“ AI in partnership with an ASG can intuitively recommend and drive new dynamic services .” - Jason Walls , Broadband Forum
prpl ’ s Bensaid . “ AI is a powerful tool for personalising recommendations , allowing businesses to tailor content and offerings based on an individual ’ s specific interests to enhance customer satisfaction . By analysing customer data , AI can make accurate predictions and deliver hyper-personalised services to engage users on a more personal level . This helps foster stronger relationships between business and consumer and support overall business growth .”
“ With AI , and more largely , the development of LLM ( Large Language Model ) AI technology , customisation has never been so obvious ,” asserts David Souhami , product marketing director , innovation , SoftAtHome . “ Search technologies will be enriched with a hyper-personalised service . Combined with voice , results and answers
will be more accurate , moving into a chatting experience with more consumer engagement . AI will also help develop specialised chatbots executed from the CPE , creating a more interactive experience between the user and the CPE to help personalise content selection . Lastly , because CPE is at home , running the algorithm securely directly on the CPE will increase data privacy .”
“ Homeowners can seamlessly benefit from optimisation suggested by AI-enabled services ,” says Vantiva ’ s Ferré . “ When a specific context is met , AI can suggest the best routines or solutions to address that context . Generative AI can help explain what is happening and / or interact with the user . The home is not a device to optimise , it is an ecosystem with people and objects , and those people have motivations , desires , feelings , and fears .
Generative AI can facilitate the proper interaction and interface between all the parts of the ecosystem , especially the human ones .” QUALITY . As to the role AI could play in enhancing service quality within the home and proactively maintaining service quality , Walls suggests that learning models have the potential to make networks optimise themselves for specific applications exactly when needed and for as long as necessary . “ The opposite holds true too : it can reduce the need for bandwidth and network power when not in use . Learning applications also hold great benefits for ‘ Quality Attenuation ’ models ( or QED - Quality of Experience Delivered ) that optimise specific parts of an operator ’ s network and find where underlying bottlenecks arise .”
“ Starting with Device ID and Service / App ID , and then determining how best to map QoS elements of Wi-Fi , Access Network and Core Network to service the latency and jitter parameters of delivering this service optimally to the consumer ,” offers Cheevers . “ We are starting to create recognised tagging to prioritise low latency services . With the introduction of the L4S scheme to ensure that hop to hop , we can track that this latency contract can be observed and we are moving in the right direction .”
“ While AI can analyse home network performance and service quality , most current home network systems already incorporate built-in capabilities for proper quality of service ,” notes Hendricks . “ The primary issue affecting service quality is often poor Wi-Fi coverage within the home , leading to wireless connectivity loss . In such cases , no AI can resolve the issue . It is crucial for homeowners to invest in Wi-Fi mesh networks to address coverage problems and ensure optimal service quality .” OPTIMISATION . “ AI-enhanced CPE will move beyond home network optimisation to proactively identifying and predicting failures ,” forecasts Cottam . “ Fault fixing is set to become an increasing headache for householders as more objects become smart and connected , so the smooth running of the household network is a major value add . Cox Communications already uses ML to accurately ( 99.3 per cent ) predict which CPE is about to fail , enabling them to reach out to customers and schedule replacements before the equipment fails .”
“ AI proactively maintains and optimises various aspects of the user experience ; it can predict and prevent potential issues , diagnose problems efficiently and provide personalised support through alerts and notifications ,” says Bensaid . “ It continually learns and improves to offer greater service quality , reduce
downtime , and improve customer satisfaction . By delivering tailored and user-centric services , AI can surpass traditional approaches
“ It ’ s essential that operators are clear about how AI will benefit customers .” – Teresa Cottam , Omnisperience
to service quality and provide a more seamless and satisfying home experience ,” he suggests , adding that standardisation for home devices and systems fosters innovation and facilitates collaboration amongst industry stakeholders . “ As a result , the adoption of AI technologies can be accelerated , with a common framework designed to empower service providers in leveraging AI more effectively . This leads to vastly improved service quality .”
“ AI will greatly impact service quality within the home at every step of the experience improvement cycle ,” states Quentin Lebeau , product marketing manager , data intelligence solutions for telcos , SoftAtHome . “ We know that networks are everevolving with new devices and services . Indeed , AI will
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