Compound service performance metric framework

• US 10,230,592 B2
• Filed: 03/02/2016
• Issued: 03/12/2019
• Est. Priority Date: 03/02/2016
• Status: Active Grant

• Current Assignee: Oracle International Corporation (Oracle Corporation)
• Original Assignee: Oracle International Corporation (Oracle Corporation)
• Inventors: Scholz, Hendrik
• Primary Examiner(s): Vu, Viet D
• Application Number:
  US15/059,038
• Publication Number:
  US 20170257285A1
• Time in Patent Office: 1,105 Days
• CPC Class Codes: H04L 41/5032 Generating service level reports

Abstract

Techniques described herein include determining, maintaining, and applying compound service performance metrics, based on data metrics from a plurality of different services. Service-specific data metrics may be received from a plurality of different communication services offered by a service provider, for example, Internet service, voice service, video service, SMS service, etc. Different combinations, relationships, and weighting factors for the data metrics may be defined and stored for each compound performance metric. Compound performance metrics may be defined, including for example, compound customer sentiment metrics, compound customer value metrics, and/or compound customer resource usage metrics. In some cases, machine-learning and/or analytics may be performed using service-specific data metrics and corresponding customer actions, in order to determine correlations between particular combinations of data metrics and customer actions.

Claims

1. A system comprising:

one or more network interfaces configured to receive a data metrics from a plurality of communications service systems;

a data store configured to store the data metrics received from the plurality of communications service systems;

a processing unit comprising one or more processors; and

a non-transitory memory communicatively coupled with and readable by the processing unit and comprising a sequence of instructions which, when executed by the one or more processors, causes the one or more processors to;

receive data corresponding to one or more customer actions associated with one or more of a plurality of communication services provided by a communication services provider, wherein the received customer actions are associated with a first customer of a plurality of customers;

retrieve a plurality of data metrics for the first customer via the one or more network interfaces, the data metrics retrieved from a plurality of source applications associated with the plurality of communication services provided by the communication services provider;

execute one or more analytics processes to determine one or more correlations between the plurality of data metrics for the first customer, and the customer actions of the first customer associated with the communication services;

based on the determined correlations, identify a first subset of the plurality of data metrics for the first customer corresponding to a compound service metric, the first subset of data metrics including at least a first data metric received from a first system associated with a first communication service, and a second data metric received from a second system associated with a second communication service;

determine an associated weight value for each of the first subset of data metrics corresponding to the compound service metric for the first customer, wherein the weight values calculated for the first subset of data metrics are based on the determined correlations between the plurality of data metrics for the first customer and the customer actions of the first customer;

generate the compound service metric for the first customer, using the identified first subset of the plurality of data metrics for the first customer, and the determined associated weight value for each of the first subset of data metrics;

execute the compound service metric for the first customer to calculate a value, based on the retrieved data metrics corresponding to the first subset of data metrics associated with the first customer; and

initiate a targeted intervention via one or more of the communication services to the first customer, based on the calculated value for the compound service metric for the first customer.

2. The system of claim 1, wherein the data metrics retrieved for the first customer are retrieved from one or more data stores including a first data store configured to implement a TM Forum Information Framework (SID) standard, wherein the first data store includes a third-normal form schema, and wherein the first data store is configured to receive and integrate data metrics from the plurality of source applications corresponding to the plurality of communication services.

3. The system of claim 1, further comprising:

a network monitor device configured to monitor communication attempts and data transmissions for one or more of the communication services provided to the first customer, wherein at least one of the first subset of data metrics is based on data received from the network monitor device.

4. The system of claim 1, the non-transitory memory further comprising instructions which, when executed by the one or more processors, causes the one or more processors to:

receive, from a client device via the one or more network interfaces, user input data identifying the first subset of data metrics corresponding to the compound service metric.

