FORM 2
THE PATENTS ACT, 1970 (39 OF 1970) & THE PATENT RULES, 2003
COMPLETE SPECIFICATION
(See section 10 and rule 13)
“METHOD AND SYSTEM FOR PROVIDING A CUSTOMER EXPERIENCE
MANAGEMENT FRAMEWORK”
We, Jio Platforms Limited, an Indian National, of Office - 101, Saffron, Nr. Centre Point, Panchwati 5 Rasta, Ambawadi, Ahmedabad - 380006, Gujarat, India.
The following specification particularly describes the invention and the manner in which it is to be performed.

METHOD AND SYSTEM FOR PROVIDING A CUSTOMER EXPERIENCE
MANAGEMENT FRAMEWORK
TECHNICAL FIELD
[0001] Embodiments of the present disclosure generally relate to network performance management systems. More particularly, embodiments of the present disclosure relate to methods and systems for providing a customer experience management framework.
BACKGROUND
[0002] The following description of the related art is intended to provide background information pertaining to the field of the disclosure. This section may include certain aspects of the art that may related to various features of the present disclosure. However, it should be appreciated that this section is used only to enhance the understanding of the reader with respect to the present disclosure, and not as admissions of the prior art.
[0003] Digital and wireless communication technologies have rapidly evolved over the past few decades, with each decade bringing significant improvements and advancements. These technologies are further backed by electronic devices that have also been improved significantly over a period of time. In the space of wireless communication technologies, the first generation of wireless communication technology was based on analog technology and offered only voice services. However, with the advent of the second generation (2G) technology, digital communication and data services became possible, and text messaging was introduced. The third generation (3G) technology marked the introduction of high-speed internet access, mobile video calling, and location-based services. Thereafter, the fourth generation (4G) technology revolutionized wireless communication with faster data speeds, better network coverage, and improved security. Currently, the fifth generation (5G) technology is being deployed, promising even faster data speeds, low latency, and the ability to connect multiple devices simultaneously. With each generation, wireless communication technology has become more advanced, sophisticated, and capable of delivering more services to its users.

[0004] Moreover, with the advancements in digital technologies, wireless communication technologies and electronic devices, there is a growing need to monitor and take proactive action on the alarms and events that are generated by devices and/or various network elements in real-time, for ensuring service assurance. However, the current assurance architecture works in a reactive mode, wherein, the Network Operations Center (NOC) team takes the necessary corrective action/s once an alarm is raised, and the corrective action/s are based on the defined SOP (Standard Operating Procedure) against each alarm.
[0005] Therefore, the existing solutions involve manual efforts and are inefficient in eradicating issues associated with the network elements. For instance, the existing solutions fail to enhance a customer experience in an event a service error is triggered, or an alarm is generated in network and devices. Further, the requirement of manual efforts in the existing solutions not only lead to an increased number of errors, but it also results in additional cost, complexity, and inefficiency.
[0006] Thus, there exists an imperative need in the art to provide a system and a method, that is effective and efficient, and which can further provide an automated customer experience management framework to overcome the limitations of the existing solutions.
SUMMARY
[0007] This section is provided to introduce certain aspects of the present disclosure in a simplified form that are further described below in the detailed description. This summary is not intended to identify the key features or the scope of the claimed subject matter.
[0008] An aspect of the present disclosure may relate to a method for providing a customer experience management framework. The method comprises identifying, by an identification unit, one or more alarms associated with at least one of a user device and a communication network, wherein the one or more alarms are generated in an event of identification of one or more service errors associated with at least one of the user device and the communication network. Further, the method comprises analyzing, by an analyzing unit, the one or more alarms, based on the one or more service errors. Further, the method comprises determining, by the analyzing unit, one or more workflows, based on the analysis of the one or more alarms, wherein the one or more workflows comprises at least one of an Auto Detection and Auto

Correction (ADAC) workflow, an Auto Detection and Auto Notification (ADAN) workflow and an Auto Detection and Manual Correction (ADMC) workflow. Further, the method comprises resolving, by a processing unit, the one or more alarms, by fixing the one or more service errors, based on at least one of the ADAC workflow, the ADAN workflow and the ADMC workflow.
[0009] In an exemplary aspect of the present disclosure, the identification of the one or more service errors comprises identification of at least one irregular trend associated with at least one of the user device and the communication network.
[0010] In an exemplary aspect of the present disclosure, the resolving, by the processing unit, of the one or more alarms based on the Auto Detection and Auto Correction (ADAC) workflow comprises detecting, by the processing unit, one or more actions to resolve the one or more alarms, and resolving, by the processing unit, the one or more alarms, by fixing the one or more service errors, based on execution of the one or more actions.
[0011] In an exemplary aspect of the present disclosure, the execution of one or more actions comprises execution of one or more digital actions on at least one of the user device and the communication network.
[0012] In an exemplary aspect of the present disclosure, the at least one of the user device and the communication network, sends an alarm clearance event, post the fixing of the one or more service errors based on at least one of the ADAC workflow, the ADAN workflow and the ADMC workflow.
[0013] In an exemplary aspect of the present disclosure, the the resolving, by the processing unit, of the one or more alarms based on the Auto Detection and Auto Notification (ADAN) workflow further comprises, generating, by the processing unit, one or more first notifications, wherein the one or more first notifications comprise, a first guided resolution to fix the one or more service errors based on the ADAN workflow. Thereafter, the resolving further comprises, sending, by a transceiver unit, the one or more first notifications to at least one of the user device and the communication network. Thereafter, the resolving further comprises, receiving, by the transceiver unit, from at least one of the user device and the communication network, a first user input in response to the one or more first notifications. Thereafter processing unit

resolves, the one or more alarms based on the first user input, and assists, via a supporting unit, in fixing the one or more service errors, in an event the first user input fails to resolve the one or more service errors.
[0014] In an exemplary aspect of the present disclosure, the resolving, by the processing unit, of the one or more alarms based on the Auto Detection and Manual Correction (ADMC) workflow further comprises generating, by the processing unit, one or more second notifications, wherein the one or more second notification comprises a second guided resolution to resolve the one or more alarms based on the ADMC workflow. Thereafter, the resolving further comprises, sending, by the transceiver unit, the one or more second notifications to at least one of the user device and the communication network. Thereafter, the resolving further comprises receiving, by the transceiver unit from at least one of the user device and the communication network, a second user input in response to the one or more second notifications. Thereafter, the resolving further comprises, identifying, by the processing unit, one of a successful resolution and an unsuccessful resolution of the one or more alarms based on the second user input, and arranging, by an arranging unit, a work order to resolve the one or more alarms in an event of the identification of the unsuccessful resolution of the one or more alarms based on the second user input.
[0015] In an exemplary aspect of the present disclosure, the second guided resolution comprises a restart of at least one of the user device and the communication network.
[0016] Another aspect of the present disclosure may relate to a system for providing a customer experience management framework. The system comprises an identification unit configured to identify one or more alarms associated with at least one of a user device and a communication network, wherein the one or more alarms are generated in an event of identification of one or more service errors associated with at least one of the user device and the communication network. Further, the system comprises an analyzing unit connected at least with the identification unit, wherein the analyzing unit is configured to analyze, the one or more alarms based on the one or more service errors, and determine, one or more workflows based on the analysis of the one or more alarms, wherein the one or more workflows comprises at least one of an Auto Detection and Auto Correction (ADAC) workflow, an Auto Detection and Auto Notification (ADAN) workflow and an Auto Detection and Manual Correction (ADMC) workflow. The system further comprises, a processing unit connected at least with the

analyzing unit, wherein the processing unit is configured to resolve the one or more alarms, by fixing the one or more service errors, based on at least one of the ADAC workflow, the ADAN workflow and the ADMC workflow.
[0017] Yet another aspect of the present disclosure may relate to a non-transitory computer readable storage medium storing instructions for providing a customer experience management framework, the instructions include executable code which, when executed by one or more units of a system, causes an identification unit of the system to identify one or more alarms associated with at least one of a user device and a communication network, wherein the one or more alarms are generated in an event of identification of one or more service errors associated with at least one of the user device and the communication network. Further, the instructions include executable code which, when executed causes an analyzing unit of the system to analyze the one or more alarms based on the one or more service errors; and to determine one or more workflows based on the analysis of the one or more alarms, wherein the one or more workflows comprises at least one of an Auto Detection and Auto Correction (ADAC) workflow, an Auto Detection and Auto Notification (ADAN) workflow and an Auto Detection and Manual Correction (ADMC) workflow. Further, the instructions include executable code which, when executed causes a processing unit of the system to resolve the one or more alarms, by fixing the one or more service errors, based on at least one of the ADAC workflow, the ADAN workflow and the ADMC workflow.
[0018] Yet another aspect of the present disclosure may relate to a user equipment (UE) for providing a customer experience management framework. The UE comprises a memory; and a processor coupled to the memory, wherein the processor is configured to: trigger an alarm, to a system, wherein the alarm is generated in an event of identification of one or more service errors associated with the UE; receive, from the system, a resolution associated with the alarm, wherein the resolution is received based on: analyzing, by the system, the one or more alarms based on the one or more service errors; determining, by the system, one or more workflows based on the analysis of the one or more alarms, wherein the one or more workflows comprises at least one of an Auto Detection and Auto Correction (ADAC) workflow, an Auto Detection and Auto Notification (ADAN) workflow and an Auto Detection and Manual Correction (ADMC) workflow; resolving, by the system, the one or more alarms, by fixing the one or more service errors, based on at least one of the ADAC workflow, the ADAN workflow and the ADMC workflow.

