Method and system for optimizing network parameters to improve customer satisfaction of network content

Patent metadata

Field	Value
Publication number	US-10609570-B2
Application number	US-201615235825-A
Country	US
Kind code	B2
Filing date	Aug 12, 2016
Priority date	Aug 31, 2015
Publication date	Mar 31, 2020
Grant date	Mar 31, 2020

Abstract

A method for optimizing network parameters of a network includes receiving, via a network probe in communication with the network, a service type, key performance indicators associated with the service type, and network parameter information of the network. A customer satisfaction score associated with the service type and the associated key performance indicators is determined. When the customer satisfaction score is determined to be below a threshold, one or more network parameters leading to the customer satisfaction score being below the threshold are determined from the network parameter information. The one or more network parameters are adjusted, via a network configuration interface in communication with the network, to thereby increase the customer satisfaction score.

First claim

We claim:

1. A method for optimizing network parameters of a network, the method comprising:
receiving, via a network probe in communication with the network, a service type, key performance indicators associated with the service type, and network parameter information of the network;
receiving, from a customer engagement model, data that relates a customer experience to different combinations of service types, specific services provided by specific third party providers associated with the services types, and key performance indicator values, the data being based on feedback provided by customers when utilizing each of the different combinations of service types and specific services provided by specific third party providers associated with the services types with key performance indicators set to predetermined values;
determining, based at least in part on the customer engagement model, a customer satisfaction score associated with the service type, the specific services provided by specific third party providers and the associated key performance indicators;
when the customer satisfaction score is determined to be below a threshold, determining, from the network parameter information, one or more network parameters leading to the customer satisfaction score being below the threshold; and
adjusting, via a network configuration interface in communication with the network, the one or more of the network parameters to thereby increase the customer satisfaction score.

2. The method according to claim 1 , wherein the one or more network parameters that are adjusted correspond to parameters previously determined to be associated with customer satisfactions scores higher than the determined customer satisfaction score.

3. The method according to claim 1 , wherein generation of the customer engagement model comprises:
generating a plurality of network test cases, in which each test case specifies network parameters that include a network speed and a network latency;
consecutively setting test bed network parameters of a test bed network to the network parameters of each network test case;
for each test case, selecting a plurality of service types;
for each service type:
communicating, via the test bed network, content of the service type from a server to one or more customers;
adjusting a plurality of key performance indicators associated with the content; and
receiving, from the one or more customers, a customer satisfaction score that defines a quality of the content as perceived by the user.

4. The method according to claim 3 , wherein after the customer satisfaction scores associated with the plurality network test cases, the plurality of service types, the specific services provided by specific third party providers and the plurality of key performance indicators have been received, the method further comprises determining a subset of key performance indicators having a highest correlation to the customer satisfaction score.

5. The method according to claim 1 , wherein determination of the one or more network parameters leading to the customer satisfaction score being below the threshold comprises:
storing, to a network optimizer database, data that relates a plurality of customer satisfaction scores, one or more service types, the specific services provided by specific third party providers and one or more combinations of network parameters;
selecting records of the network optimizer database related to the received service type and the specific services provided by specific third party providers that are related to a customer satisfaction score that is above the threshold;
comparing network parameters of the selected records with the received network parameter information to identify network parameter differences between one or more network parameters defined in the network parameter information and the network parameters specified in the selected records; and
determining that the network parameter differences lead to the customer satisfaction score being below the threshold.

6. The method according to claim 1 , wherein a service type corresponds to at least one of: a video streaming type of service and a web browsing type of service.

7. The method according to claim 1 , wherein the network parameter information defines one or more of: a cell name, a manufacturer of network equipment, a model of network equipment, a service provider associated with the network equipment model, an amount of memory required by the network equipment, and a computational power of the network equipment.

8. The method according to claim 1 , further comprising generating, by a customer satisfaction visualizer, a map that illustrates customer satisfaction scores associated with different geographic regions.

9. A system for optimizing network parameters of a network, the system comprising:
a network probe in communication with the network configured to receive a service type, key performance indicators associated with the service type, and network parameter information of the network;
a database that includes a customer engagement model that relates a customer experience to different combinations of service types, specific services provided by specific third party providers associated with the services types, and key performance indicator values, the data being based on feedback provided by customers when utilizing each of the different combinations of service types and specific services provided by specific third party providers associated with the services types with key performance indicators set to predetermined values;
a score generator configured to determine, based at least in part on the customer engagement model, a customer satisfaction score associated with the service type the specific services provided by specific third party providers and the associated key performance indicators;
a root-cause analyzer configured to determine, from the network parameter information, one or more network parameters leading to the customer satisfaction score being below the threshold when the customer satisfaction score is determined to be below a threshold; and
a network optimizer in communication with a network configurator configured to communicate instructions for adjusting the one or more of the network parameters to thereby increase the customer satisfaction score.

10. The system according to claim 9 , wherein in generating the model, the system is configured to;
generate a plurality of network test cases, in which each test case specifies network parameters that include a network speed and a network latency;
consecutively set test bed network parameters of a test bed network to the network parameters of each network test case;
for each test case, select a plurality of service types;
for each service type:
communicate, via the test bed network, content of the service type from a server to one or more customers;
adjust a plurality of key performance indicators associated with the content; and
receive, from the one or more customers, a customer satisfaction score that defines a quality of the content as perceived by the user.

11. The system according to claim 10 , wherein after the customer satisfaction scores associated with the plurality network test cases, the plurality of service types, the specific services provided by specific third party providers and the plurality of key performance indicators have been received, the score generator determines a subset of key performance indicators having a highest correlation to the customer satisfaction score.

12. The system according to claim 9 , wherein in determining the one or more network parameters leading to the customer sa

Assignees

• Accenture Global Services Ltd

Inventors

• Martone Pietro
• Procaccioli Emanuele
• Ostwal Sushil Magan

Classifications

• H04W24/02 Primary

  Arrangements for optimising operational condition · CPC title

• H04W24/06

  Testing, {supervising or monitoring} using simulated traffic · CPC title

• H04L43/0852

  Delays · CPC title

• H04L43/16

  Threshold monitoring · CPC title

• H04L41/0631

  using root cause analysis; using analysis of correlation between notifications, alarms or events based on decision criteria, e.g. hierarchy, tree or time analysis · CPC title