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Enhanced "Ask TWC Virtual Assistant" Puts Instant Answers at the Fingertips of Time Warner Cable Customers

Submit any question from any device and get immediate assistance

Release Date: 10/20/2015

New York, NY (October 20, 2015) – Time Warner Cable (TWC) has introduced a new and improved online tool that provides instant feedback to any question a customer may have about their Time Warner Cable service. With the “Ask TWC Virtual Assistant,” customers can use a mobile device or computer to type a question in their own words or choose from a list of common questions and get immediate assistance.

“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 Chief Operating Officer, Residential Services. “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.”

Importantly, he added, the tool not only provides on the spot assistance to the customer, but allows TWC to constantly learn from the type and volume of inquiries as well as the respective resolutions. “We’re able to quickly learn and improve by interacting with the virtual assistant tool and export what we learn to all customer contact points,” Keib said.

The Ask TWC Virtual Assistant is now included as part of the My TWC app and is featured in several areas of the twc.com website, including My Services and several Support pages. In addition to being easier to locate and use, the redesigned tool:

  • Allows customers to type in any question in their own words
  • Provides a list of suggested questions when the search field is engaged to help customers easily locate answers
  • Is now available on smart phones, tablets and desktops

To learn more about the Ask TWC Virtual Assistant and view a short informational video, visit twcableuntangled.com.

The Ask TWC Virtual Assistant is one of several new service features and options recently announced to improve and enhance the customer service experience. For more information about the changes TWC is making for its customers, visit twc.com/service.

About Time Warner Cable

Time Warner Cable Inc. (NYSE:TWC) is among the largest providers of video, high-speed data and voice services in the United States, connecting 15 million customers to entertainment, information and each other. Time Warner Cable Business Class offers data, video and voice services to businesses of all sizes, cell tower backhaul services to wireless carriers and enterprise-class, cloud-enabled hosting, managed applications and services. Time Warner Cable Media, the advertising sales arm of Time Warner Cable, offers national, regional and local companies innovative advertising solutions. More information about the services of Time Warner Cable is available at twc.com, twcbc.com and twcmedia.com.

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