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Market Research Report

Using Artificial Intelligence for a Smarter Cable Customer Experience: Billing Systems, Customer Management, Data Analytics Management, Network Management Solutions, Service Assurance and Performance

Published by Tractica Product code 780392
Published Content info 17 Pages; 3 Tables, Charts & Figures
Delivery time: 1-2 business days
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Using Artificial Intelligence for a Smarter Cable Customer Experience: Billing Systems, Customer Management, Data Analytics Management, Network Management Solutions, Service Assurance and Performance
Published: January 29, 2019 Content info: 17 Pages; 3 Tables, Charts & Figures
Description

Your on-demand movie service makes a movie recommendation that is not even close to the type of film you like. You keep seeing online ads for a product you already purchased months ago. Your voice-controlled smart speaker does not understand your accent. Chatbots cannot find the right answer to your service question. You find yourself screaming into your phone, "Speak to a representative!"

These all-too-common maladies of modern technology persist as companies seek to mine their Big Data and apply artificial intelligence (AI) to make our lives better. Like many companies, cable providers are exploring ways to use AI as part of an overall goal of improving customer experience (CX), an industry imperative as pay TV subscriptions decline and consumer perceptions of cable companies remain low. Cable providers are mining their Big Data and using data-based disciplines to improve network performance, resolve service issues, and manage customer care, with the greater goal of automating these operations through AI. But efforts to apply AI more extensively are being limited by the challenges of implementing AI itself.

This Tractica report discusses the challenges and prospects of using AI to improve cable CX. The study covers the industry's efforts to address CX, cable data sources, recent cable AI activity, and benefits for cable customers. It also examines AI challenges and industry initiatives and provides an overview of the tech supplier market.

Supplier Categories

  • Billing systems
  • Customer management and OSS/BSS
  • Data analytics management and IT
  • Network management solutions
  • Service assurance and Performance

Technologies

  • Machine learning
  • Deep learning
  • Computer vision
  • Natural language processing
  • Machine reasoning
  • Strong AI
Table of Contents
Product Code: AICAB-19

Table of Contents

1. Executive Summary

2. Background

  • 2.1. The Customer Experience Imperative
  • 2.2. The Comcast Model
  • 2.3. Data Sources

3. Data Applications

  • 3.1. Data Becomes Actionable
  • 3.2. Recent Cable AI Activity
  • 3.3. Implementation for Customer Experience Benefits

4. AI Challenges and Solutions

  • 4.1. AI Challenges
  • 4.2. Industry Cooperation
  • 4.3. The Supplier Market

5. Conclusion: Time to Get Smart

Tables

  • Data Sources for Cable Operations
  • Data Algorithms & Application
  • Key Data Suppliers Serving U.S. Cable Providers
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