WO2004104888A1

WO2004104888A1 - System and method for queue reservation

Info

Publication number: WO2004104888A1
Application number: PCT/SG2004/000138
Authority: WO
Inventors: Cheh Ngee Goh
Original assignee: Mobilastic Technologies Pte Ltd
Priority date: 2003-05-26
Filing date: 2004-05-19
Publication date: 2004-12-02
Also published as: EP1629422A1; EP1629422A4

Abstract

A queue reservation system (10) for enabling a customer to reserve a position in a queue comprises a communication means (14) for receiving a queue reservation request from a customer, a queue processing means (20) and a queue system (22) operatively connected to said queue processing means. The communication means receives a queue reservation request from a customer. The queue processing means processes the queue reservation request from the receiving means and allocates a queue reservation identifier to the customer to identify their place in the queue of the queue system. The queue processing means reserves a place in the queue on behalf of the customer and monitors the customer’s place in the queue in order to determine when the customer is likely to be served. The communication means communicates with the customer to advise the customer when they are about to reach the front of the queue.

Description

SYSTEM AND METHOD FOR QUEUE RESERVATION

FIELD OF THE INVENTION

[0001] The present invention relates to a queue reservation system and method for enabling a customer to reserve a position in a queue from a remote location, and relates particularly, though not exclusively, to such a system and method providing multiple communication channels.

BACKGROUND OF THE INVENTION

[0002] There are many situations where customers are required to wait in a queue in order. to be served at a service counter. Likewise, when a customer calls a customer service call centre using a telephone, it is very common for the customer to be placed on hold for a considerable length of time before being transferred to a customer service agent. Whether the queue is a physical queue or a telephone queue, waiting in the queue in order to be served can be a frustrating experience. The frustration suises because the customer does not know how much longer he or she has to wait before being served, he or she does not know when is the best time to join the queue and his or her waiting time cannot be used for doing other work since if he leaves the queue he or she will lose his or her place. In the case of call centre based telephone queuing, should the customer hang up or accidentally be disconnected, he or she must call again and will be placed back at the end of the queue. Furthermore, during the time that the customer is waiting, he is unable to make or receive other telephone calls and may be incurring expensive telephone charges.

[0003] Several prior art solutions have been offered to address these problems. In. the case of counter-service queuing, there are electronic queue based systems that enable the organisation's customer service personnel to better manage the queue. When a customer enters the service area, they must first physically obtain a queue ticket with a number on it as a way of identifying themselves. An electronic visual display shows the number of the customer currently being served. When one of the customer service personnel becomes free, he or she presses a button and the system displays the next queue i number. When the customer's identification number is displayed, he or she knows that it is their turn to be served. The main disadvantages of tliis system are that the customer still has to be physically at the location to obtain a queuing ticket, and mus xemain in the physical vicinity in order to keep an eye on the electronic display.

[0004] In the case of telephone queuing, such as that employed in telephone call " centres, various diversionary tactics are employed to encourage the customer to remain on line. For example, a recorded message may inform the customer at regular intervals his or her position from the head of the queue or an estimate of the time remaining before he or she can expect to be served. Customers may also be encouraged to try another method of performing a transaction, for example, using the Internet, or may be provided with interesting promotional messages. However, none of these methods are very successful in mitigating the frustration of the caller, who must lemam waiting on. line in order to be served.

[0005] The present invention was developed with a view to providing a system and method of automatic queue reservation by a customer from a remote location. Once a queue position has been reserved by a customer, they need not wait but can continue with their normal business. They will then be advised, either by being called back or by being, otherwise notified, that their position in the queue is about to be served so that they can receive prompt service.

SUMMARY OF THE INVENTION

[0006] According to one aspect of the present invention, there is provided a method of enabling a customer to reserve a position in a queue, the method including the steps of: receiving a queue reservation request from a customer, allocating a queue reservation identifier to the customer to identify their place electronically i the queue; reserving a place electronically in the queue on behalf of the customer such that the customer need not wait in the queue; allowing the customer to reclaim the reserved place in the queue.

