Cox Deploys Computerized CSRs

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Cox Communications Inc. launched an online customer-service application from Conversagent Inc. that allows customers to ask questions about digital-cable, high-speed-data and other services that will be answered through an automated system.

The service will allow subscribers on all Cox systems to receive answers to some questions, and it may help Cox to reduce the number of calls handled by customer-service representatives.

Subscribers can access the service via Cox’s Web site (www.cox.com/support).

Some questions may generate generic responses that may not contain the answers the subscriber was looking for.

For example, a reporter posed this question Monday to the “Cox Instant Answers” application: “Which is faster: DSL [digital subscriber line] or cable modems?” The response from the automated Cox system was the definition of a cable modem, which, it noted, is “an electronic adapter that permits a personal computer to receive Internet data from the high-speed information resources of a cable-television system.”

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