Patent ID: 7373309
Filing Date: 2008-05-13
Classification: G06Q

Abstract:
1. A management system for handling a plurality of types of customer transactions, comprising: a plurality of customer terminals for receiving, from a plurality of customers, a plurality of requests for transactions of a plurality of types; a plurality of operator terminals, each operator terminal having an operator, for handling said transaction requests; and a computer system for assigning each of the transaction requests to one of said types of transactions, and to a specific one of the operator terminals having a given operator that can handle the transaction requested by the transaction request; wherein said computer system has a database for storing transaction management information including, for each operator terminal, a transaction type that can be handled by the operator of said operator terminal, and reception waiting information including a status of said operator terminal, together with data items on transactions that can be handled, and wherein the computer system is configured to assign each of the operators to one or more of said types of transactions and to calculate an estimated waiting time for each transaction request based on the type of transaction requested and the skills of the operators assigned to handle said type of transaction requested including the skill of the given operator, of the specific operating terminal to which said each transaction request is assigned, at processing said each transaction request, wherein: the customer terminals are automated contract/consulting machines (ACMs) and bi-directional video conferencing is enabled between said ACMs and the operator terminals; each of the customer terminals has three states, including: when each customer terminal issues a connection request, the estimated waiting time, for the transaction requested by the customer terminal, and the number of waiting persons are displayed on the customer terminal; each of the customers has a respective customer ID, and selected ones of the customers are assigned to selected ones of the operators on the basis of the customers IDs; each of said types of transactions has an associated queue; and each of the transaction requests is assigned to one of said queues based on the type of the requested transaction; each of the operator terminals has three states, including: each of the operators logs on to the computer system by sending a log-on request to the computer system, and the log on request from each operator identifies a predetermined transaction skill of said each operator; and each of the customer terminals is assigned a priority level by the computer system, and the computer system changes the priority level assigned to each computer terminal when defined conditions are met.