Apparatus for use in inhibiting telecommunication subscriber termination

• US 5,907,800 A
• Filed: 06/07/1995
• Issued: 05/25/1999
• Est. Priority Date: 06/07/1995
• Status: Expired due to Term

• Current Assignee: Authorize Net LLC (Visa, Inc.)
• Original Assignee: Lightbridge Incorporated (Visa, Inc.)
• Inventors: Kaushansky, Howard, Brunecky, Martin, Prakash, Sunil, McGrath-Hadwen, Eileen M., Johnson, Eric A.
• Primary Examiner(s): Bost, Dwayne D.
• Assistant Examiner(s): TROST IV, WILLIAM GEORGE
• Application Number:
  US08/486,215
• Time in Patent Office: 1,448 Days
• Field of Search: 379/58, 379/59, 379/60, 379/112-118, 379/119-122, 379/130, 455/33.1, 455/403, 455/405-408, 455/422, 455/550
• US Class Current: 455/405
• CPC Class Codes: H04M 15/00 Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
• CPC Class Codes: H04M 15/49 Connection to several service providers
• CPC Class Codes: H04M 15/51 for resellers, retailers or service providers
• CPC Class Codes: H04M 15/58 based on statistics of usage or network monitoring
• CPC Class Codes: H04M 15/8044 Least cost routing
• CPC Class Codes: H04M 15/8083 involving reduced rates or discounts, e.g. time-of-day reductions or volume discounts
• CPC Class Codes: H04M 2215/0184 involving reduced rates or discounts, e.g. time-of-day reductions, volume discounts, cell discounts, group billing, frequent calling destination(s) or user history list
• CPC Class Codes: H04M 2215/0188 Network monitoring; statistics on usage on called/calling number
• CPC Class Codes: H04M 2215/2026 Wireless network, e.g. GSM, PCS, TACS
• CPC Class Codes: H04M 2215/32 Involving wireless systems
• CPC Class Codes: H04M 2215/42 Least cost routing, i.e. provision for selecting the lowest cost tariff
• CPC Class Codes: H04M 2215/46 Connection to several service providers
• CPC Class Codes: H04M 2215/54 Resellers-retail or service providers billing, e.g. agreements with telephone service operator, activation, charging/recharging of accounts
• CPC Class Codes: H04M 2215/745 Least cost routing, e.g. Automatic or manual, call by call or by preselection
• CPC Class Codes: H04W 4/24 Accounting or billing
• CPC Class Codes: H04W 60/00 Affiliation to network, e.g. registration; Terminating affiliation with the network, e.g. de-registration

Abstract

The present invention provides an apparatus for detecting potential subscriber dissatisfaction and preventing termination by subscribers of telecommunication services providers. One embodiment of the apparatus includes an interface for receiving information regarding a subscriber. A processing device then utilizes the information to determine if the subscriber is likely to terminate his subscription. An output device is used to initiate action to prevent a subscriber who may be likely to terminate from terminating his subscription. Another embodiment of the apparatus includes a device for using rate plan information to determine if a subscriber is likely to terminate his subscription.

Claims

1. An apparatus for use in deterring a subscriber of a telecommunications service provider from terminating their subscription, comprising:

a digital computer;

interface means, located within said digital computer, for receiving subscriber related information;

processing means, located within said digital computer, for processing said subscriber related information to determine if there is a likelihood of a subscriber terminating their subscription; and

output means, located within said digital computer, for initiating action that can be used on behalf of the telecommunications service provider to deter a subscriber that is likely to terminate their subscription from so doing.

2. An apparatus according to claim 1, wherein:

said interface means includes means for receiving usage information associated with the particular subscriber; and

said processing means includes means for using said usage information associated with the subscriber and rate plan information associated with another rate plan offered by the telecommunications service provider to determine if there is a likelihood of the subscriber terminating their subscription.

3. An apparatus according to claim 1, wherein:

said interface means includes means for receiving usage information associated with the particular subscriber;

said interface means includes means for receiving rate plan information associated with a rate plan offered by competing telecommunications service provider; and

said processing means includes means for using said usage information associated with the subscriber, rate plan information associated with a rate plan offered by the telecommunications service provider and rate plan information associated with a rate plan offered by a competing telecommunications service provider to determine if there is a likelihood of the subscriber terminating their subscription.

