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CONEXT
2010
ACM

NEVERMIND, the problem is already fixed: proactively detecting and troubleshooting customer DSL problems

13 years 1 months ago
NEVERMIND, the problem is already fixed: proactively detecting and troubleshooting customer DSL problems
Traditional DSL troubleshooting solutions are reactive, relying mainly on customers to report problems, and tend to be labor-intensive, time consuming, prone to incorrect resolutions and overall can contribute to increased customer dissatisfaction. In this paper, we propose a proactive approach to facilitate troubleshooting customer edge problems and reducing customer tickets. Our system consists of: i) a ticket predictor which predicts future customer tickets; and ii) a trouble locator which helps technicians accelerate the troubleshooting process during field dispatches. Both components infer future tickets and trouble locations based on existing sparse line measurements, and the inference models are constructed automatically using supervised machine learning techniques. We propose several novel techniques to address the operational constraints in DSL networks and to enhance the accuracy of NEVERMIND. Extensive evaluations using an entire year worth of customer tickets and measureme...
Yu Jin, Nick G. Duffield, Alexandre Gerber, Patric
Added 10 Feb 2011
Updated 10 Feb 2011
Type Journal
Year 2010
Where CONEXT
Authors Yu Jin, Nick G. Duffield, Alexandre Gerber, Patrick Haffner, Subhabrata Sen, Zhi-Li Zhang
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