During this day and age, staying connected is more important than ever. Comcast has made it their mission to streamline the customer experience with the help of top-of-the-line artificial intelligence (AI) and machine learning technology. By using the latest advances in technology, the company builds and offers new digital solutions to its users, making things easier and better serving customers across Washington State.
Utilizing AI innovation and technology, Comcast has designed products to help customers throughout their journey to turn them into power users. From voice control to easy digital assistance in the comfort of your home, Comcast is always evolving to ensure every customer interaction is simple, easy and fast.
“We are trying to look at different ways to use technology to identify problems for customers, and to also create opportunities for customers get the most out of their Comcast service,” Piers Lingle, Comcast’s Senior Vice President of Customer Experience, tells us.
As a leader in the tech world, Lingle is responsible for utilizing next generation technology solutions in order to help simplify and revolutionize the total Comcast customer experience. Prior to his current role, he was Vice President of Product Development for Comcast Video Products, helping invent the X1 Platform, Comcast’s flagship home entertainment and video platform, as well as Xfinity’s TV streaming apps. Lingle himself was raised in nearby Bellevue, Washington, for a portion of his childhood and still has connections to the region, giving him firsthand knowledge of the standards of customer experience and the region’s values.
Over the last several years, Comcast has introduced and updated a number of digital tools, including a user favorite – Comcast’s X1 Voice Remote. The remote is designed to help customers find exactly what they’re looking for without the hassle of pecking buttons on a remote to search for it. This was made possible by creating a remote control that uses AI algorithms and machine learning to listen to voice commands and understand what a customer is saying, and learn their user and content preferences. This technology is also able to understand millions of possible voice commands for users throughout the country and even analyzes different dialects, accents or colloquial phrasings.
“What is the best way to solve a problem or make something easier for our customers? One of the things we’ve been successful with is offering customers a great solution for finding content,” Piers said.
Living in an increasingly digital world, the demand for advanced customer support is also greater than ever. Through analysis and customer research, it’s been proven that many Comcast users want to use email, text messages, social media platforms, and online chat as their preferred methods of communication for assistance. Piers and his team are working to streamline every step of the customer’s journey. From onboarding and installations, to self-service, billing, and repairs, customers are now able to get the right information at the right time, in whatever form of communication they prefer.
Thanks to Comcast’s state-of-the-art X1 Platform technology, customers have access to better support than ever before. When trouble shooting or learning about their Comcast device, customers can share their TV screen with the agent that they’re speaking with on the phone. Comcast agents can then see exactly what the customer sees, and show customers how to use new features or troubleshoot together.
This same technology is also integrated into Comcast’s RealTime Assist program, which updates customers on their Xfinity services through timely and personalized messages, providing service information sent directly to their mobile phone via text message, their Xfinity My Account mobile app, or their X1 screen. RealTime Assist sends messages for technician appointments, equipment updates, self-install instructions, network upgrades, and planned outages. Some messages will also include “how-to” instructional videos, making it easier than ever to troubleshoot or learn about your product.
Today, more than 16 million customers are able to better manage their accounts and information thanks to Comcast’s digital tools like RealTime Assist and My Account, and more than 703,000 of these digital interactions came from customers in Washington State in 2018. Over the course of the last few years, the company has invested heavily in tools, technology, and training, to ensure a continuously smooth and innovative customer experience.
“The launch of RealTime Assist helped us fit into our customers’ lives by providing customers the right information at the right time,” states Lingle. “Customers have told us they don’t want to call us to confirm their appointment or have to ask when their new equipment will arrive, and now they don’t need to. We are committed to creating personalized solutions that make our customers’ lives easier, and RealTime Assist does just that.”
For more information, visit Comcast’s website to learn about RealTime Assist and other helpful digital tools.