Qligent has introduced Foresight as a cloud-based service that uses artificial intelligence (AI), machine learning, and big data to mitigate content distribution issues and help service providers keep customers happy.
Foresight is designed to help broadcasters, MVPDs and OTT service providers understand and correlate factors that contribute to higher audience engagement by providing real-time data analytics based on system performance and user behaviour.
Lang Cooksey, product manager, Qligent, said: “Foresight uses the data you already have in your plant, plus some new data that you can gather from end-user devices, for predictive analysis. It’s vital to understand how network outages and other technical issues cause problems all the way through to the customer, for example. We’re trying to help stop silent sufferers from leaving your service, and predict and prevent customer churn.”
Qligent Foresight aggregates data points from end-user equipment – including set-top boxes, smart TVs, and iOS and Android devices – as well as CDN logs, stream monitoring data, CRMs, support ticketing systems, network monitoring systems and other hardware monitoring systems.
Using scalable cloud processing, its integrated AI and machine learning provide automated data collection, while its deep learning technology mines data from hundreds or thousands of layers of data. Big data technology then correlates and aggregates the data for real-time, cloud-based quality assurance, helping service providers quickly address distribution issues.
Cooksey added that Foresight can produce significant revenue protection for service providers by helping them maintain customer satisfaction and long-term subscriptions. Additionally, Foresight can provide revenue protection by monitoring end-user equipment and without including data from receiving devices. That can help build internal technical support databases.
“We can look into IT asset management systems and say, ‘We noticed that the last time a product like this exceeded its warranty, these specific technical problems were resolved through replacement,’” Cooksey said. “This added level of business intelligence can pay dividends for the content or service provider.”