Why ISP Customer Care Needs to Be Proactive and Context-Aware

4 Mins read

We aren’t talking about political correctness. We mean a new capability that enables ISPs to know ahead of time what their subscribers need for good Quality of Experience. It’s called: Proactive Care. That’s as PC as you can get in the Connected Home industry. Thanks to Veego’s advanced AI technology, ISPs can determine how to deliver personalized superior care to each subscriber home. 

All users want a stable, fast, problem-free internet Quality of Experience (QoE). Whenever any situation occurs that could potentially degrade the QoE, whether the cause is within the home (connected device, WiFi, router) or beyond (last-mile, internet at-large, cloud-service), Veego automatically detects it, determines and pinpoints the root cause and helps resolve it in one of three ways:

(1) Auto-Fix. Whenever possible, Veego applies autonomous fixes. For example, Veego can move a session to a different WiFi channel or band to relieve conflict or interference. Often, these types of problems can be addressed even before the user notices them. 

(2) Self Care. When the problem cannot be fixed automatically, but Veego determines that the user can remedy it herself, the smart software can issue specific, easy-to-follow steps to get the internet session back on track. Let’s say a software problem within a certain device is wreaking havoc on the QoE and Veego discovers that a software upgrade for that device is available. The user receives a few simple instructions to download the new version that makes the problem go away. Instructions can be communicated via smart app, on-screen, SMS or other channel of choice. 

Another example: Veego notices a gaming problem that is due to an overload on the gaming server in another country. Self-Care informs the gamer so that he doesn’t call the ISP for technical support that cannot help him anyway. 

(3) CSR Intervention. The two problem-resolution methods mentioned above deflect numerous technical support calls from the ISP Customer Care Center. But, sometimes, the only way to respond to a problem is to get a Customer Service Rep (CSR) involved. Here, Veego also boosts efficiency and subscriber satisfaction. Providing its complete analysis along with smart, actionable recommendations, Veego enables the responding CSR to quickly determine the best course of remediation. That long-winded technical support session between unhappy subscriber and unfamiliar CSR turns into a positive experience with the arrival of a quick, effective solution that cures the problem and pleases the subscriber. 

Each type of response – auto-fix, self-care, and CSR intervention – is undertaken in accordance with the urgency and type of situation as determined by Veego along with ISP policies and preferences.

But Proactive Care isn’t limited to fixing problems. As its name implies, ISPs can also use it to recognize the factors leading to subscriber dissatisfaction before it  happens and, in so doing, boost retention. For example, ISPs can accurately measure how current network conditions are actually impacting each user in the home. They can make network and policy changes and compare the effects per home, groups of homes, geographies, types of services and a lot more. ISPs can know when they are improving Customer Experience (CX), by how much, and for whom. 

Veego Proactive Care contributes to constant service improvements. For example, ISPs can use Veego’s data to isolate the bottom 5% of connected homes (in terms of QoE) and concentrate on boosting their QoE scores remotely. No need to wait for the subscriber to complain. People who see their internet service improving are not likely to churn.

Proactive Care also makes a big contribution to enhanced subscriber engagement. People appreciate a timely, useful status report or a message that lets them know how their service is improving. ISPs are able to contact any number or group of subscribers via their channel of choice.

With Proactive Care, subscribers feel taken care of by their ever-vigilant ISP, and they become loyal to the brand.

The Technology Behind the Value

The Veego Agent residing in the home router automatically discovers all the devices in the home that are connected to the internet. Whenever any of those devices starts up a service, the Agent notices and classifies it according to its service type – browsing, video conferencing, movie/audio streaming, gaming, etc.

The Artificial Intelligence in the Veego Agent is smart. So smart, in fact, that it can score the Quality of Experience of each and every service according to the connectivity needs of that device and service type. We call that “context awareness”. The uniquely context-aware Veego Agent, knows that what constitutes a good gaming experience is not necessarily important to music streaming. Low resolution on a smartphone isn’t as critical as low resolution on a 65” TV. 

You Win by Scoring

The Veego Agent continuously scores every internet session in the context of its device and service type and records it in the cloud. Accessing this data, ISPs are able to quickly look across the landscape of their subscriber base to see how well users are experiencing their internet. They can spot gamers and offer them a super gaming package. They can notice devices having certain coverage problems and offer an extender or mesh network that will make those problems disappear. They can segment their subscribers any way they like.

Getting Ahead of the Curve

People are spending far more time at home on the internet, acquiring more connected devices, and consuming more services. The Coronavirus pandemic might have accelerated this trend, but we have been riding this wave for a long time. We aren’t going back.

Until now, ISPs have been applying Customer Care in a reactive mode, unaware of the CX of their vast subscriber base. With the surge in home internet use, they are being overwhelmed with support issues, many of which they cannot solve with any efficiency or precision. 

Now, ISPs can fully understand the QoE of each and every subscriber and become proactive in their approach to Customer Care.  They can be PC, too!

You May Also Like:

Skip to content