Xfinity

Xfinity is one of the biggest telecommunications brands in the US, serving tens of millions of customers between mobile, broadband and TV. The most impressive thing about their help center is that even with so many customers, Xfinity wants to meet them where they are, rather than forcing everyone through a specific channel or trying to create a one-size-fits-all solution.

The homepage allows you to sign in and receive personalized help, including checking for service outages and disruptions in your area and managing customer service appointments. The AI Xfinity Assistant offers instant, 24/7 help. The AI is also plugged into Xfinity systems, enabling it to offer more specific help to logged-in customers. Each search query in the help center also receives an AI treatment, with a short generative summary presented above the results. It’s helpful and unobtrusive for people who prefer regular help content.

The help content is comprehensive and easy to follow using clean formatting and inline screenshots. Xfinity keeps setup and troubleshooting instructions clear for different audiences, regardless of their familiarity with wireless technology. Each article has a recommendations sidebar, linking out to related content and making navigation around the knowledge base much faster. At the bottom of each article, there are also links to online communities on social media and forums, smartly promoting peer support.

With a good balance of personalization, AI, traditional knowledge base and community support, Xfinity opens up multiple channels to give customers the support they need in the format they want.