OBJECTS OF THE DISCLOSURE
[0019] Some of the objects of the present disclosure, which at least one embodiment disclosed herein satisfies are listed herein below.
[0020] It is an object of the present disclosure to provide a system and a method for providing a customer experience management framework.
[0021] It is another object of the present disclosure to provide a solution that can provide a flawless Customer Experience through Predictive Analysis and Proactive Resolution of all of the events generated by a network or a user device, in a span of a few milliseconds, thereby, reducing the need to obtain assistance from a service centre.
[0022] It is an object of the present disclosure to provide a solution that is able to reduce the effort spent in diagnosing, isolating, and resolving problems associated with network or a user device, by providing automation of assurance processes.
[0023] It is another object of the present disclosure to provide a solution that can provide focused use of AI/ML based technologies to identify trend that are impossible for humans to detect and fix in a timely manner. Thereby, providing a solution that is in-turn less labour intensive and help to reduce the operational cost.
[0024] It is yet another object of the present disclosure to provide a solution that can enable easy to use Self-Care features (on TV / Mobile / Laptop etc.) that may help to intuitively recognise and resolve one or more issues by self-diagnosis of the one or more issues.
BRIEF DESCRIPTION OF THE DRAWINGS
[0025] The accompanying drawings, which are incorporated herein, and constitute a part of this disclosure, illustrate exemplary embodiments of the disclosed methods and systems in which like reference numerals refer to the same parts throughout the different drawings. Components in the drawings are not necessarily to scale, emphasis instead being placed upon clearly illustrating the principles of the present disclosure. Also, the embodiments shown in the

figures are not to be construed as limiting the disclosure, but the possible variants of the method and system according to the disclosure are illustrated herein to highlight the advantages of the disclosure. It will be appreciated by those skilled in the art that disclosure of such drawings includes disclosure of electrical components or circuitry commonly used to implement such components.
[0026] FIG. 1 illustrates an exemplary block diagram of a computing device upon which the features of the present disclosure may be implemented in accordance with exemplary implementation of the present disclosure.
[0027] FIG. 2 illustrates an exemplary block diagram of a system for providing a customer experience management framework, in accordance with exemplary implementations of the present disclosure.
[0028] FIG. 3 illustrates a method flow diagram for providing a customer experience management framework in accordance with exemplary implementations of the present disclosure.
[0029] FIG. 4 illustrates an exemplary method flow diagram for providing a customer experience management framework via an Auto Detection and Auto Correction (ADAC) workflow, in accordance with exemplary implementations of the present disclosure.
[0030] FIG. 5 illustrates an exemplary method flow diagram for providing a customer experience management framework via an Auto Detection and Auto Notification (ADAN) workflow, in accordance with exemplary implementations of the present disclosure.
[0031] FIG. 6 illustrates an exemplary method flow diagram for providing a customer experience management framework via an Auto Detection and Manual Correction (ADMC) workflow, in accordance with exemplary implementations of the present disclosure.
[0032] The foregoing shall be more apparent from the following more detailed description of the disclosure.
DETAILED DESCRIPTION

[0033] In the following description, for the purposes of explanation, various specific details are set forth in order to provide a thorough understanding of embodiments of the present disclosure. It will be apparent, however, that embodiments of the present disclosure may be practiced without these specific details. Several features described hereafter may each be used independently of one another or with any combination of other features. An individual feature may not address any of the problems discussed above or might address only some of the problems discussed above.
[0034] The ensuing description provides exemplary embodiments only, and is not intended to limit the scope, applicability, or configuration of the disclosure. Rather, the ensuing description of the exemplary embodiments will provide those skilled in the art with an enabling description for implementing an exemplary embodiment. It should be understood that various changes may be made in the function and arrangement of elements without departing from the spirit and scope of the disclosure as set forth.
[0035] Specific details are given in the following description to provide a thorough understanding of the embodiments. However, it will be understood by one of ordinary skill in the art that the embodiments may be practiced without these specific details. For example, circuits, systems, processes, and other components may be shown as components in block diagram form in order not to obscure the embodiments in unnecessary detail.
[0036] Also, it is noted that individual embodiments may be described as a process which is depicted as a flowchart, a flow diagram, a data flow diagram, a structure diagram, or a block diagram. Although a flowchart may describe the operations as a sequential process, many of the operations may be performed in parallel or concurrently. In addition, the order of the operations may be re-arranged. A process is terminated when its operations are completed but could have additional steps not included in a figure.
[0037] The word “exemplary” and/or “demonstrative” is used herein to mean serving as an example, instance, or illustration. For the avoidance of doubt, the subject matter disclosed herein is not limited by such examples. In addition, any aspect or design described herein as “exemplary” and/or “demonstrative” is not necessarily to be construed as preferred or advantageous over other aspects or designs, nor is it meant to preclude equivalent exemplary

structures and techniques known to those of ordinary skill in the art. Furthermore, to the extent that the terms “includes,” “has,” “contains,” and other similar words are used in either the detailed description or the claims, such terms are intended to be inclusive—in a manner similar to the term “comprising” as an open transition word—without precluding any additional or other elements.
[0038] As used herein, a “processing unit” or “processor” or “operating processor” includes one or more processors, wherein processor refers to any logic circuitry for processing instructions. A processor may be a general-purpose processor, a special purpose processor, a conventional processor, a digital signal processor, a plurality of microprocessors, one or more microprocessors in association with a Digital Signal Processing (DSP) core, a controller, a microcontroller, Application Specific Integrated Circuits, Field Programmable Gate Array circuits, any other type of integrated circuits, etc. The processor may perform signal coding data processing, input/output processing, and/or any other functionality that enables the working of the system according to the present disclosure. More specifically, the processor or processing unit is a hardware processor.
[0039] As used herein, “a user equipment”, “a user device”, “a smart-user-device”, “a smart-device”, “an electronic device”, “a mobile device”, “a handheld device”, “a wireless communication device”, “a mobile communication device”, “a communication device” may be any electrical, electronic and/or computing device or equipment, capable of implementing the features of the present disclosure. The user equipment/device may include, but is not limited to, a mobile phone, smart phone, laptop, a general-purpose computer, desktop, personal digital assistant, tablet computer, wearable device or any other computing device which is capable of implementing the features of the present disclosure. Also, the user device may contain at least one input means configured to receive an input from unit(s) which are required to implement the features of the present disclosure.
[0040] As used herein, “storage unit” or “memory unit” refers to a machine or computer-readable medium including any mechanism for storing information in a form readable by a computer or similar machine. For example, a computer-readable medium includes read-only memory (“ROM”), random access memory (“RAM”), magnetic disk storage media, optical storage media, flash memory devices or other types of machine-accessible storage media. The

storage unit stores at least the data that may be required by one or more units of the system to perform their respective functions.
[0041] As used herein “interface” or “user interface refers to a shared boundary across which two or more separate components of a system exchange information or data. The interface may also be referred to a set of rules or protocols that define communication or interaction of one or more modules or one or more units with each other, which also includes the methods, functions, or procedures that may be called.
[0042] All modules, units, components used herein, unless explicitly excluded herein, may be software modules or hardware processors, the processors being a general-purpose processor, a special purpose processor, a conventional processor, a digital signal processor (DSP), a plurality of microprocessors, one or more microprocessors in association with a DSP core, a controller, a microcontroller, Application Specific Integrated Circuits (ASIC), Field Programmable Gate Array circuits (FPGA), any other type of integrated circuits, etc.
[0043] As used herein the transceiver unit includes at least one receiver and at least one transmitter configured respectively for receiving and transmitting data, signals, information or a combination thereof between units/components within the system and/or connected with the system.
[0044] As discussed in the background section, the current known solutions have several shortcomings, such as, the existing solutions work in a reactive mode where the Network Operations Center (NOC) team takes the necessary corrective action/s once an alarm is raised, and the corrective action/s are based on the defined SOP (Standard Operating Procedure) against each alarm. Therefore, the existing solutions involve manual efforts, which introduces certain challenges, such as a delay in assignment of an issue for a resolution based on the defined SOP, that is associated with the raised alarm. Further, the existing solutions are inefficient in terms of cost and time.
[0045] The present disclosure aims to overcome at least the above-mentioned problems in this field of technology by a providing methods and system for providing a customer experience management framework. The present disclosure provides a solution to enhance customer experience through Predictive Analysis and Proactive Resolution for all the events generated

