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MCTV and DeviceBits Launch Artificial Intelligence Customer Service Platform
Massillon, Ohio – June 28, 2018 – MCTV, a leading Internet, TV and Phone provider in Ohio’s Stark and Wayne counties, announced it has joined forces with leading artificial intelligence (AI) software company, DeviceBits to expand its online customer service support and enhance user experience.
DeviceBits’ Academy is a digital self-learning knowledge center that uses AI to guide users through a mixed media, self-support journey that includes articles and tutorials in a variety of formats to provide optimal technology solutions.
“In an everchanging world of technology advances, we want to provide our customers with the best customer experience possible,” said Bob Gessner, president of MCTV. “Our consumers are accustomed to seeking answers to questions regarding all aspects of their lives by going online. With the DeviceBits enhanced support online capabilities, we now offer an optimal automation experience to give customers the results they want, where they want.”
“We’re pleased MCTV will dramatically change the way they offer customer support,” said JC Ramey, CEO of DeviceBits. “This is a great opportunity for two Ohio based companies to work together to create a new standard of excellence in digital customer support for the industry.”
MCTV will also leverage the DeviceBits’ CareAssist platform in the call center to provide call center representatives real-time suggestions to resolve caller questions effectively and efficiently. The combination of Academy and CareAssist offers a comprehensive experience that eliminates the repetitive nature of finding solutions online and with a call center representative. The platform allows customer service representatives the ability to fully see and understand the entire customer journey, including self-support attempts.
For more information, visit www.MCTVOhio.com/supportcenter or contact MCTV at 330-833-4134 in Stark County and 330-345-8114 in Wayne County.
MCTV “goes the extra smile” for its customers, adding high-touch service to high-tech telecommunications. Since 1965, MCTV’s 165+ local employees have been serving their neighbors with a full complement of advanced broadband products for home and business including High-Speed Internet, digital TV, Phone, television advertising, dedicated fiber optic connections and security systems. More than 50,000 homes and businesses in Stark, Wayne, Summit, Holmes and Tuscarawas counties rely on MCTV for their telecommunications needs.
DeviceBits delivers an AI powered software-as-a-service platform to enable consumer Self Service and agent assisted destinations across all digital channels. Our mission is to change how customers buy and receive support for through AI and machine learning, leveraging the vast amount of data available in their knowledge based systems and online. With this approach, we can predict consumer behavior and adapt the customer service destinations. For more information visit www.DeviceBits.com.