Singula® Subscriber Intelligence offers pay-TV and OTT providers real-time identification of ‘next best action’ to take with customers
London, 25 March, 2019 – Singula Decisions, the subscriber intelligence specialist, today announced the US debut of its new artificial intelligence (AI)-driven subscriber analytics platform, Singula® Subscriber Intelligence at NAB Show 2019 in Las Vegas. Built on the Microsoft Azure platform, it provides subscriber intelligence and next best actions that empower pay-TV operators and over-the-top (OTT) providers to take a more informed data-driven approach to customer engagement. The platform leverages AI and machine learning to proactively build subscriber loyalty, grow average revenue per user and entice new customers to join TV services.
Singula Decisions will be showcasing Singula® Subscriber Intelligence on the Microsoft stand (SL6716) at NAB Show in the Las Vegas Convention Centre April 6th-11th. The company will demonstrate how Singula® Subscriber Intelligence enables TV service providers to draw on available customer data in real time – including billing, demographic and behavioural details – to gain a full view of each subscriber at key stages of the customer journey to identify the ‘next best action’ that strengthens the customer relationship. Singula Decisions’ Pre-Sales Consultant Andy Johnston will be leading a presentation on ‘How to use AI and machine learning for precise customer engagement’ in the Microsoft Theatre on Wednesday April 10th at 10.30am.
Singula® Subscriber Intelligence has already been tested by a number of leading broadcasters as part of a beta trial, including Ireland’s eir Sport, Racing TV and ITV Box Office, the pay-per-view live events arm of Britain’s leading commercial broadcaster. The initial trial results have shown more than a 100% uplift in conversions for a customer acquisition campaign and a marked slow-down of high-risk churners through pro-active targeting and engagement.
“Consumers today expect personalised experiences while they are interacting with media services of all types and operators today need to be able to understand how to best engage with customers at key ‘Decision Moments’, acting on what analysis of their data can tell them,” notes Bhavesh Vaghela, Singula Decisions’ Chief Executive. “By employing AI to achieve real-time customer data analytics and identify next best actions, Singula® Subscriber Intelligence is driving real business results throughout the customer lifecycle. “
Singula® Subscriber Intelligence taps into Singula Decisions’ 20-year heritage in pay-TV subscriber management. Leveraging expertise gained from supporting more than 100 subscription and pay-per-view businesses across the pay-TV industry – with millions of subscribers in total – Singula Decisions offers a combination of customer management experience and innovative technology that enables service operators to advance their analytics capabilities and gain a competitive edge.
The platform creates a Single Customer View of each subscriber and utilises predictive models, created in collaboration with Edinburgh University’s data science centre of excellence, to determine which action the operator should take – depending on where that subscriber is in the customer journey and what the analysis says about their value as a customer, their likely response and other factors. Singula® Subscriber Intelligence then recommends the action – such as a timely promotional offer or an informative communication – to achieve the best business result whilst keeping the customer happy, on-board and positive about their experience.
The platform also helps identify the most appropriate channel to execute the action – whether an in-app notification, social media advertising, a text to a smartphone, an email, communication via an electronic programming guide, a customised user interface, web chat, or contact from an agent. It next absorbs the result via a valuable feedback loop that utilises machine learning to update the analytical models – generating ongoing insight into future recommendations on how to best to target individual subscribers.
Singula Decisions will be showcasing Singula® Subscriber Intelligence at the Microsoft stand (SL6716) throughout NAB Show 2019.