FI112423B - queuing - Google Patents

Description

112423

Queuing system - Kösystem

BACKGROUND OF THE INVENTION 1. Field of the Invention The invention relates to queue management systems and methods.

2. Description of the Related Art

Queuing is very unfortunate for customers, but it is often unavoidable. Queues occur in many different environments: for example, in offices, at a doctor's office, and in a variety of services. Various already-10 lifting systems have been developed. One known system is based on the use of queue tickets, with each ticket having a sequential number indicating the customer's position in the queue. When ready to serve the next customer, the service desk employee changes the number on the display board to a larger one. the holder of the numbered queue ticket knows his turn has come.

Further, WO 9703418 discloses a solution for assigning shift numbers:: wherein the identified user can be given a certain priority over the solution flow: Y; ronumerojärjestelmässä. According to the solution, the user identifies himself to the interchange number system by means of a magnetic card when allocating the interchange number, whereby the flow number. the numbering system may ascertain the priority status of the user or other similar information from his data bank and thus provide the user with the desired shift number. Still further, JP 07066891 discloses a solution in which a charger contacts a queuing system via a landline telephone, orders a queue and its waiting time, and reserves a call at a specified time. When the busy time is up, the booking system will contact the charger's telephone equipment, pager or computer.

However, prior art systems have many shortcomings. For example, they do not have a fair opportunity to treat customers differently according to their importance: Y. In addition, customers must arrive at the service point to pick up their shift numbers and cannot leave because if they leave, they may not know the 30 numbers being served at any given time.

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Brief Description of the Invention

An object of the invention is to provide a queuing system which avoids the problems of the prior art queuing system. It is also an object of the invention to provide a queuing system and method that allow for more flexible queuing for service providers. In addition, the system aims to implement a queuing system that allows customers to join the queue remotely and monitor the queue status remotely.

The objectives are achieved by a system whereby customers can join the queue and receive information about the queue-related service point via a mobile station such as a cellular telephone.

The method according to the invention is characterized by what is disclosed in the characterizing part of the independent method claim. The queue management system according to the invention is characterized by what is disclosed in the characterizing part of the independent claim to the queue management system. The computer program product 15 according to the invention is characterized by what is stated in the characterizing part of the independent claim on the computer program product. Other preferred embodiments of the invention are disclosed in the dependent claims · v. · 'According to the invention, a queuing system and method are provided. According to a preferred embodiment of the invention, a computerized queue management unit is provided to receive queue-up messages from users' mobile communication devices, to send queue status messages to users, and to send a queue status message to users. · ·, Queue information to the noo related service point. The inventive system allows the flexible management of one or more queues for one or more service points ... 25 points. The inventive system allows users to join queues remotely and, most preferably, to monitor queue status remotely

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so that they do not have to queue at the service point to be prevented from performing other *: · · i tasks. In a preferred embodiment of the invention, users are added to queues: '*': also to places other than the queue, depending, for example, on the user's status as a service point customer. Adding users to the middle of the queue enables'; * 'special treatment for certain users or groups of users, for example.

* · * • »There are many ways to determine a user's starting position in a queue, such as the value of the bonus account, the user's customer group, the number of previous purchases, or a combination of many such factors. Starting 3 112423 positioning weighting factors can be calculated from many different types of user-related, previously stored information, such as different user-related customer information. This information can be, for example, a bonus account that is credited with each purchase. A large number of bonuses in such an example would justify a good starting position in the queue. In addition, if a user arrives to the service point in time, the service point could give him bonuses. Such an embodiment allows customer behavior to be influenced in many ways by using different incentives.

Since joining a queue involves establishing a communication path between the service point 10 and the user through the queue management unit for at least the duration of the queue, the service points may send advertisements, offers, and other messages to queued users. In an embodiment where users communicate with the queue management unit via SMS or e-mail, the service points may also send such newsletters back to the users. In embodiments in which users access the queuing service via WAP or Web sites, bulletins may be sent to users in a manner known as "WAP" or "Web" technology. push technology. One method of transmitting announcements is to place them on a WAP or WWW page where the user retrieves queue status information.

