Real-time On-Device Troubleshooting Recommendation for Smartphones

author: Keiichi Ochiai, NTT DOCOMO, Inc.
published: March 2, 2020,   recorded: August 2019,   views: 5

Related Open Educational Resources

Related content

Report a problem or upload files

If you have found a problem with this lecture or would like to send us extra material, articles, exercises, etc., please use our ticket system to describe your request and upload the data.
Enter your e-mail into the 'Cc' field, and we will keep you updated with your request's status.
Lecture popularity: You need to login to cast your vote.


Billions of people are using smartphones everyday and they often face problems and troubles with both the hardware as well as the software. Such problems lead to frustrated users and low customer satisfaction. Developing an automatic machine learning-based solution that would detect that the user has a problem and would engage in troubleshooting has the potential to significantly improve customer satisfaction and retention. Here, we design and implement a system that based on the user’s smartphone activity detects that the user has a problem and requires help. Our system automatically detects a user has a problem and then helps with the troubleshooting by recommending possible solutions to the identified problem. We train our system based on large-scale customer support center data and show that it can both detect that a user has a problem as well as predict the category of the problem (89.7% accuracy) and quickly provide a solution (in 10.4ms). Our system has been deployed in commercial service since January, 2019. Online evaluation result showed that machine learning based approach outperforms the existing method by approximately 30% regarding the user problem solving rate.

Link this page

Would you like to put a link to this lecture on your homepage?
Go ahead! Copy the HTML snippet !

Write your own review or comment:

make sure you have javascript enabled or clear this field: