SYSTEM AND METHOD FOR MANAGING CUSTOMER QUEUING

• US 20080246592A1
• Filed: 04/03/2008
• Published: 10/09/2008
• Est. Priority Date: 04/03/2007
• Status: Abandoned Application

• Current Assignee: Intellisist, Inc. dba Spoken Communications (Avaya Incorporated)
• Original Assignee: Intellisist, Inc. dba Spoken Communications (Avaya Incorporated)
• Inventors: Odinak, Gilad, Waalkes, Adam
• Application Number:
  US12/062,373
• Publication Number:
  US 20080246592A1
• Time in Patent Office: Days
• US Class Current: 340/286.09
• CPC Class Codes: G06Q 30/00 Commerce

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.

Claims

1. A system for managing customer queuing, comprising;

a request module configured to receive a new request from a user and further configured to assign the new request to a queue;

a threshold module configured to count placed requests waiting in the queue ahead of the new request and further configured to compare the placed requests to a request threshold;

an upsell module configured to provide an upsell to the user when the placed requests exceed the request threshold;

a release module configured to release the new request from the queue; and

a response module configured to satisfy the new request by providing a response to the user.

2. A system according to claim 1, further comprising:

a content module configured to select content of the upsell based on factors comprising one or more of queue length, the request, time of day, day of week, season, and holiday factors.

3. A system according to claim 1, further comprising:

a duration module configured to determine a duration of the upsell based on factors comprising one or more of queue length, expected wait time, the request, completion of the response, time of day, day of week, season, and holiday factors.

4. A system according to claim 1, further comprising:

a delivery module configured to deliver the upsell to the user through one of an automated call center, a drive-through restaurant, and a drive-through financial institution.

5. A system according to claim 1, wherein the upsell is at least one of unique to the user and generic to a class of users.

6. A system according to claim 1, further comprising:

a playback module configured to play the upsell to the user during one of an interaction with an attendant and during a wait period.

7. A method for managing customer queuing, comprising:

receiving a new request from a user and assigning the new request to a queue;

counting placed requests waiting in the queue ahead of the new request and comparing the placed requests to a request threshold;

providing an upsell to the user when the placed requests exceed the request threshold;

releasing the new request from the queue; and

satisfying the new request by providing a response to the user.

8. A method according to claim 7, further comprising:

selecting content of the upsell based, on factors comprising one or more of queue length, the request, time of day, day of week, season, and holiday factors.

9. A method according to claim 7, further comprising:

determining a duration of the upsell based on factors comprising one or more of queue length, expected wait time, the request, completion of the response, time of day, day of week, season, and holiday factors.

10. A method according to claim 7, further comprising:

delivering the upsell to the user through one of an automated call center, a drive-through restaurant, and a drive-through financial institution.

11. A method according to claim 7, wherein the upsell is at least one of unique to the user and generic to a class of users.

12. A method according to claim 7, further comprising:

playing the upsell to the user during one of an Interaction with an attendant and during a wait period.

13. A system for providing customer queuing in an automated call center, comprising:

a call module configured to receive a call into an automated call center and further configured to collect a request;

a queue module configured to assign the call to a hold queue comprising held calls and further configured to place the call on hold based on call capacity determined by the hold queue;

an upsell module, comprising;

a call factor module configured to collect call factors through an analysis module configured to analyze the queue and the call and further configured to select content for an upsell based on the call factors;

a threshold module configured to calculate a quantity of the held calls in the hold queue and further configured to apply a call threshold to the quantity; and

a playback module configured to play the upsell comprising the content when the quantity exceeds the call threshold; and

a response module configured to provide a response to the request.

14. A system according to claim 13, further comprising:

a duration, module configured to determine a duration of the upsell based on the call factors, wherein the call factors comprise one or more of queue length, expected wait time, the call, completion of the response, a location of a caller, availability of an agent, time of day, day of week, season, and holiday factors.

15. A system according to claim 13, wherein the upsell is at least one of unique to a caller and generic to a class of callers.

16. A system according to claim 13, wherein the playback module is further configured to provide the upsell during an interaction between a caller of the call and an automated prompt played by the automated call center.

17. A method for providing customer queuing in an automated call center, comprising:

receiving a call into an automated call center and collecting a request;

assigning the call to a hold queue comprising held calls and placing the call on hold based on call capacity determined by the hold queue;

determining whether to play an upsell during the hold, comprising;

collecting call factors by analyzing the queue and the call and selecting content for the upsell based on the call factors;

calculating a quantity of the held calls in the hold queue and applying a call threshold to the quantity; and

playing the upsell comprising the content when the quantity exceeds the call threshold; and

providing a response to the request.

18. A method according to claim 17, further comprising:

determining a duration of the upsell based on the call factors, wherein the call factors comprise one or more of queue length, expected wait time, the call, completion of the response, a location of a caller, availability of an agent, time of day, day of week, season, and holiday factors.

19. A method according to claim 17, wherein the upsell is at least one of unique to a caller and generic to a class of callers.

20. A method according to claim 17, further comprising:

providing the upsell during an interaction between a caller of the call and an automated prompt played by the automated call center.