About three months ago Verizon began offering an automated self help tool for subscribers of FiOS internet service. The tool allows users to easily set up new computers and manage their computer’s security, along with getting help for any problems they may behaving.

The self help tool is suppose to eliminate the need for calling customer service. Users seem to like using the tool. “Customers want efficient and effective help, but getting it over the phone from a live agent can take time. Because the In-Home Agent works with Verizon’s network and service support systems, customers can quickly get help with setup and other issues.” stated Bill Foshay, senior vice president of regional operations .

“A majority of FiOS customers would much rather quickly fix a problem themselves than wait to speak to a customer service representative.” stated Bruce McGregor, senior analyst of digital home services for the research firm Current Analysis.

Verizon plans on launching a similar tool for their high speed DSL service very soon. They also plan on regular updates for the tool.

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