Project Overview

Comcast needed a better way for customer service representatives to understand customer history and provide more personalized support.

Challenge

Customer service reps were using multiple disconnected systems to piece together customer information, leading to:

• Slow resolution times
• Inconsistent customer experience
• High training costs for new employees
• Missed opportunities for proactive service

Solution

We developed an interactive timeline interface that:

1. Unified Data Sources: Aggregated information from multiple systems

2. Visual Timeline: Clear chronological view of all customer interactions

3. Smart Filtering: Quick access to specific types of interactions

4. Real-time Updates: Live data synchronization

Key Features

• Interactive timeline with zoom and pan capabilities
• Color-coded event types for quick scanning
• Detailed event cards with full context
• Export functionality for reporting
• Mobile-responsive design for field technicians

Results

• 30% reduction in average call time
• 25% improvement in first-call resolution
• 90% employee satisfaction rating
• Reduced training time from 2 weeks to 3 days

Technologies Used

• React with TypeScript
• D3.js for data visualization
• Redux for state management
• Material-UI component library
• WebSocket for real-time updates