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The Silicon Review Asia

Putting an end to malfunctions in the connected home: Veego brings AI and other innovative technologies to automatically detect and fix user problems

The Silicon Review
July, 2020

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“Veego quantifies how well connected devices and services are meeting quality of experience goals and serving subscribers.”

The market of smart and connected homes is highly dynamic and evolving, strongly driven by demand for personal comfort, safety, and convenience. The sector is well positioned to achieve rapid growth for the next decade, at least. Each home’s gateway to the internet is through the home router supplied by the Internet Service Provider (ISP). As more and more devices are connected via WiFi to the home router, a wealth of stunning online services become available, from movie streaming to gaming, from video conferencing to online learning, from home surveillance to music enjoyment. Every day new devices and services are coming onto the market.

As households deploy more connected devices and consume more services, the inevitable demand for technical support from ISPs is rising sharply. ISPs are getting crushed under the volume of subscriber support calls and associated costs.

Veego is an Israel-based company that specializes in monitoring connected homes for proper behaviour of devices and services. Founded in late 2018, the company has met with unusual success in a very short time. Their founding team and staffs bring exceptional experience in Artificial Intelligence, Machine Learning, Neural Networks (Deep Learning), WiFi, Reverse Engineering, Signal Processing, and more. For the first six months since their inception, they researched escalating ISP support problems and have since embarked on delivering breakthrough solutions. Veego develops artificial intelligence and other advanced technologies dedicated to perfecting the subscriber experience in the connected home while driving down customer care costs for Internet Service Providers.

The company’s breakthrough suite of SaaS solutions provides ISPs with unique visibility into every connected home by autonomously discovering connected devices and automatically classifying the services they consume, e.g., gaming, browsing, streaming, video conferencing, etc. Veego continuously monitors the behavior of all these devices and services, detecting, analyzing and resolving malfunctions and abnormal behaviors often even before users encounter them. Veego automatically determines the root cause and location of any problem across the entire connected-home ecosystem, all the way from the cloud-service (think Netflix), through the internet, into the home router, across the in-home WiFi and onto all the connected devices. Users buy devices from any number of sources and expect them to work out of the box. When devices fail to deliver, frustrated users contact their ISP for technical support, even if  the problem is not in the realm of responsibility of the ISP. Veego solutions leverage emerging technologies to help ISPs deal with the support requirements of millions of connected homes. The business benefits for ISPs are numerous:

Deflecting calls. Veego fixes connected-home problems autonomously or helps users fix their own problems, so they don’t need to make support calls. Furthermore, by determining who is responsible for each specific problem (the music service? the device? the WiFi? the internet?), Veego lets users know which  is the proper support organization to contact—not necessarily the ISP.

Speeding up the Average Handling Time (AHT) and First Call Resolution (FCR) of calls. When support calls are received by ISP Customer Care, Veego provides CSRs with insights that enable them to solve problems accurately and much faster.

Reduction of truck rolls. Veego reduces truck rolls by 25% by determining when a technician visit to the home is unnecessary. It also provides instructions to technicians that help them resolve problems faster and better when home visits are necessary.    

Elimination of unnecessary  router replacements. Today, ISPs replace thousands of routers annually only to find that most of them are working just fine. Veego lets the ISP Customer Care Department know ahead of time if an expensive router replacement is warranted.

Revenue-generation opportunities. Veego alerts the ISP when the sale of an extender, repeater or mesh network will fix a coverage problem or when a bandwidth upgrade is necessary to service the growing demand for WiFi within the home.

BI and Analytics. Veego helps ISPs understand the connected-home behavior of their subscriber base in myriad ways that were never possible before. With Veego, ISPs can answer questions like, “How many subscribers in a certain area are using games between 8PM and midnight?” or “What is the average user experience in this city for people who stream Netflix?”

Currently, Veego’s capabilities are considered to be unique so they are encountering no real competition. When they talk to prospects—senior Marketing, Operations, Customer Care and Technical Management—about their solutions for ISP support problems, their audiences are invariably amazed at their break through capabilities. Veego is focused on adding more dimensions to their Veego Solution Suite. An area where they are spending a lot of product resources is in BI and Analytics capabilities. They are also integrating their solutions into already-existing customer care and other systems. Given their rapid growth, the company is working tirelessly to operate in most of the world’s largest ISPs as well as hundreds of smaller ones. Veego solutions are expected be running in 100s of millions of home routers on every continent.

Meet the invigorator behind the success of Veego

Founder and CEO of Veego, Amir Kotler, is a serial high-tech entrepreneur. He is especially adept at building solid management teams from the ground up for soon-to-be leading technology vendors. Over the last decade, Amir has managed several startups, including Promisec, Schoss, Secdo (recently acquired by Palo Alto Networks), and, now, Veego. Prior to his civilian career, Kotler spent more than a decade as a senior officer in an elite military technology unit of the Israel Defense Forces. As an experienced CEO of startups and enterprises with multiple assets and diverse holdings, Amir concentrates on turning technology startups into multi-million-dollar companies in 2-5 years. He has raised millions of dollars of private funding, leveraging years of expertise in all aspects of investor relations.

"Veego autonomously detects, analyzes and repairs malfunctions even before subscribers encounter them”

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