What Can Your CPE Tell You? (2019)

By Bryan Kelly, Comcast Cable

As the landscape of “big data” resolves into tangible progress using machine-level (ML) data and artificial intelligence (AI) to proactively optimize the network, service providers using gateways, digital set-tops and related cloud components that are based on the Reference Design Kit (RDK) are reaping beneficial returns. This paper highlights multiple use cases involving RDK-derived data to provide context about, predict and fix problems before they impact customers, recovery with alacrity when problems occur, and apply anomaly detection to resolve “edge cases” and related challenges that occur across mixed cloud environments.

Operators around the globe are making use of machine-level (ML) data, derived from RDK devices, to feed artificial intelligence (AI) engines and algorithms. Those algorithms, in turn, fuel business- and care facing dashboards designed to continuously monitor and proactively address events that impact customers. That machine-level data is increasingly mined from in-home devices, including digital set-top boxes and broadband gateways, and based on the RDK’s open-source software stack inside system-on chip (SoC) silicon, both in set-tops and broadband gateways.

For the past few years, representatives from the RDK community have addressed Cable-Tec Expo audiences, detailing progress in business and technical operations and involving Artificial Intelligence (AI) algorithms fed by RDK-sourced machine data. This year, Comcast, as one of the RDK’s founders, will detail how it developed a customer experience optimization data platform, called Timeline, which builds a continuous and linear view of each interaction a customer has with the company – be it a series of nonscheduled equipment reboots indicating service problems, or an actual call.

This paper describes how the Timeline software platform, developed by Comcast, creates an empathetic and linear view of its customers’ experiences in terms of their interactions with the company including but not limited to signal quality, care-related incidents, product usage and assistance. It was built with APIs that are leveraged by many departments within the company, from product, to care, to technical operations.

Within, we describe three use cases, some in-production and some in-development. These illustrate how RDK-based data derived from set-tops and gateways is being used within the Timeline platform:

  1. Determinations of whether broadband gateways are healthy;
  2. Measurements of the aggregate and individual health of WiFi-connected devices; and
  3. Proactive analysis of error conditions within set-tops to obviate truck rolls and improve the customer experience.
By clicking the "Download Paper" button, you are agreeing to our terms and conditions.

Similar Papers

Make the Most of What You’ve Got: How Cable Modems Can Deliver Economical Cell Site Transport
By Bill Beesley, Fujitsu
It’s 10 PM: Do You Know Where Your Wavelengths Are?
By Venk Mutalik, Dan Rice, Rick Spanbauer, Simone Capuano, Rob Gonsalves & Bob Gaydos, Comcast
High Efficiency Video Coding (HEVC) in a Changing World—What Can MSOs Expect?
By Mukta Kar, CableLabs; Yasser Syed, Comcast Cable; Munsi Haque, Consultant
Up Your Uptime With Automation
By Nancy McGuire & Kathy Fox, Comcast Cable
Key Learnings from Comcast’s Use of Open Source Software in the Access Network
By Louis Donofrio & Qin Zang, Comcast Cable; Vignesh Ramamurthy, Infosys Consulting
Training Machines to Learn From Signal Meter Readings
By Gary Ventriglia, Jack Birnbaum, Robert Gonsalves, Anastasia Vishnyakova, Michael Kreisel & Larry Wolcott, Comcast Corporation
Thank You FCC: Now We Have 1.2 Ghz of 6 GHz Spectrum so How Does the Cable Operator Utilize It?
By J.R. Flesch, Bryan Pavlich, Kurt Lumbatis & Charles Cheevers, Commscope
What is 10G – The Technology Foundation
By Dr. Robert Howald, Dr. Sebnem Ozer, Robert Thompson, Saif Rahman, Dr. Richard Prodan & Jorge Salinger, Comcast
How To Evaluate Coaxial Cable For Maximum Utilization And Longevity
By Allen M. Kushner
Is Your System Paying Too Much For Plant Power?
By James K. Waldo, Teleprompter Cable TV
More Results >>