from network and devices. The present disclosure aims to diagnose events and based on outcome of the diagnosis i.e., the analysis of the events, facilitate the resolution of the generated events, either automatically or manually. Thereby, the technology of the present disclosure reduces the need to obtain assistance from a service centre, and also reduces the associated costs and labour. Hereinafter, exemplary embodiments of the present disclosure will be described with reference to the accompanying drawings.
[0046] FIG.1 illustrates an exemplary block diagram of a computing device [100] (also referred to herein as a computer system [100]) upon which the features of the present disclosure may be implemented in accordance with exemplary implementations of the present disclosure. In an implementation, the computing device [100] may implement a method for providing a customer experience management framework, by utilising the system disclosed further herein below, in FIG. 2 of the present disclosure. In another implementation, the computing device [100] itself implements the method for providing a customer experience management framework using one or more units configured within the computing device [100], wherein, the one or more units are capable of implementing the features as disclosed in the present disclosure.
[0047] The computing device [100] may include a bus [102] or other communication mechanism for communicating information, and a hardware processor [104] coupled with bus [102] for processing information. The hardware processor [104] may be, for example, a general-purpose microprocessor. The computing device [100] may also include a main memory [106], such as a random-access memory (RAM), or other dynamic storage device, coupled to the bus [102] for storing information and instructions to be executed by the processor [104]. The main memory [106] also may be used for storing temporary variables or other intermediate information during execution of the instructions to be executed by the processor [104]. Such instructions, when stored in non-transitory storage media accessible to the processor [104], render the computing device [100] into a special-purpose machine that is customized to perform the operations specified in the instructions. The computing device [100] further includes a read only memory (ROM) [108] or other static storage device coupled to the bus [102] for storing static information and instructions for the processor [104].
[0048] A storage device [110], such as a magnetic disk, optical disk, or solid-state drive is provided and coupled to the bus [102] for storing information and instructions. The computing

device [100] may be coupled via the bus [102] to a display [112], such as a Cathode Ray Tube (CRT), Liquid Crystal Display (LCD), Light Emitting Diode (LED) display, Organic LED (OLED) display, etc. for displaying information to a computer user. An input device [114], including alphanumeric and other keys, touch screen input means, etc. may be coupled to the bus [102] for communicating information and command selections to the processor [104]. Another type of user input device may be a cursor controller [116], such as a mouse, a trackball, or cursor direction keys, for communicating direction information and command selections to the processor [104], and for controlling cursor movement on the display [112]. This input device typically has two degrees of freedom in two axes, a first axis (e.g., x) and a second axis (e.g., y), that allow the device to specify positions in a plane.
[0049] The computing device [100] may implement the techniques described herein using customized hard-wired logic, one or more ASICs or FPGAs, firmware and/or program logic which in combination with the computing device [100] causes or programs the computing device [100] to be a special-purpose machine. According to one implementation, the techniques herein are performed by the computing device [100] in response to the processor [104] executing one or more sequences of one or more instructions contained in the main memory [106]. Such instructions may be read into the main memory [106] from another storage medium, such as the storage device [110]. Execution of the sequences of instructions contained in the main memory [106] causes the processor [104] to perform the process steps described herein. In alternative implementations of the present disclosure, hard-wired circuitry may be used in place of or in combination with software instructions.
[0050] The computing device [100] may also include a communication interface [118] coupled to the bus [102]. The communication interface [118] provides a two-way data communication coupling to a network link [120] that is connected to a local network [122]. For example, the communication interface [118] may be an integrated services digital network (ISDN) card, cable modem, satellite modem, or a modem to provide a data communication connection to a corresponding type of telephone line. As another example, the communication interface [118] may be a local area network (LAN) card to provide a data communication connection to a compatible LAN. Wireless links may also be implemented. In any such implementation, the communication interface [118] sends and receives electrical, electromagnetic or optical signals that carry digital data streams representing various types of information.

[0051] The computing device [100] can send messages and receive data, including program code, through the network(s), the network link [120] and the communication interface [118]. In the Internet example, a server [130] might transmit a requested code for an application program through the Internet [128], the ISP [126], the host [124], the local network [122], and the communication interface [118]. The received code may be executed by the processor [104] as it is received, and/or stored in the storage device [110], or other non-volatile storage for later execution.
[0052] Referring to FIG.2, an exemplary block diagram of a system [200] for providing a customer experience management framework is shown, in accordance with the exemplary implementations of the present disclosure. The system [200] comprises at least one identification unit [204], at least one analyzing unit [206], at least one analysis engine [208], at least one processing unit [210], at least one storage unit [212], at least one transceiver unit [214], at least one supporting unit [216] and at least one arranging unit [218]. Also, all of the components/ units of the system [200] are assumed to be connected to each other unless otherwise indicated below. Also, in FIG. 2 only a few units are shown, however, the system [200] may comprise multiple such units or the system [200] may comprise any such numbers of said units, as required to implement the features of the present disclosure. Further, in an implementation, the system [200] may be present in a user device/ user equipment [220] to implement the features of the present disclosure. The system [200] may be a part of the user device [220]/ or may be independent of, but in communication with the user device [220] (referred herein as a UE). In another implementation, the system [200] may reside in a server or a network entity. In yet another implementation, the system [200] may reside partly in the server/ network entity and partly in the user device [220].
[0053] The system [200] is configured for providing a customer experience management framework, with the help of the interconnection between the components/units of the system [200].
[0054] Further, in accordance with the present disclosure, it is to be acknowledged that the functionality described for the various the components/units can be implemented interchangeably. While specific embodiments may disclose a particular functionality of these units for clarity, it is recognized that various configurations and combinations thereof are within the scope of the disclosure. The functionality of specific units as disclosed in the

disclosure should not be construed as limiting the scope of the present disclosure. Consequently, alternative arrangements and substitutions of units, provided they achieve the intended functionality described herein, are considered to be encompassed within the scope of the present disclosure. 5
[0055] The identification unit [204] is configured to identify, one or more alarms associated
with at least one of a user device [220] and a communication network [202], wherein the one
or more alarms are generated in an event of identification of one or more service errors
associated with at least one of the user device [220] and the communication network [202].
10 Further, the identification of the one or more service errors comprises an identification of at
least one irregular trend associated with at least one of the user device [220] and the communication network [302].
[0056] The at least one user device [220] may refer to one or more computing units which may
15 include smartphones, tablets, laptops, and similar known in the art. Further, the communication
network [202] may refer to a server/ network entity.
[0057] The one or more alarms, as described herein, may be triggered in an event the
identification unit [204] identifies one or more service errors. Herein, the one or more service
20 errors may occur due to the identification of one or more outcomes that may occur within at
least one of the user device [220] and the communication network [202], and the one or more outcome is against a Standard Operating Procedures (SOPs) associated with at least one of the user device [220] and the communication network [202].
25 [0058] The present disclosure further encompasses that the identification unit [204] may also
be configured to identify any irregular trend in either of the user device [220] and the communication network [202], wherein the irregular trend is identified based on a comparison with the SOPs of the user device [220] and/or the communication network [202]. Further, the irregular trend in the user device [220] and/or the communication network [202] may refer to
30 a trend which may correspond to an abnormal change observed in the SOPs of the user device
[220] and/or the communication network [202] with respect to time.
[0059] Herein, the identification unit [204] identifies the irregular trend associated with at least one of the user device [220] and the communication network [202], based on a historic
15

