At&t Intellectual Property I, LP

University of California

At&t Mobility Ii LLC

Purdue Research Foundation

Amit Kumar Sheoran

Matthew Osinski

Jia Wang

Xiaofeng Shi

Chen Qian

Zihui Ge

Hendrik Hofman

Anthony Caracciolo

Sonia Fahmy

Chandra Thompson

Benjamin Grizzle

Eric Bonitz

Chunyi Peng

Bruno Ribeiro

Aspects of the subject disclosure may include, for example, receiving, from a machine learning model, information about an event causing a service degradation in a cellular network, wherein the event is external to the cellular network, determining one or more event categories associated with the event causing the service degradation, determining, based on the one or more event categories, likely affected customers, the likely affected customers being likely to experience the service degradation, determining, by the machine learning model, proper resources for resolution of the service degradation, wherein the determining proper resources is based on the one or more event categories, and dispatching the proper resources for resolution of the service degradation. Other embodiments are disclosed.

Automated AI/ML event management system

Aspects of the subject disclosure may include, for example, training a cell-level machine learning model to predict a likelihood of a cell site in a cellular network having service issues that impact customers of the cellular network, training a user equipment (UE) level machine learning model using output information from the cell-level machine learning model and historical information about UE-level performance metrics, receiving, from a customer associated with a UE device operating on the cellular network, information about a service degradation experienced by the customer on the UE device, providing the information about the service degradation to the UE-level machine learning model; and receiving, from the UE-level machine learning model, information identifying a source of the service degradation. Other embodiments are disclosed.

Automatic troubleshooting system for user-level performance degradation in cellular services

Aspects of the subject disclosure may include, for example, automatically detecting a service issue of a telecommunication system that may impact a customer of a telecommunication service provider of the telecommunication system, predicting, by the processing system, a future customer care interaction by the customer as a result of the service issue, initiating a resolution action of the telecommunication system for the service issue before the customer contacts a customer care agent of the telecommunication service provider, wherein the initiating is responsive to the predicting the future customer care interaction and modifying a component of the telecommunication system to improve efficiency of operation of the telecommunication system by reducing a number of customer care contacts by customers of the telecommunication service provider. Other embodiments are disclosed.

Proactive customer care in a communication system

Growing community of inventors

Raritan, NJ, United States of America

Amit Kumar Sheoran