In a preferred embodiment of the invention, the user can query the status of the queue 20 without joining the queue itself. In such an embodiment, the user has the opportunity to join the service when the queue is particularly short.

In another preferred embodiment of the invention, the user may also request the queue management system to move the user back in the queue, i.e.. giving space to someone else without losing their place entirely in the queue. Such an embodiment has the advantage that the user avoids being dropped from the queue in the case of being late and not present on his or her own service shift. Then. · · ·. the user can request a backward move in the queue to allow more time to reach the service loop.

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In addition, in a preferred embodiment of the invention, the users can specify a later time at which they wish to be added to the queue. In yet another preferred embodiment of the invention, users can define a time period within which they want their queues to end, wherein the queue system estimates the time at which the user should be queued to fulfill the user's wish. With such an embodiment, a flexible appointment system can be implemented. 35 For example, a user may assign certain afternoon hours for the next day to the dentist's appointment, whereby the queuing system will add the user to the queue at the time that the user's turn is most likely to occur at the desired time. As the user's turn approaches, the queuing system may send a message to the user that he or she should arrive at the dentist's office. Such a queuing system is mu-5ava for users, and flexibility can help reduce the inconvenience of customers not arriving at the scheduled time.

BRIEF DESCRIPTION OF THE DRAWINGS

Some embodiments of the invention will now be described, by way of example, with reference to the accompanying drawings, in which Figure 1 shows a queue management unit according to a preferred embodiment of the invention, and Figure 2 illustrates a method according to a preferred embodiment of the invention.

In the drawings, the same reference numerals are used for like parts.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Figure 1 shows a queue management unit according to a preferred embodiment of the invention. The figure shows a mobile station 20, a queue management unit 10, and a service point · a velocity point 30. The mobile station may advantageously be arranged to operate on a cellular communication system; kenneverkoissa.

The connection between the mobile station 20 and the management system 10 may be implemented by various wireless technologies and protocols known to those skilled in the art. For example, the mobile station may send SMS (SMS) to the management system or, for example, e-mail if the mobile station has the ability to send and receive e-mail. The communication may also be implemented by means of a data call based on the internal modem of the mobile station. Further, the communication, A 25, can be implemented using WAP (Wireless Markup Language) or WAP (Wireless Application Protocol) or WWW (World Wide Web) technology based on Hypertext Markup Language (HTML) pages. Connections can also be made through packet switched networks such as GPRS (General Packet Radio System).

The connection between the queue management system 10 and the service point 30 can also be implemented in a variety of ways, for example by means of fixed or wireless communication networks. Because the implementation of various fixed and wireless communication links is familiar to those skilled in the art, the invention is not limited to any particular fixed or wireless connection type. The various connection types mentioned herein are merely examples of techniques that may be employed in various embodiments of the invention.

According to a preferred embodiment of the invention, the queue management system 105 comprises means 110 for storing queue information, means 120 for receiving queuing messages from users, means 130 for transmitting information to users, and means 140 for reporting queue status information to a service point.

According to a preferred embodiment of the invention, the queue management system further comprises means 150 for sending text messages to clients.

According to a preferred embodiment of the invention, the queue management system further comprises means 160 for generating WAP pages.

According to a preferred embodiment of the invention, the queue management system further comprises means 170 for generating HTML pages.

According to a preferred embodiment of the invention, the queue management system 15 further comprises means 180 for sending e-mails to clients.

The means 110, 120, 130, 140, 150, 160, 170 and 180 can advantageously be implemented by means of computer program elements.

The invention also relates to a computer program product for a queue management system. According to a preferred embodiment of the invention, the computer program product 20 comprises means 110 for storing queue information, means 120 for queuing, receiving messages from users, means 130 for transmitting information to users, and means 140 for notifying queue status information to a service point.

According to a preferred embodiment of the invention, the computer program product is stored on a computer readable medium. The computer-readable medium may be a mass-25 storage medium, such as a hard disk or CD-ROM, or, for example, an electronic storage medium, such as Random Access Memory (RAM).