[0007] Preferably the method further includes the steps of monitoring the customers place electronically in the queue in order to determine when the customer is likely to be served; and communicating with the customer to advise the customer when they are about to reach the front of the queue so that they can reclaim their place in the queue in a timely manner.

[0008] According to another aspect of the present invention, there is provided a method of enabling a customer to reserve a position in a queue from, the method including the steps of: receiving a queue reservation request from a customer; allocating a queue reservation identifier to the customer to identify their place electronically in the queue; reserving a place electronically in the queue on behalf of the customer; monitoring the customer's place electronically in the queue in order to determine when the customer is likely to be served; and cornmumcating with the customer to advise the customer when they are about to reach the front of the queue so that they can be served promptly.

[0009] Typically, in situations where the customer is to be served over a telephone line, the method includes the further steps of: receiving a customer's return call after a customer has been advised they are about to reach the front of the queue; and authenticating the customer's queue reservation identifier before placing their call in a priority queue for priority service.

[0010] Typically, said step of allocating a queue reservation identifier includes one or more of the following options: employing the customer's telephone number as the queue reservation identifier; employing an alternate telephone number specified by the customer as the queue reservation identifier; and

• allocating an identification code to the customer as the queue reservation identifier. [0011] Advantageously, said step of receiving a reservation request from a customer at a remote location includes one or more of the following options: receiving a telephone call from the customer either manually or using an automatic voice response (AVR) system; receiving a message service text message from a customer via a message service communication channel; receiving an on line reservation request form in a HTML format via the Internet; and receiving a wireless reservation request message via a WAP communication channel.

[0012] Preferably said step of communicating with the customer is performed using a communication channel specified by the customer at the time of making the queue reservation request.

[0013] According to another aspect of the present invention there is provided a queue reservation system for enabling a customer to reserve a position in a queue, the system including: receiving means for receiving a queue reservation request from a customer; queue processing means for processing a queue reservation request received via the receiving means, said queue processing means including means for allocating a queue reservation identifier to the customer to identify their place electronically in the queue, means for reserving a place electronically in the queue on behalf of the customer, and means for monitoring the customers place electronically in the queue in order to determine when the customer is likely to be served; and transmitting means operatively connected to said queue processing means, for communicating with the customer at a remote location to advise the customer when they are about to reach the front of the queue, whereby, i use, the customer can be served promptly without having to waste time actually waiting in the queue.

[0014] Preferably said receiving means and transmitting means are both provided as part of a communication server that operatively interfaces with said queue processing means.

BRIEF DESCRIPTION OF THE DRAWINGS

[0015] In order to facilitate a better understanding of the nature of the invention, preferred embodiments of the queue reservation system and method according to the invention will now be described in detail, by way of example only, with reference to the accompanying drawings, in which:

Figure 1 is a functional block diagram illustrating an embodiment of a queue reservation system according to the present invention;

Figure 2 is a functional block diagram of preferred software components included in a queue processor of the system illustrated in Figure 1;

Figure 3 is a flow chart illustrating a typical algorithm for controlling the process of authenticating a customer's queue reservation identifier; and

Figure 4 is a flow chart illustrating an example of an SMS embodiment of the method of queue reservation according to the present invention.

DETAILED DESCRIPTION OF PREFERRED EMBODIMENTS [0016] In its preferred form, the queue reservation system according to the present invention is capable of receiving a queue reservation request over multiple communication channels. Figure 1 illustrates a preferred embodiment of a multi-channel queue reservation system 10. The queue reservation system 10 is capable of receiving of a queue reservation request from a customer's electronic communication device 12, whether the device 12 is a mobile phone, a land line phone, an Internet enabled PDA, a computer or some other suitable device,

[0017] A communication server 14 operates as a multi-channel transcoder providing an interface with a queue processor 20 for receiving and transmitting messages over multiple communication channels. The communication server 14 may incorporate an automatic interactive telephone answering system, an SMS server, an automated email parsing engine, an Internet server and any other suitable technologies required to provide an interface between the customer's communication device 12 and the queue processor 20. The communication server 14 receives input over various channels, including text from SMS, HTML from the Internet, WML from WAP, VXML (voice XML) from automatic voice response (AVR) systems and transcodes it into a format that can be used by the queue processor 20. The queue processor 20 returns its output in the same format. This output is then transcoded by the communication server into an apprqpπate format and transmitted to the customer over the appropriate output channel. The ;transcoder is typically a combination of XSLTs (style sheets) and a software component called Chameleon, and is available in the market.

