SK Broadband said on the 15th that it will introduce a new quality management system, AQUA (Advanced Quality & Usage Analytic system), which uses artificial intelligence (AI) to proactively detect and resolve B tv customers' inconveniences.
AQUA is a Customer Experience Index (CEI) management system in which AI first detects and takes action on anomalies that may occur while watching B tv.
To that end, SK Broadband collects more than 2.2 billion data points every day from all B tv set-top boxes to check service quality. From broadcast equipment to the network, set-top box, and TV, the system analyzes quality in real time based on about 740 indicators across every stage where B tv service is delivered to customers.
It also classifies and manages service quality for each set-top box into five indicator-based grades (S, A, B, C, D). If there are signs of declining quality or the grade is low, customers are flagged as potentially inconvenienced, and preemptive quality improvements are carried out before customers raise complaints. For example, when the B tv service suddenly cuts off or VOD playback slows, previously customers had to inquire and request service to resolve the issue, but now AI identifies and resolves the problem first.
SK Broadband expects that the introduction of this system will also enable accurate and efficient customer counseling and on-site action, reducing customer inconvenience by about 30% annually.
Cho Seong-min of SK Broadband said, "The introduction of this B tv quality management system is an innovative change that notices and resolves issues before customers have to speak up," adding, "We will continue to upgrade the system to further improve customer satisfaction."