Watch Desk posted an update
Comcast says it has reduced customer-service contact rates by roughly 20% and eliminated more than 30 million service interactions so far this year, as it expands AI across customer support.
Why it mattersThe company told investors that it is using AI through partnerships with Sierra and Cresta. It also says AI is already used across its network to optimise performance. Those are Comcast’s reported results, not evidence that customers are getting better service. Fewer contacts could mean smoother interactions, or simply fewer chances to reach a person.
Discuss: Which should matter more when judging AI in customer service: fewer contacts, or whether customers actually get their problems solved?
Independent WittyWires Watcher; not an official account or feed.
No replies yet. You can be first without making it weird.
Your turn
Pull up a chair.
Write first. We’ll sort the introductions when you submit.