Towards "Guardian Angels" and Improved Mobile User Experience

Today's mobile users expect high-quality experience which involves both high quality services as well as high service availability. It may take only a few bad service experiences such as dropped calls, unavailable navigation service, or delayed emails, to cause a mobile customer to consider switching service providers. Although great progress has been made in the radio communication and operations optimization as well as in the customer services areas, there are some hard technical problems yet to be solved to offer a personalized quality of service assurance across both the basic phone service and advanced applications. Our position as a major telecommunication software provider has given us great insight into these issues and in this paper we present the theoretical and architectural details of two interrelated approaches that could provide feasible means for improved quality of mobile user experience through intelligent device and network-resident software components. For the end user it will seem as though a "guardian angel" is on her shoulder describing, predicting and explaining disruptive events.