METHOD AND SYSTEM FOR OPTIMIZING AND ADAPTING TELECOM ORGANIZATION IN DYNAMIC ENVIRONMENT

CROSS-REFERENCE TO RELATED APPLICATIONS AND PRIORITY [001] This patent application claims priority to Indian patent application 202021012632, filed on March 23, 2020.

TECHNICAL FIELD

[002] The embodiments herein generally relate to the field of telecom domain, more particularly, but not specifically, the present disclosure provides a method and system for designing new products and offers, discontinuing existing products and offers, and optimizing and adapting operational processes in a telecom organization.

BACKGROUND

[003] A communication service provider (CSP) is a service provider that transports information electronically wherein, the communication service providers (CSP) offers the telecommunications services or some combination of information and media services, content, entertainment and application services over networks, leveraging the network infrastructure as a rich, functional platform. Further, the communication service providers (CSPs) operate in a dynamic and uncertain environment where they inevitably experience various kinds of disruptions, which includes introduction of 5G technology and new mobile devices, paradigm shift in user expectations, and competition in the space of product offerings and care services. A successful communication service provider (CSP) needs to continuously offer innovative products and adapt their supporting services in response to the various change drivers in order to minimize churn while attracting new customers.

[004] The essential requirement is to come up with answers for questions which includes the prediction of the best average revenue per user (ARPU), a customer lifecycle value (CLV) and a net promoter score (NPS) possible for the given customer base and customer engagement services (that include sale and care services), wherein the set of products and customer engagement services are given, what changes need to be introduced in products and/or customer care services in order to attain the desired key performance indicator(KPI) values (i.e., ARPU, CLV, NPS, etc.)? and so on. Existing technology to use a machine learning technique on past data to arrive at a model of the reality but relying solely on the machine learnt model has the drawback as it is a subset of the comprehensive model as the data represents only the system behaviors that have manifested but not necessarily all possible behaviors the system is capable of. Moreover, the relevancy of the past data reduces over time if system is operating in a dynamic environment.

[005] The existing prior arts to analyze the communication service provider (CSP) is typically approached using two broad categories which includes qualitative approach and quantitative approach. The state of the practice of analyzing the CSPs (communication service provider), i.e., product and service design and adaptations, are mainly based on subjective analyses and qualitative approaches wherein the subjective analyses are purely based on human expertise and intuitions which often result into ineffective solution as the telecom domain is characterized by significant non-linearity, inherent uncertainty at multiple localized contexts, and the overall behavior often emerges over time. The quantitative approach, in contrast, involves precise analysis and interpretation of system data, structure and behavior which is further classified into three categories which includes inferential approach, experimental approach and modelling and simulation approach. A digital twin approaches pertaining to telecom organization fundamentally rely on an artificial intelligence (AI) based inferencing approach. Further the modelling and simulation approach uses a range of models to represent and analyze systems, such as mathematical model and enterprise model (EM) but this approach is difficult proposition for telecom domain as most of the systems in telecom domain exhibit high dynamism, uncertainty and emergent behaviors. SUMMARY

[006] The following presents a simplified summary of some embodiments of the disclosure to provide a basic understanding of the embodiments. This summary is not an extensive overview of the embodiments. It is not intended to identify key/critical elements of the embodiments or to delineate the scope of the embodiments. Its sole purpose is to present some embodiments in a simplified form as a prelude to the more detailed description that is presented below.

[007] In view of the foregoing, an embodiment herein provides a system for optimum product offerings (by launching new products and discontinuing existing products) and optimizing and adapting operational processes in the telecom organization. The system comprises a memory storing instructions and a centralized database, one or more communication interfaces; and one or more hardware processors coupled to the memory via the one or more communication interfaces, wherein the one or more hardware processors are configured by instructions to include a customer data receiving unit for receiving a plurality of data related to one or more customers from distributed sources with heterogeneous technology platforms, wherein the one or more customers are associated with the telecom organization. The telecom processes optimization unit further comprises a product data receiving unit for receiving a plurality of data related to a plurality of products from distributed sources with heterogeneous technology platforms, wherein a plurality of products is associated with the telecom organization. The system further comprises a service data receiving unit for receiving a plurality of data related to a plurality of products from distributed sources with heterogeneous technology platforms, wherein a plurality of services is associated with the telecom organization. The system further comprises a customer digital twin unit for collecting information related to one or more customers from the plurality of data and representing each of the one or more customers as a first set of entities using the collected information, wherein each of the individual entities has a set of attributes and wherein, the set of attributes describes structural aspect, state related aspect, and behavioral aspect. The system further comprises a product digital twin unit for replicating the plurality of products from the plurality of data as a second set of entities, wherein each of the plurality of products has product attributes. The system further comprises a service/process digital twin unit for constructing a digital twin for each of the plurality of services/processes, wherein the digital twin for each of the plurality of services/processes comprises a third set of entities representing a plurality of departments of the care service, people involved in the care service, and machines required for the care service. The system further comprises a digital twin unit of telecom organization for constructing a digital twin of the telecom organization using the first set of entities, the second set of entities and the digital twin for each of the plurality of care services. The system further comprises a simulation unit for simulating the behavior of the plurality of entities for a plurality of scenarios. The system further comprises a data comparison unit for providing a real time data as input to the constructed digital twin of the telecom organization to record the behavior of the plurality of configured entities and comparing the simulated behavior and the recorded behavior of the plurality of configured entities in terms of a set of key performance indicators and an optimization unit optimizing the customer engagement in the telecom organization based on the comparison and the set of requirements by providing a set of requirements for the organization.

