Smart diagnosis and solution systems for network based customer complaints

Due to copyright restrictions, the access to the full text of this article is only available via subscription.In the telecommunication sector, there exists a vast variety of protocol data (Such as ADR, IUCS, GB, IUPS, GN) produced by signaling systems. The data contains various information regarding network quality and performance. In the case of an anomaly, network surveillance experts need to overview the network key performance indicators (KPIs) to ensure sustainable high quality network services and to increase customer satisfaction. However, during the overview process, the customer based network problems can be easily overlooked. To overcome these problems by early diagnosis, customer-oriented customer quality index (CQI) sets needs to be produced. In this article a new customer oriented smart diagnosis and solution model approach is presented in the light of the customer experience information about of the customers who have faced network problems. While scoring the customer oriented data and determining the smart diagnosis, a decision tree method is applied. With the help of the provided decision support system (DSS), final CQI scores can be generated; smart diagnosis and recommendations to the call center employees can be provided; and scored customer network experience data can be transferred to the network solution teams automatically