Left hand, right hand meet.
In what appears to be an automated response, HBO Max’s customer-support account on Twitter actively reached out to the main @hbomax handle on Sunday night to ask if she had technical access to watch the premiere of “House of the Dragon.” Help is needed.
The @hbomax account posted about an hour after the “Game of Thrones” prequel series premiered at 9 p.m. ET. tweeted“The only thing that could have broken the House of the Dragon was himself. #HOTD”
Less than half an hour later, @HBOMaxHelp replied with a polite, clearly canned question: “Hello, we want to help. Can you please tell us what device you’re using?” (The tweet has since been deleted, but you can view it below.)
The meta exchange occurred as a relatively small number of HBO Max users reported problems accessing the streamer on Sunday night. As of Sunday evening, 3,784 people reported having problems with HBO Max, according to service-monitoring site Downdetector.
HBO Max said in a statement Sunday that a “small portion” of customers using Amazon’s Fire TV devices had trouble accessing the service and that it was working to resolve the issues. “‘House of the Dragon’ is being watched successfully by millions of HBO Max subscribers this evening,” an HBO Max statement said.
What may have prompted @HBOMaxHelp to actually ask, on one’s own If it needs help? In this case, the system powering @HBOMaxHelp was automatically scanning for tweets referencing “House of the Dragon,” along with keywords indicating a technical crisis — in this case , “Down.”
The metadata in @HBOMaxHelp’s tweet indicates that the service uses software from Sprinklr, a provider of “integrated customer experience management” tools, to monitor and respond to user requests.
Two weeks ago, Warner Bros. Discovery announced that it had completed a month-long process to update the HBO Max app across all platforms with a “more performant tech stack” as well as enhanced design and navigation features. . Starting in the summer of 2023 in the US, WBD plans to launch a merged HBO Max/Discovery+ streaming platform that combines the features and content of both services.
Pictured above: Matt Smith as Damon Targaryen in HBO’s “House of the Dragon”
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