[008] In another aspect, the embodiment here provides a method for optimizing and adapting telecom organization in dynamic environment. The method includes receiving a plurality of data related to one or more customers, a plurality of products and a plurality of services from distributed sources with heterogeneous technology platforms, wherein the one or more customers, the plurality of products and the plurality of services are associated with the telecom organization. The method further includes collecting information related to one or more customers from the plurality of data. The method furthermore includes representing each of the one or more customers as a first set of entities using the collected information, wherein each of the individual entities has a set of attributes, wherein the set of attributes describes structural aspect, state related aspect, and behavioral aspect. The method further includes replicating the plurality of products from the plurality of data as a second set of entities, wherein each of the plurality of products has product attributes. The method further includes constructing a digital twin for each of the plurality of services/processes, wherein the digital twin for each of the plurality of services/processes comprises a third set of entities representing a plurality of departments of the care service, people involved in the care service, and machines required for the care service. The method further includes constructing a digital twin of the telecom organization using the first set of entities, the second set of entities and the digital twin for each of the plurality of care services. The method further includes providing a real time data as input to the constructed digital twin of the telecom organization to record the behavior of the plurality of configured entities. The method further includes comparing the simulated behavior and the recorded behavior of the plurality of configured entities in terms of a set of key performance indicators. The method further includes providing a set of requirements for the organization and the method further includes optimizing the customer engagement in the telecom organization based on the comparison and the set of requirements.

[009] In yet another aspect, there are provided one or more non-transitory machine-readable information storage mediums comprising one or more instructions which when executed by one or more hardware processors cause receiving a plurality of data related to one or more customers, a plurality of products and a plurality of services from distributed sources with heterogeneous technology platforms, wherein the one or more customers, the plurality of products and the plurality of services are associated with the telecom organization; collecting information related to one or more customers from the plurality of data; representing each of the one or more customers as a first set of entities using the collected information, wherein each of the individual entities has a set of attributes; replicating the plurality of products from the plurality of data as a second set of entities, wherein each of the plurality of products has product attributes; constructing a digital twin for each of the plurality of services/processes, wherein the digital twin for each of the plurality of services/processes comprises a third set of entities representing a plurality of departments of the engagement service, people involved in the engagement service, and machines required for the engagement service; constructing a digital twin of the telecom organization using the first set of entities, the second set of entities and the digital twin for each of the plurality of engagement services; providing a real time data as input to the constructed digital twin of the telecom organization to record the behavior of the plurality of configured entities; simulating the behavior of the plurality of entities for a plurality of scenarios; comparing the simulated behavior and the recorded behavior of the plurality of configured entities in terms of a set of key performance indicators; providing a set of requirements for the organization; and optimizing the customer engagement in the telecom organization based on the comparison and the set of requirements.

[010] It should be appreciated by those skilled in the art that any block diagram herein represents conceptual views of illustrative systems embodying the principles of the present subject matter. Similarly, it will be appreciated that any flow charts, flow diagrams, state transition diagrams, pseudo code, and the like represent various processes which may be substantially represented in a computer- readable medium and so executed by a computing device or processor, whether or not such computing device or processor is explicitly shown.

BRIEF DESCRIPTION OF THE DRAWINGS

[Oil] The accompanying drawings, which are incorporated in and constitute a part of this disclosure, illustrate exemplary embodiments and, together with the description, serve to explain the disclosed principles.

[012] FIG. 1 shows a block diagram of a system for optimizing and adapting telecom organization in dynamic environment, according to an embodiment of the present disclosure.

[013] FIG.2 is a functional block diagram of various modules stored in a telecom process optimization unit 102 of the system of FIG.l in accordance with some embodiments of the present disclosure. [014] FIGS. 3A and 3B show a flowchart illustrating the steps involved in a method for optimizing and adapting telecom organization in dynamic environment, according to an embodiment of the present disclosure.