. '. ·. Advantageously, the systems of the service point 30 may comprise a control interface for use by the service point staff and a customer interface in the form of, for example, a display device which looks like a queue number or other queue IDs. Staff at service point 30 can control the queue through a control interface, for example, by sending various incentives and benefits to users to influence their behavior, or by, for example, changing parameters of the queue management system 10 affecting processing of different types of clients. This way, for example, service point staff can direct certain customer groups to certain other service points.

In a preferred embodiment of the invention, the queue management system is used at a service point. In other embodiments of the invention jononhallintajärjestel I-5 is located outside the service center, for example, providing regional service headquarters, or one of the service providers queuing systems in third party premises.

The queue management system is implemented using at least one computer and software executed by said at least one computer. One queue management system 10 may implement one or more queues for one or more service points. Each point can have one or more queues. In a preferred embodiment of the invention, the queue management system divides users from a single queue to several different service points.

Advantageously, the queue management system enables load monitoring for service providers, distributing the load to different service points, and sending newsletters such as offers, benefits and other incentives to customers to influence the load at different service points. The queue management system also takes care of user identification if the service in question requires it. Preferably, the queue management system enables the collection of statistical data, for example, from customer behavior for marketing, business planning and other purposes.

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The inventive queuing system can be implemented in parallel with the existing «· ·. · * ·. with the traditional queuing system. In a preferred embodiment of the invention, · · ·. In this connection, the traditional queuing system is connected to the inventive queuing system, whereby customers using the traditional queue system are added to the appropriate places in the queue of the kek -... 25 queuing system.

: _: The inventive queuing system can be implemented in many different ways. Providers and individual service points may, for example, obtain a queue management service ... from a third party that provides the equipment needed by the queue management unit; and software, including all communication channels, software, hardware: 30, and configuration.

The inventive queuing system can be used in a variety of applications, such as office and bank queuing systems, flexible appointment mechanisms for hairdressers, dentists, and other busy stores 7 112423, and taxi centers, for example. The invention is not limited to any particular application or queue type in any particular field.

The invention also relates to a method for controlling at least one queue. This aspect of the invention is illustrated in Figure 2. According to a preferred embodiment of the invention, the method comprises at least the steps of receiving a 200 queuing message from a user, assigning a queue 220 to the user at least partially based on said message, and reporting 240 queue content information to a queue-related service.

As mentioned above, the user can send the queuing message in a variety of ways by means of 10 mobile stations, such as SMS, e-mail, WAP or HTML.

The assignment of the queue to the user can also be postponed. For example, the user may want to join the queue at a later time. In another preferred embodiment of the invention, the user can specify the time period within which he wishes his turn to come. The user can define a time period, for example, as a time interval between the first time limit and the second time limit, or, for example, by entering the start time and the length of the time period. In such an embodiment, the queue. the management unit estimates the length of the queue and places the user in the queue at a point- ♦ «·! *; it is estimated that the user's turn will come at a time that he / she determines.

20 In the estimation, the queue management unit can advantageously use previously collected * »· * · *: history information about the queue length at different times. The queue management unit may also periodically review requests from queuing users to estimate estimates to match the current queue status so that unexpected queue length w w increases or decreases do not result in the end of queue time being out of time.

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According to a preferred embodiment of the invention, the step of determining the queue * · location for the user is performed at the time indicated in said queue *: * ·: requesting connection.

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In another preferred embodiment of the invention, the queue length is evaluated for the user, and said step of determining the queue location for the user is performed based on said estimate at such a time that the queue is estimated to coincide with the time period indicated in said queue join message.

In a preferred embodiment of the invention, the queue management unit manages a plurality of queues. For example, queues may represent different service points of a large bank, such as a standard cash point and a currency exchange service point. Queues can also represent different branches of an organization, such as bank branches in different neighborhoods. In such an embodiment, the user can advantageously select the desired queue by notifying it in the queue message. The desired 5 queue can also be implicitly selected, for example, in the email address to which the join message is sent, or in the WAP or HTML page used to generate the join message. Of course, such a WAP or HTML page may also comprise a selection list or the like to select a particular queue.

