CELLULAR NETWORK ARTIFICIAL INTELLIGENCE / MACHINE LEARNING-ASSISTED USER INTERACTION WORKFLOW ENHANCEMENT

Smart overview of the Invention

The patent application introduces a system that leverages machine learning (ML) to enhance user interaction workflows in cellular networks. It focuses on diagnosing and resolving service issues by analyzing network performance data. The system retrieves key performance indicator (KPI) data from both network cells and user equipment (UE) to identify the root cause of service disruptions. An ML model processes this data to infer the category of the service issue, which is then communicated to a service agent for resolution before engaging with the affected customer.

Field of the Disclosure

The invention pertains to the application of artificial intelligence and machine learning in diagnosing service issues within next-generation cellular networks. It aims to streamline customer care processes by automating the identification of service issues, thereby reducing the complexity and resource intensity traditionally associated with resolving network-related problems.

Background

Historically, customer care in cellular networks has been a resource-heavy operation, often requiring direct interaction between care agents and users to resolve service issues. The complexity of correlating network events with user experiences has limited the effectiveness of existing solutions. This patent addresses these limitations by introducing an AI/ML-driven approach to service issue diagnosis and resolution.

Detailed Description

The system receives service issue reports from users and retrieves relevant network performance data. It identifies anomalies and service degradation using this data, which are then analyzed through an AI/ML process to determine the issue category. The identified category is reported to a care agent before the user is connected, allowing for a more efficient resolution process. By automating this workflow, the system enhances the overall efficiency and effectiveness of customer care operations.

System Architecture

The architecture comprises various network elements facilitating multiple forms of access such as broadband, wireless, voice, and media. The system integrates with existing network infrastructure, including radio access networks (RAN) and core networks, to provide seamless connectivity and service delivery. It supports a wide range of user equipment, from mobile phones to IoT devices, ensuring broad applicability across different network environments.