Ayla Enhances Customer Broadband Experience with TransformAI

Ayla Networks is a leader in the Internet of Things (IoT) platforms that accelerate digital transformation for consumer brands and Internet service providers (ISPs). The company recently unveiled Ayla TransformAI, a predictive machine-learning-based solution for ISPs. The cloud-native offering leverages machine learning to identify, predict, and prevent service issues in subscriber-home and provider core networks.

The Ayla TransformAI product replaces traditional service-provider tools, which are typically unable to harness data collected from ISP networks. In turn, TransformAI hopes to address issues such as high customer churn and soaring support costs. Ayla’s approach collects customer-premises equipment data, network element data, and call center data to identify and remediate performance issues that can disrupt the customer experience.

Jonathan Cobb, Ayla Networks CEO, calls Ayla TransformAI a “game-changer.” “It predicts—and ultimately prevents—well-known residential problems, such as slow internet browsing and Wi-Fi degradation.“ According to Cobb, these two factors significantly impact customer internet performance. “The present-day home network has become significantly more complex, and legacy tools are not sophisticated enough to cost-effectively deliver a great customer experience and service assurance at scale,” he adds.

Currently, leading communication service providers all over the world recognize the value of Ayla TransformAI and are partnering with the company to upgrade their service.

Using Data to Make Smarter Solutions

Ayla TransformAI is deployed across millions of subscribers and tens of millions of network-connected devices. By adopting TransformAI, ISPs experience fewer customer calls and service visits, significantly lower device swap-outs, and identify and resolve issues more rapidly.

The Ayla solution utilizes Ayla’s deep domain expertise to turn the data gathered from gateways, routers, and other customer premises equipment (CPE) into actionable information. It also uses machine-learning data models to detect network and performance anomalies like slow browsing, router resets, and Wi-Fi authentication errors. In addition, it predicts occurrences and root causes of anomalies and prescribes specific remedies.

“Our models ultimately draw inferences with more than 85 percent accuracy, allowing an ISP’s customer-experience team to act early to avoid scenarios involving irate customers and needless truck rolls and device swaps,” said Sahir Sait, Ayla’s senior vice president of products and services. “Additionally, the solution uniquely allows an ISP to quickly trace problems down to manufacturer and firmware versions.”

With the increasing complexity of home broadband networks, Ayla expects to more than double the number of turnkey machine learning models in 2022 and beyond. This will cover a wide range of performance issues impacting customer operations. In turn, TransformAI will have an impact on ISP customer operations and become the modern foundation for smarter broadband services.

High-Value Benefits to Communication Service Providers

Ayla is offering its TransformAI solution as a way for any ISP to benefit from:

  • Rapid time-to-value. It will take less than three months to build the data-management pipeline, analyze the data, and generate insights.
  • Agnostic, future-proof operation. The predictive AI solution works across any broadband device and network type, including any new devices a customer may later add.
  • High business impact. TransformAI maximizes analytics to increase an ISP’s revenue per user (ARPU), enhance customer experience (CX), and expand margins.
  • Cost-effectiveness. According to Sait, one ISP that has been using Ayla’s TransformAI solution for a year has saved $25 million in operating expenses. As the company continues to operationalize predictive output and add additional data enrichment sources to its core networks, the ISP’s savings is projected to increase to more than $100 million over the next few years.

TransformAI is targeted specifically to service provider organizations with at least 200,000 subscribers.

As Ayla continues to innovate, more of its customers will be able to leverage the company’s IoT platforms and develop future-proofed, connected products. They can also utilize device data for analytic insights and support for advanced business applications.

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