Smart Notification for OTT Streaming Oversubscription
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Solution Overview
Problem
Over-the-top (OTT) streaming services typically provide non-informative error messages when a subscriber's account is oversubscribed, leading to confusion for users who are not aware which devices are actively streaming content, causing unnecessary customer service inquiries and frustration.
Innovation Solution
A system and method that notifies client devices when a subscriber account is undersubscribed, providing information about active devices, including their names, locations, and expected streaming completion times, allowing users to understand and address the issue without initiating content transmission.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If the service provider sends a standard playback error when the subscriber account is oversubscribed, then the system operation is simple, but the user experience deteriorates due to non-informative error messages
Solution Approach 1:
The system implements feedback by sending a notification message back to the client device when the subscriber account is oversubscribed. This notification includes information about other devices currently using the account, providing the user with actionable information rather than a generic error message. The feedback loop closes the information gap between the service provider's subscription status and the user's understanding of the situation.
Solution Approach 2:
The notification message acts as an intermediary between the service provider's subscription management system and the user. Instead of directly presenting the complex subscription status and multiple active devices, the system creates an intermediate communication layer that translates this information into a user-friendly format, explaining why the streaming is blocked and what the user can do about it.
2Loss of information
If the service provider provides detailed information about active devices when the account is oversubscribed, then the user experience improves, but the device complexity increases
Solution Approach 1:
The notification system is segmented into distinct functional components: a determination module that checks subscription status, a notification generation module that creates the message, and a transmission module that sends it to the client device. This segmentation allows each component to handle a specific task, reducing the complexity burden on any single part of the system while collectively providing comprehensive information.
Solution Approach 2:
The system enables self-service by providing users with information about their own account status and active devices. Users can see which devices are currently using their account and understand the cause of streaming blocks without needing to contact customer service. This self-service approach reduces the need for complex customer support infrastructure.
3Productivity
If the service provider implements a smart notification system, then customer service contacts reduce, but the system complexity increases
Solution Approach 1:
The system performs preliminary action by notifying the user in advance about the oversubscription status before they attempt to stream content. The notification is sent as part of the initial request handling, providing users with information about active devices and account status before they encounter playback errors. This preliminary information delivery prevents frustration and reduces the need for subsequent customer service contacts.
Solution Approach 2:
The system converts the harmful effect of oversubscription (which normally results in user frustration and customer service contacts) into a beneficial outcome by providing informative notifications. Instead of simply blocking access with an error message, the system uses the oversubscription event as an opportunity to educate users about their account status, active devices, and subscription limits, thereby improving user understanding and reducing support needs.
Data Source
AI summary
A system and method for notifying client devices in a subscriber account that the account is undersubscribed and no further client devices can stream media content until other client devices are no longer actively streaming media content is disclosed herein. The method comprises receiving a request to receive and play the media content from a requesting client device, the requesting client device being one of a plurality of client devices enabled to receive media content according to a subscriber account and determining if the subscriber account is undersubscribed; if the subscriber account is not undersubscribed. If the subscriber account is not undersubscribed, initiating transmission of the media content, and if the subscriber account is undersubscribed, information is transmitted to the requesting client device, the information including data indicating the subscriber account is undersubscribed without initiating the transmission of the media content.