Efficient resource management using mobile devices and wearable devices

• US 10,289,970 B2
• Filed: 08/26/2016
• Issued: 05/14/2019
• Est. Priority Date: 08/26/2016
• Status: Active Grant

• Current Assignee: FMR LLC
• Original Assignee: FMR LLC
• Inventors: Sheng, Xinxin, McDonough, John C.
• Primary Examiner(s): White, Dylan C
• Application Number:
  US15/249,339
• Publication Number:
  US 20180060791A1
• Time in Patent Office: 991 Days
• Field of Search: 705 714
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: G06Q 10/063114 Status monitoring or status determination for a person or group
• CPC Class Codes: G06Q 10/06315 Needs-based resource requirements planning or analysis
• CPC Class Codes: H04M 2203/2072 Schedules, e.g. personal calendars
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 2242/30 Determination of the location of a subscriber
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04W 4/023 using mutual or relative location information between multiple location based services [LBS] targets or of distance thresholds
• CPC Class Codes: H04W 4/029 Location-based management or tracking services
• CPC Class Codes: H04W 4/12 Messaging; Mailboxes; Announcements

Abstract

Methods and apparatuses are described for efficient resource management using mobile devices and wearable devices. A server determines an event causing unavailability of a center in a distributed network. The server determines an expected demand for service from the distributed network during an upcoming time period and identifies a mobile device and a wearable device associated with each staff member assigned to work at one of the plurality of centers that is available. The server retrieves location data from the mobile device and biometric data from the wearable device. The server identifies staff members capable of working and initiates a communication to the mobile device associated with each staff member capable of working. The server receives a response from the mobile device indicating whether the staff member has accepted and determines whether the expected demand from the distributed network during the upcoming time period is satisfied.

Claims

1. A computerized method for efficient resource management using mobile devices and wearable devices, the method comprising:

a) determining, by a server computing device, an event causing unavailability of at least one of a plurality of centers in a distributed network;

b) determining, by the server computing device, an expected demand for service from the distributed network during an upcoming time period;

c) identifying, by the server computing device, a mobile device and a wearable device associated with each of one or more staff members assigned to work at one of the plurality of centers that is available;

d) retrieving, by the server computing device, location data from the mobile device;

e) retrieving, by the server computing device, biometric data from the wearable device;

f) identifying, by the server computing device, one or more staff members capable of working at a center that is not affected by the event during the upcoming time period, by analyzing the location data and the biometric data;

g) initiating, by the server computing device, a communication to the mobile device associated with each staff member capable of working at a center that is not affected by the event, the communication requesting that the staff member begin working at a predetermined time during the upcoming time period;

h) determining, by the server computing device, that a response to the communication to the mobile device associated with one or more of the staff members has not been received within a predetermined amount of time;

i) initiating, by the server computing device, a broadcast communication, via either the mobile device or the wearable device, to one or more other locally connected devices that are associated with either the mobile device or the wearable device associated with each staff member capable of working at a center that is not affected by the event, the broadcast communication requesting that the staff member begin working at a predetermined time during the upcoming time period;

j) receiving, by the server computing device, a response to the broadcast communication from the mobile device indicating whether the corresponding staff member has accepted the request to begin working; and

k) determining, by the server computing device, whether the expected demand for service from the distributed network during the upcoming time period is satisfied based upon the staff members that have accepted the request to being working.

2. The method of claim 1, further comprising repeating, by the server computing device, steps a) to k) if the server computing device determines that the expected demand for service from the distributed network during the upcoming time period is not satisfied.

3. The method of claim 1, wherein step c) further comprises identifying, by the server computing device, a skillset of each of the one or more staff members assigned to work at one of the plurality of centers that is not affected by the event.

4. The method of claim 3, further comprising:

determining, by the server computing device, if the skillset of each of the one or more staff members assigned to work at one of the plurality of centers that is not affected by the event matches a skillset required for the expected demand for service during the upcoming time period; and

performing, by the server computing device, steps d) to j) for only the staff members whose skillset matches the skillset required for the expected demand for service during the upcoming time period.

5. The method of claim 1, wherein the location data comprises current global positioning system (GPS) coordinates collected by a GPS receiver of the mobile device.

6. The method of claim 5, wherein for step f) the server computing device determines a travel time of the staff member associated with the mobile device to reach the center by analyzing the GPS coordinates in conjunction with traffic information and travel information.

7. The method of claim 6, further comprising performing, by the server computing device, steps g) to j) for only the staff members whose travel time to reach the center results in an arrival time at the center that is within the upcoming time period.

8. The method of claim 1, wherein the biometric data comprises current heart rate information, current blood pressure information, and current blood oxygen level information.

9. The method of claim 8, wherein for step f) the server computing device determines a working fitness level of the staff member associated with the wearable device based upon one or more of:

the current heart rate information, the current blood pressure information, and the current blood oxygen level information.

10. The method of claim 9, further comprising performing, by the server computing device, steps g) to j) for only the staff members whose working fitness level indicates that the staff member is capable of working within the upcoming time period.

11. The method of claim 9, further comprising:

comparing, by the server computing device, the biometric data of the staff member to baseline biometric data previously captured by the server computing device for the staff member to determine whether the biometric data is within a predetermined tolerance of the baseline biometric data.

12. The method of claim 1, wherein the communication comprises an interactive voice response (IVR) system message via telephone connection to the mobile device, based upon a phone number retrieved by the server computing device.

13. The method of claim 1, wherein the communication comprises a text-based message electronically conveyed to the mobile device, based upon a contact address retrieved by the server computing device.

