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dmixinc
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dmixinc,
User Rank: Light Beer
9/24/2014 | 4:41:06 PM
Already using AR
I am already working with COMCAST using AR in conjunction with their Directmail Campiagn. Allowing them to get a better ROI is the goal.
KBode
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50%
KBode,
User Rank: Light Sabre
9/23/2014 | 1:09:39 PM
Re: Interesting...
Hmm, yeah I can see some of that stuff working and cutting through some layers of support fat. Good examples of the possibilities. Still I guess it depends on how it's implemented. This is an industry that still often can't do some simple things -- like avoid asking you for your phone number seven times during a single support call (or in some cases pick up the phone at all).
brooks7
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brooks7,
User Rank: Light Sabre
9/23/2014 | 1:03:03 PM
Re: Interesting...
Kbode,

I am thinking of this as a replacement for the original call. In other words, a Sticker on the modem that says something that says: For Customer Service Scan Here!  The person scans with an app and it pops up a menu that replaces the voice call in menu and takes the customer straight to the CSR with the information filled out.  The CSR can then say something like, "Hello Biff.  I am sorry that you are having problems with your Porn Channels.  My name is Glitter...can you give me a bit more information about the problem?"

Could replace a lot of the IVR stuff that really annoys people at the front end of a Customer Service call (It takes me 27 button pushes to get a CSR!).  Alternately, it can say...Hey everybody is busy...would you like to wait on hold or we can call you when the next person is free on this number."  Or, "We have an Outage at your address.  Would you like a text at this number when its fixed?"

seven

 
KBode
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50%
KBode,
User Rank: Light Sabre
9/23/2014 | 12:40:29 PM
Re: Interesting...
It seems like a lot of that information should be on record already though? I guess I'd have to see this in implementation to see the real value. I guess this sort of feels like one of those instances where a company is trying to be innovative just to say they're being innovative. Seems like so many customer support issues that are very basic could use fixing before adding another technical layer.
brooks7
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50%
brooks7,
User Rank: Light Sabre
9/23/2014 | 12:38:36 PM
Re: Interesting...
 

Gents,

I would have thought that this would be good for the very front end of the call.  Click on a QR code on the modem and scan the barcode....all kinds of information could be available for a CSR ahead of time.  Makes a number of assumptions, but I think there is all kinds of stuff that could be done that way.  I have friends doing AR for print adv enhancement.

seven

 
KBode
50%
50%
KBode,
User Rank: Light Sabre
9/23/2014 | 12:24:05 PM
Re: Interesting...
Seems like an added layer of complication, though. If you've already got a less technical user confused by the process of simply rebooting a modem, I'm not sure asking them to fire up an augmented-reality app doesn't just make things more confusing?
Mitch Wagner
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50%
Mitch Wagner,
User Rank: Lightning
9/23/2014 | 11:51:18 AM
Re: Interesting...
I'm confused how that would work precisely. The customer service rep asks the customer to point the customer's cameraphone at equipment, and then the rep sees what the phone camera sees? 

I can see how that would be useful and lead to improved customer satisfaction. 
KBode
50%
50%
KBode,
User Rank: Light Sabre
9/23/2014 | 9:07:03 AM
Interesting...
This is interesting, but I don't understand how precisely this would benefit consumers? I guess you could have an AR app that walks somebody through the steps needed to reboot and test a modem, but is that really easier than talking them through it over the phone? I would think Comcast needs a simpler route toward improving dismal customer satisfaction rankings, like improving their subcontractor hiring processes first and foremost.

That said, if they actually do come up with AR apps that make a difference, I'd love to see them.


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