Making Sense of Customer Tickets in Cellular Networks

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Executive Summary

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, the authors 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: to characterize and understand the major factors which lead to customers to call and seek support; and to utilize such customer tickets to help identify potential network problems.

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