4. An apparatus according to claim 1, wherein:

said interface means includes means for receiving usage information associated with the particular subscriber;

said interface means includes means for receiving roaming rate plan information associated with a rate plan offered by a competing telecommunications service provider; and

said processing means includes means for using said usage information associated with the subscriber, roaming rate plan information associated with a rate plan offered by the telecommunications service provider and roaming rate plan information associated with a rate plan offered by a competing telecommunications service provider to determine if there is a likelihood of the subscriber terminating their subscription.

5. An apparatus according to claim 1, wherein:

said interface means includes means for receiving usage information associated with the particular subscriber; and

said processing means includes means for using said usage information associated with the subscriber to determine an average call velocity for said subscriber and using said average call velocity to determine if there is a likelihood of the subscriber terminating their subscription.

6. An apparatus according to claim 1, wherein:

said interface means includes means for receiving usage information associated with the particular subscriber; and

said processing means includes means for using said usage information associated with the subscriber to determine a moving average of call velocity for said subscriber and using said moving average of call velocity to determine if there is a likelihood of the subscriber terminating their subscription.

7. An apparatus according to claim 1, wherein:

said interface means includes means for receiving usage information associated with the particular subscriber; and

said processing means includes means for using said usage information associated with the subscriber to determine a change in a moving average of call velocity for said subscriber and using said change in a moving average of call velocity to determine if there is a likelihood of the subscriber terminating their subscription.

8. An apparatus according to claim 1, wherein:

said interface means includes means for receiving usage information associated with the particular subscriber; and

said processing means includes means for using said usage information associated with the subscriber and means for comparing a moving average of call velocity for said subscriber that is calculated over a first time period and a moving average of call velocity for said subscriber that is calculated over a second time period that is different than said first period of time to determine if there is a likelihood of the subscriber terminating their subscription.

9. An apparatus according to claim 1, wherein:

said interface means includes means for receiving usage information associated with the particular subscriber;

said interface means includes means for receiving a budgeted amount; and

said processing means includes means for using usage information associated with the subscriber and a budgeted amount to determine if there is a likelihood of the subscriber terminating their subscription.

10. An apparatus according to claim 1, wherein:

said interface means includes means for receiving account information associated with the particular subscriber and related to any calling features associated with the subscriber'"'"'s service; and

said processing means includes means for using account information associated with the subscriber to determine if the subscriber has cancelled any calling features.

11. An apparatus according to claim 1, wherein:

said interface means includes means for receiving account information associated with the particular subscriber and related to a length of time that the service has been provided to the subscriber; and

said processing means includes means for using said account information associated with the subscriber to determine a length of time that service has been provided to the subscriber and means for comparing said length of time to a defined period of time to determine if there is a likelihood of the subscriber terminating their subscription.

12. An apparatus according to claim 1, wherein:

said interface means includes means for receiving usage information associated with the particular subscriber; and

said processing means includes means for using said usage information to determine if the subscriber has experienced improper call terminations.

13. An apparatus according to claim 1, wherein:

said interface means includes means for receiving usage information associated with the particular subscriber; and

said processing means includes means for using said usage information to determine if the subscriber has experienced blocked calls.

14. An apparatus according to claim 1, wherein:

said interface means includes means for receiving usage information associated with the particular subscriber; and

said processing means includes means for using said usage information for determining subscriber travel patterns.

15. An apparatus according to claim 1, wherein:

said interface means includes means for receiving usage information associated with the particular subscriber;

said interface means includes means for receiving proposed rate plan information; and

said processing means includes means for using said usage information with current rate plan information and proposed rate plan information of the telecommunications service provider to identify action which may be taken to deter a subscriber from terminating their subscription.

16. An apparatus for use in deterring a subscriber of a telecommunications service provider from terminating their subscription, comprising:

digital computer;

interface means, located within said digital computer, for receiving subscriber related billing information;

processing means, located within said digital computer, for processing said subscriber related billing information to determine if there is a likelihood of a subscriber terminating their subscription based upon the existence of a different rate plan from the subscriber'"'"'s current rate plan that would save the subscriber'"'"'s current plan that would save the subscriber telecommunication costs and further based upon the assumption that the subscriber is or will become aware of the different rate plan; and

output means, located within said digital computer, for initiating action that can be used on behalf of the telecommunications service provider to deter a subscriber that is likely to terminate their subscription from so doing.