performance report of at least one of the user device [220] and the communication network
[202], and a real-time performance analysis of least one of the user device [220] and the
communication network [202]. The one or more service errors mentioned here may correspond
to transmission errors (any type of data loss or corrupted data packets), a network latency, a
5 sudden disruption in network traffic, abnormal usage patterns, and unexpected fluctuations
within the user device [220].
[0060] Further, the analyzing unit [206] is connected at least with the identification unit [204],
wherein the analyzing unit [206] is configured to analyze, the one or more alarms based on the
10 one or more service errors, and determine, one or more workflows based on the analysis of the
one or more alarms, wherein the one or more workflows comprise at least one of an Auto Detection and Auto Correction (ADAC) workflow, an Auto Detection and Auto Notification (ADAN) workflow and an Auto Detection and Manual Correction (ADMC) workflow.
15 [0061] Post identification of the one or more service errors, the analyzing unit [206], analyzes
the one or more alarms. The analyzing unit [206], as used herein, may, in combination with the analysis engine [208], analyze the one or more alarms based on the one or more service errors. The analysis engine [208] may encompass one or more Artificial Intelligence (AI) modules, or one or more Machine Learning (ML) modules for analysing the one or more alarms based on
20 the one or more service errors. The analysis engine [208] may identify the reason for the one
more alarms, which are associated with the one or more service errors based on the analysis of the one or more alarms. Herein, the analysis of the one or more alarms may be performed to detect at least one irregularity in trend that may cause the one or more service errors associated with at least one of the user device [220] and the communication network [202]. Thereafter,
25 the analyzing unit, [206] via the analysis engine [208], selects a suitable workflow or a
combination of workflows from the ADAC workflow, the ADAN workflow, and the ADMC workflow, as may be required for fixing the one or more service errors. The fixing of the one or more service errors may encompass the correction of the identified irregular trend in the in either of the user device [220] and the communication network [202] by execution of the at
30 least one of the ADAC workflow, the ADAN workflow and the ADMC workflow.
[0062] Further, the processing unit [210] is connected at least with the analyzing unit [206], wherein the processing unit [210] is configured to resolve, the one or more alarms, by fixing the one or more service errors, based on at least one of the ADAC workflow, the ADAN
16

workflow and the ADMC workflow. Furthermore, the at least one of the user device [220] and the communication network [202], sends an alarm clearance event, post the fixing of the one or more service errors based on at least one of the ADAC workflow, the ADAN workflow and the ADMC workflow. 5
[0063] The processing unit [210] is further connected with the analysis engine [208]. Further, in an exemplary implementation of the present disclosure, the analysis engine [208], based on the identified reason associated with the one or more service errors, may transmit to the processing unit [210], one or more error notifications associated with the one or more service
10 errors. Herein, the one or more error notifications are related to the identified reason associated
with the one or more service errors. Further, the processing unit [210], based on the one or more error notifications received from the analysis engine [208], may initiate the selected one or more workflows, either automatically or in response to a manual input associated with the one or more error notification. It is to be noted that the analysis engine [208] is further linked
15 to the storage unit [212], where the storage unit [212] comprises a repository of a historic
performance report of at least one of the user device [220] and the communication network [202]. Further, the historic performance reports may comprise one or more historic resolutions for fixing the one or more service errors associated with at least one of the user device [220] and the communication network [202]. The analysis engine [208] may fetch the historic
20 performance reports from the storage unit [212], based on the one or more error notifications,
for fixing the one or more service errors. Herein, the one or more selected workflow may include any similar workflow based on the historic performance reports and/or a workflow that may be obvious to the person skilled in the art for implementing the solution as disclosed herein.
25
[0064] Post resolution of the one or more alarms by fixing the one or more service errors, at least one of the user device [220] and the communication network [202] may generate an alarm clearance event for the processing unit [210]. The alarm clearance event may indicate that the one or more alarms have been successfully resolved. It is to be noted, that the identification
30 unit [204] may be further configured to monitor at least one of the user device [220] and the
communication network [202], for a pre-defined period of time (i.e., 24 hours), after the generation of the alarm clearance event to ensure that a reoccurrence of the one or more alarms, on at least one of the user device [220] and the communication network [202], does not take place.
17

[0065] Further, it is to be noted that after the one or more service errors have been fixed, the
storage unit [212] may store the one or more error notification and the resolution associated
with the one or more service errors as a future reference for the analysis engine [208]. Herein,
5 the storing of the one or more error notification associated with the one or more service error,
by the storage unit [212], may further assist the processing unit [210] to resolve the one or more
alarms associated with the one or more service errors that may occur in future, by allowing the
analysis engine [208] to select the suitable one or more workflows for fixing the one or more
service errors, based on the stored one or more error notifications and the stored resolution
10 associated with the one or more service errors, thereby enabling the processing unit [210] to
quickly resolve the one or more alarms.
[0066] Further, to resolve the one or more alarms based on the Auto Detection and Auto
Correction (ADAC) workflow, the processing unit [210] may be further configured to detect,
15 one or more actions to resolve the one or more alarms, by fixing the one or more service errors,
based on execution of the one or more actions. Furthermore, the execution of one or more actions comprises execution of one or more digital actions on at least one of the user device [220] and the communication network [202].
20 [0067] In case the ADAC workflow is selected by the analyzing unit [206], the processing unit
[210] initiates the ADAC workflow to resolve the one or more alarms, by fixing the one or more service errors. The ADAC workflow involves the autodetection of the one or more service errors, and further involves an auto correction of the one or more service errors, which is performed by the processing unit [210]. Further, the processing unit [210] automatically
25 performs one or more actions, based on the one or more error notifications associated with the
one or more service errors, to fix the one or more service errors. Herein, the one or more actions are implemented on at least one of the user device [220] and the communication network [202] or implemented in a combination of at least one of the user device [220] and the communication network [202].
30
[0068] Further, the one or more actions mentioned herein may refer to one or more digital actions, which may be executed automatically for fixing the one or more service errors, in order resolve the one or more alarms. As used herein, the one or more digital actions may comprise
18

a step-by-step process associated with the ADAC workflow, for fixing the one or more service errors. Further, the said step-by-step process may be an automatically performed process.
[0069] For example: in an implementation of the present disclosure, the processing unit [210]
5 may detect a network congestion caused due to excessive packet loss or network latency. In
such case, the processing unit [210] may perform the one or more digital actions for reducing
the network congestion. Here, the one or more digital actions may include at least one of,
reducing a rate of data traffic that is being sent to a network element associated with the said
network congestion, or prioritizing one or more actions associated with a particular data traffic
10 which is critical, in comparison to other non-necessary data traffic, and similar actions known
in the state of the art.
[0070] Further, to resolve the one or more alarms based on the Auto Detection and Auto Notification (ADAN) workflow, the processing unit [210] is configured to generate, one or
15 more first notifications, wherein the one or more first notifications comprise, a first guided
resolution to fix the one or more service errors, based on the ADAN workflow. The processing unit [210] is further configured to send, via the transceiver unit [214], the one or more first notifications to at least one of the user device [220] and the communication network [202]. Furthermore, the processing unit [210] is configured to receive, via the transceiver unit [214],
20 from at least one of the user device [220] and the communication network [202], a first user
input in response to the one or more first notifications, and to resolve, the one or more alarms based on the first user input.
[0071] In case the ADAN workflow is selected by the analyzing unit [206], the processing unit
25 [210] initiates the ADAN workflow to resolve the one or more alarms by fixing the one or more
service errors. The ADAN workflow involves an autodetection of the one or more service
errors, and further involves generating one or more first notifications to be communicated to
an end user operating at least one of the user device [220] and the communication network
[202]. Herein, the end user may refer to a user that may be operating the user device [220] or a
30 network administrator operating the communication network [202]. Further, the one or more
first notifications comprise the first guided resolution, which is to be implemented on at least one of the user device [220] and the communication network [202] for fixing the one or more service errors. Herein, the first guided resolution may involve a step-by-step process, to be implemented for fixing the one or more service errors. As used herein, the step-by-step process
19

