Mike Fine, Cable Software Architect, Comcast, talks with Jeff Frick at the Comcast Silicon Valley Innovation Center in Sunnyvale, CA.
#CX #Comcast #theCUBE
https://siliconangle.com/2019/11/06/heres-why-a-voice-feature-is-the-best-market-research-tool-comcastinnovation/
Here’s why a voice feature is the best market-research tool
Imagine trying to satisfy diverse customers via a traditional call-routing system. How many options can a company provide a caller before he or she becomes impatient? How many callers will select an ill-suited option and reach someone untrained in a particular issue?
This old, paint-by-numbers model contrasts with how companies now use voice and chat to understand and serve customers. These exchanges not only allow customers to relate problems in their own language; they give companies a giant focus group and data set whose insights they can pour into the next release.
“It’s an experience where users are telling you exactly what they want to do,” said Mike Fine (pictured), cable software architect at Comcast Corp.
Fine spoke with Jeff Frick, host of theCUBE, SiliconANGLE Media’s mobile livestreaming studio, during the Comcast CX Innovation Day event at the Comcast Silicon Valley Innovation Center in Sunnyvale, California. They discussed how companies can use voice and chat data to improve products and services (see the full interview with transcript here). (* Disclosure below.)
Voice data tells it like it is
Fine learned the power of voice firsthand through his engineering work at Comcast. When it developed its Voice Remote, it was like putting a set of ears in every customers’ living room. The company now takes in a billion voice commands a month.
“If a user sits in front of a traditional web application or mobile application and has trouble finding what they want to do — they can’t figure out what button to press, what screen to go to — you have no idea,” Fine said. A voice feature allows users to explain their problem or make a request in specific terms, on the spot. This gives Comcast the best possible feedback pipeline, Fine explained.
“We can mine those voice commands and find the popular ones that we don’t, at that point, have implemented. And if we can iterate on that cycle fast enough, we can quickly introduce new voice commands that our users are literally asking for,” he said.
Comcast is looking to add non-TV use cases for voice — for devices like home security cameras. There is even talk about delivering a sort of “home OS” for all connectable devices, according to Fine.
Here’s the complete video interview, part of SiliconANGLE’s and theCUBE’s coverage of Comcast CX Innovation Day. (* Disclosure: TheCUBE is a paid media partner for the Comcast CX Innovation Day event. Neither Comcast, the sponsor of theCUBE’s event coverage, nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.)
@Comcast @Comcast Business @SiliconANGLE theCUBE
Forgot Password
Almost there!
We just sent you a verification email. Please verify your account to gain access to
Comcast CX Innovation Day 2019. If you don’t think you received an email check your
spam folder.
In order to sign in, enter the email address you used to registered for the event. Once completed, you will receive an email with a verification link. Open this link to automatically sign into the site.
Register For Comcast CX Innovation Day 2019
Please fill out the information below. You will recieve an email with a verification link confirming your registration. Click the link to automatically sign into the site.
You’re almost there!
We just sent you a verification email. Please click the verification button in the email. Once your email address is verified, you will have full access to all event content for Comcast CX Innovation Day 2019.
I want my badge and interests to be visible to all attendees.
Checking this box will display your presense on the attendees list, view your profile and allow other attendees to contact you via 1-1 chat. Read the Privacy Policy. At any time, you can choose to disable this preference.
Select your Interests!
add
Upload your photo
Uploading..
OR
Connect via Twitter
Connect via Linkedin
EDIT PASSWORD
Share
Forgot Password
Almost there!
We just sent you a verification email. Please verify your account to gain access to
Comcast CX Innovation Day 2019. If you don’t think you received an email check your
spam folder.
In order to sign in, enter the email address you used to registered for the event. Once completed, you will receive an email with a verification link. Open this link to automatically sign into the site.
Sign in to gain access to Comcast CX Innovation Day 2019
Please sign in with LinkedIn to continue to Comcast CX Innovation Day 2019. Signing in with LinkedIn ensures a professional environment.
Are you sure you want to remove access rights for this user?
Details
Manage Access
email address
Community Invitation
Mike Fine, Comcast | Comcast CX Innovation Day 2019
Mike Fine, Cable Software Architect, Comcast, talks with Jeff Frick at the Comcast Silicon Valley Innovation Center in Sunnyvale, CA.
#CX #Comcast #theCUBE
https://siliconangle.com/2019/11/06/heres-why-a-voice-feature-is-the-best-market-research-tool-comcastinnovation/
Here’s why a voice feature is the best market-research tool
Imagine trying to satisfy diverse customers via a traditional call-routing system. How many options can a company provide a caller before he or she becomes impatient? How many callers will select an ill-suited option and reach someone untrained in a particular issue?
This old, paint-by-numbers model contrasts with how companies now use voice and chat to understand and serve customers. These exchanges not only allow customers to relate problems in their own language; they give companies a giant focus group and data set whose insights they can pour into the next release.
“It’s an experience where users are telling you exactly what they want to do,” said Mike Fine (pictured), cable software architect at Comcast Corp.
Fine spoke with Jeff Frick, host of theCUBE, SiliconANGLE Media’s mobile livestreaming studio, during the Comcast CX Innovation Day event at the Comcast Silicon Valley Innovation Center in Sunnyvale, California. They discussed how companies can use voice and chat data to improve products and services (see the full interview with transcript here). (* Disclosure below.)
Voice data tells it like it is
Fine learned the power of voice firsthand through his engineering work at Comcast. When it developed its Voice Remote, it was like putting a set of ears in every customers’ living room. The company now takes in a billion voice commands a month.
“If a user sits in front of a traditional web application or mobile application and has trouble finding what they want to do — they can’t figure out what button to press, what screen to go to — you have no idea,” Fine said. A voice feature allows users to explain their problem or make a request in specific terms, on the spot. This gives Comcast the best possible feedback pipeline, Fine explained.
“We can mine those voice commands and find the popular ones that we don’t, at that point, have implemented. And if we can iterate on that cycle fast enough, we can quickly introduce new voice commands that our users are literally asking for,” he said.
Comcast is looking to add non-TV use cases for voice — for devices like home security cameras. There is even talk about delivering a sort of “home OS” for all connectable devices, according to Fine.
Here’s the complete video interview, part of SiliconANGLE’s and theCUBE’s coverage of Comcast CX Innovation Day. (* Disclosure: TheCUBE is a paid media partner for the Comcast CX Innovation Day event. Neither Comcast, the sponsor of theCUBE’s event coverage, nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.)
@Comcast @Comcast Business @SiliconANGLE theCUBE