17. An apparatus according to claim 16, wherein:

said different rate plan comprises a rate plan offered by the telecommunications service provider.

18. An apparatus according to claim 16, wherein:

said different rate plan comprises a rate plan offered by a competing telecommunications service provider.

19. An apparatus for use in deterring a subscriber of a telecommunications service provider from terminating their subscription, comprising:

a digital computer;

interface means, located within said digital computer, for receiving subscriber related billing information;

processing means, located within said digital computer, for processing said subscriber related billing information to determine if there is a proposed rate plan of the telecommunications service provider that would save the subscriber telecommunication costs relative to the subscriber'"'"'s current plan; and

output means, located within said digital computer, for initiating action that can be used on behalf of the telecommunications service provider to deter a subscriber that is likely to terminate their subscription from so doing.

20. An apparatus for use in deterring a subscriber of a telecommunications service provider from terminating their subscription, comprising:

a digital computer;

interface means, located within said digital computer, for receiving subscriber related call information;

processing means, located within said digital computer, for processing said subscriber related call information to determine if a subscriber has a calling pattern that indicates that the subscriber is likely to terminate their subscription; and

output means, located within said digital computer, for initiating action that can be used on behalf of the telecommunications service provider to deter a subscriber that is likely to terminate their subscription from so doing.

21. An apparatus according to claim 20, wherein:

said subscriber related call information is characterized as a moving average.

22. An apparatus according to claim 20, wherein:

said subscriber related call information is characterized as two moving averages having different time periods.

23. An apparatus for use in deterring a subscriber of a telecommunications service provider from terminating their subscription, comprising:

a digital computer;

interface means, located within said digital computer, for receiving subscriber related call information;

processing means, located within said digital computer, for processing said subscriber related call information to determine if the telecommunication service that is being provided to the subscriber is greater than a predetermined standard of service; and

output means, located within said digital computer, for initiating action that can be used on behalf of the telecommunications service provider to deter a subscriber that is likely to terminate their subscription due, at least in part, to the standard of service being received by the subscriber.

24. An apparatus according to claim 23, wherein:

said subscriber related call information comprises information relating to improperly terminated calls.

25. An apparatus according to claim 23, wherein:

said subscriber related call information comprises information relating to blocked calls.

26. A method of deterring a subscriber of a telecommunications service provider from terminating their subscription, comprising:

receiving subscriber related information;

processing the subscriber related information to determine if there is a likelihood of a subscriber terminating their subscription; and

initiating action that can be used on behalf of the telecommunications service provider to deter a subscriber that is likely to terminate their subscription from so doing.

27. A method of deterring a subscriber of a telecommunications service provider from terminating their subscription, comprising:

receiving subscriber related billing information;

processing the subscriber related billing information to determine if there is a likelihood of a subscriber terminating their subscription based upon the existence of a different rate plan from the subscriber'"'"'s current rate plan that would save the subscriber'"'"'s current plan that would save the subscriber telecommunication costs and further based upon the assumption that the subscriber is or will become aware of the different rate plan; and

initiating action that can be used on behalf of the telecommunications service provider to deter a subscriber that is likely to terminate their subscription from so doing.

28. A method of deterring a subscriber of a telecommunications service provider from terminating their subscription, comprising:

receiving subscriber related billing information;

processing the subscriber related billing information to determine if there is a proposed rate plan of the telecommunications service provider that would save the subscriber telecommunication costs relative to the subscriber'"'"'s current plan; and

initiating action that can be used on behalf of the telecommunications service provider to deter a subscriber that is likely to terminate their subscription from so doing.

29. A method of deterring a subscriber of a telecommunications service provider from terminating their subscription, comprising:

receiving subscriber related call information;

processing the subscriber related call information to determine if a subscriber has a calling pattern that indicates that the subscriber is likely to terminate their subscription; and

initiating action that can be used on behalf of the telecommunications service provider to deter a subscriber that is likely to terminate their subscription from so doing.

30. A method of deterring a subscriber of a telecommunications service provider from terminating their subscription, comprising:

receiving subscriber related call information;

processing the subscriber related call information to determine if the telecommunication service that is being provided to the subscriber is greater than a predetermined standard of service; and

initiating action that can be used on behalf of the telecommunications service provider to deter a subscriber that is likely to terminate their subscription due, at least in part, to the standard of service being received by the subscriber.