System and method for intelligent troubleshooting of in-service customer experience issues in communication networks
US9026851B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jan 29, 2013 |
| Grant date | May 5, 2015 |
| Priority date | — |
| Expiry date | Jul 8, 2033 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04L43/12
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
The present disclosure relates to methods and systems for improving customer experience through real time troubleshooting in relation to customer experience management. In one embodiment, a proactive customer experience management method is disclosed, comprising: obtaining a performance-indicating alert (PA); identifying relevant alerts from the alert database in absence of possible fault condition from the PA; determining a possible problem condition from the PA and identified relevant alerts; raising trace trigger for gathering relevant trace data; determining specific problem condition and relevant cause, based on gathered trace data and relevant data from PM/FM, CDR, OSS systems; determining appropriate recommendation for resolution of the determined specific problem condition; updating a user interface dashboard using the determination of the root cause of the possible problem and the recommendation for resolution of the possible problem; and updating new knowledge into a knowledge base with problem-context, resolution, relevant adjustments to alerts, thresholds and rules.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.