Granted Patent B2

US 12,413,482 · App. 17/975,497 · Granted Sep 9, 2025

Inventors: Mohamed Abdullah Amer (Naperville, IL); Michael Monroe Carley (Sammamish, WA); Shangyu Ni (Bellevue, WA); Anupriya Thirumurthy (Bellevue, WA)

Assignee: T-Mobile USA, Inc.

H04L41/147H04L41/06H04L41/5009H04M3/2281H04W24/04H04W24/08H04W48/02H04W64/00

Abstract

Claims (149)

1. At least one non-transitory computer-readable storage medium storing instructions to establish a connection between a mobile device and at least one representative of a wireless telecommunication network, which, when executed by at least one data processor of a system, cause the system to:

obtain data for an undesirable action associated with the mobile device from multiple undesirable actions,

wherein the multiple undesirable actions include disassociating from the wireless telecommunication network or seeking another interaction with a representative of the wireless telecommunication network;

obtain multiple key performance indices (KPIs),

wherein the multiple KPIs include at least three of:

a length of time the mobile device has been served by the wireless telecommunication network,

a length of time the representative has represented the wireless telecommunication network,

a net promoter score associated with the representative indicating past performance associated with the representative,

a handle location indicating a geolocation associated with the mobile device;

obtain multiple groups of representatives configured to connect to the mobile device,

wherein a first group among the multiple groups is associated with fewer occurrences of the undesirable action than a second group among the multiple groups;

based on the KPIs associated with the mobile device, determine whether an occurrence of the undesirable action is above a predetermined threshold; and

upon determining that the occurrence of the undesirable action is above the predetermined threshold, connect the mobile device with a representative from the first group.

2. The at least one non-transitory computer-readable storage medium of claim 1 , further comprising instructions to:

obtain a first multiplicity of KPIs associated with a first multiplicity of interactions having the undesirable action occurring wherein the representative associated with the wireless telecommunication network belongs to the first group;

obtain a second multiplicity of KPIs associated with a second multiplicity of interactions having the undesirable action occurring wherein the representative associated with the wireless telecommunication network belongs to the second group;

generate a first distribution of values of a KPI among the first multiplicity of KPIs and a second distribution of values of the KPI among the second multiplicity of KPIs;

determine whether the first distribution and the second distribution are similar to obtain a first determination of similarity;

determine a first multiplicity of correlations between the first multiplicity of KPIs and an occurrence of the undesirable action;

rank the first multiplicity of KPIs based on the first multiplicity of correlations to obtain a first ranking;

determine a second multiplicity of correlations between the second multiplicity of KPIs and the occurrence of the undesirable action;

rank the second multiplicity of KPIs based on the second multiplicity of correlations to obtain a second ranking;

determine whether the first ranking and the second ranking are similar to obtain a second determination of similarity; and

based on the first determination of similarity and the second determination of similarity, assign responsibility to a representative in the second group.

3. The at least one non-transitory computer-readable storage medium of claim 1 , further comprising instructions to:

obtain a first multiplicity of KPIs associated with a first multiplicity of interactions having the undesirable action occurring wherein the representative associated with the wireless telecommunication network belongs to the first group;

obtain a second multiplicity of KPIs associated with a second multiplicity of interactions having the undesirable action occurring wherein the representative associated with the wireless telecommunication network belongs to the second group;

generate a first distribution of values of a KPI among the first multiplicity of KPIs and a second distribution of values of the KPI among the second multiplicity of KPIs;

determine whether the first distribution and the second distribution are similar;

upon determining that the first distribution and the second distribution are similar, assign a low responsibility value to a representative in the second group; and

upon determining that the first distribution and the second distribution are not similar, assign a high responsibility value to the representative in the second group.