may involve one or more steps from the SOPs of the user device [220] and the communication network [202] to resolve the one or more service errors. Further, the first guided resolution may be sent to the end user such as a user of a user device or a network administrator, via the transceiver unit [214], in the form of the one or more first notifications. 5
[0072] For example: In an event, the processing unit [210] detects a server downtime issue due
to a malfunction in the communication network [202], the processing unit [210] may be
configured to generate the one or more first notifications comprising one or more first guided
resolution. Thereafter, the one or more first notifications are sent to the end user (preferably
10 the network administrator), via the transceiver unit [214]. Herein, the one or more first guided
resolution may involve steps for restarting the server, steps for checking for any updates, steps for installing patches within the server and/or any other steps required for the resolution, that are to be implemented by the network administrator for fixing the server downtime.
15 [0073] Thereafter, the end user may follow the step-by-step process mentioned in the first
guided resolution. Furthermore, the first user input may be associated with the step-by-step process performed by the end user, at least on one of the user device [220] and the communication network [202]. Further, the first user input is sent to the processing unit [210], via the transceiver unit [214].
20
[0074] Further, in an implementation of the ADAN workflow, the processing unit [210] assists, via the supporting unit [216], in fixing the one or more service errors, in an event the first user input fails to resolve the one or more service errors.
25 [0075] In an event, the end user fails to fix the one or more service errors, the processing unit
[210] may, via the supporting unit [216], assist the end user in fixing the one or more service errors. The supporting unit [216] may allocate an authorized personnel (such as an advisor experienced with resolving the one or more service errors) for assisting the end user in fixing the one or more service errors. The supporting unit [216] may be further configured to provide
30 the first guided resolution and the first user input to the authorized personnel, i.e., the details
of the step-by-step process followed by the end user, in order to facilitate the authorized personnel to understand the issue or complexity faced by the end user in fixing the one or more services, and accordingly, allow the authorized personnel to use a different approach or technique for fixing the one or more service errors. The authorized personnel may guide the
20

end user to follow a set of instructions within the user device [220] and/or the communication
network [202], which may assist in the resolution of the one or more service errors. Here, the
execution of the set of instructions guided by the authorized personnel may further allow the
user device [220] and/or the communication network [202] to automatically fix the one or more
5 service errors within said user device [220] and/or the communication network [202]. the
supporting unit [216] may be further configured to facilitate an interactive text conversation interface (such as personalized chatbot), which may help the end user in fixing the one or more service errors.
10 [0076] Further, to resolve the one or more alarms based on the Auto Detection and Manual
Correction (ADMC) workflow, the processing unit [210] is further configured to generate, one or more second notifications, where the one or more second notifications comprise a second guided resolution to resolve the one or more alarms based on the ADMC workflow. Furthermore, the second guided resolution comprises a restart of at least one of the user device
15 [220] and the communication network [202].
[0077] In case the ADMC workflow is selected by the analyzing unit [206], the processing unit [210] initiates the ADMC workflow to resolve the one or more alarms by fixing the one or more service errors. The ADMC workflow involves an autodetection of the one or more service
20 errors, and further involves manual correction which is to be implemented by at least one of
the end user, the administrator, or the authorized personnel for fixing the one or more service errors. In an implementation of the ADMC workflow, the processing unit [210], based on the one or more error notifications associated with the one or more service errors, firstly generates one or more second notifications, which further comprises the second guided resolution to fix
25 the one or more service errors. Herein, the second guided resolution may involve a process to
restart at least one of the user device [220] and the communication network [202], in order to fix the one or more service errors.
[0078] For example: in an implementation of the present disclosure, the case the processing
30 unit [210] detects a network latency by a specific router, then the processing unit [210] may
generate the one or more second notifications comprising the second guided resolution for the end user (preferably the network administrator and/or the authorized personnel in this case). Herein, the second guided resolution may involve instructions to restart the specific router for eliminating the detected network latency.
21

[0079] Further, in an implementation of the ADMC workflow, the processing unit [210] is
configured to send, by the transceiver unit [214], the one or more second notifications to at
least one of the user device [220] and the communication network [202], and receive, by the
5 transceiver unit [214], from at least one of the user device [220] and the communication
network [202], a second user input in response to the one or more second notifications.
[0080] Post generation of the one or more second notifications, the one or more second notifications are sent to the end user such that the one or more second notifications are sent on
10 a computing device of the administrator, via the transceiver unit [214], thereby enabling the
end user to follow the second guided resolution. Further, the second user input is generated by at least one of the user device [220] and the communication network [202], reflecting the one or more actions that are performed by the end user such the second user input to restart the specific router from the said computing device, in refence to the second guided resolution, and
15 is sent to the processing unit [210], via the transceiver unit [214].
[0081] Further, in an implementation of the ADMC workflow, the processing unit [210] is configured to identify, one of a successful resolution and an unsuccessful resolution of the one or more alarms based on the second user input, and arrange, by an arranging unit [318], a work
20 order to resolve the one or more alarms, in an event of the identification of the unsuccessful
resolution of the one or more alarms based on the second user input. Further, the successful resolution of the one or more alarms is identified in an event the one or more alarms are successfully resolved based on the second user input. Further, the unsuccessful resolution of the one or more alarms is identified in an event at least one of the one or more alarms is not
25 successfully resolved based on the second user input.
[0082] In case of the successful resolution of the one or more alarms, the processing unit [210] may be configured to receive, via the transceiver unit [214], the alarm clearance event from at least one of the user device [220] and the communication network [202]. 30
[0083] Meanwhile, in case of unsuccessful resolution, the processing unit [210] may be configured to trigger the arranging unit [218] to provide assistance to the end user in resolving the one or more alarms.
22

[0084] Further, the arranging unit [218] may be configured to generate the work order to assign
an alarm resolution expert to resolve the one or more alarms for fixing the one or more service
errors. Herein, the alarm resolution expert may refer to one or more individuals, proficient in
assisting the end user in fixing the one or more service errors within at least one of the user
5 device [220] and the communication network [202]. The work order may include the second
guided resolution and the second user input, allowing the alarm resolution expert to accordingly assist in resolving the one or more alarms.
[0085] Referring to FIG. 3, an exemplary method flow diagram [300] for providing a customer
10 experience management framework, in accordance with exemplary implementations of the
present disclosure is shown. In an implementation the method [300] is performed by the system [200]. Further, in an implementation, the system [200] may be present in a server device to implement the features of the present disclosure. Also, as shown in FIG. 3, the method [300] starts at step [302], and then proceeds to step [304]. 15
[0086] At step [304], the method [300] comprises identifying, by an identification unit [204],
one or more alarms associated with at least one of a user device [220] and a communication
network [202], wherein the one or more alarms are generated in in an event of identification of
one or more service errors associated with at least one of the user device [220] and the
20 communication network [202]. Further, the identification of the one or more service errors
comprises an identification of at least one irregular trend associated with at least one of the user device [220] and the communication network [202].
[0087] The method [300] encompasses that the identification unit [204] is connected with at
25 least one of the user device [220] and the communication network [202], wherein the at least
one user device [220] may refer to one or more computing unit such as smartphones, tablets, laptops, and other similar devices known in the art, and the communication network [202] may refer to a server/ network entity for connecting one or more user devices [220].
30 [0088] The method [300] further encompasses that, the one or more alarms mentioned here
may be triggered in an event the identification unit [204] identifies one or more service errors. The identification unit [204] may identify any irregular trend in either of the user device [220] and the communication network [202] based on a comparison with the SOPs of the user device [220] and/or the communication network [202]. Further, the irregular trend in the user device
23

[220] and/or the communication network [202] may refer to a trend which may correspond to an abnormal change observed in the SOPs of the user device [220] and/or the communication network [202] with respect to the time.
5 [0089] As used herein, the identification unit [204] identifies the irregular trend associated with
at least one of the user device [220] and the communication network [202], based on a historic
performance report of at least one of the user device [220] and the communication network
[202], and a real-time performance analysis the at least one of the user device [220] and the
communication network [202]. The one or more service errors mentioned here may correspond
10 to a transmission errors (any type of data loss or corrupted data packets), a network latency, a
sudden disruption in network traffic, abnormal usage patterns and unexpected fluctuations within the user device [220].
[0090] At step [306], the method [300] comprises analyzing, by an analyzing unit [206], the
15 one or more alarms based on the one or more service errors.
[0091] The method [300] may further comprise, analyzing, via the analyzing unit [206] connected with the identification unit [204], the one or more alarms. The analyzing unit [206], as used herein, incorporates an analysis engine [208] for analyzing the one or more alarms
20 based on the one or more service errors. The analysis engine [208] may identify the reason for
the one more alarms, which are associated with the one or more service errors, based on the analysis of the one or more alarms. Herein, the analysis of the one or more alarms may be performed to detect at least one irregularity in trend that may cause one or more service errors associated with at least one of the user device [220] and the communication network [202]
25
[0092] At step [308], the method [300] comprises determining, by the analyzing unit [206], one or more workflows based on the analysis of the one or more alarms, wherein the one or more workflows comprises at least one of an Auto Detection and Auto Correction (ADAC) workflow, an Auto Detection and Auto Notification (ADAN) workflow and an Auto Detection
30 and Manual Correction (ADMC) workflow.
[0093] The method [300] further states that, post identification of the reason for the one more alarms associated with the one or more service errors, the analyzing unit [206], via the analysis
24

