Award for Desktop Applications:

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1 Call Center FCR Best Practice Award Cntact Center FCR Best Practice AwardWinner Winner Award fr Desktp Applicatins: Cmcast Cable published

2 Desktp Applicatins Best Practice Success Stry Cmpany Descriptin Cmcast Crpratin (Nasdaq: CMCSA, CMCSK) is a glbal media and technlgy cmpany with tw primary businesses, Cmcast Cable and NBCUniversal. Cmcast Cable is the natin's largest vide, high-speed Internet and phne prvider t residential custmers under the XFINITY brand and als prvides these services t businesses. NBCUniversal perates news, entertainment and sprts cable netwrks, the NBC and Telemund bradcast netwrks, televisin prductin peratins, televisin statin grups, Universal Pictures and Universal Parks and Resrts. Visit fr mre infrmatin. The Einstein Evlutin We re using ur technlgy expertise that has created innvative prducts and services and applying it hw we prvide service and supprt fr ur custmers. T that end, we truly believe that yu simply can t have a great custmer experience withut a great emplyee experience. And since ur thusands f emplyees are the face f Cmcast, they need the right tls and answers at their fingertips in rder t prvide a great custmer experience. Therefre, the mre that we invest in ur emplyee slutins, the better we can influence ur custmers' experience with us. Because f this fundamental belief, in 2011 Cmcast began a game-changing initiative that will ultimately span mre than 5 years: T cnslidate mre than 20 unique desktp applicatins int ne (1) universal emplyee applicatin that wuld be cnsistent, simple, smart and, mst imprtantly, that ur emplyees wuld lve using it every day. Einstein is that slutin.

3 A Time f Transfrmatin While the cable industry is well-established, ur services and the way peple use them have changed mre in the last five years than in the past five decades. Mrever, initially the cable prduct ffering was just simple vide service but in rder t meet the changing needs f ur custmers, ur prducts and fferings have grwn in breadth and cmplexity. This grwth and innvatin meant that we needed t ensure we had internal systems t bth sell and supprt these prducts and services. That led t a multitude f disparate applicatins emplyees had t maneuver between depending upn the type f custmer inquiry and the gegraphic lcatin f the custmer and f the emplyee. We knew that in rder t achieve ur gal f creating a best-in-class universal user interface (UI), it wuld require nt nly technlgy innvatin and investment but als cnsiderable fcus n prcess standardizatin, gvernance and change management t help ur emplyees thrugh this transfrmatin. Building a Better Slutin As we first cntemplated ur bjectives and business requirements, we vetted existing applicatins frm well-knwn vendrs. It wuld have been far easier t buy an existing applicatin versus build a custm applicatin nearly frm scratch but in the end, all f the ff-the-shelf applicatins we evaluated wuld have needed majr custmizatin in rder t meet ur bjectives. S, we decided t build ur wn applicatin: Einstein. At the cre f Einstein is the cncept that all f the infrmatin we present t ur emplyees shuld be, t the greatest extent pssible, cntext-driven s that it is relevant t bth the emplyee and the custmer. This means that unlike traditinal desktp applicatins which tend t sil functinality int different applicatins (e.g., a sales applicatin vs. service applicatin vs. knwledge base), we integrate all functins an agent needs t d their jb in ne universal applicatin. Fr example, we deliberately d nt have a standalne knwledge base. Instead, it is integrated with

