US 12,010,525 B2Granted

Prioritizing an issue reported by a user of a wireless telecommunication network

AssigneeT-Mobile USA, Inc.

InventorDaniel Artuso

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Abstract

The disclosed system and method obtain a report of an issue reported by a user of the wireless telecommunication network, and historical information associated with the user and the wireless telecommunication network. The historical information includes multiple issues reported by users similar to the user, and multiple user statuses associated with the users similar to the user. The user status among the multiple user statuses includes active and inactive, indicating whether the user is an active member of the telecommunication network or has left the network. The system provides the historical information to an AI model, and obtains from the AI model a priority associated with the issue experienced by the user. The system causes a resolution of the issue based on the priority.

Claims20

Dependent claims

At least one non-transitory computer-readable medium, excluding transitory signals and carrying instructions that, when executed by at least one data processor, perform operations, the operations comprising:

obtaining an indication of an issue reported by a first subscriber who has subscribed or is subscribing to services provided by a wireless telecommunication network;
obtaining historical information associated with the first subscriber and the wireless telecommunication network,
wherein the historical information relates to:
(1) other issues reported by other subscribers to the wireless telecommunication network, wherein the other subscribers are similar to the first subscriber, and
(2) other subscriber statuses associated with the other subscribers;
based on the historical information, quantifying a likelihood that the first subscriber might terminate the services provided by the wireless telecommunication network within a predetermined number of days and a confidence associated with the likelihood;
and
generating a priority associated with the issue experienced by the first subscriber based on at least two of:
the likelihood, the predetermined number of days, or the confidence.

6 more elements

A method, comprising:

obtaining an indication of an issue reported by a first user of a wireless telecommunication network;
obtaining historical information associated with the first user and the wireless telecommunication network,
wherein the historical information relates to:
(1) other issues reported by other users who are similar to the first user, and
(2) other user statuses associated with the other users;
based on the historical information, determining a probability that the first user disengages from the wireless telecommunication network within a predetermined number of days and a confidence associated with the probability;
and
determining a priority associated with the issue experienced by the first user based on at least two of:
the probability, the predetermined number of days, or the confidence.

6 more elements

A system comprising:

one or more processors;
at least one memory coupled to the one or more processors, wherein the memory includes instructions executable by the one or more processors to:
obtain an indication of an issue reported by a first user of a wireless telecommunication network;
obtain historical information associated with the first user and the wireless telecommunication network,
wherein the historical information relates to (1) other issues reported by other users who are similar to the first user and (2) other user statuses associated with the other users;
based on the historical information, determine a probability that the first user disengages from the wireless telecommunication network within a predetermined number of days and a confidence associated with the probability;
determine a priority associated with the issue experienced by the first user based on at least two of:
the probability, the predetermined number of days, or the confidence;
and
causing a resolution of the issue based on the priority.

7 more elements

Dependencies are inferred from the claim text.

Facts

Application: 18/169,071Filed 14 Feb 2023 · continuation
Priority: 5 Mar 2021
Published: US 2023/0199515 A122 Jun 2023
Granted: 11 Jun 2024
Term ends: Not estimatedThe source records don’t support an estimate.

Classification18 codes

H04W 16/22
Network planning, e.g. coverage or traffic planning tools; Network deployment, e.g. resource partitioning or cells structures: traffic simulation…
H04L 41/142
Network analysis or design: using statistical or mathematical methods
H04L 41/149
Network analysis or design: for prediction of maintenance
H04L 41/16
Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks: using machine learning…

Family

Application17/193,950Parent of this continuation · filed 5 Mar 2021
US 2023/0199515 A1Pre-grant publication · published 22 Jun 2023
US 11,617,093 B1Parent of this continuation
US 12,010,525 B2This patent

From the US filing history. Foreign family members aren’t listed.

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