Interactive TV Set-Top Box Self-Service Activation System
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Solution Overview
Problem
Current interactive TV systems require users to call a call center for activation and up-selling of programming packages, which is inconvenient for customers and limits the variety of packages offered by providers.
Innovation Solution
A self-service system for set-top boxes that allows users to select and activate programming packages interactively, using comparative information and historic usage patterns to recommend suitable packages, eliminating the need for call center involvement.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If users call a call center for activation, then providers can up-sell programming packages, but users experience inconvenience and the process becomes tedious
Solution Approach 1:
The system enables users to activate programming packages and services independently through an automated interactive interface on their set-top box. Users can navigate package options, view comparative information, and complete activation without calling a call center, thus eliminating the inconvenience while maintaining provider's ability to present multiple packages
Solution Approach 2:
The system incorporates interactive feedback mechanisms where users can view comparative information about different programming packages, see promotions, and receive recommendations based on their viewing habits. This feedback loop allows users to make informed decisions while providers can still guide them toward suitable packages
2Productivity
If providers offer multiple programming packages, then revenue opportunities increase, but the activation process becomes more complex
Solution Approach 1:
The system segments the programming packages into distinct categories and presents them in an organized, comparative format. Users can view different package options side-by-side with their features and prices, making the complexity of multiple packages manageable and the selection process straightforward
Solution Approach 2:
The system pre-presents comparative information, promotions, and package recommendations before the user makes a selection. By preparing and displaying this information in advance through interactive screens, the system reduces the cognitive load on users and simplifies the decision-making process
Data Source
AI summary
Method and system for enabling users to perform self-service operations in interactive TV environments. In one embodiment, the method enables users to select and activate programming packages via a set-top box, thereby eliminating the need for the users to have to call a call center to activate the unit. Using a set of interactive screens, the user is enabled to view various programming package information, including comparative information. In one embodiment, the method assists users who are moving to activate/reactive broadcast services. For example, options are provided to enable the user to schedule service work, disconnect and activate services, and other activities connected with the move. In another embodiment, the method enables a user to select a programming package based on packages that are recommended by the system. Historic usage patterns, including viewing habits and attempts to access unavailable content are analyzed to determine which programming packages should be recommended for the user.