engine [208] selects a suitable workflow or a combination of workflows from the ADAC workflow, the ADAN workflow, and the ADMC workflow, as may be required for fixing the one or more service errors.
5 [0094] At step [310], the method [300] comprises resolving, by a processing unit [210], the
one or more alarms, by fixing the one or more service errors, based on at least one of the ADAC
workflow, the ADAN workflow and the ADMC workflow. The method [300] may further
comprise, sending, from at least one of the user device [220] and the communication network
[202], an alarm clearance event, after the fixing of the one or more service errors based on at
10 least one of the ADAC workflow, the ADAN workflow, and the ADMC workflow.
[0095] The method [300] further encompasses that, after the selection of the one or more workflows, the processing unit [210] initiates the selected one or more workflows. Further, in an exemplary implementation of the present disclosure, the analysis engine [208], based on the
15 identified reason associated with the one or more service errors, may transmit, to the processing
unit [210], one or more error notification associated with the one or more service errors. As used herein, the one or more error notifications may be related to the identified reason associated with the one or more service errors. Further, the processing unit [210], based on the one or more error notifications received by the analysis engine [208], may initiate the selected
20 one or more workflows either automatically, or in response to a manual input associated with
the one or more error notification. It is to be noted that the analysis engine [208] is further linked to a storage unit [212], wherein the storage unit [212] may be a repository of historic performance reports of at least one of the user device [220] and the communication network [202]. Further, the historic performance reports may comprise one or more historic solutions
25 for fixing the one or more service errors associated with at least one of the user device [220]
and the communication network [202]. The analysis engine [208] may fetch the historic performance reports from the storage unit [212], based on the one or more error notification, for fixing the one or more service errors. As used herein, the one or more selected workflows may include any similar workflow based on the historic performance reports and/or a
30 workflow, that may be obvious to the person skilled in the art for implementing the solution as
disclosed herein.
[0096] After resolving the one or more alarms by fixing the one or more service errors, at least one of the user device [220] and the communication network [202] may generate an alarm
25

clearance event for the processing unit [210]. The alarm clearance event may indicate that the
one or more alarms are successfully resolved. It is to be noted, that post generation of the alarm
clearance event, the identification unit [204] may still monitor at least one of the user device
[220] and the communication network [202], for a pre-defined period of time (such as 24
5 hours), for ensuring that reoccurrence of the one or more alarms on at least one of the user
device [220] and the communication network [202] does not take place.
[0097] Further, it is to be noted that post fixing the one or more service errors, the storage unit [212] may store the one or more error notifications and the resolution(s) associated with the
10 one or more service errors as a future reference for the analysis engine [208]. Herein, the storing
of the one or more error notifications associated with the one or more service errors, by the storage unit [212], may further assist the processing unit [210] to resolve the one or more alarms associated with the one or more service errors that may occur in the future, by allowing the analysis engine [208] to select the suitable one or more workflow for fixing the one or more
15 service errors, based on the stored one or more error notifications and the stored resolution
associated with the one or more service errors, thereby enabling the processing unit [210] to quickly resolve the one or more alarms.
[0098] Thereafter, the method [300] further terminates at step [312]. 20
[0099] Referring to FIG. 4, an exemplary method [400] flow diagram for providing a customer
experience management framework via an Auto Detection and Auto Correction (ADAC)
workflow, in accordance with exemplary implementations of the present disclosure is shown.
In an implementation the method [400] is performed by the system [200] and may align with
25 the method [300]. Further, in an implementation, the system [200] may be present in a server
device to implement the features of the present disclosure. Also, as shown in FIG. 4, the method
[400] starts at step [402] and proceeds to step [404].
[0100] At step [404], the method [400] comprises detecting, by the processing unit [210], one
30 or more actions to resolve the one or more alarms.
[0101] The method [400] further encompasses that in case the selected one or more workflow is the ADAC workflow, the processing unit [210] may first detect the one or more service
26

errors along with one or more actions to be implemented by the processing unit [210] to resolve the one or more alarms by fixing the one or more service errors.
[0102] At step [406], the method [400] comprises resolving, by the processing unit [210], the
5 one or more alarms, by fixing the one or more service errors, based on execution of the one or
more actions. Furthermore, the execution of one or more actions comprises execution of one or more digital actions on at least one of the user device [220] and the communication network [202].
10 [0103] The method [400] further encompasses that the ADAC workflow may involve the auto-
detection of the one or more service errors, and further involves an auto correction of the one or more service errors, wherein the auto-correction is performed by the processing unit [210]. Further, the processing unit [210] automatically performs one or more actions, based on the one or more error notification associated with the one or more service errors, to fix the one or
15 more service errors. As used herein, the one or more actions are implemented on at least one
of the user device [220] and the communication network [202] or implemented in a combination of the user device [220] and the communication network [202].
[0104] Further, the one or more actions mentioned herein may refer to one or more digital
20 actions, which may be executed automatically for fixing the one or more service errors, in order
resolve the one or more alarms. Herein the one or more digital actions may comprise a step-by-step process associated with the ADAC workflow, for fixing the one or more service errors. Further, said step-by-step process may be an automatically performed process or a manually performed process in order to fix the one or more service errors. 25
[0105] For example: in an implementation of the present disclosure, the processing unit [210]
may detect a high lag within the user device [220] due to a high utilization of memory of the
user device [220] towards a resource intensive process/ application. Thereafter, the processing
unit [210] may perform the one or more digital actions to eliminate or lower the lag within the
30 user device by executing one or more digital actions, such as pausing or closing the resource
intensive process/ application for a predefined period of time. Here the one or more digital actions may also include: reducing the output quality of the resource of another application/resource such as to allow a smooth execution of the resource-intensive process/ application.
27

[0106] The method [400] further terminates at step [408].
[0107] Referring to FIG. 5, an exemplary method [500] flow diagram for providing a customer
5 experience management framework via an Auto Detection and Auto Notification (ADAN)
workflow, in accordance with exemplary implementations of the present disclosure is shown.
In an implementation the method [500] is performed by the system [200] and may align with
the method [300]. Further, in an implementation, the system [200] may be present in a server
device to implement the features of the present disclosure. Also, as shown in FIG. 5, the method
10 [500] starts at step [502] and proceeds to step [504].
[0108] At step [504], the method [500] comprises generating, by the processing unit [210], one or more first notifications, wherein the one or more first notifications comprise a first guided resolution to fix the one or more service errors based on the ADAN workflow.
15
[0109] The method [500] further encompasses, that in case the ADAN workflow is selected by the analyzing unit [206], the processing unit [210] initiates the ADAN workflow to resolve the one or more alarms by fixing the one or more service errors. The ADAN workflow involves an autodetection of the one or more service errors, and further involves generating one or more
20 first notifications to an end user operating at least one of the user device [220] and the
communication network [202]. Herein, the end user may refer to one of a user operating the user device [220] or a network administrator operating the communication network [202]. Further, the one or more first notifications may comprise the first guided resolution, which is to be implemented on at least one of the user device [220] and the communication network
25 [202] for fixing the one or more service errors. Herein, the first guided resolution may involve
a step-by-step process, to be implemented for fixing the one or more service errors. The first guided resolution may be sent to the end user such as a user of a user device or a network administrator, via the transceiver unit [214], in the form of the one or more first notifications.
30 [0110] At step [506], the method [500] comprises sending, by a transceiver unit [214], the one
or more first notifications to at least one of the user device [220] and the communication network [202].
28

[0111] The method [500] further encompasses, that post generation of the one or more first
notifications, the one or more first notifications are sent to the end user of at least one of the
user device [220] and the communication network [202], via the transceiver unit [214]. The
one or more first notifications allow the end user to follow the first guided resolution present
5 in the one or more first notifications for fixing the one or more service errors.
[0112] At step [508], the method [500] comprises receiving, by the transceiver unit [214], from at least one of the user device [220] and the communication network [202], a first user input in response to the one or more first notifications.
10
[0113] The method [500] further encompasses, generating, by at least one of a user device [220] and the communication network [202], a first user input reflecting the one or more actions that are performed by the end user in response to the first guided resolution. Thereafter, the first user input may be sent to the processing unit [210], via the transceiver unit [214].
15
[0114] At step [510], the method [500] comprises resolving, by the processing unit [210], the one or more alarms based on the first user input.
[0115] The method [500] further encompasses, that in case the processing unit [210] receives
20 a positive first user input, the event implies that the end user is successful in resolving the one
or more alarms by following the first guided resolution.
[0116] For example: In an implementation of the present disclosure, the processing unit [210] may detect a network congestion issue at the communication network [202]. Thereafter, the
25 processing unit [210] may detect that one or more routers are operating at their maximum
capacity. Further, the processing unit [210] may accordingly generate the one or more first notifications, comprising the one or more first guided resolution. Further, the one or more first notifications are sent to the end user (preferably the network administrator), via the transceiver unit [214]. As used herein, the one or more first guided resolution may involve steps of
30 checking the current traffic load on the one or more connected user devices [220], redistributing
the network load, or reconfiguring the Quality of Services (QoS) settings, which are to be implemented by the network administrator for fixing the detected network congestion.
29