[015] FIGS. 4A and 4B show a use case example of simulation dashboard results illustrating the optimizing and adapting telecom organization in dynamic environment, according to an embodiment of the present disclosure.

DETAILED DESCRIPTION

[016] Exemplary embodiments are described regarding the accompanying drawings. In the figures, the left-most digit(s) of a reference number identifies the figure in which the reference number first appears. Wherever convenient, the same reference numbers are used throughout the drawings to refer to the same or like parts. While examples and features of disclosed principles are described herein, modifications, adaptations, and other implementations are possible without departing from the spirit and scope of the disclosed embodiments. It is intended that the following detailed description be considered as exemplary only, with the true scope and spirit being indicated by the following claims.

[017] The embodiments herein provide the method and system for optimizing and adapting telecom organization in dynamic environment. The proposed method and system describe a multi-modelling based simulatable digital twin that enables in-silico quantitative exploration of design space to help human experts arrive at the right product offerings and customer engagement services. The proposed method and system initially construct a high-fidelity simulatable digital twin, validate it, set it up with real data, and simulate various (hypothetical) adaptation and design alternatives to understand their impacts on the key performance indicator values (KPIs). The proposed method and system approach rests includes four important concepts which includes the digital twin to enable in- silico quantitative analysis, an actor-based modelling paradigm to represent individual characteristics of communication service provider (CSP) as a system of systems as close to the reality as possible, a bottom-up simulation to support emergence of the overall behavior of communication service provider (CSP), and a two steps modelling and analysis method to construct, validate and analyze a simulation model with appropriate methodological rigor.

[018] Referring now to the drawings, and more particularly to FIG. 1 through FIG. 4B, where similar reference characters denote corresponding features consistently throughout the figures, there are shown preferred embodiments and these embodiments are described in the context of the following exemplary system and/or method.

[019] FIG. 1 shows a block diagram of a system 100 for optimizing and adapting telecom organization in dynamic environment, according to an embodiment of the present disclosure. The system 100 includes the telecom processes optimization unit 102 for adaption and optimization of the telecom processes, in accordance with some embodiments of the present disclosure. The telecom processes optimization unit 102 includes or is otherwise in communication with a memory 104, a communication interface 106, and a processor 108. The memory 104, communication interface 106, and the processor 108 may be coupled by a system bus 110 or a similar mechanism. Although FIG.l shows example components of the telecom processes optimization unit 102, in other implementations, system 100 may contain fewer components, additional components, different components, or differently arranged components than depicted in FIG.l.

[020] The processor 108 may be implemented as one or more microprocessors, microcomputers, microcontrollers, digital signal processors, central processing units, state machines, logic circuitries, and/or any devices that facilitates in designing polymeric carrier for controlled release of molecules. Further, the processor 108 may comprise a multi-core architecture. Among other capabilities, the processor 108 is configured to fetch and execute computer-readable instructions or modules stored in the memory 104. The processor 108 may include circuitry implementing, among others, audio and logic functions associated with the communication. For example, the processor 108 may include, but are not limited to, one or more digital signal processors (DSPs), one or more microprocessor, one or more special-purpose computer chips, one or more field-programmable gate arrays (FPGAs), one or more application-specific integrated circuits (ASICs), one or more computer(s), various analog to digital converters, digital to analog converters, and/or other support circuits. The processor 108 thus may also include the functionality to encode messages and/or data or information. The processor 108 may include, among other things, a clock, an arithmetic logic unit (ALU) and logic gates configured to support operation of the processor 108. Further, the processor 108 may include functionality to execute one or more software programs, which may be stored in the memory 104 or otherwise accessible to the processor 108.

[021] The memory 104, may store any number of pieces of information, and data, used by the system 100 to implement the functions of the system 100. The memory 104 may include any computer-readable medium known in the art including, for example, volatile memory, such as static random access memory (SRAM) and dynamic random access memory (DRAM), and/or non-volatile memory, such as read only memory (ROM), erasable programmable ROM, flash memories, hard disks, optical disks, and magnetic tapes. Examples of volatile memory may include but are not limited to volatile random-access memory (RAM). The non-volatile memory may additionally or alternatively comprise an electrically erasable programmable read only memory (EEPROM), flash memory, hard drive, or the like. The memory 104 may be configured to store information, data, applications, instructions or the like for enabling the system 100 to carry out various functions in accordance with various example embodiments. Additionally, or alternatively, the memory 104 may be configured to store instructions which when executed by the processor 108 causes the system 100 to behave in a manner as described in various embodiments.

