Method and system for customer management

• US 9,900,656 B2
• Filed: 04/06/2015
• Issued: 02/20/2018
• Est. Priority Date: 04/02/2014
• Status: Active Grant

• Current Assignee: What's On India Media Private Limited
• Original Assignee: What's On India Media Private Limited
• Inventors: Phadnis, Atul
• Primary Examiner(s): PIERORAZIO, MICHAEL
• Application Number:
  US15/300,887
• Publication Number:
  US 20170026703A1
• Time in Patent Office: 1,051 Days
• Field of Search: 725 14
• CPC Class Codes: G06Q 30/01 Customer relationship services
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0255 based on user history
• CPC Class Codes: G06Q 30/0269 based on user profile or attribute
• CPC Class Codes: G06Q 50/01 Social networking
• CPC Class Codes: H04N 21/44226 on social networks
• CPC Class Codes: H04N 21/4532 involving end-user characteristics, e.g. viewer profile, preferences monitoring of user activities for profile generation for accessing a video database G06F16/739; user profiles in network data switching protocols H04L67/306; processing of user preferences or user profiles in wireless networks H04W8/18
• CPC Class Codes: H04N 21/4788 communicating with other users, e.g. chatting arrangements for providing for computer conferences, e.g. chat rooms, to substation in data switching networks H04L12/1813; distributed application using peer-to-peer [P2P] networks H04L67/104
• CPC Class Codes: H04N 21/4828 for searching program descriptors retrieval of video data G06F16/739
• CPC Class Codes: H04N 21/6587 Control parameters, e.g. trick play commands, viewpoint selection
• CPC Class Codes: H04N 21/812 involving advertisement data advertising per se G06Q30/02

Abstract

A method and system for customer management is disclosed. The method and system enhance a television service provider'"'"'s ability to sell television channels and channel packages to users. The system and method disclosed herein enables a user to receive recommendations for one or more television channels and/or channel packages based on one or more television viewing activities of the user, social media activity of the user, and social media activity of other users.

Claims

1. A method comprising:

receiving, by a computing system, information indicative of one or more television viewing activities of a user;

receiving, by the computing system, information indicative of both first social media activity of a social media account of the user and second social media activity of one or more other social media accounts;

determining, by the computing system, respective weighted values for each of the one or more television viewing activities and for each of the first and second social media activities;

based on the determined weighted values, identifying, by the computing system, a video content package that includes television channels related to each of (i) the one or more television viewing activities of the user, (ii) the first social media activity of the social media account of the user, and (iii) the second social media activity of the one or more other social media accounts;

making, by the computing system, a determination of whether the user is subscribed to one or more of the television channels;

based on the determination, performing, by the computing system, an action, wherein if the determination is that the user is subscribed to one or more of the television channels, then the action comprises offering an a la carte list of the television channels to the user for purchase, and if the determination is that the user is not subscribed to one or more of the television channels, then the action comprises offering the video content package to the user for purchase.

2. The method of claim 1, wherein the one or more other social media accounts comprises a plurality of social media accounts across a plurality of social media platforms.

3. The method of claim 1, wherein the one or more other social media accounts are associated with the social media account of the user.

4. The method of claim 1, wherein the first social media activity or the second social media activity comprises posting a comment to a social media website, and wherein the comment references a particular television program.

5. The method of claim 1, wherein receiving information indicative of one or more television viewing activities of the user comprises receiving information indicative of a television subscription purchase history of the user.

6. The method of claim 1, wherein receiving information indicative of one or more television viewing activities of the user comprises receiving information indicative of a preferred television program genre of the user.

7. The method of claim 1, wherein receiving information indicative of one or more television viewing activities of the user comprises receiving information indicative of a television viewing history of the user.

8. The method of claim 1, wherein receiving information indicative of one or more television viewing activities of the user comprises receiving information indicative of a television program search command input by the user.

9. A method comprising:

receiving, by a computing system, information indicative of one or more television viewing activities of a user;

receiving, by the computing system, information indicative of both first social media activity of a social media account of the user and second social media activity of one or more other social media accounts;

determining, by the computing system, respective weighted values for each of the one or more television viewing activities and for each of the first and second social media activities;

based on the determined weighted values, identifying, by the computing system, a list of video content packages, wherein each of the video content packages includes one or more television channels related to each of (i) the one or more television viewing activities of the user, (ii) the first social media activity of the social media account of the user, and (iii) the second social media activity of the one or more other social media accounts;

for each of the video content packages, determining, by the computing system, whether the user is subscribed to at least one of the one or more television channels of the respective video content package;

for each of the video content packages, if the determination is that the user is subscribed to at least one of the one or more television channels of the respective video content package, then the computing system removing the respective video content package from the list of video content packages; and

offering, by the computing system, the list of video content packages to the user for purchase.

10. The method of claim 9, wherein the one or more other social media accounts comprises a plurality of social media accounts across a plurality of social media platforms.

11. The method of claim 9, wherein the one or more other social media accounts are associated with the social media account of the user.

12. The method of claim 9, wherein the first social media activity or the second social media activity comprises posting a comment to a social media website, and wherein the comment references a particular television program.

13. The method of claim 9, wherein receiving information indicative of one or more television viewing activities of the user comprises receiving information indicative of a television subscription purchase history of the user.

14. The method of claim 9, wherein receiving information indicative of one or more television viewing activities of the user comprises receiving information indicative of a preferred television program genre of the user.

15. The method of claim 9, wherein receiving information indicative of one or more television viewing activities of the user comprises receiving information indicative of a television viewing history of the user.

16. A computing system configured for performing a set of acts comprising:

receiving, by the computing system, information indicative of one or more television viewing activities of a user;

receiving, by the computing system, information indicative of both first social media activity of a social media account of the user and second social media activity of one or more other social media accounts;

determining, by the computing system, respective weighted values for each of the one or more television viewing activities and for each of the first and second social media activities;

based on the determined weighted values, identifying, by the computing system, a video content package that includes television channels related to each of (i) the one or more television viewing activities of the user, (ii) the first social media activity of the social media account of the user, and (iii) the second social media activity of the one or more other social media accounts;

making, by the computing system, a determination of whether the user is subscribed to one or more of the television channels;

based on the determination, performing, by the computing system, an action, wherein if the determination is that the user is subscribed to one or more of the television channels, then the action comprises offering an a la carte list of the television channels to the user for purchase, and if the determination is that the user is not subscribed to one or more of the television channels, then the action comprises offering the video content package to the user for purchase.

17. The computing system of claim 16, wherein the one or more other social media accounts comprises a plurality of social media accounts across a plurality of social media platforms.

18. The computing system of claim 16, wherein the one or more other social media accounts are associated with the social media account of the user.

19. The computing system of claim 16, wherein the first social media activity or the second social media activity comprises posting a comment to a social media website, and wherein the comment references a particular television program.

20. The computing system of claim 16, wherein receiving information indicative of one or more television viewing activities of the user comprises receiving information indicative of a television subscription purchase history of the user.