High-accuracy and low-latency indoor place prediction for mobile users can enable a wide range of applications for domains such as assisted living and smart homes. In this paper, we propose GoPlaces, a practical indoor place prediction system that works on mobile devices without requiring any new infrastructure. GoPlaces does not rely on servers or specialized localization infrastructure, except for a single cheap off-the-shelf WiFi access point that supports ranging with Round Trip Time (RTT) protocol. GoPlaces enables personalized place naming and prediction, and it protects users’ location privacy. It fuses inertial sensor data with distances estimated using the WiFi-RTT protocol to predict the indoor places a user will visit. GoPlaces employs an attention-based BiLSTM model to detect user’s current trajectory, which is then used together with historical information stored in a prediction tree to infer user’s future places. We implemented GoPlaces in Android and evaluated it in several indoor spaces. The experimental results demonstrate prediction accuracy as high as 86%. Furthermore, they show GoPlaces is feasible in real life because it has low latency and low resource consumption on the phones.

High-accuracy and low-latency indoor place prediction for mobile users is crucial to enable applications for assisted living, emergency services, smart homes, and augmented reality. Previous studies on indoor place prediction use complex infrastructure with multiple visual/wireless anchors or multiple wireless access points. These localization techniques are difficult to deploy, may negatively impact user privacy through location tracking, and their data collection is not suitable for personalized place prediction. To solve these challenges, this paper proposes GoPlaces, a novel app that fuses inertial sensor data with WiFi-RTT estimated distances to predict the future indoor places visited by a user. GoPlaces does not require any infrastructure, except for one cheap off-the-shelf WiFi access point that supports ranging with RTT. In addition, it enables personalized place naming and prediction through its on-the-phone data collection and protects users' location privacy because user's data never leaves the phone. GoPlaces uses an attention-based bidirectional long short-term memory model to detect user's current trajectory, which is then used together with historical information stored in a prediction tree to infer user's future places. We implemented GoPlaces in Android and evaluated it in several indoor spaces. The experimental results demonstrate prediction accuracy as high as 92%, low latency, and low resource consumption on the phones.

Fine-grained location prediction on smart phones can be used to improve app/system performance. Application scenarios include video quality adaptation as a function of the 5G network quality at predicted user locations, and augmented reality apps that speed up content rendering based on predicted user locations. Such use cases require prediction error in the same range as the GPS error, and no existing works on location prediction can achieve this level of accuracy. We propose Federated Meta-Location Learning (FMLL) on smart phones for fine-grained location prediction, based on GPSt races collected on the phones. FMLL has three components: a meta-location generation module, a prediction model, and a federated learning framework. The meta-location generation module represents the user location data as relative points in an abstract 2D space, which enables learning across different physical spaces. The model fuses Bidirectional Long Short-Term Memory (BiLSTM) and Convolutional Neural Networks (CNN), where BiLSTM learns the speed and direction of the mobile users, and CNN learns information such as user movement preferences. The framework runs on the phones of the users and also on a server that coordinates learning from all users in the system. FMLL uses federated learning to protect user privacy and reduce bandwidth consumption. Our experimental results, using a dataset with over 600,000 users, demonstrate that FMLL outperforms baseline models in terms of prediction accuracy. We also demonstrate that FMLL works well in conjunction with transfer learning, which enables model reusability. Finally, benchmark results on Android phones demonstrate FMLL’s feasibility in real life.

Corporations spend billions of dollars annually caring for customers across multiple contact channels. A customer journey is the complete sequence of contacts that a given customer has with a company across multiple channels of communication. While each contact is important and contains rich information, studying customer journeys provides a better context to understand customers' behavior in order to improve customer satisfaction and loyalty, and to reduce care costs. However, journey sequences have a complex format due to the heterogeneity of user behavior: they are variable-length, multi-attribute, and exhibit a large cardinality in categories (e.g. contact reasons). The question of how to characterize and learn representations of customer journeys has not been studied in the literature. We propose to learn journey embeddings using a sequence-to-sequence framework that converts each customer journey into a fixed-length latent embedding. In order to improve the disentanglement and distributional properties of embeddings, the model is further modified by incorporating a Wasserstein autoencoder inspired regularization on the distribution of embeddings. Experiments conducted on an enterprise-scale dataset demonstrate the effectiveness of the proposed model and reveal significant improvements due to the regularization in both distinguishing journey pattern characteristics and predicting future customer engagement.

Cellular traffic prediction enables operators to adapt to traffic demand in real-time for improving network resource utilization and user experience. To predict cellular traffic, previous studies either applied Recurrent Neural Networks (RNN) at individual base stations or adapted Convolutional Neural Networks (CNN) to work at grid-cells in a geographically defined grid. These solutions do not consider explicitly the effect of handover on the spatial characteristics of the traffic, which may lead to lower prediction accuracy. Furthermore, RNN solutions are slow to train, and CNN-grid solutions do not work for cells and are difficult to apply to base stations. This paper proposes a new prediction model, STGCN-HO, that uses the transition probability matrix of the handover graph to improve traffic prediction. STGCN-HO builds a stacked residual neural network structure incorporating graph convolutions and gated linear units to capture both spatial and temporal aspects of the traffic. Unlike RNN, STGCN-HO is fast to train and simultaneously predicts traffic demand for all base stations based on the information gathered from the whole graph. Unlike CNN-grid, STGCN-HO can make predictions not only for base stations, but also for cells within base stations. Experiments using data from a large cellular network operator demonstrate that our model outperforms existing solutions in terms of prediction accuracy.

With widespread adoption and growing sophistication of mobile devices, fraudsters have turned their attention from landlines and wired networks to cellular networks. While security threats to wireless data channels and applications have attracted the most attention, voice-related fraud activities also represent a serious threat to mobile users. In particular, we have seen increasing numbers of incidents where fraudsters deploy malicious apps, e.g., disguised as gaming apps to entice users to download; when invoked, these apps automatically - and without users' knowledge - dial certain (international) phone numbers which charge exorbitantly high fees. Fraudsters also frequently utilize social engineering (e.g., SMS or email spam, Facebook postings) to trick users into dialing these exorbitant fee-charging numbers.

Effective management of large-scale cellular data networks is critical to meet customer demands and expectations. Customer calls for technical support provide direct indication as to the problems customers encounter. In this paper, we study the customer tickets - free-text recordings and classifications by customer support agents - collected at a large cellular network provider, with two inter-related goals: i) to characterize and understand the major factors which lead to customers to call and seek support; and ii) to utilize such customer tickets to help identify potential network problems. For this purpose, we develop a novel statistical approach to model customer call rates which account for customer-side factors (e.g., user tenure and handset types) and geo-locations. We show that most calls are due to customer-side factors and can be well captured by the model. Furthermore, we also demonstrate that location-specific deviations from the model provide a good indicator of potential network-side issues.