Mobile Software Agent for Real-Time Customer Experience Measurement
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Solution Overview
Problem
Service providers in wireless communication networks lack direct visibility into the performance of services used by customers, especially for new services, limiting their ability to provide effective support and delaying service deployment.
Innovation Solution
A software agent is installed on mobile equipment to measure and transmit performance parameters to the service provider, providing real-time data on customer experience, enabling better service support and quicker deployment of new services.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If service providers use conventional test equipment and drive tests to measure network performance, then they can access system infrastructure data, but they cannot directly measure customer experience
Solution Approach 1:
The patent introduces a software agent as an intermediary component installed on the customer's mobile device. This agent acts as a mediator between the customer's mobile equipment and the service provider's network, collecting performance data locally and transmitting it to the service provider. This resolves the contradiction by enabling direct customer experience measurement while maintaining the existing network infrastructure.
Solution Approach 2:
The patent replaces the mechanical/physical test equipment and drive test methods with a software-based solution. Instead of using specialized physical measurement devices and manual drive tests, the system uses a software agent that automatically collects performance data from the mobile device's operating system and transmits it electronically, eliminating the need for physical presence and specialized equipment.
2Productivity
If service providers deploy new services without direct performance measurement, then deployment can proceed quickly, but the service provider lacks information on service performance and customer experience
Solution Approach 1:
The patent implements preliminary action by having the software agent continuously collect and transmit performance data before, during, and after service deployment. This allows the service provider to proactively monitor service performance and identify issues before they affect a large customer base, enabling faster and more reliable service deployment simultaneously.
Solution Approach 2:
The patent establishes a feedback mechanism where the software agent continuously transmits performance data back to the service provider. This real-time or near-real-time feedback loop allows the service provider to monitor service performance, validate new services, and make informed decisions about service deployment and optimization, resolving the information asymmetry problem.
3Loss of information
If service providers monitor system infrastructure components at base stations, then they can access network data, but they have limited visibility into customer device performance
Solution Approach 1:
The patent applies segmentation by dividing the performance measurement function into two distinct segments: network infrastructure monitoring (existing capability) and customer device performance monitoring (new software agent capability). This segmentation allows each component to focus on its specific measurement domain while working together to provide comprehensive service performance visibility, reducing the complexity of trying to monitor everything from a single point.
Data Source
AI summary
In a communication network architecture, a service provider monitors its customer's experience as the customer selects and uses services offered by the service provider. An agent, such as software installed on-board the customer's mobile equipment, measures parameters that are related to the services, and communicates the measured parameters to the service provider, over the communication network.