Methods for managing telecommunication service and devices thereof

• US 8,861,691 B1
• Filed: 08/21/2013
• Issued: 10/14/2014
• Est. Priority Date: 05/24/2013
• Status: Active Grant

• Current Assignee: Wipro Limited
• Original Assignee: Wipro Limited
• Inventors: De, Anindito, Subbiah, Sivakumar, Vegi, Srinivasa Raghava
• Primary Examiner(s): TIEU, BINH KIEN
• Application Number:
  US13/972,630
• Time in Patent Office: 419 Days
• Field of Search: 379/111, 379/112.01, 379/112.04, 379/112.06, 379/114.01, 379/114.04, 379/114.12, 379/114.14, 379/121.01, 379/121.04, 379/121.05, 379/122, 379/126, 379/265.01, 379/265.03, 379/265.13, 379/266.02, 379/201.01, 379/201.02, 379/201.03, 379/201.04, 379/201.12, 379/32.01, 379/133, 379/134, 379/138
• US Class Current: 379/111
• CPC Class Codes: G06Q 30/00 Commerce
• CPC Class Codes: H04M 15/41 Billing record details, i.e. parameters, identifiers, structure of call data record [CDR]
• CPC Class Codes: H04M 15/43 Billing software details
• CPC Class Codes: H04M 15/58 based on statistics of usage or network monitoring
• CPC Class Codes: H04M 3/2218 Call detail recording

Abstract

A method, non-transitory computer readable medium, and a service management computing device comprises obtaining one or more call detail records associated with one or more customers from one or more data sources. Each of the obtained call detail records is scanned to determine presence of a call drop in each of the obtained call detail records. Next, a customer experience index and an impact value is determined for the one or more call detail records for which the call drop is determined to be present. Based on the determined experience index, one or more actions are performed.

Claims

1. A method for managing telecommunication service, the method comprising:

obtaining, by a service management computing device, one or more call detail records associated with one or more customers from one or more data sources;

scanning, by the service management computing device, each of the obtained call detail records to determine presence of a call drop in each of the obtained call detail records;

determining, by the service management computing device, a customer experience index and an impact value for the one or more call detail records for which the call drop is determined to be present, wherein the impact value is determined based on at least a response to previously offered service; and

performing, by the service management computing device, one or more actions based on the determined customer experience index, or the impact value.

2. The method as set forth in claim 1 further comprising:

converting by the service management computing device the retrieved one or more call detail records to a standard format; and

storing by the service management computing device the converted one or more call detail records.

3. The method as set forth in claim 1 wherein the performing further comprises determining by the service management computing device when the determined impact value is above a stored high score value.

4. The method as set forth in claim 3 further comprising providing by the service management computing device a first notification of availability of one or more first services to a mobile computing device associated with the one or more call detail records having the determined impact value above the stored high score value.

5. The method as set forth in claim 4 wherein the providing further comprises:

determining by the service management computing device a net life time value of a customer;

determining by the service management computing device the one or more first services based on the determined net life time value;

determining by the service management computing device a first channel to provide the first notification to the customer based on the determined one or more first services; and

providing by the service management computing device the first notification indicating availability of the determined first one or more services via the determined first channel.

6. The method as set forth in claim 1 wherein the scanning further comprises providing by the service management computing device a second notification of availability of the identified one or more second services when the call drop is determined not to be present in each of the one or more call detail records.

7. The method as set forth in claim 6 wherein the providing further comprises:

obtaining by the service management computing device one or more historical usage data of the one or more customers;

identifying by the service management computing device one or more changes to a usage pattern in the obtained one or more historical usage data;

determining by the service management computing device a future behavior and an opportunity value based on the identified one or more changes;

determining by the service management computing device the one or more second services based on the determined future behavior and the opportunity value;

determining by the service management computing device a second channel to provide the second notification to the customer based on the determined one or more second services; and

providing by the service management computing device the second notification indicating availability of the determined second one or more services via the determined second channel.

