Abstract:
A system and method for managing customer queuing is provided. A new request is received from a user. The new request is assigned to a queue. Placed requests waiting in the queue ahead of the new request are counted. The placed requests are compared to a request threshold. An upsell is provided to the user when the placed requests exceed the request threshold. The new request is released from the queue. The new request is satisfied by providing a response to the user.

Description:
CROSS-REFERENCE TO RELATED APPLICATION  
       [0001]    This non-provisional patent application claims priority under 35 U.S.C. §119(e) to U.S. Provisional Patent Application, Ser. No. 60/921,711, filed Apr. 3, 2007, the disclosure of which is incorporated by reference. 
     
    
     FIELD  
       [0002]    The present invention relates in general to queue management and, in particular, to a system and method for managing customer queuing. 
       BACKGROUND  
       [0003]    Drive-throughs have become synonymous with the American fast food experience. In conventional drive-throughs, a customer in a car arrives at a menu kiosk and a sensor signals a drive-through attendant. The attendant greets the customer and takes an order through a two-way speaker. The attendant may “upsell” the customer by offering additional items for purchase with the order. After ordering, the customer proceeds to the attendant&#39;s window to pay and receive the order. Finally, the customer departs. 
         [0004]    One problem faced in drive-throughs is when to perform an “upsell” without causing delays in order fulfillment. Generally, the times spent waiting and ordering at the kiosk, paying at the cashier&#39;s window, and receiving an order, are fairly constant. The waiting times prior to ordering and prior to receiving the order, however, may vary depending upon the number of customers in queue and waiting times increase with the number of customers waiting. Thus, an opportune time to “upsell” is while other cars are waiting ahead of a newly arrived car at the kiosk. 
         [0005]    Timing issues aside, “upsells” are generally offered in the attendant&#39;s discretion and may be inconsistent or might even fail to happen. For instance, the attendant may fail to consider queue length, or may be distracted, forgetful, reluctant, or even unwilling to “upsell.” An analogous situation also occurs in automated call centers, where callers are placed on hold while waiting for agent assistance. An “upsell,” or other information, could be played while agents are answering other calls. Both, drive-throughs and automated call centers have customers waiting and an opportunity to “upsell” or provide other information. 
         [0006]    Therefore, there is a need for providing an opportunistic and consistent approach to presenting flexible “upsells,” and other information, while effectively managing a customer wait queue during order fulfillment, customer service, and similar activities. 
       SUMMARY  
       [0007]    One embodiment provides an apparatus and method to “upsell” whenever a new car arrives at a kiosk, while other cars are waiting ahead. The apparatus automatically greets the customer and takes their order. With ordering in progress, the apparatus determines whether and how to “upsell” the customer. 
         [0008]    A further embodiment provides a system and method to offer an “upsell” or other information while callers are on hold with an automated call center. The content and format of the “upsell” depend upon, for example, waiting queue length, expected wait time, the nature of the question, if known, response completion time, time of day, day of week, season, and other factors. 
         [0009]    A further embodiment provides a system and method for managing customer queuing. A new request is received from a user. The new request is assigned to a queue. Placed requests waiting in the queue ahead of the new request are counted. The placed requests are compared to a request threshold. An upsell is provided to the user when the placed requests exceed the request threshold. The new request is released from the queue. The new request is satisfied by providing a response to the user. 
         [0010]    A further embodiment provides a system and method for providing customer queuing in an automated call center. A call is received into an automated call center and a request is collected. The call is assigned to a hold queue including held calls. The call is placed on hold based on call capacity determined by the hold queue. A determination to play an upsell during the hold is made. Call factors are collected by analyzing the queue and the call. Content is selected for the upsell based on the call factors. A quantity of the held calls in the hold queue is calculated. A call threshold is applied to the quantity. The upsell comprising the content is played when the quantity exceeds the call threshold. A response is provided to the request. 
         [0011]    Still other embodiments of the present invention will become readily apparent to those skilled in the art from the following detailed description, wherein is described embodiments of the invention by way of illustrating the best mode contemplated for carrying out the invention. As will be realized, the invention is capable of other and different embodiments and its several details are capable of modifications in various obvious respects, all without departing from the spirit and the scope of the present invention. The drawings and detailed description are to be regarded as illustrative in nature and not as restrictive. 
     
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS  
         [0012]      FIG. 1  is a functional block diagram showing, by way of example, a drive-through queue. 
           [0013]      FIG. 2  is a process flow diagram showing operation of the drive-through queue of  FIG. 1 . 
           [0014]      FIG. 3  is a functional block diagram showing an automated call center operational environment. 
           [0015]      FIG. 4  is process flow diagram showing operation of the automated call center of  FIG. 3 . 
           [0016]      FIG. 5  is a data flow diagram showing a hold queue within the automated call center of  FIG. 3 . 
       
