TWC Updates ‘Virtual Assistant’

Online Tool Provides Instant Feedback to Questions
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As part of a broader effort to boost customer service and customer care, Time Warner Cable has rolled out a new online tool that provides instant feedback questions customer pose about their service.

Via the “Ask TWC Virtual Assistant,” customers can use a mobile device or PC to type a question in their own words or choose from a list of common questions and get immediate assistance.

In addition to providing on-the-spot assistance, the new feature, which is included in the My TWC mobile app and via areas of the twc.com web site, also enables TWC to learn about the type and volume of customer inquiries and to work out new resolutions.

“We’ve transformed our online Ask TWC feature into a virtual assistant by enabling customers to now simply type in any service question they have rather than just using search terms,” said John Keib, Time Warner Cable’s EVP and COO, residential services, in a statement. “This tool is all about giving the customer control over their service experience by putting it on their schedule and eliminating potential phone wait times and transfers.”

TWC recently launched a “TechTracker” mobile app company-wide.

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