IDENTIFYING PERSONNEL-STAFFING ADJUSTMENTS BASED ON INDOOR POSITIONING SYSTEM DETECTION OF PHYSICAL CUSTOMER PRESENCE

• US 20160012381A1
• Filed: 07/10/2014
• Published: 01/14/2016
• Est. Priority Date: 07/10/2014
• Status: Active Grant

• Current Assignee: Bank of America Corp.
• Original Assignee: Bank of America Corp.
• Inventors: Hanson, Carrie Anne
• Granted Patent: US 10,332,050 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/063116 Schedule adjustment for a person or group
• CPC Class Codes: H04W 4/029 Location-based management or tracking services
• CPC Class Codes: H04W 4/33 for indoor environments, e.g. buildings

Abstract

A computing platform may receive a plurality of messages comprising data indicating physical presence of a plurality of customers of a financial institution at a physical banking center location of the financial institution from an indoor positioning system located at the physical banking center location of the financial institution. The computing platform may identify one or more attributes of at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution, and one or more adjustments to a personnel-staffing schedule for the physical banking center location of the financial institution based on at least a portion of the data indicating the physical presence of the plurality of customers of the financial institution at the physical banking center location of the financial institution and the one or more attributes of the at least a portion of the plurality of customers.

Claims

1. A method, comprising:

at a computing platform comprising at least one processor, a memory, and a communication interface;

receiving, via the communication interface, over a period of time comprising a plurality of days, and from an indoor positioning system located at a physical banking center location of a financial institution, a plurality of messages comprising data indicating physical presence of a plurality of customers of the financial institution at the physical banking center location of the financial institution;

identifying, by the at least one processor, one or more attributes of at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution; and

identifying, by the at least one processor and based on at least a portion of the data indicating the physical presence of the plurality of customers of the financial institution at the physical banking center location of the financial institution and the one or more attributes of the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution, one or more adjustments to a personnel-staffing schedule for the physical banking center location of the financial institution.

2. The method of claim 1, comprising:

generating, by the at least one processor, a message indicating the one or more adjustments to the personnel-staffing schedule for the physical banking center location of the financial institution;

identifying, by the at least one processor, a computing device located at the physical banking center location of the financial institution; and

communicating, via the communication interface and to the computing device located at the physical banking center location of the financial institution, the message indicating the one or more adjustments to the personnel-staffing schedule for the physical banking center location of the financial institution.

3. The method of claim 1, comprising:

at least one day subsequent to identifying the one or more adjustments to the personnel-staffing schedule for the physical banking center location of the financial institution, receiving, via the communication interface and from the indoor positioning system located at the physical banking center location of the financial institution, one or more messages comprising data indicating physical presence of one or more customers of the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution; and

responsive to receiving the one or more messages comprising the data indicating the physical presence of the one or more customers of the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution;

generating, by the at least one processor, a message indicating the physical presence of the one or more customers of the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution;

identifying, by the at least one processor, at least one computing device located at the physical banking center location of the financial institution; and

communicating, via the communication interface and to the at least one computing device located at the physical banking center location of the financial institution, the message indicating the physical presence of the one or more customers of the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution.

4. The method of claim 3, wherein identifying the at least one computing device located at the physical banking center location of the financial institution comprises identifying, based on at least one of the one or more messages comprising the data indicating physical presence of the one or more customers of the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution, one or more personal computing devices presently in possession of the one or more customers of the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution, and wherein communicating the message indicating the physical presence of the one or more customers of the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution comprises communicating, via the communication interface and to the one or more personal computing devices presently in possession of the one or more customers of the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution, the message indicating the physical presence of the one or more customers of the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution.

5. The method of claim 3, comprising identifying, based at least in part on the one or more adjustments to the personnel-staffing schedule for the physical banking center location of the financial institution, an associate of the financial institution who is located at the physical banking center location of the financial institution to assist the one or more customers of the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution.

6. The method of claim 5, wherein identifying the at least one computing device located at the physical banking center location of the financial institution comprises identifying one or more personal computing devices presently in possession of the associate of the financial institution who is located at the physical banking center location of the financial institution, and wherein communicating the message indicating the physical presence of the one or more customers of the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution comprises communicating, via the communication interface and to the one or more personal computing devices presently in possession of the associate of the financial institution who is located at the physical banking center location of the financial institution, the message indicating the physical presence of the one or more customers of the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution.