[022] The communication interface(s) 106 can facilitate multiple communications within a wide variety of networks and protocol types, including wired networks, for example, local area network (LAN), cable, etc., and wireless networks, such as Wireless LAN (WLAN), cellular, or satellite. For the purpose, the communication interface (s) 106 may include one or more ports. One or more functionalities of the system 100 and components thereof, is further explained in detail with respect to block diagram described in FIG.2.

[023] FIG.2, with reference to FIG. 1, is a functional block diagram of various modules stored in telecom process optimization unit 102 of the system 100 of FIG.l in accordance with some embodiments of the present disclosure. In an embodiment of the present disclosure, the telecom process optimization unit 102 comprises of various modules that include a customer data receiving unit 110, a product data receiving unit 112, a service data receiving unit 114, a customer digital twin unit 116, a product digital twin unit 118, a service digital twin unit 120, a digital twin unit of the telecom organization 122, a simulation unit 124, a data comparison unit 126 and an optimization unit 128. In an embodiment, the customer data receiving unit 110, the product data receiving unit 112, the service data receiving unit 114 units of the telecom process optimization unit 102 assist to construct the customer digital twin unit 116, the product digital twin unit 118, the service digital twin unit 120 post which the customer data receiving unit 110, the product data receiving unit 112, the service data receiving unit 114 units feed data to the customer digital twin unit 116, the product digital twin unit 118, the service digital twin unit 120 of the telecom process optimization unit 102 to ensure that the reality and digital twins are in same state. Further the current constructed set up is simulated and observed through the digital twin unit of the telecom organization 122 and the simulation unit 124 of the telecom process optimization unit 102 and the observed simulation result (data) should be stored in the data comparison unit 126 of the telecom process optimization unit 102.

[024] According to an embodiment of the disclosure, the customer data receiving unit 110 of the telecom process optimization unit 102 of the system of FIG.1 is configured to receive a plurality of data related to one or more customers from distributed sources with heterogeneous technology platforms wherein the one or more customers are associated with the telecom organization. The individuals who subscribe one or multiple products offered by the communication service provider (CSP) constitute its customer base. Further, the customers may have different preferences or affinity for different product attributes and/or their values. Typically, the propensity of selecting a specific product by an individual customer depends on the affinity of the individual customer for all product offerings from all existing products of a ‘XXX’ CSP wherein ‘XXX’ CSP represents the CSP under consideration in the proposed disclosure and its competitors. The proposed method and system for the optimization of processes in the telecom organization uses multi criteria decision-making to compute this propensity wherein the association of customers from the communication service provider (CSP) defines a customer base key performance indicator (KPI), the revenue earned by the communication service provider (CSP) through the product subscriptions defines the revenue key performance indictor (KPI), and the revenue per customer helps to compute the average revenue per user (ARPU) of the communication service provider (CSP).

[025] In an embodiment, the product data receiving unit 112 of the telecom process optimization unit 102 of the system of FIG.l is configured to receive a plurality of data related to a plurality of products from distributed sources with heterogeneous technology platforms wherein the plurality of products are associated with the telecom organization. The product is a subscription plan for using a set of the CSP offerings for a specific time duration for e.g., month and year optionally with a device. Therefore, the product can be specified in terms of values of attributes which includes an international and domestic calls, a data, a text and a movie subscription. In an embodiment, the service data receiving unit 114 of the telecom process optimization unit 102 of the system of FIG.l is configured to receive a plurality of data related to a plurality of services from distributed sources with heterogeneous technology platforms wherein the plurality of services are associated with the telecom organization. The communication service provider (CSP) supports two types of services which includes a care service and a sale service wherein these services are typically enabled through three types of channels which includes a web, a call and an in store. Further, each channel has its own characteristics in terms of availability and reachability to the customers and prospects. The communication service provider (CSP) targets customers and prospects through sale services which includes the product sell and fulfillment of a subscription, and the customer concerns which includes billing and network related issues through the care services. Further the sale service and the care service are essentially a process which can be viewed as an orchestration of activities involving a quantum of effort and consuming a quantum of resources that can have properties which includes capability, availability and cost. In the proposed disclosure, a resource is classified into a plurality of types which includes a human resource, (IT/automation) an infrastructure and equipment which further includes the cables, the network devices, and the switches, wherein human resources is further classified into multiple types which includes an expert, an intermediate and a novice. The care service-related process activity, i.e., a care activity helps to resolve the issues reported by the customers. Further a plurality of factors which includes an availability of necessary equipment, sophistication of support infrastructure, and the quality of human resources involved which further includes skillsets, experiences and efficiencies determine the quality of resolution of an issue by the care activity.