[0018.] The queue processor 20 incorporates several software components that monitor an electronic queue system 22, return intelligent information about the queue, activates notification of queue position, and interacts with the communication server 14.

[0019] The queue processor 20 determines whether there is a need to offer the customer the reservation facility; reserves a queue number, simulating the taking of a ticketj from a queuing machine; estimates the queue time based on the head and tail of the queue and estimates how much time it takes for a queue number to be serviced; returns the current status to the queue, such as the number being serviced, determining the head of the queue and the tail of the queue; and allocates and maintains different queues inside the service organisation.

[0020] When the customer wants to reserve a place in a queue, the customer contacts the communication server 14 such as by making a telephone call or by SMS. In the case of an SMS, a SMS server within the communication server 14 then talks to the queue processor 20 and requests a queue number. The queue processor 20 then returns a queue number to the communication server 14. The c»mmunication server 14 then sends a queue number to the customer's electronic device 12 (mobile phone) to provide the queue number to the customer, by text or voice. The queue processor 20 has thereby reserved a place in the electronic queue in the electronic queue system 22. The queue processor 20 then monitors the electronic queue and informs the customer of their queue proximity. Specifically, the queue processor estimates the customer's queue proximity, sends a message to the communication server to send a notification message to the Customer and sends the customer an aopropriate message informing them of the queue proximity which could be in the form of the time estimated before they reach the front of the queue or a message when theyi are about to reach the front of the queue. The queue processor interfaces with the electronic queue system. Queue monitoring software of the queue processor 20 monitors the progression of the customer's place in the queue and will alert the customer when their proximity to the front of the queue reaches a desired position, such as one or two positions away from the front of the queue.

i [0021] Figure 2 shows APIs of the queue processor 20 able to accomplish these functions.

[0022] An issue queue number API 30 takes the customer's ID as a string, such as their phone number, reserves a queue number in the queue and returns the queue number as an output string.

[0023] A queue status API 32 returns the status of the queue to which the counter is serving, the queue number in the form of a double dimensioned array including the head of queue and tail of the queue.

[0024] A queue estimated time API 34 receives the queue number as a string and estimates the approximate time it would take to service the queue number by using the current status of the queue API 32. The, ume is returned as an integer.

[0025] A queue registration API 36 receives the channel address from which the reservation request is sent (such as the registered phone number) as a string, an alternative notification channel address fsuch as alternative phone number) as a string, a notification channel method as a stringj and a service request as a string. Hie API 36 installs the sender channel address, the alternative notification address, the notification channel method and the service request information in the queue. The queue number is returned as a string,

[0026] An example of the present invention in the application of a phone call centre. If, for example, a customer, John, iαuts to make an enquiry about a flight he has booked to go to Miami, he phones the lairline service number which connects his phone 12 to the communication server 14. He chooses to make a queue reservation through the interactive phone system. In reply, he obtains an SMS message telling him the number of people before him in the telephone queue and an estimated time before he will progress to the head of the queue.

[0027] The customer could make the- enquiry through alternative channels, such as by sending a SMS message. The customer may request an alternate response channel, such as sending an alternate land line number. Depending on the configuration and selected option the customer may take his or her place (as reserved) in the queue in a number of ways. When providing an alternate number is an available option and is given, the customer service agent can call the customer when he or she reaches the head of the queue,. Alternatively, the customer mav use an email or other system to make a queue reservation and give a specific number for the call centre agent to call him when he is at the head of the queue.

