Score Management Node for Telecommunication 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, difficult to conduct in real-time, and fail to accurately capture user experiences due to human memory issues and the inability to trace underlying service delivery faults.

Innovation Solution

A score management node that calculates a perception score based on network measurements, correlating current service events with previous ones to determine a quality score and significance, thereby providing an automatic and continuous estimation of user experience without relying on user surveys.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Measurement precision

If user surveys are used to obtain feedback, then user opinions can be collected, but the feedback is unreliable and difficult to obtain in real-time

Engineering Contradiction:

Improveaccuracy of user feedbackVSAvoidtime delay in obtaining feedback

Core Design Contradiction:

Measurement precisionVSLoss of time

Solution Approach 1:

The patent replaces the mechanical system of user surveys (manual questioning and recording) with an automated electronic system that captures network performance data and correlates it with service events. This substitution eliminates human memory issues and response delays, providing accurate real-time feedback through automated data collection and processing.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Solution Approach 2:

The system enables self-service by automatically collecting and analyzing service event data without requiring user intervention. The network elements themselves generate and report performance metrics, which are then correlated with service events to determine user experience, eliminating the need for users to manually provide feedback.

Inventive Principle:

Principle #25Self-service

2Quantity of substance

If surveys are distributed to many users, then representative feedback can be obtained, but considerable efforts are required to distribute and evaluate responses

Engineering Contradiction:

Improvenumber of users surveyedVSAvoidcomplexity of survey distribution and evaluation

Core Design Contradiction:

Quantity of substanceVSDevice complexity

Solution Approach 1:

The patent replaces the complex mechanical system of survey distribution and manual evaluation with an automated electronic processing system. Network elements automatically generate service event data, which is collected and processed by a computer to correlate events with performance metrics, eliminating the need for manual survey management.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Solution Approach 2:

The system creates electronic copies of service event data and performance metrics that can be automatically processed and analyzed. Instead of manually handling survey responses, the system replicates and processes data digitally, enabling efficient evaluation of feedback from many users simultaneously.

Inventive Principle:

Principle #26Copying

3Difficulty of detecting and measuring

If service events are correlated with network measurements, then underlying reasons for dissatisfaction can be traced, but manual analysis requires significant effort and costs

Engineering Contradiction:

Improveability to trace service delivery faultsVSAvoidefficiency of fault analysis

Core Design Contradiction:

Difficulty of detecting and measuringVSProductivity

Solution Approach 1:

The patent replaces manual analysis with automated electronic correlation between service events and network measurements. The computer system automatically processes service event data and corresponding performance metrics, identifying faults and their causes without human intervention, thereby dramatically improving analysis efficiency.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Solution Approach 2:

The system implements automated feedback loops where network performance data is continuously monitored, correlated with service events, and used to automatically identify faults. This feedback mechanism enables rapid detection and tracing of service delivery issues without manual analysis.

Inventive Principle:

Principle #23Feedback

Data Source

PatentUS10332120B2Method and score management node for supporting service evaluation based on correlated service events

Publication Date: 2019.06.25 TELEFONAKTIEBOLAGET LM ERICSSON (PUBL)

AI summary

A method and a score management node for supporting service evaluation by obtaining a perception score reflecting a user's experience of one or more services delivered by a telecommunication network. The score management node receives a network measurement related to a current service event of service delivery to the user within a predefined time length from a previous service event, and determines a correlation level reflecting the user's perception of the current service event as correlated with the previous service event. A quality score is determined for the current service event, reflecting the user's perception of quality of service delivery and an associated significance reflecting the user's perception of importance of service delivery, based on the network measurement and the correlation level. The perception score is then calculated for the current service event as the quality score weighted by the associated significance and is made available for the service evaluation.