Cable Operators

Time Warner Adds ‘Service Agent’ Feature

3/21/2005 4:47 AM Eastern

Time Warner Cable will begin providing customers with an online "Ask Jeeves-type” customer application to help them sort through problems or questions on its services.

The new “Automated Service Agent” is supplied by Conversagent Inc. It allows customers to type questions into a text-chat interface and receive immediate responses to those inquiries. The ASA service also can send questions directly to live customer-service representatives, if the situation warrants.

The service will cover Time Warner's video, voice and data services.

"We wanted to offer our customers a high-quality online self-service option that provides answers in real-time, just like live help," Time Warner senior vice president of corporate customer care Dave Temlak said. "ASA technology engages customers in real-time conversations and, so, we needed to think beyond search and simple FAQs [frequently asked questions] to deliver this higher-quality service."

ASA's knowledge-manager interface allows CSRs to add, edit and publish content inside the "Ask TWC" application.

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