Various arrangements for performing cellular network testing are presented herein. A test environment can be created for a production cellular network. A test can be defined for the cellular network within the testing environment then performed. An issue can be logged using a ticket logging system that indicates that a performance metric of the cellular network within the test environment was not met. The issue and the test environment are analyzed to identify a component responsible for the performance metric not being met. Access to a record defining the issue is provided to an external entity that is mapped to the component. The cellular network as implemented in the test environment can then be modified.

Various arrangements for performing cellular network testing are presented herein. A test environment can be created for a production cellular network. A test can be defined for the cellular network within the testing environment then performed. An issue can be logged using a ticket logging system that indicates that a performance metric of the cellular network within the test environment was not met. The issue and the test environment are analyzed to identify a component responsible for the performance metric not being met. Access to a record defining the issue is provided to an external entity that is mapped to the component. The cellular network as implemented in the test environment can then be modified.

In various example embodiments, a system and method for a proactive customer support system are provided. In some example embodiments, outgoing communications from an application server to a client device are monitored for error messages, outgoing error messages are detected, an error type for an error message is determined, an issue ticket including the error message and the error type is generated, and instructions are transmitted that cause a customer service device to display the issue ticket. In some example embodiments, the system additionally assigns a priority score and ranks open error tickets based on their respective error messages. In some example embodiments, the system provides a help message to the client device based on the error message, receives an information request from the client device, determines a reply message based on the information request, and transmits instructions to the client device to display the reply message.

In various example embodiments, a system and method for a proactive customer support system are provided. In some example embodiments, outgoing communications from an application server to a client device are monitored for error messages, outgoing error messages are detected, an error type for an error message is determined, an issue ticket including the error message and the error type is generated, and instructions are transmitted that cause a customer service device to display the issue ticket. In some example embodiments, the system additionally assigns a priority score and ranks open error tickets based on their respective error messages. In some example embodiments, the system provides a help message to the client device based on the error message, receives an information request from the client device, determines a reply message based on the information request, and transmits instructions to the client device to display the reply message.

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.

In one example, one or more devices monitor one or more data feeds from one or more sources of updates regarding networking impact related events for an indication that one or more networking impact related events are occurring or will occur. Based on the one or more data feeds, the device(s) determine that a networking impact related event of the one or more networking impact related events is occurring or will occur in a geographic region. In response to determining that the networking impact related event is occurring or will occur in the geographic region, the device(s) automatically identify one or more target adjustments to a network and/or to one or more services provided over the network. The device(s) implement the one or more target adjustments to the network and/or to the one or more services provided over the network.

Systems and methods include receiving alarms from a network; utilizing a machine learning model to classify the alarms as one of important and non-important; and displaying the important alarms and suppressing display of the non-important alarms. The systems and methods can further include training the machine learning model with historical alarm data that includes features related to an associated device and comments related to how a Network Operations Center (NOC) handles an associated alarm or group of alarms. The training can be via supervised machine learning with the features used as labels or via reinforcement learning with the features used as a reward.

A method is provided for providing mobile device support services. The method may include monitoring a mobile device status. The method may additionally include performing device diagnostics based at least in part on captured deice status data to identify potential faults that may affect mobile device functionality. A corresponding system, apparatus, and computer program product are also provided.

The present invention allows a user to review the routing of various communications. The system receives incoming communications for analysis by a smart routing engine (SRE) software module. The SRE module analyzes the communication at various system routing points, which is used by SRE to route the communication to an appropriate party. The SRE updates a routing log at each point to ensure a record of the reasons for routing the communication in a certain way. The routing log passes with the communication. This ensures that the ultimate recipient of the communication understands why they have received the communication and reduces the time required for a communication to be acted upon.

The present invention allows a user to review the routing of various communications. The system receives incoming communications for analysis by a smart routing engine (SRE) software module. The SRE module analyzes the communication at various system routing points, which is used by SRE to route the communication to an appropriate party. The SRE updates a routing log at each point to ensure a record of the reasons for routing the communication in a certain way. The routing log passes with the communication. This ensures that the ultimate recipient of the communication understands why they have received the communication and reduces the time required for a communication to be acted upon.