Without the revealing details: a call comes in from a customer that hung up on another agent. The caller complains about the previous agent’s accent, but the caller has their own, stronger, regional/cultural accent. The caller is trying to get a different resolution to a correct diagnosis and solution. REALLY?!
Comcast, about the only thing they’ve got going from them is speed. I swear they’ve actually managed to hire people to their call centers that are less capable than automated voice reception systems. When I call in, the automated system can automatically figure my account with just Caller ID and authenticates with just the last 4 of my social. Then, once I finally get through to a “human”, they want my name, address and, last 4 of my social, again. It’s a pretty sad state of affairs in the Turing Test world when the humans are obvious because of the staggering level of stupid.