Automatically detect and resolve CPE problems

Self-Healing CPE

Resolve STB, RG and access network issues automatically using machine learning technology without human intervention. Measure success rates of self-healing actions and analyze targeted devices to understand root causes.

Problem Statement

• Costly calls to help desk end up being resolved by simple remote actions.

• Customer satisfaction is impaired by problems even if the customer is able to resolve themselves.

• CSP resources tied up applying predictable and repeatable actions to resolve problems.

Capabilities Summary

• Signature Filters
  Machine learning algorithms identify CPE with problems and remote fix likely to resolve.

• Self-Healing Connector
  Integrates with OSS APIs to issue remote fixes to CPE.
  

• QoE Dashboard
  Measures success rate of self-healing actions.

Benefits

Lower OPEX through call deflection

• Proactive resolution of issues reduce the likelihood a customer will report a problem or even notice it.

• Less calls to help desk reduce the likelihood to dispatch.

• Less dispatches result in reduced no-trouble-found swaps.

Improve Customer Experience

• Proactive resolution of issues means the service is more likely to work as expected when the customer uses it.

• Remove the need for customers to ‘tinker’ with the service for it to work.