Optimizing Video Customer Experience with Machine Learning (2019)

By Mariela Fiorenzo, Claudio Righetti, María Cecilia Raggio, Fernando Ochoa & Gabriel Carro, Telecom Argentina S.A.

In the recent years Artificial Intelligence (AI) and Machine Learning (ML) are transforming our industry in many different areas. The main application of AI in the telecommunications industry is in the network management area. But there are also multiple initiatives to improve customer experience using AI and ML. But, do we really need ML to do this? In this paper we give this answer and an approach of some technical challenges we are facing in order to optimize the customer experience on video. We have two main objectives: First, to optimize some statistical model and ML techniques that already exist and second, to use them to equalize the video quality of the different video platforms that we have at our Company.

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