AT&T Business Direct Customers should take notice,
AT&T has launched a glorified chat option to it's customer service department. "Kate" is a new online avatar that is supposedly more adept than normal online chat functions are at answering your questions. "Kate" offers both written and spoken answers to customer questions, and the intent is for the avatar to create a more personal experience. The program uses new technology that allows the avatar to understand the intent of customer questions, and allows her to ask clarifying questions and even offer advice on product support. No word yet is she knows how to get the iPhone customers to stop from jumping ship due to frustration of dropped calls.
As always, we'd like to hear from anyone who has any experience working with the newest technology. Our initial reaction is always to be skeptical of the newest tools, but any tool that makes our customer service experience easier and faster, without having to deal with any frustratingly slow customer service phone tree, we're all for it. For now we'll offer a tip of the cap to
AT&T for offering this new service to it's business clients, as we keep our fingers crossed that the company will soon roll out a similar product for it's increasingly frustrated non-business customers.
To read more about "Kate" as always,
click here.
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Posted by GetHuman on Wed, 27 Oct 2010 2:58pm