Şebeke kaynaklı müşteri şikayetleri için akıllı teşhis ve çözüm sistemleri
dc.contributor.author | Kasapoğulları, T. | |
dc.contributor.author | Öneş, O. | |
dc.contributor.author | Albey, Erinç | |
dc.date.accessioned | 2016-09-18T13:10:04Z | |
dc.date.available | 2016-09-18T13:10:04Z | |
dc.date.issued | 2016 | |
dc.identifier.isbn | 978-1-5090-1679-2 | |
dc.identifier.uri | http://hdl.handle.net/10679/4447 | |
dc.identifier.uri | http://ieeexplore.ieee.org/document/7496099/ | |
dc.description | Due to copyright restrictions, the access to the full text of this article is only available via subscription. | |
dc.description.abstract | In the telecommunication sector, there exists a vast variety of protocol data (Such as ADR, IUCS, GB, IUPS, GN) produced by signaling systems. The data contains various information regarding network quality and performance. In the case of an anomaly, network surveillance experts need to overview the network key performance indicators (KPIs) to ensure sustainable high quality network services and to increase customer satisfaction. However, during the overview process, the customer based network problems can be easily overlooked. To overcome these problems by early diagnosis, customer-oriented customer quality index (CQI) sets needs to be produced. In this article a new customer oriented smart diagnosis and solution model approach is presented in the light of the customer experience information about of the customers who have faced network problems. While scoring the customer oriented data and determining the smart diagnosis, a decision tree method is applied. With the help of the provided decision support system (DSS), final CQI scores can be generated; smart diagnosis and recommendations to the call center employees can be provided; and scored customer network experience data can be transferred to the network solution teams automatically. | |
dc.language.iso | eng | en_US |
dc.publisher | IEEE | |
dc.relation.ispartof | Signal Processing and Communication Application Conference (SIU), 2016 24th | |
dc.rights | restrictedAccess | |
dc.title | Şebeke kaynaklı müşteri şikayetleri için akıllı teşhis ve çözüm sistemleri | en_US |
dc.title.alternative | Smart diagnosis and solution systems for network based customer complaints | |
dc.type | Conference paper | en_US |
dc.peerreviewed | yes | |
dc.publicationstatus | published | en_US |
dc.contributor.department | Özyeğin University | |
dc.contributor.authorID | (ORCID 0000-0001-5004-0578 & YÖK ID 144710) Albey, Erinç | |
dc.contributor.ozuauthor | Albey, Erinç | |
dc.identifier.startpage | 1753 | |
dc.identifier.endpage | 1756 | |
dc.identifier.wos | WOS:000391250900415 | |
dc.identifier.doi | 10.1109/SIU.2016.7496099 | |
dc.subject.keywords | Müşteri şikayeti teşhisi | |
dc.subject.keywords | Şebeke anahtar performans göstergeleri (KPI) | |
dc.subject.keywords | Deneyim niteliği (QoE) | |
dc.subject.keywords | Sinyal sistemleri | |
dc.subject.keywords | Veri analitiği | |
dc.subject.keywords | Karar destek sistemleri | |
dc.subject.keywords | Karar ağaçları | |
dc.identifier.scopus | SCOPUS:2-s2.0-84982791161 | |
dc.contributor.authorMale | 1 | |
dc.relation.publicationcategory | Conference Paper - International - Institutional Academic Staff |
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