Network Experience Score Prioritization for Telecommunication Issues
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Solution Overview
Problem
Telecommunication networks face challenges in identifying and prioritizing technical issues affecting user experience, leading to potential customer churn due to inconsistent service quality across different cell towers, sectors, and devices.
Innovation Solution
A system utilizing a network experience score (NEX) calculated from device key performance indicators (KPIs) and machine learning models to segment devices, identify problematic network elements, and suggest upgrades or adjustments to improve service quality, prioritizing fixes based on user satisfaction scores.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If traditional network monitoring methods are used to track technical issues, then network coverage is maintained, but user experience quality and satisfaction deteriorate due to inability to prioritize issues effectively
Solution Approach 1:
The system implements feedback loops where network experience scores are continuously calculated from device KPIs, compared against thresholds, and used to trigger automated issue identification and prioritization. This closed-loop feedback mechanism enables dynamic adjustment of issue prioritization based on real-time user experience data, resolving the contradiction between maintaining reliability and improving productivity.
Solution Approach 2:
The patent transforms subjective user experience into objective measurable parameters through network experience scores derived from device KPIs. By changing the parameter representation from qualitative user satisfaction to quantitative scored metrics, the system enables automated prioritization and resolution of technical issues, simultaneously improving user experience quality and resolution efficiency.
2Difficulty of detecting and measuring
If comprehensive network monitoring is implemented across all devices and network elements, then issue detection capability is improved, but system complexity and computational resources worsen
Solution Approach 1:
The system segments the network into discrete analyzable units including device KPIs, network KPIs, and network elements. By dividing the comprehensive monitoring task into segmented components that can be independently evaluated and scored, the system achieves high issue detection capability without proportionally increasing overall system complexity.
Solution Approach 2:
The patent introduces network experience scores as intermediary metrics that aggregate complex device and network KPIs into simplified standardized scores. These intermediary scores serve as mediators between raw monitoring data and issue detection decisions, reducing computational complexity while maintaining detection capability.
3Reliability
If network issues are addressed without prioritization, then all technical problems are eventually resolved, but user churn increases due to prolonged poor experience periods
Solution Approach 1:
The system performs preliminary actions by pre-calculating network experience scores and pre-identifying at-risk devices before actual churn occurs. By proactively scoring devices based on device KPIs and network KPIs, and pre-prioritizing issues for at-risk devices, the system reduces the time to resolve critical issues while maintaining service consistency across the network.
Data Source
AI summary
The disclosed system identifies and resolves telecommunication network problems and/or problems with devices utilizing the network. The system segments the user devices into groups having similar characteristics, by grouping together devices more likely to leave the network, and devices less likely to leave the network. Each group of devices has a trained machine learning model, to predict the NEX score for each device. The system focuses on devices with a low NEX score. The system determines whether the problem is with the network and/or the problem is with the device. The system gathers information from network monitoring software and determine which tower caused, for example, the call to drop. The system determines technological capability of the device from the device TAC number. The system suggests solutions to the network problems by suggesting adding a sector, tuning an antenna, etc., or if the device has problems, adjusting phone settings.