Comcast – Winner for Agentic AI Innovation
As AI reshapes what an intranet is for, Comcast earned the 2026 Digital Workplace Group Award for Agentic AI Innovation by reimagining the digital workplace as an intelligent, action-oriented experience. At its heart is Cai, an AI-powered workplace agent built in partnership with Microsoft. Powered by Microsoft Copilot, Cai acts as one orchestrator agent connected to several domain agents, embedded directly into employees’ flow of work rather than set up as another destination.
Now in their ninth year, the awards are produced by DWG and celebrate organizations and teams that have excelled in creating well-executed, high-performing digital workplace environments. Find out about previous winners in the awards Hall of Fame.
From content repository to conversational layer
Cai transforms Comcast’s intranet, ComcastNow, from a place to look things up into a connected ecosystem that orchestrates knowledge, systems and workflows. It delivers contextual answers, recommendations and actions in the moments that matter. The experience is grounded in extensive persona-based research, ensuring it is tailored to the real needs of different employee audiences rather than built as a generic bot.
“They’re transforming the intranet from simply a place to look things up into a conversational layer that supports work more intelligently. It feels more strategic than many of the approaches we see today, and it points to where the digital workplace is heading.”
The judges
Meeting employees where work actually happens
What particularly struck the judges was Comcast’s decision to bring Cai into Microsoft Teams, where much of the working day already unfolds, while also embedding it in ComcastNow. Instead of optimizing the intranet in isolation, Comcast has optimized for where work happens. That shift is subtle but strategically significant, positioning the digital workplace for an agentic future in which AI, content strategy, search and experience design work together.
“What impressed us was the strategic shift in thinking. This isn’t about optimizing an intranet; it’s about building an intelligent layer that supports employees wherever work happens.”
The judges
Early evidence, real momentum
The proof points are compelling for an early-stage initiative. Cai saw close to fourfold user growth in three months, rising from 1,957 users in January to 7,119 in April, a 264% increase. Quality improved at the same time: resolution rates rose from 36% to 54%, while escalations fell from 11% to 3%, a 73% reduction in cases requiring human intervention. Employees report completing tasks more efficiently, including accessing HR information and managing performance goals, while leaders see potential to reduce workload and improve productivity.
“A highly compelling, AI-led approach, with strong early evidence of adoption and clear metrics around improved resolution times and reduced escalations.”
The judges
Comcast’s achievement points to where the digital workplace is heading. By integrating AI, content and workflows into a single conversational experience, and meeting employees in the flow of work, Comcast has built a scalable foundation for enterprise-wide AI adoption and a genuinely future-ready employee experience. Cai is a worthy winner for Agentic AI Innovation.
Categorised in: → Digital Workplace Group Awards
