Communication of service related information

This disclosure relates to methods and apparatuses for communication of service related information.

Users of services, for example utilities such as telephone, internet, electricity, gas and so on, are typically provided with a customer account. It is common for service providers to have an Internet website where the users can access their account. The website allows the users to obtain various types information regarding service(s) provided and/or manage their account. For example, the users can access their account to see how much they have used the service in question, perform various payment related actions and overall management of user information. Each user is typically provided with an account identifier, typically an account number and/or a user identifier. When accessing the account via the Internet a security routine such as a password enquiry or the like is performed. It is considered important that only the authorised user i.e. the account holder can access the user account so that nobody else can have an access to information associated with the user and the use of the service and to prevent any fraudulent actions on the account. The account information is typically held by a server which can be managed and maintained by the service provider or a third party organisation offering account management services to service providers.

In accordance with an embodiment there is provided a method for communication of service related information, comprising providing a first user with an account with a service provider, embedding a service provider customer service platform for the first user in a social network user interface, and communicating information relating to at least one service by the service provider amongst the service provider, the first user and at least one second user linked with the first user via the service provider customer service platform. In accordance with an embodiment there is provided an apparatus comprising at least one processor, and at least one memory including computer program code, wherein the at least one memory and the computer program code are configured, with the at least one processor, to maintain an account with a service provider for a first user, cause embedding of a service provider customer service platform for the first user in a social network user interface, and control communication of information relating to at least one service by the service provider amongst the service provider, the first user and at least one second user linked with the first user via the service provider customer service platform.

Information about service options of the first user may be communicated. Information about service options by the service provider may be shared between the users. Communication of information may comprise communication of information of at least one of a recommendation, an indication of liking or disliking, activation, deactivation, and posting of a message in relation to a service option in response to a user input via the service provider customer service platform. Rewards for the account of the first user may be allocated in response to a predefined action on the service provider customer service platform the by the first user and/or the at least one second user. A recommendation of a service option by the first user may be recorded and rewards allocated in response to a predefined action by the at least one second user resulting from the recommendation.

Monitoring for a predefined event in relation to the first user may be provided. In response to detection of the predefined event, a status parameter may be output. A reward may be allocated based on the status parameter. It can be determined based on predefined detection criteria that the first user is a Maven.

The customer service platform may be adapted to display one or more options with link items linking the user interface to server apparatus managing at least one of user preferences, likes, recommendations, user's networks, promotions, balance information, notifications, and sales. A computer program comprising program code means adapted to perform the claimed method may also be provided.

Various other aspects and further embodiments are also described in the following detailed description and in the attached claims.

The invention will now be described in detail, by way of example only, with reference to the following examples and accompanying drawings, in which:

Figure 1 shows a schematic diagram of a computerised system where the invention may be embodied;

Figure 2 shows a schematic diagram of a control apparatus according to some embodiments;

Figure 3 shows a flow chart according to a certain embodiment; and

Figures 5 to 9 are schematic examples of possible user interfaces.

In the following certain exemplifying embodiments are explained with reference to a data communication system serving different communication devices. Before explaining in detail the exemplifying embodiments, certain general principles of a communication system, service provider servers and communication devices are briefly explained with reference to Figures 1 and 2 to assist in understanding the technology underlying the described examples.

Figure 1 shows schematically a system where the invention can be embodied. A service provider server 12 is shown to be connected to a data communication system 10, for example an internet protocol (IP) based data network. A plurality of different user terminals 14 to 17 are also shown to be connected to the data network 10. The terminals can be connected via a wired connection, see the desktop computer 14, or via a wireless connection, see the laptop computer 15, smartphone 16 and tablet computer 17.

Although not shown, the wireless devices are typically served by an appropriate wireless or mobile communication system. A wireless communication system can serve mobile communication devices via wireless access via at least one base station or similar wireless transmitting and/or receiving node or point. Thus in the figure 1 example devices 15 - 17 each would be served by an appropriate access system of a wireless communication system.

Figure 2 shows an example of a control apparatus for a communication system, for example to be coupled to and/or for controlling a service provider device such as a server or any of the communication devices. In some embodiments separate or distributed control apparatus may be provided. Some of the computing may be provided in a cloud. The control apparatus 30 can be arranged to provide control on providing a service platform for the users. The control apparatus 30 can be configured to provide control functions in association with creation, maintaining and management of the service platform by means of the data processing facility in accordance with certain embodiments described below. For this purpose the control apparatus comprises at least one memory 31 , at least one data processing unit 32, 33 and an input/output interface 34. Via the interface the control apparatus can be coupled to a receiver and a transmitter of the base station. The control apparatus can be configured to execute an appropriate software code to provide the control functions.

