Big data-empowered system for automatic trouble ticket generation in IoT networks
David Palacios, Cesar Morillas, Manuel Garces, Pablo Tapia · 2019 IEEE 2nd 5G World Forum (5GWF) · 2019
One of the major concerns for a mobile network operator is the customer trouble ticket (TT) management, as it is directly related to the customers' satisfaction about the provided quality of service. This issue becomes specially relevant when the number of end devices being served by the cellular network increases dramatically. Such is the case of communications under the Internet of Things (IoT) paradigm. In this case, a traditional approach for TT management appears as insufficient and novel mechanisms for TT management need to be devised. This work proposes a big data-empowered framework for automatic TT generation, showing its capability to deal with such amount of data. Results in a live network providing IoT communication show that the proposed framework was able to identify the network anomalies that were identified following a traditional approach as well as many others that remained hidden under that approach.