TWC customer service charm campaign continues with 'digital assistant'

In its latest move to bolster a sagging customer service reputation, Time Warner Cable (NYSE: TWC) has introduced a new Internet tool designed to quickly answer customer questions.

The Ask TWC Virtual Assistant lets users of mobile devices and computers type in questions or choose from a list of questions. 

"We've transformed our online Ask TWC feature into a virtual assistant by enabling customers to now simply type in any service question they have rather than just using search terms," said John Keib, Time Warner Cable's executive VP and chief operating officer, residential services. "This tool is all about giving the customer control over their service experience by putting it on their schedule and eliminating potential phone wait times and transfers."

The tool is now included as part of the My TWC app, which is available on the TWC website. The MSO said its platform has learning capabilities that can improve service performance as individual customers type in questions and use the platform over time. 

"We're able to quickly learn and improve by interacting with the virtual assistant tool and export what we learn to all customer contact points," Keib said.

The virtual assistant feature follows the launch earlier this month of TWC TechTracker, an app that lets customers better manage service appointments. Both products are part of TWC's ongoing push to improve its customer service rep.

While Comcast's (NASDAQ: CMCSA) troubles with customer service have grabbed far more media attention, TWC's issues have not been much less problematic. The MSO actually ranked below Comcast -- dead last -- in a recent J.D. Power survey of consumer satisfaction with pay-TV operators. 

Meanwhile, in June, Saturday Night Live personality Colin Jost made TWC's customer service acumen the subject of a high-profile Twitter rant.

TWC is also once again facing the scrutiny of federal regulators as Charter Communications (NASDAQ: CHTR) works to acquire both TWC and Bright House Network. 

In a letter to customers published in newspapers earlier this month, TWC said its 7,000 U.S. care agents in 36 service centers are available to respond to customer needs 24 hours a day. 

For more:
- read this TWC press release

Related articles:
TWC launches customer service charm campaign; starts with new tech-tracking feature
DirecTV tops J.D. Power pay-TV customer satisfaction ranker; TWC once again dead last
Comcast, TWC lag behind in latest J.D. Power customer satisfaction survey

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