Spectrum Agents Use AI Tools to Strengthen Customer Connection

Spectrum has been using advanced technologies, including artificial intelligence (AI) and machine learning (ML), for the last several years, including using AI-powered tools to enhance the customer experience, provide critical information and resources to employees, and improve the Company’s ability to execute on a wide range of business initiatives. Those efforts will continue to expand, with additional technological developments becoming available to agents and field technicians in 2026.

In an increasingly automated world, Spectrum is using its proprietary AI systems to make the customer experience more human – not less – with tools to support frontline agents, letting them focus on authentic communications with the customer. For example, employees can use automated notetaking and AI-powered knowledge search tools to stay present and have a real, genuine conversation with customers, instead of manually having to handle those tasks at the same time.

“For me, it’s all about making each customer interaction a true conversation – ask how they’re doing, how their day is going – and with the help of our AI call summary tool, Summary AI, I feel like I can really take the time to do that,” said Adam Funderburk, a Customer Service Tech Support Rep. “This isn't a transactional situation. I am here to really dig into the core of the issue, and I feel like the best way to do that is to make it a conversation.”  

“We are using AI in our call centers to improve all aspects of communication with the customer,” said Vikram Nangia, SVP, Digital & Credit Services. “For example, when a customer calls today, after the call is over, our AI tools summarize the call that then provides the next agent who may assist the customer with a complete history of their prior interaction.”  

Spectrum’s implementation of AI tools for its customer-facing employees – part of the Company’s overarching strategy to invest in its employees’ career and ability to better do their job – has yielded tangible results. With automatically generated notes, customer service representatives and technicians who have subsequent interactions have the information they need right at their fingertips. They receive an informative, uniform and actionable call summary, seamlessly picking up where the initial agent left off. Not only does this improve the efficiency with which employees can perform their jobs, it also allows the agents to participate in more detailed conversations with the customers.