If you call Verizon FiOS and try to cancel or downgrade your TV package, you might find that the FiOS rep knows almost as much about your TV viewing habits as you do.
Verizon’s Rep Guidance software tells Verizon representatives what channels you watch to help them make a more effective sales pitch. The system, which also shows them how much Internet data you use and which pieces of TV equipment you use most, was detailed by a Verizon executive in a public presentation hosted by Data Driven NYC. A Quartz reporter wrote about the presentation yesterday.
Verizon “is now closely tracking exactly what you watch, what devices you use, and how much data you consume,” Quartz wrote. “It knows whether your household spars over DVR conflicts and how many hours your kids spend binge-watching shows on HBO. What’s more, the company is listening in on phone calls to customer service in real time, with supervisors poised to jump at the moment they sense a fight brewing or hear trigger words from an unhappy customer, such as ‘switching to Time Warner Cable.'”