with Comcast

Comcast partnered with HCLTech to modernize operational triage and decision-making by establishing an AI-powered Operational Intelligence Platform, a unified data and AI platform that brings together incident, defect, and escalation signals previously scattered across 15+ disconnected systems. HCLTech built this platform leveraging Microsoft Azure OpenAI and Databricks. The platform continuously surfaces operational patterns, business-critical signals, and likely root causes, and delivers recommended actions through a conversational triage agent that enables teams to prioritize and respond to critical events more effectively.
 
This platform now operates at enterprise scale, processing more than 1.4 billion log lines and multiple terabytes of data daily across 17 cross-functional data sources, while retaining 87.2 TB of historical data for trend analysis. Domain-expert sub-agents serve users across Triage and Operations teams, as agentic AI automatically validates and closes eligible incidents end-to-end, driving a 15% month-over-month reduction in ticket volume over the last four months across two key domain queues. By rapidly distinguishing business-critical issues from routine operational activity, the platform significantly reduces operational noise and investigation effort, enabling engineering teams to focus on higher-value activities. The platform results in improved operational efficiency, accelerated issue identification and resolution, enhanced engineering productivity, and strengthened service reliability across both business and customer-facing operations.