Before explaining certain examples, the following definitions of various features in relation to social networks and service providers are given. A member is a member of a social network. A member may be an individual, or an entity consisting of multiple individuals. For example, a member can be a company, a charitable institution, a government department and so on. Terms 'Friend', 'Like' and 'Wall' are used below in the sense used by social networks. A service provider or 'Provider' is an organization providing services to customers. Specifically, but not exclusively, a service provided can be a mobile or fixed line phone company, an electricity, gas or water or cable TV utility, Internet Service Provider, Online Music Service.

Each member may have one or more accounts. The accounts are maintained by the service provider, for example by the service provider server apparatus 10 of Figure 1.

Generally, an account can be understood as e.g. a mobile subscription with a mobile operator or a fixed line subscription with a fixed line subscriber, a Cable-TV subscription with a Cable TV provider and so on. In the following a platform for customer self-care in social network (SNSC) is described in more. In some embodiments Maven-Detection is provided. The platform described below is an instance of the SNSC. The platform can be included as an application that is embedded into a social network site. The platform can be provided by a service provider (e.g. a mobile operator, fixed line operator, cable TV provider, electricity or another utility company) as a service application (app) to their customers. Each service provider can provide a separate platform based on the herein described technology.

With SNSC platform, users of a social network can perform for example the following functions:

• Registration: Match a user of the social network site to a service provider account. This can be provided e.g. based on a mobile number, a landline number and so on. A user may have more than one account.

· See My Options: Users can see main balance (prepaid), money spent this month (postpaid), current options, statuses, balances expiry dates. In case of periodic options (e.g. Monthly Bundles), users can cancel the options via the platform.

• Options store: users can purchase options. E.g. add a "1 GB data bundle" to their telephone (Telco) subscription.

· Social component "Who has what?" For options, a user can see who of his/hers friends / linked people have this option. A user can set an option, if he/she want to allow friends / linked people to see the information.

• User can publish changes in his/her options. For example, an application may post to a Wall. "John just activated the unlimited pack for his operator X mobile contract".

· Userl can "like" options by means of a "like" button. This can post to a Wall. A personal recommendation text may be added. Link goes to options store. If user2 buys, can result in a reward.

• Users can recommend an option to specific friends. User clicks a recommend button, and then chooses friends to receive the recommendation. The user can be rewarded if the others take it up.

• Users can click on a Wall link or Recommendation link.

^■ Registered users can be linked directly to a site of the shop and see the item promoted. ^■ Unregistered users may need to register first.

• Reward feature. Userl receives a number of points for each like/recommendation which results in a sale to user2. The number of points can depend on the option purchased.

· Reward Shop. Simple shop for conversion of reward points to cash or to buy something, e.g. souvenirs.

• Lottery. Each reward point may be a lottery ticket for e.g. cash prizes, handsets, computers etc.

• Messages and notifications. User can be notified by an operator and/or other service provider, for example:

^■ about account/lifecycle matters (e.g. Account expiry)

^■ Low Balances on Cash or bundle balances (e.g. you have only 50 MB left from 1 GB; you have just $1 .50 left on your prepaid electricity account). In accordance with an embodiment intelligent or expert detection of specific features is employed for triggering a predefined action. The expert detection is referred to below as Maven detection. The term Maven can be understood as meaning a trusted expert in a particular field who passes knowledge on to others. The term has been used, inter alia, to describe those who are intense gatherers of information and impressions, and so are often the first to pick up on new or nascent trends. Mavens may effectively when in collaboration with people who have a wide network of casual acquaintances by whom they are trusted. The network can cross many social boundaries and groups.

In accordance with an embodiment maven detection and subsequent rewarding is provided. A service provider can define rules to identify users as Mavens for the provider.

For example, the following input parameters can be used:

• The time of last log-in by the user in to the application.

• How many minutes he used the application in the last X days.

• How many friends he has.

· How many friends he has who use the application.

• Whether he likes the application.

• How many friends he has who like the application / service provider's page. • How many friends he has who use the application but do not like the service provider's page.

• Whether they allow the PostToWall feature. An output parameter is a status level.

- The status level may be used to provide discounts on options/items available in a store. This can depend e.g. on the following conditions:

• How many of the friends of the user have the option/item.

• How long the option/item has been available in the store.

- A number of points which the user will receive if one of his Friends activates/purchases the option after the user recommended it.

An example of this is where a new option is provided in the store: "1 GB data for 10€". The offer is valid until the option is 7 days old, and while none of the user's friends have the option, users who like the provider's page with at least 3 friends who are using the application, but do not like the provider's page will get it for 5€, because they have status level "Mavenl ". If they allow the purchase to be posted to their wall, and another Friend buys the option/item as well, they get 10 points, because they have status level "Mavenl".

