Making sense of customer tickets in cellular networks

Yu Jin, Nick Duffield, Alexandre Gerber, Patrick Haffner, Wen Ling Hsu, Guy Jacobson, Subhabrata Sen, Shobha Venkataraman, Zhi-Li Zhang

Research output: Chapter in Book/Report/Conference proceedingConference contribution

11 Scopus citations


Effective management of large-scale cellular data networks is critical to meet customer demands and expectations. Customer calls for technical support provide direct indication as to the problems customers encounter. In this paper, we study the customer tickets - free-text recordings and classifications by customer support agents - collected at a large cellular network provider, with two inter-related goals: i) to characterize and understand the major factors which lead to customers to call and seek support; and ii) to utilize such customer tickets to help identify potential network problems. For this purpose, we develop a novel statistical approach to model customer call rates which account for customer-side factors (e.g., user tenure and handset types) and geo-locations. We show that most calls are due to customer-side factors and can be well captured by the model. Furthermore, we also demonstrate that location-specific deviations from the model provide a good indicator of potential network-side issues.

Original languageEnglish (US)
Title of host publication2011 Proceedings IEEE INFOCOM
Number of pages5
StatePublished - Aug 2 2011
EventIEEE INFOCOM 2011 - Shanghai, China
Duration: Apr 10 2011Apr 15 2011

Publication series

NameProceedings - IEEE INFOCOM
ISSN (Print)0743-166X




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