NLP
aiQ Examples
Utterance
Predictive Intents
Utterance-based Intents
Disambiguation Questions
predictive.outageLocal Outage
“View my Bill” billing.view
“Can I get a cable
box with hdmi”
plan.manage.tv
No TV signal predictive.refresh_tv
internet.connection “Are you experiencing
slow internet?”
internet.connection.slow_speeds

18. Copyright Comcast 2017Unless otherwise indicated, these slides are © 2013 -2017 Pivotal Software, Inc. and licensed under a
Creative Commons Attribution-NonCommercial license: http://creativecommons.org/licenses/by-nc/3.0/
Copyright © 2017 Accenture. All rights reserved.
BASIC ISSUE RESOLUTION
Rule-based mapping of intent with resolutions
“Context”
user history,
state, etc.
Known Intent
Provided
Resolution
External
Resource
aiQ Examples
Provided Resolution +/- External Resource
billing.view
“You have a credit of ($54.72)
and no payment is due. This
credit will be applied to your
next bill.”
”Review your account
payment setup online”

19. Copyright Comcast 2017Unless otherwise indicated, these slides are © 2013 -2017 Pivotal Software, Inc. and licensed under a
Creative Commons Attribution-NonCommercial license: http://creativecommons.org/licenses/by-nc/3.0/
Copyright © 2017 Accenture. All rights reserved.
ADVANCE INTENT IDENTIFICATION
Bayesian-update cycle: Refining a distribution over possible intentions, Start w/ Context update based on “evidence”
A
B
C
D
E
F
Intention
Ontology
“Context”
user history,
state, etc.
aiQ Examples (illustrative)
NLP
Disambiguating
Questions
Utterance
Agent: “Hello, what can I help you with today?”
User: “I can’t watch HBO”
Agent: “I’m sorry you’re experiencing difficulty watching HBO, can you tell
me more about the problem?”
User: “I’m trying to watch Game of Thrones on my laptop, but it won’t play”
Agent: “I understand that you’re having trouble streaming a video from the
internet. Are you connecting via a WiFi router in your home?”
User: “Yes, it was working fine this morning, but now I can’t access any
webpage!”
Agent: “It seems you may be having trouble with your wireless network, is
that correct?”
User: “Yes, can you fix it?”
Agent: “Yes, I can help you diagnose the problem.”

20. Copyright Comcast 2017Unless otherwise indicated, these slides are © 2013 -2017 Pivotal Software, Inc. and licensed under a
Creative Commons Attribution-NonCommercial license: http://creativecommons.org/licenses/by-nc/3.0/
Copyright © 2017 Accenture. All rights reserved.
ADVANCE ISSUE RESOLUTION
Based on scripted resolution procedure
Known Intent
aiQ Examples (illustrative)
“Context”
user history,
state, etc.
NLP
Information
Seeking QuestionsUtterance Knowledge
Mapping
Resolution Procedure:
• Step 1
• Step 2
• Sub 1
• Variable X
• Sub 2
• Variable Y
• Step 3
• Sub 3
Agent: “I am going to run a diagnostic on your internet connection”
User: “Thank you”
Agent: “I am able to communicate with your modem, are you able to reach
any webpages?”
User: “No, nothing seems to load”
Agent: “Let’s try restarting your wireless router. Can you please power it off
and then back on again?”

21. Copyright Comcast 2017Unless otherwise indicated, these slides are © 2013 -2017 Pivotal Software, Inc. and licensed under a
Creative Commons Attribution-NonCommercial license: http://creativecommons.org/licenses/by-nc/3.0/
Copyright © 2017 Accenture. All rights reserved.
VIRTUAL AGENT JOURNEY
Evolve while learning
COMPREHENDSENSE
LEARN
ACT
Basic Intent
Identification and
Issue Resolution
Advanced Intent
Identification and
Issue Resolution
Learning (ML)

22. Copyright Comcast 2017Unless otherwise indicated, these slides are © 2013 -2017 Pivotal Software, Inc. and licensed under a
Creative Commons Attribution-NonCommercial license: http://creativecommons.org/licenses/by-nc/3.0/
Copyright © 2017 Accenture. All rights reserved.
HOW ACCENTURE IS HELPING COMCAST ON aiQ…
Innovation at Speed and Scale
Delivery Structure
& Discipline
•Established Agile
Processes and
Metrics
Deep Expertise in
Cloud Native,
Virtual Agents
and AI/ML
•Applied
expertise to
quickly and
efficiently define
solution and
solve problems
Pivotal
Partnership
•Jointly providing
Advanced
Technology and
Architecture
support, i.e.
Async,
Active/Active,
etc.
Extensive Comcast
Experience
•Leveraged prior
experience on XSP
Platform to
quickly integrated
XSP Services with
aiQ
Speed & Scale
•Helped deliver
MVP in 8wks
•Ramped up a
team of 22+
highly skilled
Cloud Native,
Data, AI/ML
members

23. Copyright Comcast 2017
More Great Comcast Presentations On
Deck
Tuesday
• 5pm, Todd Migliore “Going Cloud Native at Comcast”
Wednesday
• 11:30, Tim Leong “Expand Cloud Foundry for the Enterprise
• 5:40, Nithya Ruff and Shilla Saebi “How Comcast Embraced Open”
Thursday
• 9:00, Greg Otto on the Main Stage

24. Copyright Comcast 2017
Comcast Is Hiring !!
Visit us at our booth
• Hiring experienced, passionate DevOps architects and developers
• Work with emerging Open Source technologies
• Make an impact !

25. Copyright Comcast 2017
Q & A