Figure 3 shows a flowchart for operation in accordance with an embodiment for communicating service related information. A first user is provided with a user account by a service provider at step 30. A service provider customer service platform is displayed for the first user embedded in a social network user interface at 32. The first user may access the account held in a service provider server, for example in the server 12 of figure 1 , via the customer service platform. Examples of information obtained via such an access will be described below with reference to figures 4 to 9.

Information relating to at least one service option provided by the service provider can then be communicated via the customer service platform at 34. The information can be communicated between the first user and the service provider server and also between the first user and the service provider server and/or at least one second user linked to the first user. For example, the second user may be classified as a friend in the social network system for the first user, and thus provided with an access to the information on the platform, or at least selected part of it. The communication between the fiest and second user can be routed via the service provider server or go directly between the users through the communication channels of the social network system. Any predefined information about such communications can be communicated to the service provider server.

Figures 4 to 9 show examples of user interfaces that include a customer service platform of a service provider. The service platform can be a client module that is embedded on a social network website.

In figure 4 a user interface 40 provided by means of a web browser is shown. On top of the user interface is a header section where information such as the website address, tabs, various management options and so forth is displayed for the user in the as such known manner. The customer service platform 44 is embedded in the actual website portion of the user interface.

In the figure 4 example a customer service platform of a service provider "Your Telco" is shown. On top of the page there is information of user account ID and balance, see 45.

User is also presented with details of the options he/she has chosen, see 46. Information such as balance information on the options (in the example remaining minutes) can also be displayed. The consumer service platform also has icons 47 and 48 to enable the user to like and recommend the options, respectively.

Figure 5 shows another possible user interface showing examples of wall posts communicated via the customer service platform. More particularly, examples are shown how a user linked with the user having an account with "Your Telco" can receive notifications of recent activities of in view of use by others of service options provided by the service provider. Figure 6 shows an example of a user interface that can be displayed for an unregistered user who has selected a link or followed a recommendation to a service provider side. As shown, an identity enquiry may be provided and communications, for example by short message service or similar, can be provided to enable access to the site by the unregistered user.

Figure 7 shows a user interface that can be provided for a registered user who decided to follow a link on the wall of figure 5. As shown, the follower can select a link item where after he or she is linked to the service provider's appropriate website. The unregistered user to whom the user interface of figure 6 was shown can be directed to this user interface after successful completion of the registration procedure.

Figure 8 illustrates the above described Maven detection feature. A special discount is shown on first option because the user has been determined to have an appropriate Maven status level. Information for the reasons can be shown, in the example this being that the user is the first of the group of friends using the option and therefore entitled to the Maven discount. An example of informing a user that at least one of his friends has the option already activated is also shown, see the third option.

Figure 9 shows an example of a news and notification tab where the service provider can present information such as news, offers and other information. Unlike the wall page, the user cannot delete any of the items in this page.

The required data processing apparatus and functions of a control apparatus for providing the user interfaces may be provided by means of one or more data processors. The described functions may be provided by separate processors or by an integrated processor. The data processors may be of any type suitable to the local technical environment, and may include one or more of general purpose computers, special purpose computers, microprocessors, digital signal processors (DSPs), application specific integrated circuits (ASIC), gate level circuits and processors based on multi core processor architecture, as non limiting examples. The data processing may be distributed across several data processing modules. A data processor may be provided by means of, for example, at least one chip. Appropriate memory capacity can also be provided in the relevant devices. The memory or memories may be of any type suitable to the local technical environment and may be implemented using any suitable data storage technology, such as semiconductor based memory devices, magnetic memory devices and systems, optical memory devices and systems, fixed memory and removable memory.

An appropriately adapted computer program code product or products may be used for implementing the embodiments, when loaded or otherwise provided on an appropriate data processing apparatus. The program code product for providing the operation may be stored on, provided and embodied by means of an appropriate carrier medium. An appropriate computer program can be embodied on a computer readable record medium. A possibility is to download the program code product via a data network. In general, the various embodiments may be implemented in hardware or special purpose circuits, software, logic or any combination thereof. Embodiments of the inventions may thus be practiced in various components such as integrated circuit modules. The design of integrated circuits is by and large a highly automated process. Complex and powerful software tools are available for converting a logic level design into a semiconductor circuit design ready to be etched and formed on a semiconductor substrate.

The above discussed issues are not limited to any particular social media environment, social network infrastructure and service provider. Instead, the foregoing description has been provided by way of exemplary and non-limiting examples a full and informative description of the exemplary embodiment of this invention. Various modifications and adaptations may become apparent to those skilled in the relevant arts in view of the foregoing description, when read in conjunction with the accompanying drawings and the appended claims. For example, a combination of one or more of any of the other embodiments previously discussed can be provided. All such and similar modifications of the teachings of this invention will still fall within the scope of this invention as defined in the appended claims.