Score Management Node for Real-Time Service Evaluation

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Solution Overview

Problem

Current methods for evaluating user satisfaction with telecommunication services are inefficient, as they rely on user surveys that are often unreliable, time-consuming, and not representative of the entire user base, and fail to provide real-time feedback, making it difficult to identify and address service shortcomings.

Innovation Solution

A score management node that calculates a perception score based on network measurements, using a series of scoring modules to determine quality and significance, and modifies these scores with influence factors such as user expectations and fading memory, allowing for real-time and automatic service evaluation without relying on user feedback.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Measurement precision

If user surveys are used to obtain feedback, then user opinion can be collected, but the feedback is not obtained in real-time and may be out-of-date

Engineering Contradiction:

Improveaccuracy of user opinionVSAvoidtime delay in feedback

Core Design Contradiction:

Measurement precisionVSLoss of time

Solution Approach 1:

The patent replaces the mechanical survey system (manual questionnaires sent to users) with an automated electronic system that continuously monitors network measurements and automatically calculates perception scores, eliminating the time delay inherent in manual survey distribution and response collection

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Solution Approach 2:

The system enables self-service by automatically collecting network measurement data, processing it through scoring modules, and generating perception scores without requiring user action, thus achieving real-time feedback without survey response delays

Inventive Principle:

Principle #25Self-service

2Reliability

If surveys are distributed to a significant number of users, then representative feedback can be obtained, but considerable efforts and costs must be spent on distribution and evaluation

Engineering Contradiction:

Improverepresentativeness of feedbackVSAvoideffort and cost for survey management

Core Design Contradiction:

ReliabilityVSDevice complexity

Solution Approach 1:

The patent creates a virtual copy of the user feedback process by using network measurement data that replicates what users would report in surveys, eliminating the need for actual survey distribution and manual evaluation while maintaining feedback representativeness

Inventive Principle:

Principle #26Copying

Solution Approach 2:

The system introduces network measurement data as an intermediary that indirectly reflects user experience, replacing the direct but costly user survey process with an automated data collection and processing mechanism that reduces management effort

Inventive Principle:

Principle #24Intermediary (Mediator)

3Loss of information

If users are prompted to respond to questionnaires, then feedback can be collected, but users may provide inaccurate or dishonest opinions due to forgetfulness or haste

Engineering Contradiction:

Improveuser opinion dataVSAvoidaccuracy and honesty of feedback

Core Design Contradiction:

Loss of informationVSMeasurement precision

Solution Approach 1:

The system performs preliminary action by collecting network measurement data at the time of service delivery, capturing user experience conditions before memory fade or mood changes can affect potential survey responses

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The patent replaces the unreliable human memory and honesty-based survey system with an objective automated system that measures actual network performance parameters, eliminating biases from forgetfulness, haste, and mood

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

4Loss of time

If surveys are sent frequently to users, then up-to-date feedback can be obtained, but users may become reluctant to respond due to excessive requests

Engineering Contradiction:

Improvetimeliness of feedbackVSAvoiduser responsiveness

Core Design Contradiction:

Loss of timeVSReliability

Solution Approach 1:

The system performs self-service by automatically generating perception scores from network measurements without requiring user participation, allowing continuous monitoring without increasing survey frequency or user burden

Inventive Principle:

Principle #25Self-service

Data Source

PatentUS9571360B2Method and score management node for supporting service evaluation

Publication Date: 2017.02.14 TELEFONAKTIEBOLAGET LM ERICSSON (PUBL)

AI summary

A score management node receives network measurements related to at least one service event when the service is delivered to the user, and determines, in a first scoring module, a quality score Q reflecting the user's perception of quality of the delivered service and an associated significance S reflecting the user's perception of importance of the delivered service, based on the received network measurements. The determined quality score Q and associated significance S of each service event are modified in a succession of intermediate scoring modules, based on a predefined influence factor applied in each intermediate scoring module. The perception score P is further calculated in a concluding scoring module, based on the modified quality score and associated modified significance, wherein the calculated perception score P is made available for use in the service evaluation.