[026] According to an embodiment of the disclosure, the customer digital twin unit 116 of the telecom process optimization unit 102 of the system 100 of FIG.1 is configured to collect information related to one or more customers from the plurality of data and represent each of the one or more customers as a first set of entities using the collected information, wherein each of the individual entities has a set of attributes and wherein, the set of attributes describes structural aspect, state related aspect, and behavioral aspect. In an embodiment, the product digital twin unit 118 of the telecom process optimization unit 102 of the system of FIG.1 is configured to replicate the plurality of products from the plurality of data as a second set of entities, wherein each of the plurality of products has product attributes. Further, the service digital twin unit 120 of the telecom process optimization unit 102 of the system of FIG.l is configured to construct a digital twin for each of the plurality of services/processes, wherein the digital twin for each of the plurality of services/processes comprises a third set of entities representing a plurality of departments of the care service, people involved in the care service, and machines required for the care service wherein the plurality of departments include retail stores, call centers for customer care, and departments for technical support where machines are automated voice answering machine, video explanation modules, robotic process automation units.

[027] In an embodiment, the digital twin unit of telecom organization 122 of the telecom process optimization unit 102 of the system of FIG.l is configured to construct the digital twin of the telecom organization using the first set of entities, the second set of entities and the digital twin for each of the plurality of engagement services. The proposed method and system construct the simulatable digital twin of the communication service provider (CSP) and its environment by transforming all elements defined in the digital twin of the telecom organization 122 which is constructed using the first set of entities which is represented by the customer digital twin unit 116 , the second set of entities which is represented by product digital twin unit 118 and the digital twin for each of the plurality of care engagement services which is represented by the service digital twin unit 120 into actor specification wherein, primarily a set of actor types (i.e., actor attributes and behavioral specification) and their interactions patterns are defined in the digital twin of the telecom organization 122. The key actor types for the communication service provider (CSP)in the proposed method and system are the product, the customer, the process, and the resources wherein the product actor type is described using a set of tuples of product attribute and value. The proposed method and system uses an event-condition-action (ECA) rules to capture product life-cycle behavior wherein the rules includes each simulation time ‘tick’ (i.e., event) if the subscription is active (i.e., condition) then reduce remaining subscription time by one time unit. The proposed method and system further define a temporal behavior for billing cycle of a product, and stochastic behaviors for device related issue, network related issues, billing related issues, and other product characteristics. The customer actor type defines the customer characteristics and two types of behavioral patterns subscription behavior and life-cycle behavior wherein the subscription behavior is the definition of selection criteria of an individual customer, which is defined in terms of personalized affinities for the product attributes. Further, this criterion helps the individual customer to subscribe a product from a list of available options offered by the ‘XXX’ CSP and its competitors. In an embodiment, life cycle behavior is the behavior of an individual during the life cycle of a subscribed product, i.e., how the customers react when they face some issues, which includes delay in fulfilment of a subscription request, billing related issues, and network outage.

[028] The proposed method and system use a rule based behavior with probabilities to specify behavioral patterns of the customers and the customer archetypes wherein the probabilities are initially learned from a historical data about the customer behavior and then continuously update those probabilities as simulation progresses to replicate the customer behavior and their adaptation. Further, the processes are represented using composite actor types comprising a set of activity and the resource actor types. Essentially, a process is formed by instantiating a process type with appropriate activity actors and the resource actors, i.e., the human resource actors, actors that represent required automation infrastructure, and the actors that represent equipment. The proposed method and system use the event-condition-action (ECA) based rule specification along with probabilistic distribution for the action space for those actors whose behaviors are known to some extent. Further, the actors that specify products, the processes, the resources and the channels are such type of actors wherein the behaviors for the above-mentioned actor types are specified by considering the domain understanding and synthesizing available data. However, the proposed method and system use a neural network models trained on a market data to represent the behavior of the competitor actors, and the historical data centric forecasting models for specifying actors that represent external events. Further the proposed method and system use the multi-modelling technique that involve the event-condition- action (ECA)model, the historical data centric ML models and a MCDM model specifying customers for replicating the customers of the communication service provider (CSP).

[029] According to an embodiment of the disclosure, the simulation unit 122 of the telecom process optimization unit 102 of the system of FIG.1 configured to simulate the behavior of the plurality of entities for the plurality of scenarios wherein the plurality of scenarios includes predicting the telecom organization future without modifying the current setting, performing a specific change in one of the process of the telecom organization and adding the plurality of customers with the plurality of behaviors or adding the plurality of products with different characteristics. The digital twin unit of the telecom organization (i.e., virtual environment) 122 is instantiated with real data from the past i.e., inputs and events in order to produce output that matches the past output. The process of instantiating the communication service provider (CSP) digital twin i.e. the digital twin unit of the telecom organization 122 includes creating the product actors of the ‘XXX’ CSP by instantiating the attributes and the values of the customer actor type from a product catalog, representing the products of all relevant competitors as a set product actors by exploring market research data, instantiating the customer actors from the customer records wherein each customer is represented as an actor with individual characteristics, and assigning all probabilities of the customers and the processes actor types by analyzing the historical traces of the customer record and product subscription data. Further the instantiated simulatable model is validated using three steps operational validity which includes setting the digital twin unit of the telecom organization 122 to a historical state, simulating communication service provider (CSP) till date by introducing a time event and comparing the simulated states with current state.

