Customer Experience Management (CEM)

SlideshowStartup Wants to Help ISPs Turn Smart Home Customer Care Into a Profit Center

Alan Coleman
Before starting up Sweepr, Coleman founded Brite:Bill (now part of Amdocs) and was an exec at Accenture, Macalla Software and Morgan Stanley.
Before starting up Sweepr, Coleman founded Brite:Bill (now part of Amdocs) and was an exec at Accenture, Macalla Software and Morgan Stanley.

Jeff Baumgartner 10/21/2019 | 5:08:00 PM
Re: A Bright spot ? Thanks for bringing that study to out attention. Very interesting on that non-correlation between how tech savvy a person is and how that impacts IoT device infections. It just seems to be an area that is so new that many people perhaps don't understand the potential risks. 

But at the same time I could see why there would be interest from receiving and following ISP-directed advice when something does go amiss...I have an August smart lock at home and when it went out of commission I would've welcomed some help before I tried to figure out if it was an issue with the device (like a dead battery) or with the connectivity. 

One thing I forgot to mention are a couple of other efforts going on in this area -- but maybe not directly in line with Sweepr's specific angle into it. Comcast introduced an AI-assisted digital home security service with a focus on IoT devices in January that costs about $10 per month; Cablelabs, meanwhile, is developing a "micronets" security framework that attemps to wall off malignent IoT devices and prevent them from interacting with the rest of the consumer's home network. JB 

HardenStance 10/21/2019 | 3:43:56 PM
A Bright spot ? There's been some surprisingly positive research in this area of late, coming out of the University of Delft, in conjunction with KPN and the Dutch government.

The research found a remarkably high level of readiness on the part of Dutch consumers to respond to their ISP's notifications alerting them to IoT device infections in their homes. It also found that their propensity to go on and follow their ISP's guidance to successfully effect a remediation was surprisingly high.

The findings are somewhat surprising. Perhaps they're an 'outlier'. Maybe the Dutch are an unusually patient, committed, tech-savvy, bunch. But these findings do at least seem to dovetail with Sweepr's upbeat assumptions about the willingess of so-called 'smart home' users to engage in IoT trouble-shooting, as relayed in this article.

The highlights of the research, together with embedded links to the original live streamed University of Delft presentation and paper, can be found in a free short report on the HardenStance website.

The University of Delft research also provides confirmation that there is no correlation between a consumer's sophistication as an IT user and the propensity of their IoT devices to get infected. Consumers who consider themselves to be advanced tend to over-estimate themselves and expose themselves to high risk. Those who identify themselves as not very technology-literate take little risk
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