[0117] In another example, in an event the processing unit [210] detects a server downtime
issue due to a malfunction in the communication network [202], the processing unit [210] may,
thereafter, generate the one or more first notifications comprising one or more first guided
resolutions, and further the one or more first notifications are sent to the end user (preferably
5 the network administrator), via the transceiver unit [214]. Herein, the one or more first guided
resolution may involve steps for restarting the server, steps for checking for any updates, steps for installing patches within the server and similar known in the art, which is to be implemented by the network administrator for fixing the server downtime.
10 [0118] At step [512], the method [500] comprises assisting the end user, via a supporting unit
[216], in fixing the one or more service errors, in an event the first user input fails to resolve the one or more service errors.
[0119] The method [500] further encompasses that in an event the processing unit [210]
15 receives a negative first user input, it implies that one or more alarms are not resolved, or the
end user failed to fix the one or more service errors. Thereafter, the processing unit [210], via
the supporting unit [216], may further assist the end user in fixing the one or more service
errors. The supporting unit [216] may allocate an authorized personnel (such as an advisor
experienced with resolving the one or more service errors) for assisting the end user in fixing
20 the one or more service errors. The supporting unit [216] may further provide the first guided
resolution and the first user input to the authorized personnel, i.e., the details of the step-by-
step process followed by the end user, in order to facilitate the authorized personnel to
understand the issue or complexity faced by the end user in fixing the one or more services,
and accordingly allow the authorized personnel to use a different approach or technique for
25 fixing the one or more service errors. The supporting unit [216] may also facilitate an
interactive text conversation interface (such as personalized chatbot), which may help the end user in fixing the one or more service errors.
[0120] Thereafter, the method [500] further terminates at step [514]. 30
[0121] Referring to FIG. 6, an exemplary method [600] flow diagram for providing a customer experience management framework via an Auto Detection and Manual Correction (ADMC) workflow, in accordance with exemplary implementations of the present disclosure is shown.
30

In an implementation the method [600] is performed by the system [200] and may align with the method [300]. Further, in an implementation, the system [200] may be present in a server device to implement the features of the present disclosure. Also, as shown in FIG. 6, the method [600] starts at step [602] and proceeds to step [604]. 5
[0122] At step [604], the method [600] comprises generating, by the processing unit [210], one
or more second notifications, wherein the one or more second notifications comprise a second
guided resolution to resolve the one or more alarms, based on the ADMC workflow. Further,
the second guided resolution may comprise a restart of at least one of the user device [220] and
10 the communication network [202].
[0123] The method [600] further encompasses that in case the ADMC workflow is selected by the analyzing unit [206], the processing unit [210] initiates the ADMC workflow to resolve the one or more alarms by fixing the one or more service errors. The ADMC workflow involves
15 an autodetection of the one or more service errors, and further involves manual correction
which is to be implemented by at least one of the end user, the administrator, or the authorized personnel for fixing the one or more service errors. In an implementation of the ADMC workflow, the processing unit [210], based on the one or more error notification associated with the one or more service errors, may first generate one or more second notifications, which
20 may further comprise the second guided resolution to fix the one or more service errors. Herein,
the second guided resolution may involve a process to restart at least one of the user device [220] and the communication network [202], in order to fix the one or more service errors.
[0124] For example: In an implementation of the present disclosure, the case the processing
25 unit [210] detects a network latency by a specific router, then the processing unit [210] may
generate the one or more second notifications comprising the second guided resolution for the
end user (preferably the network administrator and/or the authorized personnel in this case).
As used herein, the second guided resolution may involve instructions to restart the specific
router for eliminating the detected network latency. 30
[0125] At step [606], the method [600] comprises sending, by the transceiver unit [214], the
one or more second notifications to at least one of the user device [220] and the communication
network [202].
31

[0126] The method [600] further states that post generation, the one or more second notifications are sent to the end user of at least one of the user device [220] and the communication network [202], via the transceiver unit [214]. The one or more second notifications allow the end user to follow the second guided resolution present in the one or more second notifications for fixing the one or more service errors. In accordance with the present disclosure, post generation of the one or more second notifications, the one or more second notifications are sent to the end user, such that the one or more second notifications are sent on a computing device of the administrator, via the transceiver unit [214], thereby enabling the end user to follow the second guided resolution.
[0127] At step [608], the method [600] comprises receiving, by the transceiver unit [214] from at least one of the user device [220] and the communication network [202], a second user input in response to the one or more second notifications.
[0128] The method [600] further states the second user input is generated in response to the second guided resolution, performed by the end user of at least one of the user device [220] and the communication network [202], reflecting the one or more actions that are performed by the end user such the second user input to restart the specific router from said computing device, in refence to the second guided resolution and is sent to the processing unit [210] via the transceiver unit [214].
[0129] At step [610], the method [600] comprises identifying, by the processing unit [210], one of a successful resolution and an unsuccessful resolution of the one or more alarms based on the second user input.
[0130] The method [600] further encompasses that in an event the processing unit [210] receives a positive second user input, it implies that the end user is successful in resolving the one or more alarms by following the one or more second guided resolution. Conversely, in case the processing unit [210] receives a negative second user input, it implies that the end user may not be able to resolve the one or more alarms.

[0131] At step [612], the method [600] comprises arranging, by an arranging unit [218], a work order to resolve the one or more alarms in an event of the identification of the unsuccessful resolution of the one or more alarms based on the second user input.
[0132] The method [600] further states that in case in case of an unsuccessful resolution, the processing unit [210] may trigger an event at the arranging unit [218] to provide the assistance to the end user in resolving the one or more alarms. Further, based on said event, the arranging unit [218] may generate the work order to assign an alarm resolution expert to assist the end user in resolving the one or more alarms for fixing the one or more service errors. Herein, the alarm resolution expert may refer to one or more individual who may be proficient to assist the end user in fixing the one or more service errors within at least one of the user device [220] and the communication network [202]. The work order may include the second guided resolution and the second user input, allowing the alarm resolution expert to accordingly assist in resolving the one or more alarms.
[0133] Thereafter, the method [600] further terminates at step [614].
[0134] The present disclosure further discloses a non-transitory computer readable storage medium storing instructions for providing a customer experience management framework, wherein the instructions include an executable code which, when executed by one or more units of a system [200], causes an identification unit [204] of the system to identify one or more alarms associated with at least one of a user device [220] and a communication network [202], wherein the one or more alarms are generated in an event of identification of one or more service errors associated with at least one of the user device [220] and the communication network [202]. Further, the instructions include executable code which, when executed causes an analyzing unit [206] of the system to analyze the one or more alarms based on the one or more service errors; and to determine one or more workflows based on the analysis of the one or more alarms, wherein the one or more workflows comprises at least one of an Auto Detection and Auto Correction (ADAC) workflow, an Auto Detection and Auto Notification (ADAN) workflow and an Auto Detection and Manual Correction (ADMC) workflow. Further, the instructions include executable code which, when executed causes a processing unit [210] of the system to resolve the one or more alarms, by fixing the one or more service errors, based on at least one of the ADAC workflow, the ADAN workflow and the ADMC workflow.

[0135] Also, the present disclosure discloses a user equipment (UE) for providing a customer experience management framework. The UE may comprises a memory; and a processor coupled to the memory, wherein the processor is configured to: trigger an alarm, to a system [200], wherein the alarm is generated in case of one or more service errors associated with the UE; receive, from the system [200], a resolution associated with the alarm, wherein the resolution is received based on: analyzing, by the system [200], the one or more alarms based on the one or more service errors; determining, by the system [200], one or more workflows based on the analysis of the one or more alarms, wherein the one or more workflows comprise at least one of an Auto Detection and Auto Correction (ADAC) workflow, an Auto Detection and Auto Notification (ADAN) workflow and an Auto Detection and Manual Correction (ADMC) workflow; resolving, by the system [200], the one or more alarms, by fixing the one or more service errors, based on at least one of the ADAC workflow, the ADAN workflow and the ADMC workflow.
[0136] As is evident from the above, the present disclosure provides a technically advanced solution for providing a customer experience management framework. The solution of the present disclosure introduces a technically advanced method of detecting and addressing errors within user devices and communication networks. By automating assurance processes and error resolution, it reduces the need for human intervention, saving time and effort. Furthermore, it utilizes historical data and current analysis to identify trend that may go unnoticed by humans, leading to more efficient problem-solving. Ultimately, this solution offers a less labour-intensive approach, helping to lower operational costs while improving overall performance.
[0137] While considerable emphasis has been placed herein on the disclosed implementations, it will be appreciated that many implementations can be made and that many changes can be made to the implementations without departing from the principles of the present disclosure. These and other changes in the implementations of the present disclosure will be apparent to those skilled in the art, whereby it is to be understood that the foregoing descriptive matter to be implemented is illustrative and non-limiting.

