Virgin Media has revealed it is using a fleet of AI robots to monitor its channels, aiming to enhance customer experiences.
More than 220 channels are continuously monitored by the robots which watch Virgin Media’s services exactly as customers experience them, said the company.
Any degradation in service, including issues with video and audio quality, is immediately detected and human monitoring teams are notified, enabling faster investigation and resolution of faults.
Jeanie York, Virgin Media O2’s chief technology officer, said, “Creating and launching these new TV robots means we’re able to identify and address any service issues faster and more accurately than ever before, and in some cases before a customer even realises there was a problem. Whether our customers are watching live sport, their favourite film or the season finale of their favourite programme, reliable TV makes these moments possible. This new capability is another innovative step in giving our customers a great experience and ensuring we provide the reliable TV service they expect.”
The company said it is exploring future potential use of AI robots, aiming to further strengthen monitoring capabilities.
