Just think of the number of apps on your phone, and now imagine one for every OTT service. Sky did a similar thing with Netflix about a year ago too. This is a new area for everyone — AI-driven search will be the key. This is a huge area of investment. So the direction for Pay-TV operators is 1. IOT can help with this by delivering immediate digital home data, coupled with predictive analytics, and acting upon it.
Improving relationships with subscribers includes providing them with the tools to enable them to do things themselves. Instead of sending a field technician, a chatbot can help a customer set up a set-top box, with tests to check and validate.
In case of an issue, a live remote agent on your mobile can remotely see you and your STB, but on another screen has access to your home data and show recommended actions to solve your particular problem remotely. Operators can do this through phone alerts or chatbots — in Oracle DHS, we have messages within the app. As soon as the agent arrives, they will have access to all the information on the digital home — all the data points — as well as recommended fixes so will have the right parts to rectify the problem.
Everyone wins. Taking this one stage further, think about predicting issues. For example, what if a STB product manager could predict when boxes will fail, or do a health scan of all their boxes; is there a batch problem? Everyone wins again. Top of the roadmap is adding smart home services in DHS such as security or thermostat services enabled through the STB.
The home gateway — the STB — would be the best place to target; they very likely trust their local Pay-TV provider more than some mega company on the other side of the planet. For example, Free in France are pioneering home security cameras for 50 euros via their box. Username or E-mail. Necessary cookies are absolutely essential for the website to function properly.
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