As part of the company's continuing attempt to shore up its abysmal reputation for poor customer service, Comcast is testing a new technology that will let support agents see your TV screen in real time. According to the Comcast announcement, the company's new "Co-Pilot" technology lets agents see exactly what's happening on your cable TV screen at any time, potentially allowing them to troubleshoot and resolve consumer issues more easily.
Comcast says the technology is currently being tested with over a million users.
Users will need to opt-in to each screen sharing session, providing the support rep a unique screen-sharing access code before the tech can see what you're seeing. Users are then clearly notified when the support screen-mirroring session has ended.
"Co-Pilot is in the trial phase, but so far the feedback has been great," claims Comcast. "It’s been most frequently used to show customers how to use new features on X1. We’re still working on the finishing touches, but plan to make Co-Pilot available to all X1 customers later this year."
With Comcast traditionally on the tail end of most customer satisfaction studies, the company has been making a
concerted effort to improve the end user experience. This has included a new
technician tracking app, as well as the hiring of roughly
5,500 new support representatives.