In a preferred embodiment of the invention, the user is assigned to a queue defined in said 10 join queue message at said step of assigning the user a position in the queue.

Upon receipt of the queue join request, the queue management unit preferably sends a response message to the user to indicate that the request has been received. Preferably, the response message may also include information about the status of the queue, such as the estimated time length of the queue or, for example, the user's position in the queue.

In a preferred embodiment of the invention, the method further comprises at least a step of sending a response message to the 250 users including information about the user's position in the queue.

* * »" ': Further, in a preferred embodiment of the invention, the queue management unit transmits status information to the user, for example, when the user's location in the queue is approaching queue completion. Such status information indicates to the user when queuing; ···, approaching and not having to wait at a service point while his / her shift is »far away .. The queue management unit can also send more than one status ... 25 data messages, which is advantageous if the queue is very long and the user is aware of the situation and do not forget to queue for service.

In a preferred embodiment of the invention, the method further comprises at least a »... step of sending a message to the 260 users when the user's position in the queue arrives; a predetermined limit.

* · *. ·. ; In various embodiments of the invention, the user may also be assigned a different location than the normal position at the end of the queue. For example, important customers can be favored by showing them a place inside the queue. The starting point in the queue can be determined by many different criteria, such as the value of the bonus account, the user's customer group, the number of previous purchases, or a combination of many such factors. The weighting factors that influence the place of origin can be calculated from many different types of user-related, previously stored information, such as different types of customer-related customer information. The starting point can also be determined by the type of service the queuing user wants. 5 For example, users who are willing to pay a higher price for express service may be queued up to look very short, or such users may be directly referred to a service point past the queue. The queuing point determination is a business decision that depends on the subject matter of the invention, and the invention is not limited to any particular queue point determination method.

In a preferred embodiment of the invention, in said positioning step, the user is assigned a queue location, at least in part, based on previously stored user-related information.

In some embodiments of the invention, users are identified as they seek to join a queue. Such identification is advantageous if the service is dependent on the user's identity. For example, if users can be given special treatment based on the quality of their customer relationship, it is necessary to know the identity of the user who is queuing. In a preferred embodiment of the invention, wherein the users. . ·. linked to a queue via SMS, the sender's phone number is sufficient for identification.

. In another preferred embodiment of the invention, the user is identified by asking him for a user name and password. The user can also be identified * »* * in many other ways, for example by means of authentication mechanisms using a smart card in the user's mobile station. Many skilled in the art are familiar with the • t ';; various recognition mechanisms, and the present invention is not limited to any particular detection method. Identification is not even necessary in all embodiments of the invention as the need for identification will depend on the details of the implementation of the invention.

* # * • Authentication is not required if the user queue has little or no economic value. In some preferred embodiments of the invention, use <; the aunts are not recognized at all. Preferably, in such an embodiment, the response message t »... 30 from the queue management unit can be stored in and used by the user's mobile station '; · 'Later as a queue number, which in unclear cases indicates which user ν' is next in the service shift.

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In a preferred embodiment of the invention, the service point transmits information to the user through a queue management unit. Such information may include, for example, announcements of special offers 35, status information about queues of other service providers of the same service provider, or any other information.

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In a preferred embodiment of the invention, the method further comprises at least the step of transmitting information received from said service point 270 to the user's mobile station.

In a preferred embodiment of the invention, the user can check the status of the queue during queue by sending a queue status check message to the queue manager unit. In another preferred embodiment of the invention, the user may change his queue request, e.g., change queue time, switch queue, or change some other queuing parameters such as accepting a more expensive but faster service option 10 to reduce queue time or avoid queuing altogether. In an embodiment where the inventive method is used to implement a queuing system for taxis, such an interchangeable parameter may be, for example, the address to which the taxi was ordered. This allows the user to do more than just wait, and can change the ordering address if the queue proves to be long, and if, for example, he or she has walked to another location in the meantime.