4 custmer accunt infrmatin and ther tls and infrmatin t supprt custmer inquiries. We have expanded the cncept f knwledge t include ANY infrmatin an agent needs t supprt a custmer - nt just a help article. And, we firmly believe that with the right slutin, a search will hpefully be the last thing an emplyee needs t d because we ve effectively presented the infrmatin they need, when they need it. In this way, we use ur knwledge base strategically in rder t save time fr bth emplyees and custmers. Wrking Smarter Beynd that, because f the way we've architected Einstein, we have far mre sphisticatin arund intelligence and autmatin than we've ever had befre. Fr example, we can use crrelated infrmatin we received abut calls and custmer satisfactin t understand which f ur trubleshting prcess flws are mst effective when a custmer calls. We can als see which prcess flws we need t take back t ur technlgy teams fr imprvement - r where we need t prvide mre directin t ur emplyees abut next steps. We can als autmate certain steps in the prcess flws, saving time and imprving the experience fr bth ur custmers and emplyees. This is a great example f where we are leveraging bth science and technlgy t create smarter slutins. Enabling the Omni-Channel Experience We als are deliberate abut ensuring we are leveraging the same capabilities acrss all f ur internal and external applicatins and channels. Fr example, we share Einstein with ur technicians s that they can have access t the same infrmatin and tls ur call center agents d. And, we are able t share the same cntent and infrmatin acrss ther supprt channels. Our website, Cmcast.cm, shares ur same knwledge base as des ur Business Class channel. We are leveraging the same cntent and trubleshting tls in ur new self-service apps like MyAccunt as well s that we present cnsistent answers acrss all ur channels. The integratin

5 with ur self-service cntent was very imprtant. By ding this, we were able t prvide emplyees the ability t help and supprt articles frm Einstein that reference a link t the page n Cmcast.cm, thereby driving custmer adptin f self-service - anther critical gal. By Emplyees, Fr Emplyees A large part f ur strategy is t manage ur internal custmer care applicatins as prducts and apply prduct develpment management principles, including engaging UI designers and perfrming usability research and testing. All kinds f practices that yu wuld nrmally just hear abut in external cnsumer facing prduct develpment, we've applied internally as well. This means that the same teams that have develped ur Emmy-winning X1 Guide are nw helping t evlve the Einstein UI design t make it even mre intuitive fr ur emplyees. We spend a lt f time in ur field rganizatins and call centers with ur emplyees t get a feel fr what's ging n right nw. They have s many ideas and we mine that infrmatin and bring frward the nes that will be revlutinary in this space. And we spend a great deal f time with ur sales and service channel leadership acrss the rganizatin t ensure we are building a slutin that will deliver n the needs f ur business - nw and in the future. In fact, because emplyee engagement is such a fundamental part f ur slutin, ur tagline is Einstein: Designed by and develped exclusively fr Cmcast Emplyees. Since we knw emplyee engagement and empwerment are ultimately the lng-term keys t success, ne f ur tactics is t cnduct an Annual Einstein User Survey. In 2016, we had a 12% respnse rate and 87% f ur agents surveyed believed Einstein is effective at helping them d their jb and 91% f agents trust the infrmatin they find in Einstein. We are far frm dne but these results help us t knw we are headed in the right directin.

6 Appendix: The Einstein 5-year Radmap Phase 1: Einstein Knwledge - Implementatin Cmpleted: 2013 Feature Highlights: Key Custmer Accunt Infrmatin/Indicatrs Fast and Accurate Search Ability t Cntent t Custmers/Emplyees Cntent Shared Crss-channel Rights Driven Access Phase 2: Einstein Service - Implementatin Cmpleted: 2014 Feature Highlights: Search by Symptm Autmatin via APIs Built int Interactive Trubleshting Guides (ITGs) Nn-linear Trubleshting Capabilities Device Diagnstics and Tlkits Phase 3: Einstein Implementatin Target: mid-2017 Revamped user interface with additinal features & functinality including: Custmer Authenticatin Unified Ntes (sharable acrss functinal areas) Next Gen Trubleshting capabilities Bill Cmparisn Tl Cnversatin Summary

7 Appendix: Real Emplyee Feedback This tl is great - everything is n ne screen. It s great, I like it. Yu dn t have t be an Einstein t use it. It's a lt mre user-friendly and fluid. It's easier and cmbines multiple applicatins, which is saving me 3-4 minutes by nt swiveling acrss multiple screens. I dn t have t lk fr trubleshting, it s right in yur face. The new functinality in Einstein Service has rcked my wrld. I'm empwered nw. Being a new supervisr, this really helps. As a tenured agent, I really like it. This tl is als awesme fr new hires. It'll standardize things acrss the three centers here in Washingtn. Einstein is great! It keeps me n the right path fr trubleshting the custmer's symptms. Einstein makes me lk frward t cming back t my desk!