[0028] Rather than have a customer service agent call the customer, the queue management system may calculate the time minutes it estimates it is necessary for the customer to reach the head of the virtual queue. It would then inform the customer by SMS (or other channel) that he should try to call within the estimated time. The call centre call management software will keep a pool of customer numbers that, have reached the head of the queue, they will then be given priority to be answered before the callers^' who did not book a place. When the person registers they will be given a code and they can enter this to verify their identity.

[0029] When the pre-booked customer calls back after the estimated time and the system finds the caller has indeed reached the head of the queue they are given the priority position to be answered quickly. The electronic queue system needs to distinguish users who have a place reserved in a queue and those who do not. Those who do not have a place in the queue are put into the general queue and will advance with the queue in the normal manner. Those that have reserved their place are placed in the priority queue for callers who have made reservations. The priority queue is dealt with before the general queue to minimise the frustration and waiting by the customer. In order to determine which queue to place the user within a priority queue, an algorithm is used, which is depicted in Figure 3 and will now be described.

[0030] The queue processor first queries whether the user is registered within the system at 42. The identity of the customer may be verified using the caller ID from the phone used to make the call. If this does not match, the caller's phone number is then checked against an alternate number at 44 (which may have been given when the custom first entered the queue). If the caller is still not recognised, the user is then given the opportunity to enter their user code at 46. The code then undergoes authentication at 48. If the code is not authenticated, the user is given the opportunity to enter the registered phone number (the number from which the call to reserve the place in the queue was first made) at 50. The entered phone number is then checked to see if it registered at 52. If it is not, it is assumed that the customer does not have a place reserved in the queue and the call is routed to the general queue at 54. If the caller is recognised through one of the caller's current phone number, the alternate phone number, the code entered, or the registered phone number then the call is routed to a priority queue at 56.

[003 b] Before entering the virtual queue the customer can select, in the usual manner, a particular area of service relevant to them so that when the caller number is identified the caller should be directed immediately to the relevant department without the customer having to choose the service again.

[0032] The method of joining the queue is described in relation to Figure 4. In this example, the customer sends an SMS 62 to the communication server 14 to make a reservation in the queue. It is passed to the queue server 20. The message is then checked to see whether an alternate line is speciucu aι 64. If the alternate line has been specified, the queue processor allocates the customer a place in the queue and holds the placeiin the queue at 75. When the customer reaches the head of the queue, the queue processor initiates the user's turn in. the queue at 66, whereupon a customer service officer can call a user on the user's alternate line at 68.

[0033] If an alternate line is not provided, the system determines whether service call back mode is specified at 70. If the service call back mode is not specified, then the system checks if providing a call back time is applicable. If so, the queue processor 20 allocates the cui.υmer a place in the queue and holds the place in the queue at 75. The queue processor 20 calculates the call back time at 74. The user is then informed via a suitable communication medium such as SMS Internet or WAP to call back on the calculated call back time 76. If the call back service mode is requested, the queue processor 20 allocates the customer a place in the queue and holds the place in the queue at 75. When the customer reaches the head of the queue, the queue processor 20 initiates the user's turn at 78 and the customer service officer calls back the user at 80.

[0034] An example of a physical queue system is now described. A customer wants to visit a bank during their lunch break at the end of the month. They will be aware that long queues are expected during this time. Before leaving to go to .the bank, the customer can contact the queue reservation system 10 and express their intention to queue! up. They will be notified of a queue number and the number of people before him or her in the queue. They can then be provided with an estimate of when he or she will reach the head of the queue. They can then turn up at the appropriate time and take their place in the queue.

[0035] The queue system can send a message, such as by SMS, to the customer informing them that their turn in the queue is coming soon. That way they can reach the queue, take their place without missing their turn.

[0036] The customer can query the queue processor through the same channels to find out the state of the queue, such as which queue number is being served at which counter. The counter queue server system can then provide the appropriate wanting by calling or SMSing the customer to direct them to the specific counter for service.