8. A non-transitory computer readable medium having stored thereon instructions for managing telecommunication service comprising machine executable code which when executed by at least one processor, causes the processor to perform steps comprising:

obtaining one or more call detail records associated with one or more customers from one or more data sources;

scanning each of the obtained call detail records to determine presence of a call drop in each of the obtained call detail records;

determining a customer experience index and an impact value for the one or more call detail records for which the call drop is determined to be present, wherein the impact value is determined based on at least a response to a previously offered service; and

performing one or more actions based on the determined customer experience index, or the impact value.

9. The medium as set forth in claim 8 further comprising:

converting the retrieved one or more call detail records to a standard format; and

storing the converted one or more call detail records.

10. The medium as set forth in claim 8 wherein the performing further comprises determining when the determined impact value is above a stored high score value.

11. The medium as set forth in claim 10 further comprising providing a first notification of availability of one or more first services to a mobile computing device associated with the one or more call detail records having the determined impact value above the stored high score value.

12. The medium as set forth in claim 11 wherein the providing further comprises:

determining a net life time value of a customer;

determining the one or more first services based on the determined net life time value;

determining a first channel to provide the first notification to the customer based on the determined one or more first services; and

providing the first notification indicating availability of the determined first one or more services via the determined first channel.

13. The medium as set forth in claim 8 wherein the scanning further comprises providing a second notification of availability of the identified one or more second services when the call drop is determined not to be present in each of the one or more call detail records.

14. The medium as set forth in claim 13 wherein the providing further comprises:

obtaining one or more historical usage data of the one or more customers;

identifying one or more changes to a usage pattern in the obtained one or more historical usage data;

determining a future behavior and an opportunity value based on the identified one or more changes;

determining the one or more second services based on the determined future behavior and the opportunity value;

determining a second channel to provide the second notification to the customer based on the determined one or more second services; and

providing the second notification indicating availability of the determined second one or more services via the determined second channel.

15. A service management computing device comprising:

one or more processors;

a memory, wherein the memory coupled to the one or more processors which are configured to execute programmed instructions stored in the memory comprising;

obtaining one or more call detail records associated with one or more customers from one or more data sources;

scanning each of the obtained call detail records to determine presence of a call drop in each of the obtained call detail records;

determining a customer experience index and an impact value for the one or more call detail records for which the call drop is determined to be present, wherein the impact value is determined based on at least a response to a previously offered service; and

performing one or more actions based on the determined customer experience index, or the impact value.

16. The device as set forth in claim 15 wherein the one or more processors is further configured to execute programmed instructions stored in the memory for the performing further comprises determining when the determined impact value is above a stored high score value.

17. The device as set forth in claim 16 wherein the one or more processors is further configured to execute programmed instructions stored in the memory further comprising:

converting the retrieved one or more call detail records to a standard format; and

storing the converted one or more call detail records.

18. The device as set forth in claim 16 wherein the one or more processors is further configured to execute programmed instructions stored in the memory further comprising providing a first notification of availability of one or more first services to a mobile computing device associated with the one or more call detail records having the determined impact value above the stored high score value.

19. The device as set forth in claim 18 wherein the one or more processors is further configured to execute programmed instructions stored in the memory for the providing further comprises:

determining a net life time value of a customer;

determining the one or more first services based on the determined net life time value;

determining a first channel to provide the first notification to the customer based on the determined one or more first services; and

providing the first notification indicating availability of the determined first one or more services via the determined first channel.

20. The device as set forth in claim 15 wherein the one or more processors is further configured to execute programmed instructions stored in the memory for the scanning further comprises providing a second notification of availability of the identified one or more second services when the call drop is determined not to be present in each of the one or more call detail records.

21. The device as set forth in claim 20 wherein the one or more processors is further configured to execute programmed instructions stored in the memory for the providing further comprises:

obtaining one or more historical usage data of the one or more customers;

identifying one or more changes to a usage pattern in the obtained one or more historical usage data;

determining a future behavior and an opportunity value based on the identified one or more changes;

determining the one or more second services based on the determined future behavior and the opportunity value;

determining a second channel to provide the second notification to the customer based on the determined one or more second services; and

providing the second notification indicating availability of the determined second one or more services via the determined second channel.