Search

EP-4740375-A1 - METHOD AND SYSTEM FOR PROVIDING A CUSTOMER EXPERIENCE MANAGEMENT FRAMEWORK

EP4740375A1EP 4740375 A1EP4740375 A1EP 4740375A1EP-4740375-A1

Abstract

The present disclosure relates to a method [300] and a system [200] for providing a customer experience management framework The method comprising, identifying, via an identification unit [204], alarms that are associated with one of a user device [220] and a communication network [202], wherein the alarms are generated in case of any identified service errors associated with the user device [220] or the communication network [202]. The method further comprises, analyzing, via an analysis unit [206], the one or more alarms and thereafter, determining, one or more workflows that are required to fix the identified service errors. Thereafter, resolving the one or more alarms, via a processing unit [210], by fixing the associated service errors, the resolution process based on at least one of an ADAC workflow, an ADAN workflow and an ADMC workflow.

Inventors

  • Jha, Shailesh
  • BHATNAGAR, AAYUSH
  • KHETARPAL, Deepika

Assignees

  • Jio Platforms Limited

Dates

Publication Date
20260513
Application Date
20240627

Claims (18)

  1. 1. A method [300] for providing a customer experience management framework, the method [300] comprising: identifying, by an identification unit [204], one or more alarms associated with at least one of a user device [220] and a communication network [202], wherein the one or more alarms are generated in an event of identification of one or more service errors associated with at least one of the user device [220] and the communication network [202]; analyzing, by an analyzing unit [206], the one or more alarms based on the one or more service errors; determining, by the analyzing unit [206], one or more workflows based on the analysis of the one or more alarms, wherein the one or more workflows comprises at least one of an Auto Detection and Auto Correction (ADAC) workflow, an Auto Detection and Auto Notification (ADAN) workflow and an Auto Detection and Manual Correction (ADMC) workflow; and resolving, by a processing unit [210], the one or more alarms, by fixing the one or more service errors, based on at least one of the ADAC workflow, the ADAN workflow and the ADMC workflow.
  2. 2. The method [300] as claimed in claim 1, wherein the identification of the one or more service errors comprises identification of at least one irregular trend associated with at least one of the user device [220] and the communication network [202],
  3. 3. The method [300] as claimed in claim 1, wherein the resolving, by the processing unit [210], of the one or more alarms based on the Auto Detection and Auto Correction (ADAC) workflow comprises: detecting, by the processing unit [210], one or more actions to resolve the one or more alarms; and resolving, by the processing unit [210], the one or more alarms, by fixing the one or more service errors, based on execution of the one or more actions.
  4. 4. The method [300] as claimed in claim 3, wherein the execution of one or more actions comprises execution of one or more digital actions on at least one of the user device [220] and the communication network [202],
  5. 5. The method [300] as claimed in claim 1, wherein, at least one of the user device [220] and the communication network [202], sends an alarm clearance event, post the fixing of the one or more service errors based on at least one of the ADAC workflow, the ADAN workflow and the ADMC workflow.
  6. 6. The method [300] as claimed in claim 1, wherein the resolving, by the processing unit [210], of the one or more alarms based on the Auto Detection and Auto Notification (ADAN) workflow comprises: generating, by the processing unit [210], one or more first notifications, wherein the one or more first notifications comprise, a first guided resolution to fix the one or more service errors based on the ADAN workflow; sending, by a transceiver unit [214], the one or more first notifications to at least one of the user device [220] and the communication network [202]; receiving, by the transceiver unit [214], from at least one of the user device [220] and the communication network [202], a first user input in response to the one or more first notifications; resolving, by the processing unit [210], the one or more alarms based on the first user input; and assisting, via a supporting unit [216], in fixing the one or more service errors, in an event the first user input fails to resolve the one or more service errors.
  7. 7. The method [300] as claimed in claim 1, wherein the resolving, by the processing unit [210], of the one or more alarms based on the Auto Detection and Manual Correction (ADMC) workflow comprises: generating, by the processing unit [210], one or more second notifications, wherein the one or more second notifications comprises a second guided resolution to resolve the one or more alarms based on the ADMC workflow; sending, by a transceiver unit [214], the one or more second notifications to at least one of the user device [220] and the communication network [202]; receiving, by the transceiver unit [214] from at least one of the user device [220] and the communication network [202], a second user input in response to the one or more second notifications; identifying, by the processing unit [210], one of a successful resolution and an unsuccessful resolution of the one or more alarms based on the second user input; and arranging, by an arranging unit [318], a work order to resolve the one or more alarms in an event of the identification of the unsuccessful resolution of the one or more alarms based on the second user input.
  8. 8. The method [300] as claimed in claim 7, wherein the second guided resolution comprises a restart of at least one of the user device [220] and the communication network [202],
