Reimagining Customer Experiences Utilizing Pivotal Cloud Foundry
summary
Comcast replaces a third‑party AI/ML service by building IQ in eight weeks, delivering an MVP that goes live inside the My Account iOS app and routes users to solutions via NLP, predictive intents and on‑demand diagnostics (speed test, device checks, restart scripts). Engineering uses Pivotal Cloud Foundry and an XSP/Convoy stack in a hybrid cloud, composing about 12–15 services, staffed by ~40–50 joint team members with Accenture contributing ~22 people, and the system is operational.
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chapters (22)
- 0:00Introduction
- 2:02What is iQue
- 2:32What does iQue fit into
- 3:46Strict engineering goals
- 5:19Reinventing teams
- 5:44Comcast My Account
- 10:35Technical perspective
- 11:57Summary
- 14:57Virtual Agents
- 17:43What are the interesting things
- 18:38Basic intent identification
- 19:24Context
- 20:14Predictive Intent
- 21:12Unspoken Intent
- 22:48Predictive
- 24:02Understanding Intent
- 24:37Understanding Intent Resolution
- 25:42Bayesian Update Cycle
- 27:51Advanced Issue Resolution
- 28:41Developing Virtual Agents
- 29:38Accentures Involvement
- 32:56Wrap Up
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