Our Take:

Comcast has been focusing on enhancing its customer service tools for subscribers of late, and this time it’s introducing the “co-pilot,” a way for service operatives to see the TV screen of the person they are helping solve a problem. The idea is to let operatives navigate through a subscriber’s features and walk them through the services available. In a sense this is what computer technicians have been doing for years, by taking over computer screens, but it hasn’t always been for the purposes of learning how to navigate a screen. The new service could improve Comcast’s current less-than-stellar reputation for customer service. The MSO has been at it for a while, with recent moves like tripling its customer service team back in March.

How difficult is it to describe something happening on your TV that only you can see? When a customer calls us with a question, words can get in the way. A description of the problem or an explanation of the solution can literally get lost in translation.

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Sohn Grilled on Potential Biases in Nomination Hearing

Gigi Sohn has been celebrated by her supporters as an advocate for free speech, but some Senate Commerce Republicans are skeptical that she would act as one should she be confirmed as the fifth and final FCC commissioner.

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