Method and device for determining redress measures for TV service outages based on impact analysis

Patent metadata

Field	Value
Publication number	US-10250950-B2
Application number	US-201715628321-A
Country	US
Kind code	B2
Filing date	Jun 20, 2017
Priority date	Jan 3, 2017
Publication date	Apr 2, 2019
Grant date	Apr 2, 2019

Abstract

Techniques for use in determining redress measures for a television (TV) service outage based on impact analysis are described. A TV service outage may be associated with a TV system apparatus including a TV user interface (UI). In one illustrative example, one or more subscribers impacted by the TV service outage are determined. An impact score is determined for each one of the subscribers. A redress measure for each one of the subscribers is then determined in accordance with their corresponding impact scores. An impacted subscriber and/or an impact score may be determined based at least in part on subscriber TV usage data or subscriber TV UI usage data.

First claim

The invention claimed is:

1. A method comprising:
at a node in a service provider network,
identifying a subscriber to the service provider network affected by a television (TV) service outage, wherein the TV service outage is identified based at least in part on anomaly exists for at least a threshold number of subscribers in a subscriber network that is communicatively coupled to the service provider network;
identifying one or more timeframe descriptors or one or more content descriptors associated with a time period of or content offered during the TV service outage, wherein the one or more timeframe descriptors are indicative of one or more timeframes within the time period, and the one or more content descriptors are descriptive of the content offered during the TV service outage;
selecting one or more of a plurality of stored importance values that are associated with the identified one or more timeframe or content descriptors, wherein the one or more of the plurality of stored importance values associated with the one or more timeframe descriptors are calculated based on a predicted TV usage of the subscriber at the time period, and the one or more of the plurality of stored importance values associated with the one or more content descriptors indicate the content is predicted to be watched by the subscriber; and
calculating an impact score for the subscriber as a function of the one or more of the plurality of stored importance values; and
initiating a redress measure for the subscriber based on the impact score exceeding a threshold value, including:
generating a message including the redress measure determined based on the image score;
obtaining one or more close-in-time resulting actions of the subscriber as a feedback to the redress measure; and
sending the message incorporating the feedback to the subscriber via a network.

2. The method of claim 1 , wherein the impact score is determined based at least in part on subscriber TV or TV UI usage data, and the subscriber TV or TV UI usage data are indicative of an expected or detected subscriber TV or TV UI usage over a time period of the TV service outage.

3. The method of claim 1 , wherein the impact score is determined based at least in part on subscriber TV or TV UI usage data, and the subscriber TV or TV UI usage data comprises one or more content descriptors derived from at least one of program ratings data, program popularity data, subscriber preference data, subscriber type data, subscriber profile data, or historical subscriber TV or TV UI usage data.

4. The method of claim 1 , wherein the impact score is determined based at least in part on subscriber TV or TV UI usage data, and the subscriber TV usage data comprises one or more timeframe or content descriptors derived from historical subscriber TV or TV UI usage data.

5. The method of claim 1 , wherein:
the impact score is determined based at least in part on subscriber TV or TV UI usage data and unavailable service description data;
the subscriber TV or TV UI usage data are indicative of a subscriber TV or TV UI usage over a time period of the TV service outage; and
the unavailable service description data are descriptive of unavailable services the TV service outage.

6. The method of claim 5 , further comprising:
comparing one or more timeframe descriptors of the subscriber TV or TV UI usage data with one or more timeframe descriptors of the unavailable service description data; and
calculating the impact score based on a result of the comparing.

7. The method of claim 5 , further comprising:
comparing one or more content descriptors of the subscriber TV or TV UI usage data with one or more content descriptors of the unavailable service description data; and
calculating the impact score based on a result of the comparing.

8. The method of claim 1 , wherein the impact score is determined based at least in part on subscriber TV or TV UI usage data, and the subscriber TV or TV UI usage data comprises subscriber TV UI usage data.

9. The method of claim 5 , further comprising:
comparing one or more timeframe or content descriptors of the subscriber TV or TV UI usage data with one or more timeframe or content descriptors of the unavailable service description data;
determining one or more correlation values based at least in part on comparing the one or more timeframe or content descriptors of the subscriber TV or TV UI usage data with the one or more timeframe or content descriptors of the unavailable service description data; and
calculating the impact score based at least in part on the one or more correlation values.

10. The method of claim 5 , further comprising:
comparing one or more timeframe or content descriptors of the subscriber TV or TV UI usage data with one or more timeframe or content descriptors of the unavailable service description data;
determining one or more deviation values based on comparing the one or more timeframe or content descriptors of the subscriber TV or TV UI usage data with the one or more timeframe or content descriptors of the unavailable service description data; and
wherein an impacted subscriber or an impact score is determined based at least in part on the one or more deviation values.

11. The method of claim 1 , further comprising:
selecting one or more importance values of subscriber TV or TV UI usage data based on unavailable service description data which are descriptive of unavailable service during the TV service outage.

12. The method of claim 1 , wherein the impact score is determined based at least in part on subscriber TV or TV UI usage data, and the TV UI usage data is provided by one of a remote control of a TV system apparatus, including a set-top box and a remote control presentation in a touch screen display of mobile computing device.

13. The method of claim 1 ,
calculating the impact score is based at least in part on a TV UI usage pattern of key actuations of a remote control of a TV system used by the subscriber.

14. The method of claim 1 , further comprising:
maintaining access to the plurality of stored importance values.

15. The method of claim 1 , further comprising:
determining a stored importance value for a timeframe descriptor based on at least one of: one or more subscriber preferences or likes; one or more subscriber profile types; one or more popularity indicators; a predetermined TV usage pattern; a TV usage pattern of a sample subscriber population; and a TV usage pattern of the subscriber.

16. The method of claim 1 , further comprising:
determining a stored importance value for a content descriptor based on at least one of: one or more subscriber preferences or likes; one or more ratings or rankings; one or more popularity indicators; a predetermined TV usage pattern; a TV usage pattern of a sample subscriber population; and a TV usage pattern of the subscriber.

17. A node in a service provider network comprising:
one or more processors;
a non-transitory memory; and
one or more programs stored in the non-transitory memory, which, when executed by the one or more processors, cause the node to:
identify a subscriber to the service provider network affected by a television (TV) service outage, wherein the TV service outage is identified based at least in part on anomaly exists for at least a threshold number of subscribers in a subscriber network that is communicatively coupled to the service provider network;
identify one or more timeframe descriptors or one or more content descriptors associated with a time period of or content offered during the

Assignees

• Synamedia Ltd

Inventors

• Gorretta Steven Carl
• Epstein Steven Jason
• Blatt Marcelo
• Darshan Ezra

Classifications

• H04H60/33

  Arrangements for monitoring the users' behaviour or opinions · CPC title

• H04N21/25891

  being end-user preferences (retrieval of video data in a video database based on user preferences G06F16/739; arrangements for recognizing users' preferences H04H60/46; user profiles in network data switching protocols H04L67/306; processing of user preferences or user profiles in wireless networks H04W8/18) · CPC title

• H04N21/4222

  Remote control device emulator integrated into a non-television apparatus, e.g. a PDA, media center or smart toy (remote control device for a television receiver integrated into a mobile phone H04M1/72415) · CPC title

• G06Q10/20

  Administration of product repair or maintenance · CPC title

• G06Q30/016

  After-sales · CPC title