[0037] The skilled addressee will realise the present invention has numerous advantages. These include:

it is cost effective because it is not expensive to install and run:

most people know how to make a phone call and send an SMS so this system can be used by. virtually anybody,

the system is automatic and requires no human supervision;

the system can be pervasive because people can make queue reservations on the run;

once an SMS is established, the customer can be notified automatically of their place in the queue which is especially useful to people with a mobile phone; and

this process can be used as a channel for customer relationship management.

[00385 In the case of the present invention's application to call centre services, the following additional advantages are available:

customers no longer need to spend time and phone charges waiting for a service agent to answer their enquiries or service needs;

customers can be made to feel that they are being looked aftei instead of being frustrated, thus improving their customer service experience;

the organisation providing the telephone enquiry service does not have to increase its cost, either putting more agents in the call centre or paying more for toll free call charges; and

the system is fully compatible with existing methods of call management system so there is no loss of investment for call centres that have invested heavily in the existing management software.

[0039] The skilled addressee will realise that numerous modifications and variations may be made to the present invention without departing from the basic inventive concept. Such modifications and variations are intended to fall within the scope of the preset invention the nature of which is to be determined from the foregoing description.

Claims

THE.CLAIMS DEFINING THE INVENTION ARE AS FOLLOWS:

1. A method of enabling a customer to reserve a position in a queue, the method incluαing the steps of: receiving a queue reservation request from a customer; allocating a queue reservation identifier to the customer to identify their place electronically in the queue; reserving a place electronically in the queue on behalf of the customer; monitoring the customer's place electronically in the queue in order to determine when the customer is likely to be served; and communicating with the customer to advise the customer when they are about to reach the front of the queue so that they can be served promptly.

2. A method according to claim 1, wherein in situations where the customer is to be served over a telephone line, the method includes the further steps of: receiving a customer's return call after a customer has been advised they are about,to reach the front of the queue; and authenticating the customer's queue reservation identifier before placing their call in a priority queue for priority service.

3. A method according to claim 1, wherein said step of allocating a queue reservation identifier includes one or more of the following options: employing the customer's telephone number as the queue reservation identifier; employing an alternate telephone number specified by the customer as the queue reservation identifier; and allocating an identification code to the customer as the queue reservation identifier.

4. A method according to claim 1, wherein said step of receiving a reservation request from a customer at a remote location includes one or more of the following options: receiving a telephone call from the customer either manually or using an automatic voice response (AVR) system; receiving a message service text message from a customer via a message service communication channel; receiving an on line reservation request form in a HTML format via the Internet; and receiving a wireless reservation request message via a WAP communication channel.

5. _j A method according to claim 1, wherein said step of communicating with the customer is performed using a communication channel specified by the customer at the time of making the queue reservation request

6. A method of enabling a customer to reserve a position in a queue, the method including the steps of: receiving a queue reservation request from a customer; allocating a queue reservation identifier to the customer to identify their place electronically in the queue; reserving a place electronically in the queue on benan of the customer such that the customer need not wait in the queue; allowing the customer to reclaim the reserved place in the queue.

7. A method according to claim 6, wherein the method further includes the steps of monitoring the customer's place electronically in the queue in order to determine when the customer is likely to be served; and communicating with the customer to advise the customer when they are about to reach the front of the queue so that they can reclaim their place in the queue in a timely manner.

8. A queue reservation system for enabling a customer to reserve a position in a queue, the system including: receiving means for receiving a queue reservation request from a customer; queue processing means for processing a queue reservation request received via the receiving means, said queue processing means including means for allocating a queue reservation identifier to the customer to identify their place electronically in the queue, means for reserving a place electronically in the queue on behalf of the customer, and means for monitoring the customers place electronically in the queue in order to deterinine when the customer is likely to be served; and transmitting means operatively connected to said queue processing means, for. commumcating with the customer at a remote location to advise the αistomer when they are about to reach the front of the queue, whereby, in use, the customer can be served promptly.

9. A system according to claim 8, wherein said receiving means and transmitting means are both provided as part of a communication server that operatively interfaces with said queue processing means.