[030] According to an embodiment of the disclosure, the data comparison unit 124 of the telecom process optimization unit 102 of the system 100 of FIG.l is configured to compare the simulated behavior and the recorded behavior of the plurality of configured entities in terms of a set of key performance indicators by providing a real time data as input to the constructed digital twin of the telecom organization 126 to record the behavior of the plurality of configured entities. In an embodiment, the optimization unit 128 of the telecom process optimization unit 102 of the system of FIG.1 is configured to optimize the customer engagement in the telecom organization based on the comparison and the set of requirements by providing a set of requirements for the organization. Further, the optimization unit 128 explore and optimize products and processes by recommending a change in the product digital twin unit 118 to explore new products and/or any change in the existing products, and/or the service digital twin unit 120 to explore adaptation in operating processes wherein the efficacy is evaluated by simulating the changed digital twin in the digital unit of the telecom organization 122 and the simulation unit 124 and comparing the simulation results with respect to reference data in the data comparison unit 126. The use case examples of optimizing the processes in the telecom organization are detailed in the subsequent sections.

[031] FIGS. 3 A and 3B, with reference to FIGS. 1-2, is an exemplary flow diagram 300 illustrating a method for optimizing and adapting telecom organization in dynamic environment using the system 100 of FIG. 1 according to an embodiment of the present disclosure. In an embodiment, the system 100 comprises one or more data storage devices or the memory 104 operatively coupled to the one or more processors 108 and is configured to store instructions for execution of steps of the method by the telecom process optimization unit 102. The steps of the method of the present disclosure will now be explained with reference to the components of the system 100 and the modules 202-222 as depicted in FIGS. 1-2, and the flow diagram as depicted in FIG.3.

[032] Initially at step 202, a plurality of data related to one or more customers, a plurality of products and a plurality of engagement services are received from distributed sources with heterogeneous technology platforms. At step 204, information related to one or more customers is collected from the plurality of data. Similarly, at step 206, each of the one or more customers are represented as a first set of entities using the collected information wherein each of the individual entities has a set of attributes, wherein the set of attributes describes structural aspect, state related aspect, and behavioral aspect. At step 208, the plurality of products is replicated from the plurality of data as a second set of entities, wherein each of the plurality of products has product attributes. At step 210, the digital twin for each of the plurality of services/processes is constructed, wherein the digital twin for each of the plurality of services/processes comprises a third set of entities representing a plurality of departments of the engagement service, people involved in the engagement service, and machines required for the engagement service.

[033] At step 212, the digital twin of the telecom organization is constructed using the first set of entities, the second set of entities and the digital twin for each of the plurality of engagement services. At step 214, the behavior of the plurality of entities is simulated for a plurality of scenarios wherein the plurality of scenarios includes predicting the telecom organization future without modifying the current setting, performing a specific change in one of the products of the telecom organization and/or adding a new product for the telecom organization, performing a specific change in one of the process of the telecom organization and adding the plurality of customers with the plurality of behaviors or adding the plurality of products with different characteristics.. Further at step 216, a real time data is provided as input to the constructed digital twin of the telecom organization to record the behavior of the plurality of configured entities. At step 218, the simulated behavior and the recorded behavior of the plurality of configured entities are compared in terms of a set of key performance indicators.

[034] In the next step 220, a set of requirements are provided for the organization. And finally, at step 222, a customer engagement is optimized in the telecom organization based on the comparison and the set of requirements provided from the step 220.

[035] In an embodiment, utility and efficacy of the proposed simulatable actor-based digital twin approach for informed evidence driven decision-making of the communication service provider (CSP) illustrated by considering the CSP (i.e., XXX CSP) whose key focus is to increase the customer base, reduce the customer churn, improve the profit margin and improve the customer experience by introducing and altering existing products, and effectively adapting supported engagement. Further, from process perspective, the proposed disclosure considered engagement services that include an order fulfillment, a product activation and a usage related issue resolution support through three channels which further includes the call, the web and in store support. The proposed disclosure evaluates the plurality of business scenarios using simulatable digital twin i.e. the digital twin unit of the telecom organization 122 which includes what would be the impact in subscription pattern when there is a change in the value of one or more product attribute(s) from the own telecom organization and its competitors, what would be the impact in the subscription pattern when a new product is launched, and what would be the near and long term implication (in term of customer chum rate and customer experience) when there is any change in the engagement services.

