Magazine article CRM Magazine

AT&T Turns to Video to Cut Call Volume: Videos Explain Bills to Customers So Call Center Agents Don't Have To

Magazine article CRM Magazine

AT&T Turns to Video to Cut Call Volume: Videos Explain Bills to Customers So Call Center Agents Don't Have To

Article excerpt

AT&T has rolled out a service that provides new customers of its U-verse TV, Voice, and Internet triple-play service with personalized video explanations of their bills. The video bills, using SmartVideo technology from SundaySky, are automatically generated, customized videos with computer animation and voice narration that explain all of the elements of monthly bills.

The bills are sent to new customers for the first two months after signing up for the service and to customers who request a change or upgrade in service that could affect their monthly charges. Customers can access the videos through links sent to them via email or through their online accounts. Each bill is dynamically generated once the customer clicks on the link provided.

The video bill serves as a line-by-line visual and audio tour of each user's individual bill. Via scripted segments and text-to-speech technology, the video addresses the user by name and goes into specific details about his account, usage, purchase history, and promotional offers. Only the most recent account status, offerings, pricing, and deals are featured. If, for example, a bill was paid one minute prior to watching the video, account information within the video would reflect that.

"All of the customer account profiles, rates, and services that he gets billed for are programmed into the video bill," explains Deno Hairston, director of channel marketing at AT&T. "There are creative templates that we worked with SundaySky to create, and the technology brings all those things together to generate the video bill."

SundaySky has a number of security processes to protect personal and account-related information. All data is encrypted, used only for video generation, and then deleted immediately after the customer watches the video.

"The goal is to make your bill easier to understand so you can spend less time squinting over paperwork and more time enjoying your U-verse services," John Donovan, chief technology officer at AT&T, said in a statement. …

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