Method and apparatus for improving service provider maintenance

Patent metadata

Field	Value
Publication number	US-2016155076-A1
Application number	US-201414556341-A
Country	US
Kind code	A1
Filing date	Dec 1, 2014
Priority date	Dec 1, 2014
Publication date	Jun 2, 2016
Grant date	—

Abstract

Aspects of the subject disclosure may include, for example, identifying, a configuration adjustment for generating a quality improvement for a first element of a network for providing communication services to a first customer premises according to a first model that includes a linear regression of configuration data and key performance indicators. A customer lifetime improvement can be calculated a according to the quality improvement, according to a second model that comprises a correlation of the key performance indicators and customer lifetime data that are associated with the plurality of customer premises. A configuration cost associated with the configuration adjustment of the first element can be determined. A dispatch server can be directed to perform the configuration adjustment of the first element responsive to determining that a lifetime improvement value exceeds a cost to configure value. Other embodiments are disclosed.

First claim

What is claimed is:

1 . A server, comprising:
a processor; and a memory that stores executable instructions that, when executed by the processor, facilitate performance of operations, comprising: applying linear regression to historic configuration data and historic key performance indicators to generate a first model, wherein the historic configuration data is associated with elements that provide communication services to a plurality of customer premises of a plurality of users over a network and wherein the historic key performance indicators are associated with the communication services of the plurality of customer premises; correlating the historic key performance indicators and historic cost of maintenance data to determine a second model, wherein the historic cost of maintenance data is associated with the communication services of the plurality of customer premises; determining, according to the first model, a configuration adjustment of a first element of the network for generating an improvement in first key performance indicators that are associated with first customer premises of the plurality of customer premises; determining, according to the second model, a maintenance cost improvement according to the improvement in first key performance indicators, wherein the maintenance cost improvement is assigned a maintenance improvement value; determining a configuration cost associated with the configuration adjustment of the first element, wherein the configuration cost is assigned a cost to configure value; determining whether the maintenance improvement value exceeds the cost to configure value; and transmitting a recommendation for performing the configuration adjustment of the first element to a dispatch server responsive to determining that the maintenance improvement value exceeds the cost to configure value.

2 . The server of claim 1 , wherein the operations further comprise:
correlating historic customer lifetime data and the historic key performance indicators to determine a third model, wherein the historic customer lifetime data is associated with the communication services of the plurality of customer premises; and determining, according to the third model, a customer lifetime improvement according to the improvement in first key performance indicators, wherein the customer lifetime improvement is assigned a lifetime improvement value, and wherein the maintenance improvement value further comprises the lifetime improvement value.

3 . The server of claim 2 , wherein the operations further comprise determining whether the configuration adjustment of the first element requires a dispatch of a technician, wherein the determining of the configuration cost comprises a dispatch cost if the configuration adjustment requires the dispatch of the technician.

4 . The server of claim 3 , wherein the operations further comprise determining from the dispatch server whether a dispatch event has been previously scheduled for the first customer premises for a purpose other than the configuration adjustment, wherein the determining of the configuration cost does not comprise the dispatch cost if the dispatch event has been previously scheduled.

5 . The server of claim 1 , wherein the first element of the network comprises a device.

6 . The server of claim 1 , wherein the first element of the network comprises a signal path for the communication services.

7 . The server or claim 1 , wherein the operations further comprise:
determining, according to the first model, a second configuration adjustment of a second element of the network to generate an second improvement in first key performance indicators that are associated with the communication services to first customer premises of the plurality of customer premises; determining, according to the second model, a second maintenance cost improvement according to the second improvement in first key performance indicators, wherein the second maintenance cost improvement is added to the maintenance improvement value; and determining a second configuration cost associated with the second configuration adjustment of the second element, wherein the second configuration cost is added to the cost to configure value, and wherein the second configuration adjustment is added to the recommendation.

8 . The server of claim 1 , wherein the operations further comprise:
monitoring for a confirmation of the configuration adjustment of the first element; detecting the confirmation; obtaining key performance indicator data associated with the first premises subsequent to the confirmation that is detected; and adjusting the first model for the first premises according to the key performance indicator data.

9 . The server of claim 1 , wherein the configuration adjustment comprises a hardware change associated with the first element.

10 . The server of claim 1 , wherein the configuration adjustment comprises a software revision associated with first element.

11 . The server of claim 1 , wherein the historic cost of maintenance data comprises one of data associated with technician dispatches to the plurality of customer premises, data associated with inquiries to customer care facilities associated with the plurality of customer premises, or a combination thereof.

12 . The server of claim 1 , wherein the operations further comprise:
obtaining initial first key performance indicators associated with the communication services to the first customer premises of the plurality of customer premises; and inputting the configuration adjustment of the first element and the initial first key performance indicators into the first model to generate predicted first key performance indicators, wherein the improvement in the first key performance indicators is determined according to a difference between the predicted first key performance indicators and the initial first key performance indicators.

13 . The server of claim 1 , wherein the operations further comprise determining a net improvement value for the configuration adjustment, wherein the net improvement value comprises the maintenance improvement value less the cost to configure value.

14 . The server of claim 13 , wherein the operations further comprise:
adding the configuration adjustment that is recommended to a plurality of proposed maintenance that are associated with the elements that provide the communication services to the plurality of customers; arranging the plurality of proposed maintenance according to a plurality of net improvement values that are associated with the plurality of proposed maintenance to define an arranged plurality of proposed maintenance; comparing the net improvement value for the configuration adjustment to the plurality of net improvement values of the arranged plurality of proposed maintenance; and prioritizing the configuration adjustment within the arranged plurality of proposed maintenance according to the comparing of the net improvement value.

15 . The server of claim 14 , wherein operations further comprise presenting the plurality of net improvement values of the arranged plurality of proposed maintenance in a graphical representation that demonstrates cumulative net improvement values for the arranged plurality of proposed maintenance.

16 . A machine-readable storage device, comprising executable instructions that, when executed by a processor, facilitate performance of operations, comprising:
applying linear regression to configuration data and key performance indicators that are associated with providing communication servic

Assignees

• At & T Ip I Lp
• At & T Mobility Ii Llc

Inventors

• Fix Jeremy
• Goehring George
• Lugo Michael

Classifications

• G06Q10/06395

  Quality analysis or management · CPC title

• G06Q10/06393 Primary

  Score-carding, benchmarking or key performance indicator [KPI] analysis · CPC title