Contributors   |   Messages   |   Polls   |   Resources   |   Register for newsletter
Comments
Newest First | Oldest First | Threaded View
JohnDrake
JohnDrake
5/30/2018 3:21:11 AM
User Rank
Gigamaster
Re: automated customer service
I had a taste recently of an apparently AI-based customer service call, and I have to say it left a lot to be desired. It apparently was able to read the rising tension in my voice and shunted my call to a real human, because, in the middle of my trying to withstand its inability to comprehend, it suddenly offered to connect me to a real customer service representative.

50%
50%
batye
batye
3/5/2018 1:48:26 AM
User Rank
Gigamaster
Re: automated customer service
@Commisio44354 yes you are right A.I. will only be growing and will offer good solution.. 

50%
50%
Commisio44354
Commisio44354
3/4/2018 10:57:09 PM
User Rank
Gigamaster
Re: automated customer service
The advent of Artifical Intelligence is going to address many of the key issues you've addressed. 

50%
50%
DonBrowne
DonBrowne
2/26/2018 11:12:17 AM
User Rank
Gigamaster
Re: automated customer service
Finding an automated solution to customers servive will be something all should be looking forward to as the way "to turn customers into advocates," which should not only save service calls to homes and businesses but eliminate frustration at the customer's end.

50%
50%
Commisio44354
Commisio44354
2/25/2018 1:28:29 PM
User Rank
Gigamaster
Re: automated customer service
There is an embrace of Customer Service No doubt--I personally experienced it when I had some business to tend to with AT&T--and a follow up Text Message was sent.    That sense of keeping the pulse of the Customer is critical more than before.   

50%
50%
afwriter
afwriter
2/18/2018 11:12:07 PM
User Rank
Gigamaster
Re: automated customer service
@John I think it is really a mixed bag right now because there are so many extenuating factors. For example, I think a lot of providers have realized the importance of customer service with so much competition out there and they have really turned the tables in that area; but, there are probably a large number of people out there who cut the cord five-plus years ago because of poor customer service who still have that bitter taste in their mouth. In other words, people who haven't dealt with cable customer service in the past five years have an outdated idea of customer service in 2018. People who still have cable, admittedly not me, probably have more positive things to say.

50%
50%
JohnDrake
JohnDrake
2/17/2018 10:52:10 PM
User Rank
Gigamaster
automated customer service
If this topic is another view of automated customer service, then I look forward to it, as some customer service departments could be improved from their current level by the use of AI. I have had the good fortune of good customer service from my provider, but I have heard horror stories from colleagues in other areas.

50%
50%


Latest Articles
Findings from university researchers and The Wall Street Journal indicate that many US homes are overpaying for broadband.
As cable operators weigh construction costs, the potential for service disruptions, training needs and network maintenance, the decision on which path to take isn't so straightforward anymore.
In a one-on-one interview with Broadband World News, ADTRAN Chairman and CEO Tom Stanton speaks about the vendor's success with a new breed of broadband providers, today's competitive environment and, yes, Verizon and NG-PON2.
In a provocative new BBWN webinar, Broadband Success Partners' Jack Burton will delve into cable's next-gen HFC architecture plans and explain why going all-fiber may make more sense for operators right now.
Five years ago, NOS board member Manuel Ramalho Eanes helped steer the Portuguese service provider toward a future heavily reliant on smart homes and cities. It's a decision the provider is glad it made.
Broadband World Forum Perspectives
Five years ago, NOS board member Manuel Ramalho Eanes banked big on smart homes and smart cities.
Slovak Telekom and T-Mobile Czech Republic Chief Technology and Information Officer Branimir Maric is using his more than two decades' experience in telco, including 15 years in various ...
Operators cannot protect networks -- their own or their customers -- by building a hard shell around the infrastructure, given the sensitive data dwelling and being sent to and from edge ...
Communications service providers have long talked about improving the day-to-day experience of their customers, but have not always backed up their words with actions and resources.
All Broadband World Forum Perspectives
Information Resources
All resources
Partner Perspectives - from our sponsors
Radio Shows
In this insightful Light Reading radio show, Kurt Raaflaub, Head of Strategic Solutions Marketing, will outline the key service provider challenges, deployment considerations, next-gen Gigabit technologies, and service models to win market share in the rapidly growing MDU market.
Sponsored Video
Ronan Kelly, ADTRAN CTO, EMEA & APC, shares his thoughts on industry operators leveraging virtualization, disaggregation and open SDN control, ...
Network slicing promises to be a panacea, but the biggest hurdles are not technological. The grand ambition of enabling intelligent, adaptive, ...
F-Secure has been providing security for endpoints for 30 years, and using AI and machine learning algorithms, for example in the labs to automate ...
Fahri Diner, CEO and Co-founder of Plume, unveiled a new open source initiative, OpenSync, at Broadband World Forum 2018. Announced together with ...
Talking to Light Reading's Iain Morris, Sebastian Richter from devolo explains why operators have to think beyond delivering high bandwidth and ...
All Videos
Flash Poll
Webinars
Tuesday, September 10, 2019
12:00 p.m. New York / 5:00 p.m. London

Wi-Fi is the foundation of the connected home for consumers; yet, it’s often a source of frustration. With the imminent release of the new Wi-Fi 6 standard – combined with a strong Managed Wi-Fi offer – service providers can reverse subscriber frustration while tapping into new revenue streams.

Key topics include:

  • What’s different about Wi-Fi 6 and why it matters to your subscribers
  • The importance of offering Managed Wi-Fi and its connection to Wi-Fi 6
  • How you can elevate your brand and gain a strong foothold in the home network.

Video
Alternative UK fixed-broadband network operator Community Fibre is deploying ADTRAN gear to take 10 Gbit/s to London users at aggressive prices.
At Broadband World Forum 2018 there's a lot of chat about the shift towards software-defined access networks, but how tough and how expensive ...
What are the hot talking points in the fixed broadband sector right now? Gigabit over copper as well as fiber, software-defined access and more, ...
Light Reading's pro-European, Berlin-lovin' editors Ray Le Maistre and Iain Morris discuss some of the hot topics from BBWF 2017, including Gfast ...
The UBB2020 community has had a great first four months thanks to a market that's on the up!
All Videos
Broadband World News
About Us     Advertise With Us     Contact Us     Help     Register     Twitter     Facebook     RSS
Copyright © 2019 Light Reading, part of Informa Tech,
a division of Informa PLC. Privacy Policy | Cookie Policy | Terms of Use
in partnership with