A Novel System Architecture for an Improved Self-care Solution – Conceptual Design and Key Components

• Autorzy: Santos Patrick , Ramos Jorge , Seabra Eduardo , Castro José

Identyfikatory

DOI

10.26636/jtit.2020.142920

• Języki publikacji: EN

Abstrakty

EN

The high penetration rate that mobile devices enjoy in to day’s society has facilitated the creation of new digital services, with those offered by operators and content providers standing out. However, even this has failed to encourage consumers to express positive opinions on telecommunication services, especially when compared with other sectors. One of the main reasons of the mistrust shown is the low level of quality of customer service provided an area that generates high costs for the operators themselves, due to the high number of people employed at call centers in order to handle the volume of calls received. To face these challenges, operators launched self-care applications in order to provide customers with a tool that would allow them to autonomously manage the services they have subscribed. In this paper, we present an architecture that provides customized information to customers – a solution that is separate from mobile operating systems and communication technologies.

Słowa kluczowe

EN

adaptive interfaces; big data analytics; data mining; user profiling

• Wydawca: Instytut Łączności - Państwowy Instytut Badawczy
• Czasopismo: Journal of Telecommunications and Information Technology
• Rocznik: 2020
• Tom: nr 4
• Strony: 88--97
• Opis fizyczny: Bibliogr. 52 poz., rys.

Twórcy

autor

Santos Patrick

• TIMWE Spin Lab, Parque da Ciencia e da Tecnologia da Universidade do Porto, Porto, Portugal

autor

Ramos Jorge

• TIMWE Spin Lab, Parque da Ciencia e da Tecnologia da Universidade do Porto, Porto, Portugal

autor

Seabra Eduardo

• TIMWE Spin Lab, Parque da Ciencia e da Tecnologia da Universidade do Porto, Porto, Portugal

autor

Castro José

• TIMWE Spin Lab, Parque da Ciencia e da Tecnologia da Universidade do Porto, Porto, Portugal