    
    
     DETAILED DESCRIPTION  
     Drive-Through Queue  
       [0017]    In drive-through restaurants, customers form a single line or a queue to place their orders.  FIG. 1  is a functional block diagram showing, by way of example, a drive-through, single line, queue with customers  19 . Customers in cars, trucks, and the like may enter the queue to place an order for food, beverages, or other items. Banks and financial institutions also run drive-through windows for offering banking services. Other types of drive-throughs for goods and services are possible. 
         [0018]    The drive-through is equipped with an under-pavement sensor  17 , a menu kiosk  11  with a menu  12 , and a two-way speaker  13 . The menu kiosk  11  is interfaced to a computer system  18  located within the restaurant or off-site. The cashier&#39;s window  14  includes an order summary screen  16  for a customer attendant  15 . Other components in addition to, or in lieu of, the foregoing components are possible, such as multiple sensors and cameras. 
         [0019]    The sensor  17  detects each car  19  arriving in the drive-through. The sensor  17  is preferably located prior to the menu kiosk  11 , such as at the entry of the drive-through, which allows the computer system  18  to track cars in-queue both before and after the menu kiosk  11 . A signal is sent to the cashier&#39;s station  14  from the menu kiosk  11  upon each car&#39;s arrival to alert the customer attendant  15  of a new customer. The computer system  18  takes the customer&#39;s order and sends the order to the customer attendant  15  for payment and fulfillment. Between the time that the customer completes his order and the point at which the order is sent to the customer, the computer system  18  evaluates the drive-through queue and determines whether and how to “upsell” the customer. If the computer system  18  determines that providing an “upsell” is appropriate, the customer listens to an “upsell” or other information while still waiting at the menu kiosk  11 . The customer  19  then drives forward to the cashier&#39;s window  14  to receive the order. The order may be displayed, and reviewed by the customer  19 , on the order summary screen  16 . Next, the customer  19  exits after paying and receiving the orders. The system repeats the process with the next customer  19 . 
         [0020]      FIG. 2  is a process flow diagram showing operation of the drive-through queue of  FIG. 1 . As a customer arrives (operation  21 ) at the menu kiosk  11  of the drive-through, the sensor  17  detects the customer&#39;s presence (operation  22 ). The computer system  18  greets the customer  19  (operation  23 ) and takes the order (operation  24 ). At this stage, depending upon queue length, the computer systems  18  may “upsell” or offer additional items for sale, or provide other information (operation  25 ). An upsell may he a function of various factors, such as queue length, expected waiting time, number of people waiting ahead of the customer, items ordered, order fulfillment time, time of day, day of week, season, holiday, and attendant experience. Other factors are possible. 
         [0021]    In one embodiment, a preset threshold value for, for example, queue length is specified for “upsell” determinations. When the number of waiting customers is less than the threshold value, the system skips the “upsell.” When the number of waiting customers reaches or exceeds the threshold value, the system determines the margin of deviation from the threshold value and plays an “upsell” (operation  26 ) as a function of that margin. 
         [0022]    In a further embodiment, a suggestive “upsell” is used (operations  25  and  26 ). The customer hears a prompt: “Customers who have purchased (name item) have also purchased (name item).” When the waiting queue is long, a long and verbose “upsell” is used. The “upsell” may also be designed to capture the customer&#39;s attention. The customer may hear, for example, “Currently, there are (number inserted) customers in line ahead of you. Your estimated waiting time is now (number/time inserted). Customers, who purchased (name item) have also purchased (name item). Our today&#39;s most popular item is (name item). May we also interest you in (name item)?” Other factors may be considered in determining “upsell” content. In addition, values other than, or in addition to, queue length maybe considered, as described, in commonly-assigned U.S. Provisional Patent Application, Ser. No. 60/904,296, filed Feb. 28, 2007, abandoned; and U.S. patent application, Ser. No. 12/039,558, filed Feb. 28, 2008, pending; the disclosures of which are incorporated by reference. 
         [0023]    In a further embodiment, the “upsell&#39;s” content and delivery are a function of one or more parameters and can be played slower or faster depending upon the situation. Where a human attendant may fail to consider various parameters, such as the queue length, expected wait time, the nature of the order, or may be distracted, forgetful, reluctant, or even unwilling to “upsell,” the computer system  18  ensures a flexible and consistent “upsell” determination. Once ordering and “upselling” are finalized, the customer  19  drives forward (operation  27 ) to arrive at the cashier&#39;s window (operation  28 ). At the cashier&#39;s window  14 , the payment and order are exchanged. Sometimes, the payment is made at one window and the order is picked up at another window. The customer then exits (operation  29 ). 
       Automated Call Center  
       [0024]    Automated call centers, like drive-throughs, have to address customer-waiting times. Automated call center systems use interactive voice response under programmed control to guide callers through a machine-generated dialogue. Frequently, call centers provide customer support and problem resolution, as well as order fulfillment.  FIG. 3  is a functional block diagram showing an automated call center operational environment  30 . Callers call into an automated call center  31 , generally through telephonic means, such as conventional telephone handsets  33   a - c  over Plain Old Telephone Service (POTS)  32 , portable handsets  35   a - c  via cellular and satellite telephone service  34 , VOIP clients  37   a - b,  and Internet telephony clients  38   a - b.  Other forms of telephony and voice-based communications are possible. 