[016] The proposed disclosure illustrates a representative but nearly a real business case for exploring the product attributes and effectively adapting the care process to improve the customer base, the revenue and the customer experience, and reduce the customer churn. Consider that an environmental event is coming up in a country Ά' and all CSPs (communication service providers) related to a country 'B' are expecting that many of their customers will travel to the country Ά' during the event. But the ‘XXX’ CSP sees that its plan (product) that offers an international roaming is not popular amongst the offered plans and currently the goal of the ‘XXX’ CSP is to increase the subscription of the country's international plan by next two quarters such that the country can gain competitive advantage during the up-coming event. In the proposed disclosure, the above-mentioned scenario is illustrated by constructing the ‘XXX’ CSP with 7 products, 7642 customers categorized into 10 customer archetypes. Initially the constructed digital twin of the telecom organization 122 is simulated and the key KPIs (key performance indicators) are observed to establish the faithfulness of the constructed digital twin of the telecom organization 122 as illustrated in the following tables.

(a) Table 1 - Product descriptions

(b) Table 2 - Customer and customer architype descriptions

( c ) Table 3 - Care related parameters [037] FIGS. 4A and 4B show a use case example of simulation dashboard results for 730 days illustrating the optimizing and adapting telecom organization in dynamic environment, according to an embodiment of the present disclosure. Referring to the FIGS. 4 A and 4B, the KPIs includes the trends of sales of all 7 products (FIG. 4A), the revenue margin, the customer churn, and the customer experience i.e., how many customers experienced issues, how many complaints are reported, how many of them are resolved first time and so on. Further, the sale of international plan which is illustrated in graphs of FIG. 4A is not a popular product amongst other products. As shown in FIG. 4B, the other KPIs(key performance indicators), i.e., the customer chum and the customer experience (i.e., first time resolution FTR), are moderate and under control for the current setting these KPIs(key performance indicators) and their trends depict the faithfulness of the constructed digital twin of the telecom organization 122 with respect to the real communication service provider (CSP). In an embodiment, the proposed disclosure introduced a plurality of interventions possible along with a price point and the CSP related services, which includes an additional data, a cloud storage, a subscription to music and various coupons. The proposed disclosure re-simulated the constructed digital by changing the monthly subscription rate of international plan from $70 to $50 and remaining other attribute values unchanged wherein it is observed that the initial sale of international plan is high for some time interval right after the intervention is introduced. However, it is further observed that the sale trend of all products, including international plan, is reducing over the time (significantly after 60 ‘days’, i.e., simulation ‘tick’). Further, the simulation also shows that the profit margin and the revenue are reducing, and the churn rate is increasing as intervention is introduced. Therefore, it indicates that the above- mentioned intervention is not a robust intervention for this CSP. Further, the customer experience graph drops significantly in the FTR (First Time Resolution), which explains the reason for this bad situation. Essentially, a large segment of the existing customers has started switching from their existing plan to international plan. However, it is observed that the current care process is not capable of supporting such large customer base for the international plan (as reflected in FTR) and lack of the customer care support for a specific plan results into poor customer experience, which lead to high customer churn. Further, this explains a case where an inappropriate intervention can lead to considerable and irreversible loss for the communication service provider (CSP) unless it is backed with appropriate change throughout the communication service provider (CSP), e.g., appropriate change in the care and other services.

[038] In an embodiment, the proposed disclosure further includes the required appropriate interventions in engagement service to support increased customer base. As shown in aforementioned table 3 where it describes the care related parameters, the ‘XXX’ CSP uses robotic automation aids which includes an automated voice and a video service, to answer certain types of the customer calls(i.e., payment gateway, plan price, ambiguous terms and condition, etc.) with a certain CAPEX (capital expense - example when you buy an equipment, one time cost, is CAPEX) and an OPEX (operational expenses - example when you pay maintenance/license cost of the equipment then they are OPEX) investments. The proposed disclosure further describes the consequence when automation support is increased across all types of call by investing appropriate CAPEX and OPEX. Further, when the investment is made to automate 20% , the sale of the international plan reached double from an initial state (i.e., base scenario) without any degradation in the sale over time wherein the churn ratio is decreased, and the profit margin is improved significantly from the earlier experimentational result, i.e., experiment with reduced price. However, it is observed from the simulation result that the automation related change is not effective for improving the overall profit and the revenue despite of improvement in customer base from the base scenario which includes the reference data essentially the simulation results of digital twin that represent the real system, i.e., digital twin with no intervention by the optimizer, wherein the key reasons being the price of the international plan is less and moreover the CAPEX and the OPEX are more to support automation, which are not compensated by the revenue improvement due the plan switch.