Bibliografia

• [1] D. Lamey, „The evolution of technology: past, present and future", Discover Tech, 2018 [Online]. Available: http://www.discovertec.com/blog/the-evolution-of-technology(accessed on 2019-11-02)
• [2] D. Murphy, „2.4 bn smartphone users in 2017, says eMarketer", Mobile Marketing Magazine, 2017 [Online]. Available: https://mobilemarketingmagazine.com/24bn-smartphone-users-in-2017-says-emarketer(accessed on 2019-01-03)
• [3] „Number of smartphone users worldwide from 2014 to 2020 (In millions)", Statista [Online]. Available: https://www.statista.com/statistics/330695/number-of-smartphoneusers-worldwide/
• [4] C. Low, „It's no longer enough for budget phones to just be cheap", CES 2017, 2017 [Online]. Available: https://www.engadget.com/2017-01-08-budget-phones-ces-2017.html(accessed on 2019-10-04)
• [5] „Condiçoes de oferta e de utilizaçao de serviços de comunicaçoes eletrónicas da MEO" [Online]. Available: https://conteudos.meo.pt/meo/documentos/condicoes-oferta-servicos/mod-c1001276.pdf(accessed on 2019-10-25) [in Portuguese]
• [6] D. Nilsson, „Examples of value added services VAS in Telecom 2017", Appland, 2017 [Online]. Available: https://blog.applandinc.com/examples-mobile-vas-services-vastelecom-2017(accessed on 2019-02-14)
• [7] „Benchmarks by sector", ACSI [Online]. Available: https://www.theacsi.org/acsi-benchmarks/benchmarks-by-sector accessed on 2019-10-17)
• [8] D. de Noticias, „Queixas nas telecomunicaßes aumentam para 69 mil", 2017 [Online]. Available: https://www.dn.pt/sociedade/interior/queixas-na-area-das. telecomunicacoes-invertem-tendenciae-aumentam-para-69-milem-2016-7205687.html accessed on 2019-01-04) [in Portuguese]
• [9] K. Clarke, „Why mobile operators must break free from Bad customer service", Telecom Tech News, 2017 [Online]. Available: https://www.telecomstechnews.com/news/2017/jul/28/whymobileoperators-must-break-free-bad-customer-service/(accessed on 2019-01-05)
• [10] „Mobile self care apps - customer support benefits for telecoms", 2016 [Online]. Available: https://www.kochartech.com/mobile-selfcare-apps-customer-support-benefits-telecoms/(accessed on 2019-05-05)
• [11] „Why seamless self-care should be a top priority for telcos?", Sterlite Tech, 2017 [Online]. Available: https://www.stl.tech/blog/whyseamless-self-care-should-be-a-top-priority-for-telcos/(accessed on 2019-05-05)
• [12] „My Vodafone Play store web page", 2018 [Online]. Available: https://play.google.com/store/apps/details?id=com.myvodafoneapp(accessed on 2019-02-05)
• [13] „Comparison of self-care apps offered by Airtel, Vodafone, Reliance, Rircel, Tata Docomo and BSNL", Telecomtalk, 2016 [Online]. Available: https://telecomtalk.info/comparison-of-selfcare-apps-offeredby-airtel-vodafone-reliance-aircel-tata-docomoand-bsnl/139985/(accessed on 2019-08-22)
• [14] V. Narang, „Telco Dilemma: Prepaid vs Postpaid", LinkedIn, 2015 [Online]. Available: https://www.linkedin.com/pulse/telco-dilemmaprepaid-vs-postpaid-vaibhav-narang (accessed on 2019-09-20)
• [15] V. B. Lestienne, „Digitization and disruption in customer relations", Dimelo, 2015 [Online]. Available: https://www.dimelo.com/en/blog/digitization-and-disruption-customer-relations/(accessed on 2019-11-11)
• [16] „Users want operators to be more like Amazon, Netix", Mobile World Live, 2017 [Online]. Available: https://www.mobileworldlive.com/featured-content/top-three/userswant-operators-to-be-more-like-amazon-netix(accessed on 2019-09-13)
• [17] J. Kyriakakis, „The digital enabler: a charging, self-care & marketing platform at the core of the mobile business", The Black Swan Telecom J., 2016 [Online]. Available: http://bswan.org/digitalenabler.asp (accessed on 2019-02-05)
• [18] „Slow mobile apps ruin everything", New Relic [Online]. Available: https://newrelic.com/resource/slow-mobile-apps-ruin-everything(accessed on 2019-05-10)
• [19] A. A. Saunders, „How big data and analytics can drive profitability for telecom operators", Digital Doughnut, 2017 [Online]. Available: https://www.digitaldoughnut.com/articles/2017/august/howbig-dataand-analytics-can-drive-profitability (accessed on 2019-05-07)
• [20] H. Prasadh, „By the numbers: three big data opportunities for telecoms", TeleTech, 2013 [Online]. Available: http://www.teletech.com/resources/articles/numbers-three-bigdataopportunities-telecoms (accessed on 2019-05-05)
• [21] „MyBusiness aplicafies on Google Play" [Online]. Available: https://play.google.com/store/apps/details?id=com.evampsaanga.ojoselfcare (accesssed on 2019-08-05)
• [22] „My Orange application" [Online]. Available: https://www.orange.jo/en/services/pages/my-orangeapplication.aspx?utmsource=orangejoutm-medium=linkutmcampaign=homepageutmterm=homepageutm-content=homepage (accessed on 2019-06-09)
• [23] „Mitt Telenor Google Play webpage" [Online]. Available: https://play.google.com/store/apps/details?id=no.telenor.faktura
• [24] „App e rea de Cliente - NOS" [Online]. Available: http://www.nos.pt/particulares/areadecliente/Paginas/default.aspx(accessed on 2019-06-20)