         [0025]    Callers can also “call” or interface into the automated call center  31  using conventional network clients  39  through an internetwork  36 , including the Internet. Calls are handled by live agents operating agent consoles  40 , such as described in commonly-assigned U.S. Provisional Patent Applications, Ser. Nos. 60/403,354, filed Aug. 13, 2002, abandoned, and 60/838,074, filed Aug. 15, 2006, abandoned; U.S. Pat. No. 7,292,689, issued Nov. 6, 2007; and U.S. patent application, Ser. No. 11/893,542, filed Aug. 15, 2007, pending, the disclosures of which are incorporated by reference. Other forms of automated call center access are possible. 
         [0026]    In one embodiment, the “upsell” is a function of one or more factors within an automated call center environment. Minimally, the delivery of the “upsell” can depend upon queue length. Other parameters taken singularly or in combination may also be involved in deciding whether and how to “upsell.” For example, the “upsell” may depend on the nature of the question, availability of a live agent, time of day, or geographic location. The “upsell” may also be unique to the caller or physical conditions, or generic to a class of callers. 
         [0027]    An “upselling” opportunity occurs whenever a caller is on hold while other calls are being processed. As the automated call center  31  manages queuing and collects caller information or questions, a machine-generated response determines and plays an “upsell” or other information. In a further embodiment, the “upsell” may be played during the interaction of the caller with the automatic prompt and during hold times. Callers may be on hold, for instance, while waiting for the next available live agent. 
         [0028]    Although the form of call processing required may vary by subject matter and other factors, the same overall sequence of caller-to-agent interchanges loosely applies to most call center scenarios.  FIG. 4  is a process flow diagram showing operation of the automated call center  40 , as transacted by the automated call center  30  of  FIG. 3 . Calls are processed through a sequence of phases. 
         [0029]    Upon calling into the automated call center  30  (operation  41 ), each caller receives an initial greeting and informational message (operation  42 ) that is generated by the automated call center  31 . An automated prompt engages the caller in a customer support scenario and processes the caller&#39;s questions or requests (operation  43 ). The automated call center  31  determines both the suitability for and content of an “upsell” (operation  44 ). The automated call center  31  then plays the “upsell” (operation  45 ). 
         [0030]    In a further embodiment, if several callers are concurrently waiting for an agent, the center  31  may play a longer more verbose “upsell” However, if the caller queue is short, the center  31  utilizes a shorter, less verbose “upsell” or even skips the “upsell” entirely. 
         [0031]    As required during the call, service provisioning is provided to the caller (operation  46 ), as required. The service can include a response to a question or request by the caller, product or service information, confirmation of an order, or account information. Other types of customer service are possible. During the service provisioning, in-progress call processing can be performed (operation  47 ), including recording, storing, or further analyzing the speech from the call. Other types of in-progress call processing are possible. 
         [0032]    In a further embodiment, the “upsell” is played without interrupting the call flow, such as during hold times. The caller can experience hold times from delayed service provisioning, including, for instance, agent unavailability or caller volume capacity limits. Other factors can also delay providing an immediate response to the caller. Throughout the session, the center  31  determines and places the “upsell” within the flow of the call. 
         [0033]    Once the service provisioning (operation  46 ) has been completed, the call ends in a wrap up (operation  48 ), during which a departing statement can be made. After call wrap up and termination, post-call processing can be performed (operation  49 ), including analyzing, recording, or storing the speech from the call. Other types of post-call processing are possible. The process flow  40  is repeated for each call received into the call center. 
         [0034]    In a further embodiment, a pre-set threshold value, representing one or more parameters, for example, queue length or number of questions, is used. When the system load is less than the threshold value, the system skips the “upsell.”  FIG. 5  is a data flow diagram showing a hold queue  52  within an automated call center. New questions  51  are stored in a hold queue  52  for answering  53 . When the number of questions in the hold queue  52  reaches or exceeds the threshold value, the caller hears an automated prompt play an “upsell.” For example, the prompt may play: “Eight callers are ahead of you. Callers who have purchased (name item) have also purchased (name item).” 
         [0035]    In a further embodiment, the order in which information is gathered from the user to assist with problem resolution and “upsell” determination can be dynamically evaluated and controlled, such as further described in commonly-assigned U.S. Provisional Patent Application, Ser. No. 60/838,101, filed Aug. 15, 2006, abandoned; and U.S. patent application, Ser. No. 11/893,552, filed Aug. 15, 2007, pending, the disclosures of which are incorporated by reference. 
         [0036]    In a further embodiment, an attendant can provide an upsell to a customer when there is no customer wait queue or when the customer wait queue is short. The upsell can be provided during an interaction between the attendant and the customer. The attendant can include a call agent, a sales attendant at a drive-through restaurant, or a financial attendant at a financial institution. Other types of attendants are possible. 
         [0037]    While the invention has been particularly shown and described as referenced to the embodiments thereof, those skilled in the art will understand that the foregoing and other changes in form and detail may be made therein without departing from the spirit and scope of the invention.