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The new Ask TWC Virtual Assistant lets customers use a mobile device or computer to type a question in their own words, or choose from a list of common questions to get immediate assistance.
The type and volume of inquiries and their resolutions will let TWC constantly learn, the company said.
Customers in all TWC service areas can access the tool, said TWC spokesperson Judy Barbao.
The virtual assistant may direct customers to a specific location on the TWS website for an answer to their question, or it may offer the option to connect directly with an agent for an online, real-time chat, she told CRM Buyer.
"We continue to offer customers a variety of options for TWC support and assistance, including phone and online support as well as through our free My TWC app," Barbao said.
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