4. The at least one non-transitory computer-readable storage medium of claim 1 , further comprising instructions to:

obtain a first multiplicity of KPIs associated with a first multiplicity of interactions having the undesirable action occurring wherein the representative associated with the wireless telecommunication network belongs to the first group;

obtain a second multiplicity of KPIs associated with a second multiplicity of interactions having the undesirable action occurring wherein the representative associated with the wireless telecommunication network belongs to the second group;

determine a first multiplicity of correlations between the first multiplicity of KPIs and an occurrence of the undesirable action;

rank the first multiplicity of KPIs based on the first multiplicity of correlations to obtain a first ranking;

determine a second multiplicity of correlations between the second multiplicity of KPIs and the occurrence of the undesirable action;

rank the second multiplicity of KPIs based on the second multiplicity of correlations to obtain a second ranking;

determine whether the first ranking and the second ranking are similar;

upon determining that the first ranking and the second ranking are similar, assign a low responsibility to a representative in the second group; and

upon determining that the first ranking and the second ranking are not similar, assign a high responsibility to the representative in the second group.

5. The at least one non-transitory computer-readable storage medium of claim 1 , wherein the instructions to obtain the multiple groups of representatives further comprise instructions to:

obtain multiple representatives associated with the wireless telecommunication network, a geographic area served by a representative among the multiple representatives, and a skill associated with the representative among the multiple representatives;

divide the multiple representatives into a first multiplicity of groups based on the geographic area and the skill;

obtain multiple performances associated with a group of multiple representatives among the first multiplicity of groups; and

divide the group of multiple representatives into the first group and the second group based on the multiple performances, wherein a first group among the multiple groups is associated with fewer occurrences of the undesirable action than a second group among the multiple groups.

6. The at least one non-transitory computer-readable storage medium of claim 1 , further comprising instructions to:

obtain a first multiplicity of KPIs associated with a first multiplicity of interactions having the undesirable action occurring wherein the representative associated with the wireless telecommunication network belongs to the first group;

obtain a second multiplicity of KPIs associated with a second multiplicity of interactions having the undesirable action occurring wherein the representative associated with the wireless telecommunication network belongs to the second group;

determine a first multiplicity of correlations between the first multiplicity of KPIs and an occurrence of the undesirable action;

rank the first multiplicity of KPIs based on the first multiplicity of correlations to obtain a first ranking;

determine a second multiplicity of correlations between the second multiplicity of KPIs and the occurrence of the undesirable action;

rank the second multiplicity of KPIs based on the second multiplicity of correlations to obtain a second ranking;

obtain a first KPI highly correlated to the occurrence of the undesirable action from the first ranking;

obtain a second KPI highly correlated to the occurrence of the undesirable action from the second ranking;

send an indication of the first KPI and the second KPI and a request for an indication of responsibility associated with the first KPI and the second KPI;

receive the indication of responsibility associated with the first KPI and the second KPI; and

assign responsibility to a representative from the second group based on the indication of responsibility.

7. The at least one non-transitory computer-readable storage medium of claim 1 , further comprising instructions to:

obtain a first multiplicity of KPIs associated with a first multiplicity of interactions having the undesirable action occurring wherein the representative associated with the wireless telecommunication network belongs to the first group;

obtain a second multiplicity of KPIs associated with a second multiplicity of interactions having the undesirable action occurring wherein the representative associated with the wireless telecommunication network belongs to the second group;

generate a first distribution of values of a KPI among the first multiplicity of KPIs and a second distribution of values of the KPI among the second multiplicity of KPIs;

determine whether the first distribution and the second distribution are similar;

determine a first multiplicity of correlations between the first multiplicity of KPIs and an occurrence of the undesirable action;

rank the first multiplicity of KPIs based on the first multiplicity of correlations to obtain a first ranking;

determine a second multiplicity of correlations between the second multiplicity of KPIs and the occurrence of the undesirable action;

rank the second multiplicity of KPIs based on the second multiplicity of correlations to obtain a second ranking;

determine whether the first ranking and the second ranking are similar; and

upon determining that the first distribution and the second distribution are similar and that the first ranking and the second ranking are similar, assign a low responsibility to a representative in the second group; and

upon determining that the first distribution and the second distribution are not similar and that the first ranking and the second ranking are not similar, assign a high responsibility to the representative in the second group.