• [25] „App NOS Net - NOS" [Online]. Available: http://www.nos.pt/ particulares/internet/internet-fixa/Paginas/app-nos-net.aspx(accessed on 2019-07-03)
• [26] „Nokia, Nokia: telecom analytics" [Online]. Available: https://networks.nokia.com/solutions/analytics(accessed on 2019-07-08)
• [27] „Subscription platform for telecom operators - Mahindra Comviva" [Online]. Available: https://www.mahindracomviva.com/products/businesssolutions/centralized-subscription-manager.htm(accessed on 2019-07-18)
• [28] „Call accounting reporting software - Calero" [Online]. Available: https://www.calero.com/clm/call-accounting-and-reporting(accessed on 2019-09-22)
• [29] „Telecom service assurance: integrated assurance – inteligent assurance analytics - Comarch" [Online]. Available: https://www.comarch.com/telecommunications/serviceassurance/whatis-comarch-integrated-assurance (accessed on 2019-09-20)
• [30] S. Aheleroff, „Customer segmentation for a mobile telecommunications company based on service usage behavior", in Proc. 3rd Int. Conf. on Data Mining and Intell. Inf. Technol. App., 2011, pp. 308-313
• [31] J. Bayer, „Customer segmentation in the telecommunications industry", J. of Database Market. & Cust. Strat. Manag., vol. 17, no. 3-4, pp. 247-256, 2010 (DOI: 10.1057/dbm.2010.21).
• [32] A. Arora and R. Vohra, „Segmentation of mobile customers for improving profitability using data mining techniques", Int. J. Comput. Sc. and Inf. Technol., vol. 5, no. 4, pp. 5241-5244, 2014 [Online]. Available: http://ijcsit.com/docs/Volume%205/vol5issue04/ijcsit2014050492.pdf
• [33] NGINX webpage [Online]. Available: https://www.nginx.com/
• [34] Apache Tomcat webpage [Online]. Available: http://tomcat.apache.org/
• [35] MySQL webpage [Online]. Available: https://www.mysql.com/(accessed on 2019-09-15)
• [36] Redis webpage [Online]. Available: https://redis.io/(accessed on 2019-08-13)
• [37] „RESTful Web services", IBM Developer [Online]. Available: https://developer.ibm.com/articles/ws-restful/
• [38] JSON web token [Online]. Available: https://jwt.io/
• [39] R. Nagarajan and R. Thirunavukarasu, „A review on intelligent Cloud broker for effective service provisioning in cloud" in Proc. of the 2nd Int. Conf. on Intell. Comput. and Control Syst., 2018 (DOI: 10.1109/ICCONS.2018.8662953).
• [40] D. K. Barry, „Service oriented architecture (SOA)", Barry Associates [Online]. Available: https://www.servicearchitecture.com/articles/web-services/service-oriented-architecturesoadefinition.html (accessed on 2019-09-10)
• [41] N. Niknejad, W. Ismail, I. Ghani, B. Nazari, M. Bahari, and A. Hussin, „Understanding service-oriented architecture (SOA): a systematic literature review and directions for further investigation", Inf. Systems, vol. 91, 2020 (DOI: 10.1016/j.is.2020.101491).
• [42] R. Nagarajan and R. Thirunavukarasu, „Service-oriented broker for effective provisioning of cloud services - a survey", Int. J. of Comput. and Dig. Syst., vol. 9, no. 5, pp. 863-879, 2020 (DOI: 10.12785/ijcds/090508).
• [43] „SOAP version 1.2 part 1: messaging framework (second edition)" [Online]. Available: https://www.w3.org/TR/soap12/(accessed on 2019-09-14)
• [44] „Introducing JSON" [Online]. Available: https://www.json.org(accessed on 2019-04-02)
• [45] J. Freeman, „What is an API? Application programming interfaces explained", InfoWorld, 2019 [Online]. Available: https://www.infoworld.com/article/3269878/what-is-an-apiapplication-programming-interfaces-explained.html(accessed on 2019-09-10)
• [46] „Service-oriented architecture (SOA)", IBM [Online]. Available: https://www.ibm.com/support/knowledgecenter/en/SSMQ79 9.5.1/com.ibm.egl.pg.doc/topics/pegl serv overview.html(accessed on 2019-09-10)
• [47] N. Rajganesh and T. Ramkumar, „A review on broker based Cloud service model", J. of Comput. and Inf. Technol., vol. 24, no. 3, pp. 283-292, 2016 (DOI: 10.20532/cit.2016.1002778).
• [48] T. Ramkumar, S. Hariharan, and S. Selvamuthukumaran, „A survey on mining multiple data sources", Wiley Interdiscip. Rev. Data Min. and Knowl. Discov., vol. 3, no. 1, pp. 1-11, 2013 (DOI: 10.1002/widm.1077).
• [49] T. Venkatesan, K. Saravanan, and T. Ramkumar, „A big data recommendation engine framework based on local pattern analytics strategy for mining multi-sourced big data", J. of Inform. & Knowl. Manag., vol. 18, no. 1, 2019 (DOI: 10.1142/S0219649219500096).
• [50] „Apache Spark webpage" [Online]. Available: https://spark.apache.org (accessed on 2019-04-27)
• [51] S. Anquetil, „What are push notifications and why are they important to your app?", Business 2 Community, 2014 [Online]. Available: https://www.business2community.com/mobileapps/push-notifications-important-app-01008413
• [52] „Firebase cloud messaging", Firebase Google [Online]. Available: https://www.firebase.google.com/docs/cloud-messaging/(accessed on 2019-07-15)

Uwagi

Opracowanie rekordu ze środków MNiSW, umowa Nr 461252 w ramach programu "Społeczna odpowiedzialność nauki" - moduł: Popularyzacja nauki i promocja sportu (2021).