Lessons Learned: Embedding AI in Cable Customer Experience to Better Serve Agents and Customers (2021)

By Rachel Knaster, ASAPP

As we all know the last two years drove massive change and presented new challenges for people and business. From a technology standpoint there was a renewed focus on artificial intelligence (AI) and its application— particularly as call wait times skyrocketed and customer frustration grew. The cable and telecom industry adapted, as it has done during its long history, and there has been an incredible opportunity for business. So, I wanted to share some of the lessons learned and best practices around AI for the cable and telecom customer experience (CX) that can bring immense value, efficiency, productivity, scale and brand loyalty.

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