Xfinity Assistant — Comcast

Overview

Xfinity Assistant is the virtual agent surface across Comcast's customer- and field-tech-facing channels. The team is migrating from a legacy chatbot stack to Google's ADK / Conversational Agents ecosystem while introducing generative AI capabilities for the first time.

Problem

Legacy chatbot infrastructure that couldn't support generative experiences, with siloed field-tech and customer-facing assistants and no shared playbook layer. Five teams across three orgs needed coordinated migration without disrupting customer-facing traffic.

My Role

Product Owner — owned the roadmap, cross-team coordination across 5 teams and 3 orgs, and feature scoping for the migration. Translated executive bets into shippable product increments and arbitrated trade-offs with engineering, design, and operations.

Approach & Key Decisions

• ▹ Scoped and led a 4-month 0→launch program for the field tech chatbot — shipped to 100+ techs with 10,000+ chats/day in pilot.
• ▹ Prototyped the Conversational Agents Playbook layer; advocated for production rollout that ultimately drove $9M+ in agent-deflection savings.
• ▹ Led the Sales and Internet Essentials modules of the omnichannel IVR migration onto Dialogflow / ADK.
• ▹ Stood up AXIS — an internal Gemini-powered conversational insights tool surfacing sentiment, summaries, and agent metrics from production transcripts.
• ▹ Maintained a single migration backlog across teams to keep cutovers sequenced and risks visible.

Outcomes

• ★ $9M+ in savings via human-agent deflection from the Playbook prototype-to-production rollout.
• ★ 100+ field techs onboarded; 10,000+ chats/day in pilot for the field tech assistant.
• ★ Omnichannel IVR migration in flight with first generative-AI features live in production.