7. The method of claim 6, comprising receiving, via the communication interface and from the indoor positioning system located at the physical banking center location of the financial institution, one or more messages comprising data indicating physical presence of one or more associates of the financial institution at the physical banking center location of the financial institution.

8. The method of claim 7, wherein identifying the one or more personal computing devices presently in possession of the associate of the financial institution who is located at the physical banking center location of the financial institution comprises identifying, by the at least one processor and based on at least one of the one or more messages comprising data indicating physical presence of one or more associates of the financial institution at the physical banking center location of the financial institution, the one or more personal computing devices presently in possession of the associate of the financial institution who is located at the physical banking center location of the financial institution.

9. The method of claim 1, comprising:

responsive to receiving the plurality of messages comprising the data indicating the physical presence of the plurality of customers of the financial institution at the physical banking center location of the financial institution;

generating, by the at least one processor, a request for profile data for each of the plurality of customers of the financial institution at the physical banking center location of the financial institution;

communicating, via the communication interface and to a customer management system of the financial institution, the request for the profile data for each of the plurality of customers of the financial institution at the physical banking center location of the financial institution; and

receiving, via the communication interface and from the customer management system of the financial institution, customer profile data for each of the plurality of customers of the financial institution at the physical banking center location of the financial institution.

10. The method of claim 9, wherein identifying the one or more attributes of the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution comprises, identifying, by the at least one processor and based on the customer profile data for each of the plurality of customers of the financial institution at the physical banking center location of the financial institution, the one or more attributes of the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution.

11. The method of claim 1, wherein the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution comprise high-wealth customers of the financial institution, wherein identifying the one or more attributes of the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution comprises identifying, by the at least one processor, one or more attributes of the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution indicating that the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution comprise high-wealth customers of the financial institution, and wherein identifying the one or more adjustments to the personnel-staffing schedule for the physical banking center location of the financial institution comprises identifying an adjustment to the personnel-staffing schedule for the physical banking center location of the financial institution that schedules a wealth-management associate of the financial institution to be at the physical banking center location of the financial institution.

12. The method of claim 1, wherein the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution comprise customers of the financial institution that are nearing retirement age, wherein identifying the one or more attributes of the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution comprises identifying, by the at least one processor, one or more attributes of the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution indicating that the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution are nearing retirement age, and wherein identifying the one or more adjustments to the personnel-staffing schedule for the physical banking center location of the financial institution comprises identifying an adjustment to the personnel-staffing schedule for the physical banking center location of the financial institution that schedules a retirement-planning associate of the financial institution to be at the physical banking center location of the financial institution.

13. The method of claim 1, wherein the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution comprise customers of the financial institution that could benefit from debt-management counseling, wherein identifying the one or more attributes of the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution comprises identifying, by the at least one processor, one or more attributes of the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution indicating that the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution could benefit from debt-management counseling, and wherein identifying the one or more adjustments to the personnel-staffing schedule for the physical banking center location of the financial institution comprises identifying an adjustment to the personnel-staffing schedule for the physical banking center location of the financial institution that schedules a debt-management associate of the financial institution to be at the physical banking center location of the financial institution.

14. The method of claim 1, comprising:

determining, by the at least one processor and based on the plurality of messages comprising the data indicating the physical presence of the plurality of customers of the financial institution at the physical banking center location of the financial institution, a plurality of dates and times, each date and time of the plurality of dates and times corresponding to physical presence of a customer of the plurality of customers of the financial institution at the physical banking center location of the financial institution; and

identifying, by the at least one processor and from amongst the plurality of dates and times, a set of dates and times corresponding to physical presence of the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution.

15. The method of claim 14, wherein identifying the one or more adjustments to the personnel-staffing schedule for the physical banking center location of the financial institution comprises identifying, by the at least one processor and based on the set of dates and times corresponding to physical presence of the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution, one or more adjustments to the personnel-staffing schedule for the physical banking center location of the financial institution that adjust the personnel-staffing schedule for the physical banking center location of the financial institution for at least one date or time corresponding to a date or time from amongst the set of dates and times corresponding to physical presence of the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution.

