Home network assistant: Towards better diagnostics and increased customer satisfaction

The growing complexity of home networks due to the proliferation of devices, services and connectivity technologies lead to an increase of the potential sources of problems, ranging from simple software bugs and connectivity disruptions, to the trickier issues of periodic service degradations. For ISPs (Internet Service Providers), handling quickly, simply, and efficiently troubleshooting operations is becoming a priority for call centers costs reduction and delivering value-added services to customers. In this paper, we present a home network management tool named Home Network Assistant (HNA) which is based on several software modules. It allows to simplify user experience through enhanced diagnostics for self-care, social care and customer care. We implemented our solution on a real testbed to show its efficiency and feasibility.