ISPs say there’s no need for new customer service rules; everything is great

Trade associations progressive successful US broadband and wireless work opportunity title forces them to person bully customer service, which whitethorn beryllium news to galore customers. The comments are successful consequence to the FCC’s October enquiry reviewing the quality of net and telephone providers’ customer support.

Ars Technica quotes a filing from NCTA – The Internet & Television Association, which says that successful bid to “attract and clasp customers, NCTA’s cablegram usability members continuously strive to guarantee that the customer support they supply is effective and user-friendly.”

USTelecom, which has AT&T, Verizon, Frontier, and SpaceX among its members, says customers already get “high-quality customer service” because of the “competitive broadband market.”

USTelecom is besides precocious connected the “promise” of AI improving customer work triaging and routing issues:

Groups advocating for accessibility for those pinch disabilities cautioned against relying connected AI excessively overmuch in a filing noted by Ars, writing, “...we do not judge they are afloat tin of replicating the nuanced connection acquisition provided by unrecorded agents, peculiarly for analyzable inquiries aliases those requiring taste and linguistic sensitivity.”

According to a filing from ACA Connects, which mostly represents smaller, much agrarian communications providers, those companies are incentivized to springiness bully work by the costs of building and operating networks. They declare it makes “members and different broadband and cablegram providers strive to motion up each family they walk and clasp each and each one.”

The CTIA (which represents AT&T, T-Mobile, Verizon, and others successful wireless) insists successful its comments that customers are “well-informed and empowered” to prime wireless services and “switch providers arsenic their preferences evolve.”