Analysing user-friendly and knowledge-based agent solution for videostreams troubleshooting and management.

Abstract: Since the coronavirus pandemic in 2019, millions of people started to use online streaming and entertainment services during the lockdown. Streaming solutions such as OTT and IPTV has grown and boosted the live streaming and non-linear streaming revenue, by using new technologies and innovation such as Artificial Intelligence (AI) to improve the video quality, performance, and security of video streaming services. However, QoS and QoE guarantee and traffic management is still a challenge to many multimedia services and systems provided over the Internet. In this paper the analysis of a proposed user-friendly design will be discussed, describing how it can improve the management and troubleshooting experience. And in what way an AI knowledge-based agent can be used to improve and support the operators daily tasks and challenges. With an usability test, the results showed that the combination of an user-centered interface and AI-technology can improve the productivity in video troubleshooting and prevention of common issues. The user-centered design focuses on the user’s goal and needs, using interactive products to help the user achieve their goal. And the AI would assist the operators to identifying network congestion, stream quality, and much more.