# US 12,010,525 B2 · Prioritizing an issue reported by a user of a wireless telecommunication network > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 12,010,525 B2 - Document ID: US12010525B2 - Status: Granted - Kind: B2 - Application number: 18/169,071 - Filed: 2023-02-14 - Published: 2023-06-22 - Granted: 2024-06-11 - Earliest claimed: 2021-03-05 - Assignees: T-Mobile USA, Inc. - Applicants: T-Mobile USA, Inc. - Inventors: Daniel Artuso - Web page: https://patentgrep.com/patent/US12010525B2 ## CPC - H04W 16/22: Traffic simulation tools or models - H04L 41/142: using statistical or mathematical methods - H04L 41/149: for prediction of maintenance - H04L 41/16: using machine learning or artificial intelligence - H04L 41/5067: Customer-centric QoS measurements - H04L 41/5074: Handling of user complaints or trouble tickets - H04L 43/062: related to network traffic - H04L 43/065: related to network devices - H04L 43/067: using time frame reporting - H04L 43/14: {using software, i.e. software packages (network security related monitoring H04L63/1408)} - H04W 8/18: Processing of user or subscriber data, e.g. subscribed services, user preferences or user profiles; Transfer of user or subscriber data - H04W 24/08: Testing, {supervising or monitoring} using real traffic - H04W 24/10: Scheduling measurement reports {; Arrangements for measurement reports} - H04W 24/04: Arrangements for maintaining operational condition - H04W 84/02: Hierarchically pre-organised networks, e.g. paging networks, cellular networks, WLAN [Wireless Local Area Network] or WLL [Wireless Local Loop] - H04W 88/18: Service support devices; Network management devices - H04W: WIRELESS COMMUNICATION NETWORKS (broadcast communication H04H; communication systems using wireless links for non-selective communication, e.g. wireless extensions H04M1/72) - H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M) ## 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. ## Claims ### Claim 1 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. ### Claim 2 (depends on 1) The at least one non-transitory computer-readable medium of claim 1, wherein obtaining the other issues reported by the other subscribers similar to the first subscriber comprising: determining the other subscribers similar to the first subscriber by: determining a geographical area associated with the first subscriber; determining other subscribers reporting other issues when located in the geographical area associated with the first subscriber within a predetermined timeframe, wherein the predetermined timeframe comprises a timeframe during which a topology of a portion of the wireless telecommunication network serving the geographical area remained the same; determining the other subscribers to be the other subscribers similar to the first subscriber; and obtaining the other issues reported by the other subscribers similar to the first subscriber. ### Claim 3 (depends on 1) The at least one non-transitory computer-readable medium of claim 1, wherein obtaining the historical information associated with the first subscriber and the wireless telecommunication network comprising: obtaining performance and capacity statistics of a component serving the first subscriber, wherein the component is associated with the wireless telecommunication network. ### Claim 4 (depends on 1) The at least one non-transitory computer-readable medium of claim 1, further comprising: obtaining an issue associated with a component of the wireless telecommunication network; obtaining second multiple subscriber statuses associated with second other subscribers served by the component of the wireless telecommunication network; and prioritizing a resolution of the issue associated with the component of the wireless telecommunication network based on the second multiple subscriber statuses. ### Claim 5 (depends on 1) The at least one non-transitory computer-readable medium of claim 1, wherein transforming the historical information further comprises: determining a processing power associated with a processor performing the transforming; and adjusting a frequency of the transforming the historical information based on the processing power. ### Claim 6 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. ### Claim 7 (depends on 6) The method of claim 6, wherein obtaining the other issues reported by the other users similar to the first user comprising: determining the other users similar to the first user by: determining a geographical area associated with the first user; determining other users reporting other issues when located in the geographical area associated with the first user within a predetermined timeframe, wherein the predetermined timeframe comprises a timeframe during which a topology of a portion of the wireless telecommunication network serving the geographical area remained the same; determining the other users to be the other users similar to the first user; and obtaining the other issues reported by the other users similar to the first user. ### Claim 8 (depends on 6) The method of claim 6, further comprising: transforming the historical information into a formatted data adapted to be processed by an AI model. ### Claim 9 (depends on 6) The method of claim 6, further comprising: transforming the historical information into a formatted data adapted to be processed by an AI model; determining a processing power associated with a processor performing the transforming; and adjusting a frequency of the transforming the historical information based on the processing power. ### Claim 10 (depends on 6) The method of claim 6, wherein obtaining the historical information associated with the first user and the wireless telecommunication network comprising: obtaining an indication of an existence of other issues reported by the first user. ### Claim 11 (depends on 6) The method of claim 6, wherein determining the priority includes: obtaining from an AI model, 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 the priority associated with the issue experienced by the first user based on the probability, the predetermined number of days and the confidence. ### Claim 12 (depends on 6) The method of claim 6, wherein obtaining the historical information associated with the first user and the wireless telecommunication network includes: obtaining performance and capacity statistics of a component serving the first user, wherein the component is associated with the wireless telecommunication network. ### Claim 13 (depends on 6) The method of claim 6, further comprising: obtaining an issue associated with a component of the wireless telecommunication network; obtaining second multiplicity of user statuses associated with a second group of other users served by the component of the wireless telecommunication network; and prioritizing a resolution of the issue associated with the component of the wireless telecommunication network based on the second multiplicity of other user statuses. ### Claim 14 (depends on 6) The method of claim 6, further comprising: modifying a report of the issue to include the priority. ### Claim 15 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. ### Claim 16 (depends on 15) The system of claim 15, wherein the instructions further comprise instructions to: transform the historical information into a formatted data adapted to be processed by an AI model; determine a processing power associated with a processor performing the transforming; and adjust a frequency of the transforming the historical information based on the processing power. ### Claim 17 (depends on 15) The system of claim 15, the instructions to obtain the historical information comprising the instructions to: obtain an indication of an existence of other issues reported by the first user. ### Claim 18 (depends on 15) The system of claim 15, the instructions to determine the priority comprising the instructions to: obtain from an AI model 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 determine the priority associated with the issue experienced by the first user based on the probability, the predetermined number of days, and the confidence. ### Claim 19 (depends on 15) The system of claim 15, the instructions to obtain the other issues reported by the other users similar to the first user comprising the instructions to: determine the other users similar to the first user by: determining a geographical area associated with the first user; determining other users reporting other issues when located in the geographical area associated with the first user within a predetermined timeframe, wherein the predetermined timeframe comprises a timeframe during which a topology of a portion of the wireless telecommunication network serving the geographical area remained the same; determining the other users to be the other users similar to the first user; and obtain the other issues reported by the other users similar to the first user. ### Claim 20 (depends on 15) The system of claim 15, the instructions comprising the instructions to: obtain an issue associated with a component of the wireless telecommunication network; obtain second other user statuses associated with second other users served by the component of the wireless telecommunication network; and prioritize a resolution of the issue associated with the component of the wireless telecommunication network based on the second other user statuses.