Preferably, the user can also cancel the queue by sending a cancellation message whereby the queue management unit removes the user from the queue.

The invention has many advantages. For the user, the invention provides easy and flexible queuing; ; * a queuing system that allows the user to join the queue and monitor the queue situation • - «'; ] 20 remotely. For the service provider, the inventive queuing system allows • * · '·' flexible queue management and many different ways to influence queuing client behavior. In addition, the inventive queuing system enables a flexible and responsive way to treat different customer groups differently. The feature of the invention, in which the user has the ability to define the time period within which he wishes to receive the service, enables service providers to anticipate the peaks of customer load.

In view of the foregoing description, it will be apparent to one skilled in the art that multiple modifications are possible within the scope of the invention. Although the invention has been described in detail by way of a preferred embodiment, it will be apparent that many modifications can be made, all of which are within the scope of the inventive idea and are within the scope of the invention.

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Claims (14)

A method for handling at least one queue, according to which a request (200) for connection to a queue is received from a user, characterized in that the method comprises at least steps in which - statistical information on customer behavior is collected for marketing, planning of business and other purposes, - a message requesting connection to the gender is sent over a public telecommunications network, - the user is assigned (220) a position in the queue at least partially from the said message, 15. information on the gender content is provided (240) (30) associated with the gender, - to the user, (250) is sent a response message containing information about the user's position in the queue. Y: Method according to claim 1, characterized in that said step in which the user is assigned queue is performed at a time specified in said message. land on the request for connection to queue. 3. A method according to claim 1, characterized in that during the process for the customer the duration of the queue is assessed and said step in which the user is assigned queue, exit from said assessment is carried out at such a time that: ·: the end of the queue takes place, starting from the assessment, within a time interval stated: "': in the said communication on the request for connection to the queue. Method according to claim 1, characterized in that in the said step in which the user is assigned (250) queue location, the user is placed in the queue specified, "- in said communication request request to queue. Method according to claim 1, characterized in that the method comprises at least one step in which a message is sent to the user (260) when the position of the user in the queue reaches a predefined limit. Method according to claim 1, characterized in that in the said step in which the user is assigned queue location, the user's position in the queue is determined at least in part on the basis of previously stored information associated with the user. Method according to claim 1, characterized in that the method further comprises at least one step in which information (270) is transmitted from said service point (30) to a user's mobile telephone (20). 10 Queue management system (10) for handling at least one queue, the system comprising means (120) for receiving messages from users receiving requests for connection to the queue, characterized in that the system (10) is arranged to collect statistical information on customer behavior for marketing. , planning of business operations and other purposes, and the system (10) further comprising 15. means (120) for receiving a message from the user on the request for connection to a queue over a public telecommunications network, - means (110) for storing queue information, - means (130) to send users information about the user's position in the queue: 20 means (140) to send a service point (30) to send information about the queue state. . ··. Queue management system (10) according to claim 8, characterized in that the system. (10) further comprises means (150) for sending text messages to customers. Queue management system (10) according to claim 8, characterized in that the system (10) further comprises means (160) for creating WAP pages. '. 11. Queue management system (10) according to claim 8, characterized in that the system (10) further comprises means (170) for creating HTML pages. . * · ·. Queue management system (10) according to claim 8, characterized in that the system '; '(10) further includes means (180) for sending emails to customers. ; * 30 A computer program product for a queue management system (10), wherein the computer program product comprises means (120) for receiving messages requesting a queue from a user, characterized in that the computer program product is arranged to collect statistical information on customer behavior for marketing, business planning and other purposes, and the computer software product further includes - means (110) for storing queue information; 5. means (120) for receiving the user's requests for connection to queues delivered via a public telecommunications network - means (130) for sending information to the user about the user's position in the queue; - means (140) for sending information about the queue position to a service point (30). Computer program product according to claim 13, characterized in that the computer program product is stored in a computer-readable device. t I «•» • »• I