Comcast Leader Seshendra Balla Shares How AI Is Changing Customer Experience at Global CX Conference

DENVER, CO: Seshendra Balla, Senior Manager of Data & Machine Learning at Comcast, was a featured speaker at the international Future CX Customer Experience conference organized by CX Network.

Speaking during the day two session titled “How AI Is Enabling the Hyper-Personalized CX of the Future,” Balla outlined how Comcast is deploying artificial intelligence to enhance customer service for millions of broadband and streaming users.

The event brought together customer experience leaders, technology executives and data professionals from across the globe to examine how AI is reshaping customer engagement.

Smarter Customer Support Through AI

During his session, Balla shared practical examples of how Comcast uses large language models (LLMs), predictive analytics and retrieval-augmented generation (RAG) to make customer interactions faster and more personalized.

AI-powered onboarding chatbots now assist customers in setting up devices by recognizing their equipment and guiding them step by step. Meanwhile, predictive customer scoring helps service agents anticipate customer needs before issues escalate.

The result: fewer automated phone calls, faster issue resolution and more meaningful customer conversations.

“AI helps our teams respond faster and with better context,” Balla said. “It allows agents to focus on helping people, while technology handles routine tasks.”

Linking Customer Experience With Network Reliability

Beyond customer service applications, Balla also leads engineering teams responsible for building large cloud data platforms that support Comcast’s broadband and streaming networks.

These systems analyze real-time data to detect outages earlier, improve streaming performance and maintain service reliability.

By combining customer data with network intelligence, the teams have reduced outage detection times and strengthened digital experiences across multiple platforms.

His work demonstrates how AI can simultaneously enhance customer satisfaction and reinforce core infrastructure performance.

Key Takeaways for Enterprises

Balla outlined three core principles for organizations seeking to deploy AI effectively:

• Focus on solving real business problems, not just running experiments
• Integrate personalization into everyday systems using customer data and LLMs
• Use predictive insights to empower human agents, rather than replace them

Attendees praised the session for its clarity, practicality and real-world production-scale examples.

Expanding Influence in AI and CX

Balla’s participation at Future CX Customer Experience reflects his growing profile as a speaker in applied AI and enterprise data engineering. CX Network conferences attract senior leaders across telecom, media, retail and finance, providing broad international visibility.

By sharing Comcast’s experience, Balla offered a roadmap for companies seeking measurable AI-driven outcomes, demonstrating how thoughtful system design and robust engineering can deliver personalization at scale.

As AI investment accelerates globally, his message was clear: when implemented responsibly, artificial intelligence can improve services, empower employees and keep millions of people connected.