8. The at least one non-transitory computer-readable storage medium of claim 1 , wherein the wireless telecommunication network is a fifth-generation (5G) wireless telecommunication network, and further comprising instructions to:

upon determining that the occurrence of the undesirable action is below the predetermined threshold, determine whether the first group or the second group has more bandwidth;

upon determining that the first group has more bandwidth than the second group, connect the mobile device with the representative from the first group; and

upon determining that the second group has more bandwidth than the first group, connect the mobile device with the representative from the second group.

9. A system comprising:

at least one hardware processor; and

at least one non-transitory memory storing instructions, which, when executed by the at least one hardware processor, cause the system to:

obtain an undesirable action associated with a user equipment (UE) from multiple undesirable actions,

wherein the multiple undesirable actions include disassociating from a wireless telecommunication network or seeking another interaction with a representative of the wireless telecommunication network;

obtain multiple key performance indices (KPIs) associated with the UE or the representative of the wireless telecommunication network, wherein the multiple KPIs include at least two of:

a length of time the UE has been served by the wireless telecommunication network,

a length of time the representative has represented the wireless telecommunication network,

a score associated with the representative indicating past performance associated with the representative,

a location indicating a geolocation associated with the UE;

obtain multiple groups of representatives configured to connect to the UE,

wherein a first group among the multiple groups is associated with fewer occurrences of the undesirable action than a second group among the multiple groups;

based on the KPIs associated with the UE, determine whether an occurrence of the undesirable action is above a predetermined threshold; and

upon determining that the occurrence of the undesirable action is above the predetermined threshold, connect the UE with a representative from the first group.

10. The system of claim 9 , further comprising instructions to:

obtain a first multiplicity of KPIs associated with a first multiplicity of interactions having the undesirable action occurring wherein the representative associated with the wireless telecommunication network belongs to the first group;

obtain a second multiplicity of KPIs associated with a second multiplicity of interactions having the undesirable action occurring wherein the representative associated with the wireless telecommunication network belongs to the second group;

generate a first distribution of values of a KPI among the first multiplicity of KPIs and a second distribution of values of the KPI among the second multiplicity of KPIs;

determine whether the first distribution and the second distribution are similar to obtain a first determination of similarity;

determine a first multiplicity of correlations between the first multiplicity of KPIs and an occurrence of the undesirable action;

rank the first multiplicity of KPIs based on the first multiplicity of correlations to obtain a first ranking;

determine a second multiplicity of correlations between the second multiplicity of KPIs and the occurrence of the undesirable action;

rank the second multiplicity of KPIs based on the second multiplicity of correlations to obtain a second ranking;

determine whether the first ranking and the second ranking are similar to obtain a second determination of similarity; and

based on the first determination of similarity and the second determination of similarity, assign responsibility to a representative in the second group.

11. The system of claim 9 , further comprising instructions to:

obtain a first multiplicity of KPIs associated with a first multiplicity of interactions having the undesirable action occurring wherein the representative associated with the wireless telecommunication network belongs to the first group;

obtain a second multiplicity of KPIs associated with a second multiplicity of interactions having the undesirable action occurring wherein the representative associated with the wireless telecommunication network belongs to the second group;

generate a first distribution of values of a KPI among the first multiplicity of KPIs and a second distribution of values of the KPI among the second multiplicity of KPIs;

determine whether the first distribution and the second distribution are similar;

upon determining that the first distribution and the second distribution are similar, assign a low responsibility value to a representative in the second group; and

upon determining that the first distribution and the second distribution are not similar, assign a high responsibility value to the representative in the second group.

12. The system of claim 9 , further comprising instructions to:

obtain a first multiplicity of KPIs associated with a first multiplicity of interactions having the undesirable action occurring wherein the representative associated with the wireless telecommunication network belongs to the first group;

obtain a second multiplicity of KPIs associated with a second multiplicity of interactions having the undesirable action occurring wherein the representative associated with the wireless telecommunication network belongs to the second group;

determine a first multiplicity of correlations between the first multiplicity of KPIs and an occurrence of the undesirable action;

rank the first multiplicity of KPIs based on the first multiplicity of correlations to obtain a first ranking;

determine a second multiplicity of correlations between the second multiplicity of KPIs and the occurrence of the undesirable action;

rank the second multiplicity of KPIs based on the second multiplicity of correlations to obtain a second ranking;

determine whether the first ranking and the second ranking are similar;

upon determining that the first ranking and the second ranking are similar, assign a low responsibility to a representative in the second group; and

upon determining that the first ranking and the second ranking are not similar, assign a high responsibility to the representative in the second group.

