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市場調查報告書

更智慧的有線客戶體驗的人工智能 (AI)的利用:帳務系統,客戶管理,資料分析管理,網路管理解決方案,服務保證及效能

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

出版商 Omdia | Tractica 商品編碼 780392
出版日期 內容資訊 英文 17 Pages; 3 Tables, Charts & Figures
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價格
更智慧的有線客戶體驗的人工智能 (AI)的利用:帳務系統,客戶管理,資料分析管理,網路管理解決方案,服務保證及效能 Using Artificial Intelligence for a Smarter Cable Customer Experience: Billing Systems, Customer Management, Data Analytics Management, Network Management Solutions, Service Assurance and Performance
出版日期: 2019年01月29日內容資訊: 英文 17 Pages; 3 Tables, Charts & Figures
簡介

本報告提供改善有線客戶體驗的人工智能 (AI)的使用的課題與展望的相關調查,對應客戶體驗的產業配合措施,近幾年的有線AI活動,及有對線客戶來說的優點等分析,AI的課題和產業舉措的調查,技術供應商市場概要等。

第1章 摘要整理

第2章 背景

  • 客戶體驗的必需條件
  • Comcast的模式
  • 資料來源

第3章 資料應用

  • 資料使用可能
  • 最近的有線AI活動
  • 為了客戶體驗的優點而實施

第4章 AI的課題、解決方案

  • AI的課題
  • 產業的合作
  • 供應商市場

第5章 結論:變得智慧時

目錄
Product Code: AICAB-19

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

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