Striding to Premium HBB Experience Operations Through Huawei "A-PRIME"

Precise marketing insight is helpful to revenue growth and helps marketing departments collect network KPIs, home network topology data, and Wi-Fi coverage information to form more comprehensive labels. The message pop-up function guides end users in optimizing their networks or upgrading their packages when they experience poor network quality. Precise requirement matching and convenient service touchpoints make user experience-centric marketing efforts more efficient, resulting in a 90% reduction in the cost of successful marketing and a two-fold success rate.

Reliable deployment quality is a professional tool for acceptance and enables field engineers to perform standard acceptance tests based on quantitative acceptance criteria. We have developed a field service app that enables field engineers to perform one-stop acceptance on over 20 check items, including the connection medium, network topology, and number of connected STAs. Field engineers can also perform acceptance tests covering multiple dimensions, such as the rate, roaming, and coverage. To further improve the deployment quality, we have also introduced a cloud-based Wi-Fi optimization function that automatically optimizes the connection of each newly connected STA. Onsite and cloud-based optimizations digitalize and standardize installation and acceptance, reducing complaints from new subscribers by more than 40%.

Instant troubleshooting is an efficient tool for call centers to automatically locate 35 common root causes of network issues related to frame freezing, disconnection, and slow performance on a web GUI and resolve common issues within 60 seconds. It also helps call centers to locate challenging issues like intermittent video freezing. This way, the home visit rate is reduced by more than 30%, and the average troubleshooting time required is shortened from hours to minutes, significantly improving troubleshooting efficiency.

Measurable customer experience is the key to high user loyalty. We offer an HBB CEI model to help network departments proactively measure HBB user experience. By using three-dimensional big data collection and poor-QoE event detection algorithms, the HBB CEI model enables carriers to proactively measure HBB user experience in terms of network rate, coverage, latency, interference, security, and roaming, and assign scores to network-wide subscribers in a quantitative manner. Carriers rectify poor-QoE issues or promote package upgrade based on the experience reports before users file complaints, effectively reducing the churn rate.

Easy self-service is a smart tool for self-service O&M and enables end users to perform O&M using a mobile app. For example, the quick optimization function pushes a network quality check report to users' phones when they connect to their home Wi-Fi. The users can optimize the network based on the report. With the help of scenario-based intelligent service interaction, users enjoy high-quality, immersive experiences and have a heightened sense of loyalty.

Access experience digitalized foundation is the cornerstone for realizing the preceding customer values and incorporates cutting-edge technologies, such as all-scenario ONT management, collecting 30+ million data records per minute, and spatiotemporal correlation algorithms for network KPIs and CEIs. It digitalizes the physical world with the digital twin technology and is compatible with ONTs in diverse scenarios. This solution enables carriers to continuously deliver a premium HBB experience to users.