65% of Americans are still paying for cable TV. When it comes to TV and internet, customers want their problems resolved yesterday. It’s a tall order for any business – especially an industry with a high volume of customers. So how do cable operators provide one-on-one customer service at scale?
Here is what we have found to be the secret sauce. The use of live chat allows cable companies to reach more people in a shorter amount of time. Online self-service portals provide information about billing, programming, and services. Companies rely on self-service portals for basic questions, allowing employees to focus on more complicated issues. When there is a problem with an account or a customer wants to upgrade their package, the cable company can call back within 5 minutes because it has all the information from previous interactions saved in its system. Now, they can identify any possible issues before escalating them up the chain of command.
In a world of post-pandemic rage and A Nation on Hold Wants to Speak With a Manager, how do cable companies provide the best support for the employees on the front lines of customer service?
Cable and closely related telco and wireless companies have a higher volume of employees than many industries. Verizon employs about 135,000 people, and Vodafone employs about 92,005. Using an artificial intelligence solution means cable companies don’t have to worry about hiring more agents or training them on new policies because their software learns from every interaction it has with the customer. They are able to predict what the next best action is based on historical data, agents always know how to handle each situation . It’s like having a team of experts working around the clock without adding to payroll. When you give your employees the tools they need to be successful, they don’t leave.
Sounds great, right? It also sounds expensive – and it can be. That is why we built a suite of AI products that integrate into a cable operator’s existing solutions for a fraction of the cost we’ve seen from other providers.
Speakeasy AI is an artificial intelligence solution that can help cable companies provide better customer service at scale by predicting customers’ needs in context and resolving them with personalized responses.
With Speakeasy AI, any large business can reduce costs and scale customer support.
Contact us today for a demo.