Piers Lingle, Senior Vice President of Customer Experience at Comcast Cable, responsible for utilizing next generation technology solutions to revolutionize the customer experience.

Piers Lingle, Senior Vice President of Customer Experience at Comcast Cable, responsible for utilizing next generation technology solutions to revolutionize the customer experience.

Washington customers win as Comcast taps the latest tech

Technology has drastically changed the way we communicate – how we connect with each other, how we receive our news and how we enjoy our entertainment.

For Comcast, technology has also allowed for improved communication with customers, and created a better customer experience.

“As a tech company, we have a lot of capacity to help customers,” explains Piers Lingle, Senior Vice President, Customer Experience, who leads Comcast’s Customer Experience Product Team. “How can we use technology to identify challenges customers experience, and help them get the most from their service?”

The solution: Build innovative reactive (Voice Remote), proactive (RealTime Assist) and interactive (Xfinity Assistant) digital tools that help customers better manage their experience.

Here’s how this technology is improving the experience for customers in WA:

X1 Platform & Voice Remote – Technology is at the heart of Comcast’s voice control platform, which uses artificial intelligence to understand what customers are saying, interpret those commands, and access what they want in real time.

Recognizing thousands of commands – including Spanish – and learning from user preferences, the X1 Remote presents new content based on your interests, including television programming, news, music, sports stats and more. “Teach me more” shares tips and tricks, answers questions and helps customers make their experience with X1 even better.

And for people with disabilities, the Remote, combined with the Talking Guide, eliminates barriers to enjoying their favorite content.

RealTime Assist Beginning with the process involved when customers move homes, Lingle’s team wanted to create a simpler, less stressful experience. Viewing the process as a journey, with multiple steps, Real Time Assist provides timely updates about technician appointments, equipment updates, self-install kit deliveries, network upgrades and planned maintenance through text messages, the My Account app, or on their TV screen.

Simply enter your move details online or speak with an agent to get helpful information right to your phone – track the shipment of your self-install kit, receive a text reminder to unpack your TV before the tech arrives, and more.

In the last year, Comcast has interacted with more than 8 million customers, and an “opt out” of just 1 percent suggests useful information is arriving at the right time.

Xfinity Assistant – Realizing customers also valued two-way dialogue, Comcast created a virtual assistant that uses machine intelligence and natural language understanding to deliver informed, personalized customer service solutions. “When you start reaching out to customers, you realize customers want to talk back,” Lingle says.

Xfinity Assistant lets you ask questions about your service or respond to service-related texts to find quick, easy solutions, while the evolving technology learns from what’s asked of it and which solutions resolved your issues.

Reaching 2.3 million customers in 2018 through existing customer platforms like SMS text, the My Account mobile app and Facebook Messenger (through the Xfinity Facebook page), the program will also continue to expand across other preferred consumer platforms.

In Washington state, approximately 116,000 customers interacted with Xfinity Assistant this past year. Combined with RealTime Assist, more than 700,000 Washington customers have benefited from these technology-based customer service and experience channels.

The technology is also used to anticipate service-related inquiries. Instead of waiting for a customer to identify a problem, these technologies assist in identifying issues, sharing helpful information and resolving issues rapidly.

Comcast’s Real Time Assist provides timely updates about technician appointments, equipment updates and more through text messages, the My Account app, or on your TV screen.

Comcast’s Real Time Assist provides timely updates about technician appointments, equipment updates and more through text messages, the My Account app, or on your TV screen.

Recognizing thousands of commands and learning from user preferences, the X1 Remote presents new content based on your interests, including television programming, news, music, sports stats and more.

Recognizing thousands of commands and learning from user preferences, the X1 Remote presents new content based on your interests, including television programming, news, music, sports stats and more.

More in Marketplace

Adrenaline-pumping paintball targets fun for all ages

Family-run Doodlebug Sportz offers paintball for everyone in Everett and Snohomish

All heart: Mukilteo massage and esthetics spa helps you Be Well

When Lisa Quinto first founded her massage therapy and wellness practice, she… Continue reading

Build your next career, starting now!

Award-winning Skagit County builder will keep you busy all year, motivated with project variety

Driving away in your European dream car can be THIS easy!

Lynnwood dealer specializes in European and other imports, at prices you can afford

Live Happy, Live Healthy: Take an Active Approach to Your Wellness Journey

When Remedy Tulalip opened its doors, it did so under a simple,… Continue reading

Comcast honors Snohomish County students

Leaders and Achievers Scholarship Program awards $95,000 in scholarships to Washington students

Meet Matt, who loves to sing, has a great work ethic, excels at counting and listens to sports radio. The client of Sherwood Community Services, who is blind, also enjoys his part-time job as a production worker at Innovative Salon Products where he’s responsible for quality control and packaging.
A simple adjustment can change lives.

Words matter – Take a moment to consider the words you use

Technology drives access to better legal care

MyTrafficMan.net makes it easy to access the legal services you need

Seven Things to Know Before You Go Mattress Shopping

We spend a third of our lives in bed, so it’s important to make the right choice

5 reasons to reface, not replace: Learn to love your kitchen again

Puget Sound countertop and backsplash experts will Transform your living spaces

Girl Power rules at Evergreen Speedway

MyTrafficMan.net and other sponsors helping 13 year old driver launch her racing career

Credit: Best friend or worst enemy?

Simple steps for a credit score boost