Virgin Media deploys AI TV monitoring

Virgin Media has introduced AI-based monitoring robots to check the quality of its TV service in real time. The system monitors more than 220 IPTV channels, with the most-watched services [...]

Virgin Media has introduced AI-based monitoring robots to check the quality of its TV service in real time. The system monitors more than 220 IPTV channels, with the most-watched services checked every six minutes. The robots view the channels in the same way as customers and automatically look for problems affecting video or audio quality.

If a service issue is detected, alerts are sent to Virgin Media O2’s human monitoring teams, allowing faults to be investigated and resolved more quickly. Jeanie York, Virgin Media O2’s Chief Technology Officer, said the system would allow the operator to “identify and address any service issues faster and more accurately than ever before”, in some cases before customers notice a problem. “Whether our customers are watching the big final on Sunday or other live sport, their favourite film or the season finale of their favourite programme, reliable TV makes these moments possible,” she said.

Virgin Media said it is already looking at further enhancements, including the use of AI to identify a wider range of service issues and strengthen monitoring across its TV platform. The deployment forms part of wider efforts by pay-TV and broadband operators to use automation and AI to improve network reliability, customer experience and fault response times.