13. The system of claim 9 , wherein the instructions to obtain the multiple groups of representatives further comprise instructions to:

obtain multiple representatives associated with the wireless telecommunication network, a geographic area served by a representative among the multiple representatives, and a skill associated with the representative among the multiple representatives;

divide the multiple representatives into a first multiplicity of groups based on the geographic area and the skill;

obtain multiple performances associated with a group of multiple representatives among the first multiplicity of groups; and

divide the group of multiple representatives into the first group and the second group based on the multiple performances, wherein a first group among the multiple groups is associated with fewer occurrences of the undesirable action than a second group among the multiple groups.

14. The system of claim 9 , further comprising instructions to:

obtain a first multiplicity of KPIs associated with a first multiplicity of interactions having the undesirable action occurring wherein the representative associated with the wireless telecommunication network belongs to the first group;

obtain a second multiplicity of KPIs associated with a second multiplicity of interactions having the undesirable action occurring wherein the representative associated with the wireless telecommunication network belongs to the second group;

determine a first multiplicity of correlations between the first multiplicity of KPIs and an occurrence of the undesirable action;

rank the first multiplicity of KPIs based on the first multiplicity of correlations to obtain a first ranking;

determine a second multiplicity of correlations between the second multiplicity of KPIs and the occurrence of the undesirable action;

rank the second multiplicity of KPIs based on the second multiplicity of correlations to obtain a second ranking;

obtain a first KPI highly correlated to the occurrence of the undesirable action from the first ranking;

obtain a second KPI highly correlated to the occurrence of the undesirable action from the second ranking;

send an indication of the first KPI and the second KPI and a request for an indication of responsibility associated with the first KPI and the second KPI;

receive the indication of responsibility associated with the first KPI and the second KPI; and

assign responsibility to a representative from the second group based on the indication of responsibility.

15. The system of claim 9 , further comprising instructions to:

obtain a first multiplicity of KPIs associated with a first multiplicity of interactions having the undesirable action occurring wherein the representative associated with the wireless telecommunication network belongs to the first group;

obtain a second multiplicity of KPIs associated with a second multiplicity of interactions having the undesirable action occurring wherein the representative associated with the wireless telecommunication network belongs to the second group;

generate a first distribution of values of a KPI among the first multiplicity of KPIs and a second distribution of values of the KPI among the second multiplicity of KPIs;

determine whether the first distribution and the second distribution are similar;

determine a first multiplicity of correlations between the first multiplicity of KPIs and an occurrence of the undesirable action;

rank the first multiplicity of KPIs based on the first multiplicity of correlations to obtain a first ranking;

determine a second multiplicity of correlations between the second multiplicity of KPIs and the occurrence of the undesirable action;

rank the second multiplicity of KPIs based on the second multiplicity of correlations to obtain a second ranking;

determine whether the first ranking and the second ranking are similar;

upon determining that the first distribution and the second distribution are similar and that the first ranking and the second ranking are similar, assign a low responsibility to a representative in the second group; and

upon determining that the first distribution and the second distribution are not similar and that the first ranking and the second ranking are not similar, assign a high responsibility to the representative in the second group.

16. The system of claim 9 , further comprising instructions to:

upon determining that the occurrence of the undesirable action is below the predetermined threshold, determine whether the first group or the second group has more bandwidth;

upon determining that the first group has more bandwidth than the second group, connect the UE with the representative from the first group; and

upon determining that the second group has more bandwidth than the first group, connect the UE with a representative from the second group.

Assignments (1)

Continuity (2)

References Cited (103)