[039] In an embodiment, in the proposed disclosure a scenario wherein an investment strategy to enable sophisticated robotic process automation for billing and network related interactions (to automate around 40% of these two types of calls) than supporting all types of call is simulated wherein, the result shows significant improvement in the international plan subscription, improvement of the revenue and the profit, and the less customer churn.

[040] Hence a method and a system for optimizing and adapting telecom organization in the dynamic environment. The proposed method and system for the optimization of processes in the telecom organization explain the use of the multi modelling based simulatable digital twin for in-silico quantitative exploration of adaptation and design alternatives of the communication service provider (CSP) to help business experts to arrive at the right interventions at right time and with right sequence with precision. The proposed method and system for the optimization of processes in telecom organization describes the digital twin of the telecom organization 122 which is constructed using the first set of entities which is represented by the customer digital twin unit 116 , the second set of entities which is represented by product digital twin unit 118 to describe the products, the processes, the customer and the environment of the communication service provider (CSP) and further includes a schema to construct the simulatable digital twin which demonstrates how the simulatable digital twin can help business experts to explore adaptation and design alternatives with precision.

[041] The written description describes the subject matter herein to enable any person skilled in the art to make and use the embodiments. The scope of the subject matter embodiments is defined by the claims and may include other modifications that occur to those skilled in the art. Such other modifications are intended to be within the scope of the claims if they have similar elements that do not differ from the literal language of the claims or if they include equivalent elements with insubstantial differences from the literal language of the claims.

[042] The embodiments of the present disclosure herein solve the problems of intensive and time taking research required for identification of new hydrogen storage material. The disclosure provides a method and system for identification of materials for hydrogen storage.

[043] It is to be understood that the scope of the protection is extended to such a program and in addition to a computer-readable means having a message therein; such computer-readable storage means contain program-code means for implementation of one or more steps of the method, when the program runs on a server or mobile device or any suitable programmable device. The hardware device can be any kind of device which can be programmed including e.g. any kind of computers like a server or a personal computer, or the like, or any combination thereof. The device may also include means which could be e.g. hardware means like e.g. an application-specific integrated circuit (ASIC), a field-programmable gate array (FPGA), or a combination of hardware and software means, e.g. an ASIC and an FPGA, or at least one microprocessor and at least one memory with software modules located therein. Thus, the means can include both hardware means, and software means. The method embodiments described herein could be implemented in hardware and software. The device may also include software means. Alternatively, the embodiments may be implemented on different hardware devices, e.g. using a plurality of CPUs.

[044] The embodiments herein can comprise hardware and software elements. The embodiments that are implemented in software include but are not limited to, firmware, resident software, microcode, etc. The functions performed by various modules described herein may be implemented in other modules or combinations of other modules. For the purposes of this description, a computer- usable or computer-readable medium can be any apparatus that can comprise, store, communicate, propagate, or transport the program for use by or in connection with the instruction execution system, apparatus, or device.

[045] The illustrated steps are set out to explain the exemplary embodiments shown, and it should be anticipated that ongoing technological development will change the manner in which particular functions are performed. These examples are presented herein for purposes of illustration, and not limitation. Further, the boundaries of the functional building blocks have been arbitrarily defined herein for the convenience of the description. Alternative boundaries can be defined so long as the specified functions and relationships thereof are appropriately performed. Alternatives (including equivalents, extensions, variations, deviations, etc., of those described herein) will be apparent to persons skilled in the relevant art(s) based on the teachings contained herein. Such alternatives fall within the scope and spirit of the disclosed embodiments. Also, the words “comprising,” “having,” “containing,” and “including,” and other similar forms are intended to be equivalent in meaning and be open ended in that an item or items following any one of these words is not meant to be an exhaustive listing of such item or items, or meant to be limited to only the listed item or items. It must also be noted that as used herein and in the appended claims, the singular forms “a,” “an,” and “the” include plural references unless the context clearly dictates otherwise.

[046] Furthermore, one or more computer-readable storage media may be utilized in implementing embodiments consistent with the present disclosure. A computer-readable storage medium refers to any type of physical memory on which information or data readable by a processor may be stored. Thus, a computer- readable storage medium may store instructions for execution by one or more processors, including instructions for causing the processor(s) to perform steps or stages consistent with the embodiments described herein. The term “computer- readable medium” should be understood to include tangible items and exclude carrier waves and transient signals, i.e., be non-transitory. Examples include random access memory (RAM), read-only memory (ROM), volatile memory, non volatile memory, hard drives, CD ROMs, DVDs, flash drives, disks, and any other known physical storage media.

[047] It is intended that the disclosure and examples be considered as exemplary only, with a true scope of disclosed embodiments being indicated by the following claims.