14. The method of claim 1, wherein the one or more other locally connected devices that are coupled to either the mobile device or the wearable device comprise a wireless router, a wireless hotspot, a smart appliance, and an TOT device.

15. A system for efficient resource management using mobile devices and wearable devices, the system comprising a server computing device that has a memory for storing computer-executable instructions and a processor that executes the computer-executable instructions to:

a) determine an event causing unavailability of at least one of a plurality of centers in a distributed network;

b) determine an expected demand for service from the distributed network during an upcoming time period;

c) identify a mobile device and a wearable device associated with each of one or more staff members assigned to work at one of the plurality of centers that is available;

d) retrieve location data from the mobile device;

e) retrieve biometric data from the wearable device;

f) identify one or more staff members capable of working at a center that is not affected by the event during the upcoming time period, by analyzing the location data and the biometric data;

g) initiate a communication to the mobile device associated with each staff member capable of working at a center that is not affected by the event, the communication requesting that the staff member begin working at a predetermined time during the upcoming time period;

h) determine that a response to the communication to the mobile device associated with one or more of the staff members has not been received within a predetermined amount of time;

i) initiate a broadcast communication, via either the mobile device or the wearable device, to one or more other locally connected devices that are associated with either the mobile device or the wearable device associated with each staff member capable of working at a center that is not affected by the event, the broadcast communication requesting that the staff member begin working at a predetermined time during the upcoming time period;

j) receive a response to the broadcast communication from the mobile device indicating whether the corresponding staff member has accepted the request to begin working; and

k) determine whether the expected demand for service from the distributed network during the upcoming time period is satisfied based upon the staff members that have accepted the request to being working.

16. The system of claim 15, wherein the server computing device is configured to repeat steps a) to k) if the server computing device determines that the expected demand for service from the distributed network during the upcoming time period is not satisfied.

17. The system of claim 15, wherein for step c) the server computing device is further configured to identify a skillset of each of the one or more staff members assigned to work at one of the plurality of centers that is not affected by the event.

18. The system of claim 17, wherein the server computing device is further configured to

determine if the skillset of each of the one or more staff members assigned to work at one of the plurality of centers that is not affected by the event matches a skillset required for the expected demand for service during the upcoming time period;

and

perform steps d) to j) for only the staff members whose skillset matches the skillset required for the expected demand for service during the upcoming time period.

19. The system of claim 15, wherein the location data comprises global positioning system (GPS) coordinates collected by a GPS receiver of the mobile device.

20. The system of claim 19, wherein for step f) the server computing device is configured to determine a travel time of the staff member associated with the mobile device to reach the center by analyzing the GPS coordinates in conjunction with traffic information and travel information.

21. The system of claim 20, wherein the server computing device is configured to perform steps g) to j) for only the staff members whose travel time to reach the center results in an arrival time at the center that is within the upcoming time period.

22. The system of claim 15, wherein the biometric data comprises current heart rate information, current blood pressure information, and current blood oxygen level information.

23. The system of claim 22, wherein for step f) the server computing device determines a working fitness level of the staff member associated with the wearable device based upon one or more of:

the current heart rate information, the current blood pressure information, and the current blood oxygen level information.

24. The system of claim 23, wherein the server computing device is configured to perform steps g) to k) for only the staff members whose a working fitness level indicates that the staff member is capable of working within the upcoming time period.

25. The system of claim 23, wherein the server computing device compares the biometric data of the staff member to baseline biometric data previously captured by the server computing device for the staff member to determine whether the biometric data is within a predetermined tolerance of the baseline biometric data.

26. The system of claim 15, wherein the communication comprises an interactive voice response (IVR) system message via telephone connection to the mobile device, based upon a phone number retrieved by the server computing device.

27. The system of claim 15, wherein the communication comprises a text-based message electronically conveyed to the mobile device, based upon a contact address retrieved by the server computing device.

28. The system of claim 15, wherein the one or more other locally connected devices that are coupled to either the mobile device or the wearable device comprise a wireless router, a wireless hotspot, a smart appliance, and an TOT device.

29. A computer program product, tangibly embodied in a non-transitory computer readable storage device, for efficient resource management using mobile devices and wearable devices, the computer program product including instructions operable to cause a server computing device to:

a) determine an event causing unavailability of at least one of a plurality of centers in a distributed network;

b) determine an expected demand for service from the distributed network during an upcoming time period;

c) identify a mobile device and a wearable device associated with each of one or more staff members assigned to work at one of the plurality of centers that is available;

d) retrieve location data from the mobile device;

e) retrieve biometric data from the wearable device;

f) identify one or more staff members capable of working at a center that is not affected by the event during the upcoming time period, by analyzing the location data and the biometric data;

g) initiate a communication to the mobile device associated with each staff member capable of working at a center that is not affected by the event, the communication requesting that the staff member begin working at a predetermined time during the upcoming time period;

h) determine that a response to the communication to the mobile device associated with one or more of the staff members has not been received within a predetermined amount of time;

i) initiate a broadcast communication, via either the mobile device or the wearable device, to one or more other locally connected devices that are associated with either the mobile device or the wearable device associated with each staff member capable of working at a center that is not affected by the event, the broadcast communication requesting that the staff member begin working at a predetermined time during the upcoming time period;

j) receive a response to the broadcast communication from the mobile device indicating whether the corresponding staff member has accepted the request to begin working; and

k) determine whether the expected demand for service from the distributed network during the upcoming time period is satisfied based upon the staff members that have accepted the request to being working.