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Any API related to Customer DNA

  • 1.  Any API related to Customer DNA

    TM Forum Member
    Posted 4 days ago
    Hello Everyone,

    I have a use case where as part of Customer 360 view, I want to let the agent know what is happening with the customer or what should customer be most interested in knowing at a moment.

    So of the scenarios are -

    • Customer has initiated a move request from one address to another and so agent can offer a product that is serviceable at new address.
    • Customer is planning to go on a vacation and so requested for temporary suspension of the services and so agent can offer say a upgrade data pack on the mobile subscription for vacation location.
    • Customer has requested for permanent termination of certain products which will be terminated in future date and so agent can offer certain discounts etc.
    • Customer has not paid his last bill and may potentially be suspended so agent can remind the customer about the same to avoid suspension.
    These are few use cases, now I can try and get this information from various APIs like Customer Billing Account, Customer profile , Customer Bills etc. but my opinion is these are more closer to a customer DNA.

    Do we have any API defined or any single entity in SID model that can support this kind of USE CASE?

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    Ravi Verma
    Infosys
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  • 2.  RE: Any API related to Customer DNA

    TM Forum Member
    Posted 2 days ago
    Hi Ravi
    You can of course compose a Customer360 view from individual APIs, as you write (don't forget also TMF622 Customer Order, which will give you information on many of the items in the first three bullets).
    There has been some interest in having a dedicated API for this, even though you could argue that it is more of a presentation thing than a back-end API.
    The best I can do is put you in contact with @Shantanu Raje of Rogers, who I believe has started work on defining a schema for such an API (the API already has a number in the Open API planning list).
    Hope it helps​

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    Jonathan Goldberg
    Amdocs Management Limited
    Any opinions and statements made by me on this forum are purely personal, and do not necessarily reflect the position of the TM Forum or my employer.
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  • 3.  RE: Any API related to Customer DNA

    TM Forum Member
    Posted yesterday
    Thanks Jonathan.

    My Opinion is also to populate the information at the 360 load but the only issue I forsee is, it may lead to increase in load time as data from multiple APIs have to be consumed and then the view have to be created. This will be additional effort on the front end consumer. On the contrary single API will be easy to consume.

    However, we need to be conscious that we do not end up creating Redundant APIs.

    I will connect with @Shantanu Raje for more details on his work.​

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    Ravi Verma
    Infosys
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