Newsletters
News & Information for Technology Purchasers NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
This ad will display for the next 20 seconds. Please click for more information, or scroll down to pass the ad, or Close Ad.
Home Enterprise I.T. Cloud Computing Applications Hardware More Topics...
Eliminate costly downtime!
Find out how with Free White Paper
& enter to win a Samsung Galaxy Note

www.apc.com
Tech Trends
24/7/365 Network Uptime
Average Rating:
Rate this article:  
AT&T Uses On-the-Fly Personalized Videos for Customer Service
AT&T Uses On-the-Fly Personalized Videos for Customer Service

By Barry Levine
August 7, 2012 11:20AM

    Bookmark and Share
AT&T's U-verse customer service videos assemble themselves on-the-fly from pre-built backgrounds, music and pre-recorded audio segments, merged with the user's specific data on a pre-built video template. The viewed video addresses the customer by name, notes recent AT&T U-verse account activity, and discusses the most relevant billing subjects.
 



You log into AT&T's Web site with a question about pro-rated charges on your U-verse bill. But, instead of having to hunt for the information or call the contact center, you view a personalized video about the subject.

That vision of media-based answers customized for you has been taking place at AT&T since April for customers who view their bill online. The telecommunications giant said it has reduced the number and length of contact-center calls because of the videos, which are created by SundaySky in New York City.

Customer Types

The videos assemble themselves on-the-fly from pre-built backgrounds, music and pre-recorded audio segments, merged with the user's specific data on a pre-built video template. The viewed video addresses the customer by name, notes recent account activity, and discusses the most relevant billing subjects.

The service, which is delivered to new customers and those who have recently changed their service, has proven to be so popular that AT&T said it is considering extending it to wireless subscribers -- and, eventually, to TVs connected to AT&T's U-verse.

Deno Harrison, AT&T director of digital experience marketing, told news media that, before launching the videos, the company did a "pretty detailed and in-depth analysis of our different customer types," and then conducted an analysis of the kinds of calls received from those customer types. Those questions were then referenced to specific answers that the videos could provide.

Subjects include the status of a payment, when a given bill is due, how much the subscriber owes, and why the payment due is different from what the subscriber believes is due.

'Wean Us Off from Humans'

The video is offered to the customer online during the first two monthly billing cycles, when a service change has recently occurred, or at log-in on the AT&T Web site. At viewing, data is delivered from the billing system about that customer, and is used to generate video graphics depicting the same information.

A tree structure presents the material in an order that makes sense. According to AT&T, 90 percent of customers who take a survey at the end of the video say that it is providing the information they need.

On its Web site, SundaySky said its platform generates "hundreds of thousands of SmartVideos daily that attract traffic, retarget prospects, convert prospects to customers, support customers and enhance customer relationships." In addition to AT&T, SundaySky clients include Office Depot, AOL and Tiger Direct.

Laura DiDio, an analyst with industry research firm Information Technology Intelligence Consulting, said that more of these kinds of customized, on-the-fly media responses to customer inquiries "are definitely coming in the future."

She added that, increasingly, "companies are trying to wean us off from humans" in their customer service operations. But DiDio raised questions about the security of the customer's data being used by third party companies like SundaySky, and she said it "remains to be seen" if customers are actually satisfied by this kind of service.
 

Tell Us What You Think
Comment:

Name:



Salesforce.com is the market and technology leader in Software-as-a-Service. Its award-winning CRM solution helps 82,400 customers worldwide manage and share business information over the Internet. Experience CRM success. Click here for a FREE 30-day trial.


 Tech Trends
1.   Google Grabs Droid-Maker
2.   Tech Stocks: From Giddy to Glum
3.   1 in 5 Say They've Had Data Stolen
4.   Bezos Talks Grocery Delivery, Drones
5.   Drop in Global PC Shipments Slows


advertisement
A $200 'Micro' 3D Printer Earns Big
Kickstarter-funded, it could help biz.
Average Rating:
Google Grabs Droid-Maker
Could help bring Internet to the masses.
Average Rating:
Tech Stocks: From Giddy to Glum
Still, optimists expect a quick rebound.
Average Rating:
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
How To Beat the Heartbleed Bug
Heartbleed headlines continue as IT admins scramble for answers no one has. Early reports of stolen personal data, including 900 social insurance numbers in Canada, are starting to trickle in.
 
After Heartbleed, OpenSSL Calls for More Support
The president of the OpenSSL Foundation says more support is needed from companies and governments that use its software so that it can better spot and fix flawed pieces of code such as Heartbleed.
 
NSC Backs Disclosing Software Vulnerabilities
Disclosing vulnerabilities in commercial and open source software is in the national interest and shouldn't be withheld unless there is a clear need, says the National Security Council.
 

Enterprise Hardware Spotlight
Vaio Fit 11A Battery Danger Forces Recall by Sony
Using a Sony Vaio Fit 11A laptop? It's time to send it back to Sony. In fact, Sony is encouraging people to stop using the laptop after several reports of its Panasonic battery overheating.
 
Continued Drop in Global PC Shipments Slows
Worldwide shipments of PCs fell during the first three months of the year, but the global slump in PC demand may be easing, with a considerable slowdown from last year's drops.
 
Google Glass Finds a Home in Medical Education, Practice
Google Glass may find its first markets in verticals in which hands-free access to data is a boon. Medicine is among the most prominent of those, as seen in a number of Glass experiments under way.
 

Mobile Technology Spotlight
Zebra Tech Buys Motorola Enterprise for $3.45B
Weeks after Lenovo bought Motorola Mobility’s assets from Google for $2.91 million, Zebra Technologies is throwing down $3.45 billion for Motorola’s Enterprise business in an all-cash deal.
 
CTIA Caves, Volunteers Kill Switch Plan
After bucking against the concept of a smartphone kill switch, the CTIA just announced the “Smartphone Anti-Theft Voluntary Commitment” to thwart smartphone thefts in the U.S.
 
Is Amazon Launching a 3D Smartphone?
Once known for selling books on an e-commerce platform, Amazon is now a bona fide hardware maker -- and it's reportedly rolling out an innovative smartphone with a 3D screen.
 

Navigation
NewsFactor Network
Home/Top News | Enterprise I.T. | Cloud Computing | Applications | Hardware | Mobile Tech | Big Data | Communications
World Wide Web | Network Security | Data Storage | Small Business | Microsoft/Windows | Apple/Mac | Linux/Open Source | Personal Tech
Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters | XML/RSS Feed

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.