  9. 9. A system [200] for providing a customer experience management framework, the system [200] comprising: an identification unit [204] configured to identify one or more alarms associated with at least one of a user device [220] and a communication network [202], wherein the one or more alarms are generated in an event of identification of one or more service errors associated with at least one of the user device [220] and the communication network [202]; an analyzing unit [206] connected at least with the identification unit [204], wherein the analyzing unit [206] configured to: • analyze, the one or more alarms based on the one or more service errors, and • determine, one or more workflows based on the analysis of the one or more alarms, wherein the one or more workflows comprises at least one of an Auto Detection and Auto Correction (ADAC) workflow, an Auto Detection and Auto Notification (ADAN) workflow and an Auto Detection and Manual Correction (ADMC) workflow; and a processing unit [210] connected at least with the analyzing unit [206], wherein the processing unit [210] is configured to resolve, the one or more alarms, by fixing the one or more service errors, based on at least one of the ADAC workflow, the ADAN workflow and the ADMC workflow.
  10. 10. The system [200] as claimed in claim 9, wherein the identification of the one or more service errors comprise an identification of at least one irregular trend associated with at least one of the user device [220] and the communication network [202],
  11. 11. The system [200] as claimed in claim 9, wherein to resolve the one or more alarms based on the Auto Detection and Auto Correction (ADAC) workflow, the processing unit [210] is further configured to: detect, one or more actions to resolve the one or more alarms, and resolve, the one or more alarms, by fixing the one or more service errors, based on execution of the one or more actions.
  12. 12. The system [200] as claimed in claim 11, wherein the execution of one or more actions comprises execution of one or more digital actions on at least one of the user device [220] and the communication network [202],
  13. 13. The system [200] as claimed in claim 9, wherein, at least one of the user device [220] and the communication network [202], sends an alarm clearance event, post the fixing of the one or more service errors based on at least one of the ADAC workflow, the ADAN workflow and the ADMC workflow.
  14. 14. The system [200] as claimed in claim 9, wherein to resolve the one or more alarms based on the Auto Detection and Auto Notification (ADAN) workflow the processing unit [210] is further configured to: generate, one or more first notifications, wherein the one or more first notification comprises a first guided resolution to fix the one or more service errors, based on the ADAN workflow, send, via a transceiver unit [214], the one or more first notifications to at least one of the user device [220] and the communication network [202], receive, via the transceiver unit [214], from at least one of the user device [220] and the communication network [202], a first user input in response to the one or more first notifications, resolve, the one or more alarms based on the first user input, and assist, via a supporting unit [216], in fixing the one or more service errors, in an event the first user input fails to resolve the one or more service errors.
  15. 15. The system [200] as claimed in claim 9, wherein to resolve the one or more alarms based on the Auto Detection and Manual Correction (ADMC) workflow the processing unit [210] is further configured to: generate, one or more second notifications, where the one or more second notification comprises a second guided resolution to resolve the one or more alarms based on the ADMC workflow, send, by a transceiver unit [214], the one or more second notifications to at least one of the user device [220] and the communication network [202], receive, by the transceiver unit [214], from at least one of the user device [220] and the communication network [202], a second user input in response to the one or more second notifications, identify, one of a successful resolution and an unsuccessful resolution of the one or more alarms based on the second user input, and arrange, by an arranging unit [318], a work order to resolve the one or more alarms, in an event of the identification of the unsuccessful resolution of the one or more alarms based on the second user input.
  16. 16. The system [200] as claimed in claim 15, wherein the second guided resolution comprises a restart of at least one of the user device [220] and the communication network [202],
  17. 17. A user equipment (UE) for providing a customer experience management framework comprising: a memory; and a processor coupled to the memory, wherein the processor is configured to: trigger an alarm, to a system [200], wherein the alarm is generated in an event of identification of one or more service errors associated with the UE; receive, from the system [200], a resolution associated with the alarm, wherein the resolution is received based on: analyzing, by the system [200], the one or more alarms based on the one or more service errors, determining, by the system [200], one or more workflows based on the analysis of the one or more alarms, wherein the one or more workflows comprises at least one of an Auto Detection and Auto Correction (ADAC) workflow, an Auto Detection and Auto Notification (ADAN) workflow and an Auto Detection and Manual Correction (ADMC) workflow, and resolving, by the system [200], the one or more alarms, by fixing the one or more service errors, based on at least one of the ADAC workflow, the ADAN workflow and the ADMC workflow.
  18. 18. A non-transitory computer readable storage medium storing instructions for providing a customer experience management framework, the instructions including executable code, the executable code when executed by a system [200], may cause: an identification unit [204] to identify one or more alarms associated with at least one of a user device [220] and a communication network [202], wherein the one or more alarms are generated in in an event of identification of one or more service errors associated with at least one of the user device [220] and the communication network [202], an analyzing unit [206] to analyze the one or more alarms based on the one or more service errors, the analyzing unit [206] to determine one or more workflows based on the analysis of the one or more alarms, wherein the one or more workflows comprises at least one of an Auto Detection and Auto Correction (ADAC) workflow, an Auto Detection and Auto Notification (ADAN) workflow and an Auto Detection and Manual Correction (ADMC) workflow, and a processing unit [210] to resolve the one or more alarms, by fixing the one or more service errors, based on at least one of the ADAC workflow, the ADAN workflow and the ADMC workflow.