We Claim:
1. A method [300] for providing a customer experience management framework, the
method [300] comprising:
- identifying, by an identification unit [204], one or more alarms associated with at least one of a user device [220] and a communication network [202], wherein the one or more alarms are generated in an event of identification of one or more service errors associated with at least one of the user device [220] and the communication network [202];
- analyzing, by an analyzing unit [206], the one or more alarms based on the one or more service errors;
- determining, by the analyzing unit [206], one or more workflows based on the analysis of the one or more alarms, wherein the one or more workflows comprises at least one of an Auto Detection and Auto Correction (ADAC) workflow, an Auto Detection and Auto Notification (ADAN) workflow and an Auto Detection and Manual Correction (ADMC) workflow; and
- resolving, by a processing unit [210], the one or more alarms, by fixing the one or more service errors, based on at least one of the ADAC workflow, the ADAN workflow and the ADMC workflow.

2. The method [300] as claimed in claim 1, wherein the identification of the one or more service errors comprises identification of at least one irregular trend associated with at least one of the user device [220] and the communication network [202].
3. The method [300] as claimed in claim 1, wherein the resolving, by the processing unit [210], of the one or more alarms based on the Auto Detection and Auto Correction (ADAC) workflow comprises:

- detecting, by the processing unit [210], one or more actions to resolve the one or more alarms; and
- resolving, by the processing unit [210], the one or more alarms, by fixing the one or more service errors, based on execution of the one or more actions.

4. The method [300] as claimed in claim 3, wherein the execution of one or more actions comprises execution of one or more digital actions on at least one of the user device [220] and the communication network [202].
5. The method [300] as claimed in claim 1, wherein, at least one of the user device [220] and the communication network [202], sends an alarm clearance event, post the fixing of the one or more service errors based on at least one of the ADAC workflow, the ADAN workflow and the ADMC workflow.
6. The method [300] as claimed in claim 1, wherein the resolving, by the processing unit [210], of the one or more alarms based on the Auto Detection and Auto Notification (ADAN) workflow comprises:

- generating, by the processing unit [210], one or more first notifications, wherein the one or more first notifications comprise, a first guided resolution to fix the one or more service errors based on the ADAN workflow;
- sending, by a transceiver unit [214], the one or more first notifications to at least one of the user device [220] and the communication network [202];
- receiving, by the transceiver unit [214], from at least one of the user device [220] and the communication network [202], a first user input in response to the one or more first notifications;
- resolving, by the processing unit [210], the one or more alarms based on the first user input; and
- assisting, via a supporting unit [216], in fixing the one or more service errors, in an event the first user input fails to resolve the one or more service errors.
7. The method [300] as claimed in claim 1, wherein the resolving, by the processing unit
[210], of the one or more alarms based on the Auto Detection and Manual Correction
(ADMC) workflow comprises:
- generating, by the processing unit [210], one or more second notifications, wherein the one or more second notifications comprises a second guided resolution to resolve the one or more alarms based on the ADMC workflow;
- sending, by a transceiver unit [214], the one or more second notifications to at least one of the user device [220] and the communication network [202];

- receiving, by the transceiver unit [214] from at least one of the user device [220] and the communication network [202], a second user input in response to the one or more second notifications;
- identifying, by the processing unit [210], one of a successful resolution and an unsuccessful resolution of the one or more alarms based on the second user input; and
- arranging, by an arranging unit [318], a work order to resolve the one or more alarms in an event of the identification of the unsuccessful resolution of the one or more alarms based on the second user input.

8. The method [300] as claimed in claim 7, wherein the second guided resolution comprises a restart of at least one of the user device [220] and the communication network [202].
9. A system [200] for providing a customer experience management framework, the system [200] comprising:

- an identification unit [204] configured to identify one or more alarms associated with at least one of a user device [220] and a communication network [202], wherein the one or more alarms are generated in an event of identification of one or more service errors associated with at least one of the user device [220] and the communication network [202];
- an analyzing unit [206] connected at least with the identification unit [204], wherein the analyzing unit [206] configured to:

• analyze, the one or more alarms based on the one or more service errors, and
• determine, one or more workflows based on the analysis of the one or more alarms, wherein the one or more workflows comprises at least one of an Auto Detection and Auto Correction (ADAC) workflow, an Auto Detection and Auto Notification (ADAN) workflow and an Auto Detection and Manual Correction (ADMC) workflow; and
- a processing unit [210] connected at least with the analyzing unit [206], wherein the
processing unit [210] is configured to resolve, the one or more alarms, by fixing the

one or more service errors, based on at least one of the ADAC workflow, the ADAN workflow and the ADMC workflow.
10. The system [200] as claimed in claim 9, wherein the identification of the one or more service errors comprise an identification of at least one irregular trend associated with at least one of the user device [220] and the communication network [202].
11. The system [200] as claimed in claim 9, wherein to resolve the one or more alarms based on the Auto Detection and Auto Correction (ADAC) workflow, the processing unit [210] is further configured to:

- detect, one or more actions to resolve the one or more alarms, and
- resolve, the one or more alarms, by fixing the one or more service errors, based on execution of the one or more actions.

12. The system [200] as claimed in claim 11, wherein the execution of one or more actions comprises execution of one or more digital actions on at least one of the user device [220] and the communication network [202].
13. The system [200] as claimed in claim 9, wherein, at least one of the user device [220] and the communication network [202], sends an alarm clearance event, post the fixing of the one or more service errors based on at least one of the ADAC workflow, the ADAN workflow and the ADMC workflow.
14. The system [200] as claimed in claim 9, wherein to resolve the one or more alarms based on the Auto Detection and Auto Notification (ADAN) workflow the processing unit [210] is further configured to:

- generate, one or more first notifications, wherein the one or more first notification comprises a first guided resolution to fix the one or more service errors, based on the ADAN workflow,
- send, via a transceiver unit [214], the one or more first notifications to at least one of the user device [220] and the communication network [202],

- receive, via the transceiver unit [214], from at least one of the user device [220] and the communication network [202], a first user input in response to the one or more first notifications,
- resolve, the one or more alarms based on the first user input, and
- assist, via a supporting unit [216], in fixing the one or more service errors, in an event the first user input fails to resolve the one or more service errors.
15. The system [200] as claimed in claim 9, wherein to resolve the one or more alarms
based on the Auto Detection and Manual Correction (ADMC) workflow the processing
unit [210] is further configured to:
- generate, one or more second notifications, where the one or more second notification comprises a second guided resolution to resolve the one or more alarms based on the ADMC workflow,
- send, by a transceiver unit [214], the one or more second notifications to at least one of the user device [220] and the communication network [202],
- receive, by the transceiver unit [214], from at least one of the user device [220] and the communication network [202], a second user input in response to the one or more second notifications,
- identify, one of a successful resolution and an unsuccessful resolution of the one or more alarms based on the second user input, and
- arrange, by an arranging unit [318], a work order to resolve the one or more alarms, in an event of the identification of the unsuccessful resolution of the one or more alarms based on the second user input.

16. The system [200] as claimed in claim 15, wherein the second guided resolution comprises a restart of at least one of the user device [220] and the communication network [202].
17. A user equipment (UE) for providing a customer experience management framework comprising:
a memory; and
a processor coupled to the memory, wherein the processor is configured to:

trigger an alarm, to a system [200], wherein the alarm is generated in an event of identification of one or more service errors associated with the UE;
receive, from the system [200], a resolution associated with the alarm, wherein the resolution is received based on:
analyzing, by the system [200], the one or more alarms based on the one or more service errors,
determining, by the system [200], one or more workflows based on the analysis of the one or more alarms, wherein the one or more workflows comprises at least one of an Auto Detection and Auto Correction (ADAC) workflow, an Auto Detection and Auto Notification (ADAN) workflow and an Auto Detection and Manual Correction (ADMC) workflow, and
resolving, by the system [200], the one or more alarms, by fixing the one or more service errors, based on at least one of the ADAC workflow, the ADAN workflow and the ADMC workflow.