5. The system of claim 1, wherein the compound service metric calculated for the first customer comprises at least one of:

a compound service customer sentiment metric based on first customer sentiment actions received from multiple of the plurality of communication services;

a compound service customer value metric based on first customer value data received from multiple of the plurality of communication services;

or

a compound service customer resource usage metric based on first customer resource usage actions received from multiple of the plurality of different communication services.

6. The system of claim 1, wherein the compound service metric for the first customer is calculated based on:

at least one data metric received from a first source application of a first computer system for a voice service provider;

at least one data metric received from a second source application of a second computer system for a video service provider; and

at least one data metric received from a third source application of a third computer system for an Internet service provider.

12. The method of claim 1, wherein the compound service metric for the first customer is calculated based on:

at least one data metric received from a first source application of a first computer system for a voice service provider;

at least one data metric received from a second source application of a second computer system for a video service provider; and

at least one data metric received from a third source application of a third computer system for an Internet service provider.

15. The system of claim 1, the non-transitory memory further comprising instructions which, when executed by the one or more processors, causes the one or more processors to:

receive additional data corresponding to customer actions with one or more of the plurality of communication services, wherein the received customer actions are associated with a second customer different from the first customer;

retrieve a plurality of data metrics for the second customer via the one or more network interfaces, the data metrics retrieved from a plurality of source applications associated with the plurality of communication services provided by the communication services provider;

execute the analytics processes to determine correlations between the plurality of data metrics for the second customer, and the customer actions of the second customer associated with the communication services;

based on the determined correlations, identify a second subset of the plurality of data metrics for the second customer corresponding to a second compound service metric, wherein the second subset of data metrics is different from the first subset of data metrics determined for the first customer.

18. The system of claim 1, wherein initiating the targeted intervention to the first customer comprises re-routing a customer service ticket associated with the first customer during a support session associated with the first customer.

7. A method comprising:

receiving, by a compound service metric generator, data corresponding to one or more customer actions associated with one or more of a plurality of communication services provided by a communication services provider, wherein the received customer actions are associated with a first customer of a plurality of customers;

retrieving, by the compound service metric generator, a plurality of data metrics for the first customer, via one or more network interfaces, the data metrics retrieved from a plurality of source applications associated with the plurality of communication services provided by the communication services;

executing, by the compound service metric generator, one or more analytics processes to determine one or more correlations between the plurality of data metrics for the first customer, and the customer actions of the first customer associated with the communication services;

based on the determined correlations, identifying, by the compound service metric generator, a first subset of the plurality of data metrics for the first customer corresponding to a compound service metric, the first subset of data metrics including at least a first data metric received from a first system associated with a first communication service, and a second data metric received from a second system associated with a second communication service;

determining, by the compound service metric generator, an associated weight value for each of the first subset of data metrics corresponding to the compound service metric for the first customer, wherein the weight values calculated for the first subset of data metrics are based on the determined correlations between the plurality of data metrics for the first customer and the customer actions of the first customer;

generating, by the compound service metric generator, the compound service metric for the first customer, using the identified first subset of the plurality of data metrics for the first customer, and the determined associated weight value for each of the first subset of data metrics

executing, by the compound service metric generator, the compound service metric for the first customer to calculate a value, based on the retrieved data metrics corresponding to the first subset of data metrics associated with the first customer; and

initiating by the compound service metric generator, a targeted intervention via one or more of the communication services to the first customer, based on the calculated value for the compound service metric for the first customer.

8. The method of claim 7, wherein the data metrics retrieved for the first customer are retrieved from one or more data stores including a first data store configured to implement a TM Forum Information Framework (SID) standard, wherein the first data store includes a third-normal form schema, and wherein the first data store is configured to receive and integrate data metrics from the plurality of source applications corresponding to the plurality of communication services.

9. The method of claim 7, wherein at least one of the plurality of data metrics retrieved for the first customer are is-received from a network monitor device configured to monitor communication attempts and data transmissions for one or more of the communication services provided to the first customer.