Description

METHOD AND SYSTEM FOR PROVIDING A CUSTOMER EXPERIENCE MANAGEMENT FRAMEWORK TECHNICAL FIELD [0001] Embodiments of the present disclosure generally relate to network performance management systems. More particularly, embodiments of the present disclosure relate to methods and systems for providing a customer experience management framework. BACKGROUND [0002] The following description of the related art is intended to provide background information pertaining to the field of the disclosure. This section may include certain aspects of the art that may related to various features of the present disclosure. However, it should be appreciated that this section is used only to enhance the understanding of the reader with respect to the present disclosure, and not as admissions of the prior art. [0003] Digital and wireless communication technologies have rapidly evolved over the past few decades, with each decade bringing significant improvements and advancements. These technologies are further backed by electronic devices that have also been improved significantly over a period of time. In the space of wireless communication technologies, the first generation of wireless communication technology was based on analog technology and offered only voice services. However, with the advent of the second generation (2G) technology, digital communication and data services became possible, and text messaging was introduced. The third generation (3G) technology marked the introduction of high-speed internet access, mobile video calling, and location-based services. Thereafter, the fourth generation (4G) technology revolutionized wireless communication with faster data speeds, better network coverage, and improved security. Currently, the fifth generation (5G) technology is being deployed, promising even faster data speeds, low latency, and the ability to connect multiple devices simultaneously. With each generation, wireless communication technology has become more advanced, sophisticated, and capable of delivering more services to its users. [0004] Moreover, with the advancements in digital technologies, wireless communication technologies and electronic devices, there is a growing need to monitor and take proactive action on the alarms and events that are generated by devices and/or various network elements in real- time, for ensuring service assurance. However, the current assurance architecture works in a reactive mode, wherein, the Network Operations Center (NOC) team takes the necessary corrective action/s once an alarm is raised, and the corrective action/s are based on the defined SOP (Standard Operating Procedure) against each alarm. [0005] Therefore, the existing solutions involve manual efforts and are inefficient in eradicating issues associated with the network elements. For instance, the existing solutions fail to enhance a customer experience in an event a service error is triggered, or an alarm is generated in network and devices. Further, the requirement of manual efforts in the existing solutions not only lead to an increased number of errors, but it also results in additional cost, complexity, and inefficiency. [0006] Thus, there exists an imperative need in the art to provide a system and a method, that is effective and efficient, and which can further provide an automated customer experience management framework to overcome the limitations of the existing solutions. SUMMARY [0007] This section is provided to introduce certain aspects of the present disclosure in a simplified form that are further described below in the detailed description. This summary is not intended to identify the key features or the scope of the claimed subject matter. [0008] An aspect of the present disclosure may relate to a method for providing a customer experience management framework. The method comprises identifying, by an identification unit, one or more alarms associated with at least one of a user device and a communication network, wherein the one or more alarms are generated in an event of identification of one or more service errors associated with at least one of the user device and the communication network. Further, the method comprises analyzing, by an analyzing unit, the one or more alarms, based on the one or more service errors. Further, the method comprises determining, by the analyzing unit, one or more workflows, based on the analysis of the one or more alarms, wherein the one or more workflows comprises at least one of an Auto Detection and Auto Correction (ADAC) workflow, an Auto Detection and Auto Notification (ADAN) workflow and an Auto Detection and Manual Correction (ADMC) workflow. Further, the method comprises resolving, by a processing unit, the one or more alarms, by fixing the one or more service errors, based on at least one of the ADAC workflow, the ADAN workflow and the ADMC workflow. [0009] In an exemplary aspect of the present disclosure, the identification of the one or more service errors c