Veego Software, an Israel-based startup that uses a cloud-based artificial intelligence agent to detect and fix problems in connected homes, announced its Home Scoring solution on Wednesday.
The Home Scoring platform grades every home's quality of experience (QoE) at every moment in order to help internet service providers (ISPs) get a clear view of the overall service level. With Home Scoring, ISPs can gauge the QoE in each home and aggregate homes by device types, services, neighborhoods and other characteristics.
The overall home score is comprised of dozens of parameters collected from the entire service delivery chain—all the way from the cloud servers, through the WAN (internet), into the home via the router, throughout the home via the WiFi, and to the devices themselves.
Home Scoring also looks at the services that users are consuming and the specific demands of those services, including bandwidth, latency, packet loss and more. It also considers transient connected activities occurring in the home at any moment.
Veego was founded by CEO Amir Kotler, CTO Dennis Sirov and CPO Reffael Caspi over a year ago.
"I am cybersecurity guy, like my co-founders," Kotler said in an interview with FierceTelecom. "We took a lot of cyber elements into Veego to detect malfunctions for ISPs in the connected home."
Using a cloud-based artificial intelligence agent, Veego's software can be downloaded into various devices in a connected home, including modems and routers, to detect, analyze and solve problems.
Veego's software-as-a-service (SaaS) solutions deliver real-time visibility into the quality of the connected-home experience to broadband and internet service providers. By using its Global Malfunction Library, Veego automatically detects, analyzes, locates and resolves problems, often before subscribers see them.
The Veego Self-Care solution enables service providers to cut down on truck rolls and trouble tickets to call centers by proactively finding the problems. Once an issue is detected in the device, the call center is alerted in regards to what it is and where it's located.
If an ISP customer is experiencing a problem with a streaming video service, Veego can detect whether the issues is related to the ISP, the device, or a streaming service cloud such as Netflix. The end result is fewer or shorter calls to customer centers.
"We know that today the world is very complicated and the chain of service is very difficult," Kotler said. "We also know that many devices are coming in. We're really agnostic in regards to whether it's a legacy device or next generation device.
"In most of the cases, we don't need the approval or the blessing of the CPE vendor who sold them (the ISPs) the router initially. The selection and implementation of our piece of software is very immediate and very quick. We don't need much when it comes to implementing ourselves inside the router."
Kotler said Veego has been deployed with ISPs across the United States, Europe and Asia. From those deployments, Kotler said Veego been able to ascertain several key performance indicators (KPIs.)
The first is that ISPs that have deployed Veego's AI-based auto repair application have seen a 15% to 20% reduction in phone calls to customer service centers. Because Veego can identify the root problem at the device level, there's a 40% reduction in the duration of the phone calls.
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Based on feedback from U.S. ISPs, Veego found that 81% to 85% of the routers that customers brought in to be replaced didn't have anything wrong with them. Lastly, truck rolls were reduced by 15% to 20% because ISPs don't need to send technicians to fix problems in the home that have already been identified and remedied.
Kotler said Veego, which currently has 31 employees, could expand into other areas of the connected home, such as set-top boxes, in the future.
"We are evaluating new markets and other boxes in the home, such as set-top boxes or streaming devices from Amazon, Apple and Android, but they need to be well-populated in the service chain," he said.