16. The method of claim 1, wherein the indoor positioning system comprises a plurality of personal computing devices presently in possession of the customers of the financial institution at the physical banking center location of the financial institution, and at least one location beacon that is located at the physical banking center location of the financial institution and configured to emit a signal comprising an identifier associated with the physical banking center location, and wherein receiving the plurality of messages comprising data indicating the physical presence of the customers of the financial institution at the physical banking center location of the financial institution comprises receiving, from the plurality of personal computing devices, data comprising the identifier associated with the physical banking center location.

17. The method of claim 16, wherein the indoor positioning system comprises a location beacon that is located at a first location of the physical banking center location of the financial institution and configured to emit a signal comprising an identifier associated with the first location of the physical banking center location of the financial institution, and a location beacon that is located at a second location of the physical banking center location of the financial institution and configured to emit a signal comprising an identifier associated with the second location of the physical banking center location of the financial institution, and wherein receiving the plurality of messages comprising data indicating physical presence of the customers of the financial institution at the physical banking center location of the financial institution comprises:

receiving messages comprising data indicating physical presence of a portion of the customers of the financial institution at the first location of the physical banking center location of the financial institution; and

receiving messages comprising data indicating physical presence of a portion of the customers of the financial institution at the second location of the physical banking center location of the financial institution.

18. The method of claim 17, wherein identifying the one or more attributes of the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution comprises identifying one or more attributes of the portion of the customers of the financial institution at the first location of the physical banking center location of the financial institution and one or more attributes of the portion of the customers of the financial institution at the second location of the physical banking center location of the financial institution, and wherein identifying the one or more adjustments to the personnel-staffing schedule for the physical banking center location of the financial institution comprises identifying one or more adjustments to a personnel-staffing schedule for the first location of the physical banking center location of the financial institution and one or more adjustments to a personnel-staffing schedule for the second location of the physical banking center location of the financial institution.

19. An apparatus, comprising:

at least one processor;

a communication interface; and

a memory storing instructions that when executed by the at least one processor cause the apparatus to;

receive, via the communication interface, over a period of time comprising a plurality of days, and from an indoor positioning system located at a physical banking center location of a financial institution, a plurality of messages comprising data indicating physical presence of a plurality of customers of the financial institution at the physical banking center location of the financial institution;

identify one or more attributes of at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution;

identify, based on at least a portion of the data indicating the physical presence of the plurality of customers of the financial institution at the physical banking center location of the financial institution and the one or more attributes of the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution, one or more adjustments to a personnel-staffing schedule for the physical banking center location of the financial institution;

generate a message indicating the one or more adjustments to the personnel-staffing schedule for the physical banking center location of the financial institution;

identify a computing device located at the physical banking center location of the financial institution; and

communicate, via the communication interface and to the computing device located at the physical banking center location of the financial institution, the message indicating the one or more adjustments to the personnel-staffing schedule for the physical banking center location of the financial institution.

20. One or more non-transitory computer-readable media having instructions stored thereon that when executed by one or more computers cause the one or more computers to:

receive, from an indoor positioning system located at a physical banking center location of a financial institution, a plurality of messages comprising data indicating physical presence of a plurality of customers of the financial institution at the physical banking center location of the financial institution;

identify one or more attributes of at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution;

identify, based on at least a portion of the data indicating the physical presence of the plurality of customers of the financial institution at the physical banking center location of the financial institution and the one or more attributes of the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution, one or more adjustments to a personnel-staffing schedule for the physical banking center location of the financial institution;

subsequent to identifying the one or more adjustments to the personnel-staffing schedule for the physical banking center location of the financial institution, receive, from the indoor positioning system located at the physical banking center location of the financial institution, one or more messages comprising data indicating physical presence of one or more customers of the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution; and

responsive to receiving the one or more messages comprising the data indicating the physical presence of the one or more customers of the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution;

generate a message indicating the physical presence of the one or more customers of the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution;

identify at least one computing device located at the physical banking center location of the financial institution; and

communicate, to the at least one computing device located at the physical banking center location of the financial institution, the message indicating the physical presence of the one or more customers of the at least a portion of the plurality of customers of the financial institution at the physical banking center location of the financial institution.