Notes

Customizing the Conversation Introduction

Customer I'm so happy to have a person. I've been trying to get this fixed for days
Agent Yes. I am a person! 😀
Customer me too!
Agent Ok. I’m into your account now. By the way, I see that you recently signed up for new services with us at this address. I just wanted to take a moment to thank you for that. We appreciate it!
Customer its the best internet around :) we didn't realize the streaming service couldn't get local channels
Customer gotta add that so I can watch jeopardy :)
Agent Oh, of course! I'm taking a look right now at packages/pricing so I can get you a quote. Is there any other programming that you were wanting other than the local channels?
Customer we can get most everything by streaming...but some sports, golf tournaments, football, local news...that kind of thing is what we need to add
Agent I see. Ok. I'm reviewing now. Please bear with me a couple more minutes.
Customer ok
Agent Oh, another question. How many cable boxes would you be wanting?
Customer hm. what is the cost difference in 1 or 2?
Agent The boxes themselves are $5 apiece. And then I'm still working to get you the rate for the package.
Customer ok for $5, we can have two.
Customer I'm here :)
Agent Glenn, I’m sorry about the wait. I’m still working on this. Please bear with me just a little bit longer and thanks again for your patience!
Customer my pleasure. happy to have help
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Agent How can I help you today?
Customer Where did this bill come from?
Agent Let me check your account details to see your billing details. Please provide your first and last name.
Customer I was told to disconnect before the 4th so I won’t accumulate a bill. "NAME HIDDEN"
Agent Please do not worry, I will check that for you.
Agent I have the numbers of your street address as “145, is this the account you’re chatting in about?
Customer Yes
Agent Perfect!
Agent I can see that the bill you have doesn't reflect the adjustment after the disconnection of your account, so you only need to pay $58.32 instead of $207.58. The timing between the disconnect date and the date the bill was sent overlapped - that is the reason you are unable to see the bill updated on your end.
Customer When is that due?
Agent However, please be assured now the amount that's due on your account is the $58.32 only, which is due on 12/24, and going forward monthly bill will be $92.88. I appreciate your patience and cooperation with me.
Customer Now, I wanted to add cable, what is the cheapest you have?
Agent Let me check that for you.
Customer Tax included. Basic if that's the cheapest or promotion.
Agent So you would like to go with basic cable and 100 Mbps speed at $107/month?
Customer Are you sure about the bill? Total $107? After-tax or before?
Agent Yes, let me share the exact amount. $102.74 will be the exact amount after all taxes and fees for 100 Mbps and basic cable.
Customer I’ll take that now, please.
Agent Great! Before submitting your order, I want to spend a few minutes confirming with you that I've accurately captured the services you want. I'll ask you to review the order, and then if it's correct, please approve it. Are you able to receive a text message or email to review right now?
Customer Yes!
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Michelle, you are all set up. You can now download the Xfinity app for free and since you upgraded your Internet service you can manage your devices, WiFi name, and password, and control the kid's Internet usage time. With this level of service, Zoom meetings will be much better, too.
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Scenario 4

In this chat clip example, a NON-Xfinity customer is contacting Xfinity to get set up with Xfinity Internet and informs the agent that they will install it themselves. The customer previously mentioned they watch very little TV, mostly Law & Order so they are not interested in Xfinity TV. Use the chat interaction to best answer the question below.

Agent While working on the account, I would like to share the additional free benefit with your deal that -You can get access to nearly 17 million Xfinity WiFi hotspots nationwide using your Xfinity ID and Password. To check the availability of hotspots in your area by accessing this link: hotspots.wifi.xfinity.com/
Customer Ok, are you going to send me my Xfinity ID and password??
Agent One more thing I would like to confirm. No, I will share the account number and you can create your ID after that.
Agent Also, you can add Xfinity Flex 4K free streaming device with a voice remote, which gives you access to Peacock Premium. It cost $4.99/mo, and you can watch classical series like Law & Order. Flex also features live sporting events like the Premier League and the 2021 Olympics.
Customer Yes, add it!
Agent Thank you. I'm almost done. Your patience is appreciated.
Customer Ok thank you
Agent Welcome.
Customer And one more question, I don’t have to pay today, everything is going to be on the first bill?
Agent Xfinity My Account app allows you to easily gain access to self-help information and troubleshooting steps on your Apple and Android mobile devices. You can also view and pay your bills and manage services easily on the app
Agent Yes, everything will be reflected on the first bill.
Customer Ok
The a