Smart Prediction of the Complaint Hotspot Problem in Mobile Network

Abstract

In mobile network, a complaint hotspot problem often affects even thousands of users' service and leads to significant economic losses and bulk complaints. In this paper, we propose an approach to predict a customer complaint based on real-time user signalling data. Through analyzing the network and user sevice procedure, 30 key data fields related to user experience have been extracted in XDR data collected from the S1 interface. Furthermore, we augment these basic features with derived features for user experience evaluation, such as one-hot features, statistical features and differential features. Considering the problems of unbalanced data, we use LightGBM as our prediction model. LightGBM has strong generalization ability and was designed to handle unbalanced data. Experiments we conducted prove the effectiveness and efficiency of this proposal. This approach has been deployed for daily routine to locate the hot complaint problem scope as well as to report affected users and area.