Streaming Service Cuts Failure Rate 28% and Avoids 11 Million Access Failures a Year
Streaming service providers are seeing an increasing number of subscribers to a greater number of streaming services. To continue experiencing profitable growth, providers must manage the costs associated with scaling infrastructure and continuous service updates. This means reducing the number of service failures and investing in digital experience management.
Before implementing VIA AIOps, a popular streaming service with over 30 million subscribers was experiencing a higher than expected failure rate, driving up cancellations and call center costs. While the provider had already invested in several monitoring tools, the tools only monitored siloed data, leaving Operations with limited visibility and insight.
They needed a solution the provided real-time visibility across the entire service delivery ecosystem, along with the ability to detect, triage, and mitigate customer-impacting issues quickly. Enter VIA, a next-generation AIOps application delivering:
- Total ecosystem observability – a holistic view of the entire service delivery supply chain.
- Explainable AI – plain language explanations for analytics builds trust and confidence in automation.
- Experience Assurance – a five-star experience your customers will trust.
A streaming service with more than 30 million subscribers was running a higher-than-expected service failure rate, driving cancellations and call-centre volume. Existing monitoring tools each saw only their own silo. After deploying VIA AIOps, the provider cut service failure rates by 28%, avoided over 11 million service access failures a year, and saved $2.3 million annually.
At a glance
- Industry: Streaming & media
- Scale: 30+ million subscribers
- Challenge: High service failure rate; siloed monitoring leaving operations without end-to-end visibility
- Approach: VIA AIOps for digital experience management across the full service delivery ecosystem
- Result: 28% reduction in service failure rate; 11M+ access failures avoided annually; $2.3M saved per year
- Source: Vitria customer narrative
The situation. Subscriber growth and continuous service updates made infrastructure scaling costs the central commercial problem. Service failures were driving both cancellations and call-centre cost. The provider had already invested in several monitoring tools, but each covered a single silo, so operations could see components without being able to see the customer’s experience of the service.
What was done. VIA AIOps supplied real-time visibility across the entire service delivery ecosystem, with the ability to detect, triage and mitigate customer-impacting issues rather than surfacing them for manual assembly. Explainable AI gave operations plain-language reasoning behind each analytic conclusion.
The result. Service failure rates fell 28%, more than 11 million service access failures a year were avoided, and the provider saved $2.3 million annually.
