VALDOSTA –  The broadband and telecommunications industry presented Mediacom Communications with a top technology award based on the company’s creation and implementation of “Molli,” a virtual assistant that uses artificial intelligence to augment customer service.

The Cablefax Technology Awards annually recognize the best new innovations across a range of digital technologies, and Mediacom’s Molli was named the 2019 winner in the category of artificial intelligence and machine learning, according to cable company representatives. 

Mediacom is believed to be the first telecommunication company to create an AI-based system fully integrated with customer service functions. Customers interact with the virtual assistant via SMS text.

Molli has quickly become a popular application as Mediacom customers use the digital tool for a wide range of support topics such as managing appointments, conducting billing transactions, troubleshooting services and checking data usage levels, company representatives said. 

Molli can connect customers to Mediacom employees by scheduling a callback or bringing a customer-care representative into the SMS conversation, they said. Molli became widely available to Mediacom customers earlier this year.