10. The method of claim 7, further comprising:

receiving, from a client device via the one or more network interfaces, user input data identifying the first subset of data metrics corresponding to the compound service metric.

11. The method of claim 7, wherein the compound service metric calculated for the first customer comprises at least one of:

a compound service customer sentiment metric based on first customer sentiment actions received from multiple of the plurality of communication services;

a compound service customer value metric based on first customer value data received from multiple of the plurality of communication services;

or

a compound service customer resource usage metric based on first customer resource usage actions received from multiple of the plurality of different communication services.

16. The method of claim 7, further comprising:

receiving additional data corresponding to customer actions with one or more of the plurality of communication services, wherein the received customer actions are associated with a second customer different from the first customer;

retrieving a plurality of data metrics for the second customer via the one or more network interfaces, the data metrics retrieved from a plurality of source applications associated with the plurality of communication services provided by the communication services provider;

executing the analytics processes to determine correlations between the plurality of data metrics for the second customer, and the customer actions of the second customer associated with the communication services;

based on the determined correlations, identifying a second subset of the plurality of data metrics for the second customer corresponding to a second compound service metric, wherein the second subset of data metrics is different from the first subset of data metrics determined for the first customer.

19. The method of claim 7, wherein initiating the targeted intervention to the first customer comprises re-routing a customer service ticket associated with the first customer during a support session associated with the first customer.

13. A non-transitory computer readable storage medium including instructions stored thereon which, when executed by a processor, cause the processor to:

receive data corresponding to one or more customer actions associated with one or more of a plurality of communication services provided by a communication services provider, wherein the received customer actions are associated with a first customer of a plurality of customers;

retrieve a plurality of data metrics for the first customer via one or more network interfaces, the data metrics retrieved from a plurality of source applications associated with the plurality of communication services provided by the communication services provider;

execute one or more analytics processes to determine one or more correlations between the plurality of data metrics for the first customer, and the customer actions of the first customer associated with the communication services;

based on the determined correlations, identify a first subset of the plurality of data metrics for the first customer corresponding to a compound service metric, the first subset of data metrics including at least a first data metric received from a first system associated with a first communication service, and a second data metric received from a second system associated with a second communication service;

determine an associated weight value for each of the first subset of data metrics corresponding to the compound service metric for the first customer, wherein the weight values calculated for the first subset of data metrics are based on the determined correlations between the plurality of data metrics for the first customer and the customer actions of the first customer;

generate the compound service metric for the first customer, using the identified first subset of the plurality of data metrics for the first customer, and the determined associated weight value for each of the first subset of data metrics;

execute the compound service metric for the first customer to calculate a value, based on the retrieved data metrics corresponding to the first subset of data metrics associated with the first customer; and

initiate a targeted intervention via one or more of the communication services to the first customer, based on the calculated value for the compound service metric for the first customer.

14. The computer readable storage medium of claim 13, including further instructions stored thereon which, when executed by the processor, cause the processor to:

receive, from a client device via the one or more network interfaces, user input data identifying the first subset of data metrics corresponding to the compound service metric.

17. The computer readable storage medium of claim 13, including further instructions stored thereon which, when executed by the processor, cause the processor to:

receive additional data corresponding to customer actions with one or more of the plurality of communication services, wherein the received customer actions are associated with a second customer different from the first customer;

retrieve a plurality of data metrics for the second customer via the one or more network interfaces, the data metrics retrieved from a plurality of source applications associated with the plurality of communication services provided by the communication services provider;

execute the analytics processes to determine correlations between the plurality of data metrics for the second customer, and the customer actions of the second customer associated with the communication services;

based on the determined correlations, identify a second subset of the plurality of data metrics for the second customer corresponding to a second compound service metric, wherein the second subset of data metrics is different from the first subset of data metrics determined for the first customer.

20. The computer readable storage medium of claim 13, wherein initiating the targeted intervention to the first customer comprises re-routing a customer service ticket associated with the first customer during a support session associated with the first customer.