GENERATING STAFFING ADJUSTMENT ALERTS BASED ON INDOOR POSITIONING SYSTEM DETECTION OF PHYSICAL CUSTOMER PRESENCE

• US 20160012384A1
• Filed: 07/10/2014
• Published: 01/14/2016
• Est. Priority Date: 07/10/2014
• Status: Abandoned Application

• Current Assignee: Bank of America Corp.
• Original Assignee: Bank of America Corp.
• Inventors: Hanson, Carrie Anne
• Application Number:
  US14/327,565
• Publication Number:
  US 20160012384A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/063118 Staff planning in a project environment

Abstract

A computing platform may receive a plurality of messages comprising data indicating physical presence 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 determine a number of customers known to be currently located at the physical banking center location of the financial institution based on at least a portion of the data indicating the physical presence of customers of the financial institution at the physical banking center location of the financial institution. The computing platform may also determine whether the number of customers known to be currently located at the physical banking center location of the financial institution exceeds a threshold associated with the physical banking center location of the financial institution.

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 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 customers of the financial institution at the physical banking center location of the financial institution;

determining, by the at least one processor and based on at least a portion of the data indicating the physical presence of customers of the financial institution at the physical banking center location of the financial institution, a number of customers known to be currently located at the physical banking center location of the financial institution; and

determining, by the at least one processor, whether the number of customers known to be currently located at the physical banking center location of the financial institution exceeds a threshold associated with the physical banking center location of the financial institution.

2. 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.

3. The method of claim 2, wherein 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 a plurality of customer identifiers, each customer identifier of the plurality of customer identifiers identifying a customer of the customers of the financial institution at the physical banking center location of the financial institution, and wherein determining the number of customers known to be currently located at the physical banking center location of the financial institution comprises determining a number of unique customer identifiers that are among the plurality of customer identifiers.

4. The method of claim 2, 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.

5. The method of claim 4, wherein determining the number of customers known to be currently located at the physical banking center location of the financial institution comprises:

determining a number of customers known to be located at the first location of the physical banking center location of the financial institution; and

determining a number of customers known to be located at the second location of the physical banking center location of the financial institution.

6. The method of claim 5, wherein determining whether the number of customers known to be currently located at the physical banking center location of the financial institution exceeds the threshold associated with the physical banking center location of the financial institution comprises:

comparing the number of customers known to be located at the first location of the physical banking center location of the financial institution to a number of associates of the financial institution located at the first location of the physical banking center location of the financial institution; and

comparing the number of customers known to be located at the second location of the physical banking center location of the financial institution to a number of associates of the financial institution located at the second location of 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, messages comprising data indicating physical presence of associates of the financial institution at the first location of the physical banking center location of the financial institution; and

receiving, via the communication interface and from the indoor positioning system located at the physical banking center location of the financial institution, messages comprising data indicating physical presence of associates of the financial institution at the second location of the physical banking center location of the financial institution.

8. The method of claim 7, comprising:

determining, based on the messages comprising data indicating physical presence of associates of the financial institution at the first location of the physical banking center location of the financial institution, the number of associates of the financial institution located at the first location of the physical banking center location of the financial institution; and

determining, based on the messages comprising data indicating physical presence of associates of the financial institution at the second location of the physical banking center location of the financial institution, the number of associates of the financial institution located at the second location of the physical banking center location of the financial institution.

9. The method of claim 6, wherein comparing the number of customers known to be located at the first location of the physical banking center location of the financial institution to the number of associates of the financial institution located at the first location of the physical banking center location of the financial institution comprises comparing a ratio of the number of customers known to be located at the first location of the physical banking center location of the financial institution and the number of associates of the financial institution located at the first location of the physical banking center location of the financial institution to a predetermined threshold customer-to-associate ratio associated with the first location of the physical banking center location, and wherein comparing the number of customers known to be located at the second location of the physical banking center location of the financial institution to the number of associates of the financial institution located at the second location of the physical banking center location of the financial institution comprises comparing a ratio of the number of customers known to be located at the second location of the physical banking center location of the financial institution and the number of associates of the financial institution located at the second location of the physical banking center location of the financial institution to a predetermined threshold customer-to-associate ratio associated with the second location of the physical banking center location.

10. The method of claim 1, wherein determining whether the number of customers known to be currently located at the physical banking center location of the financial institution exceeds the threshold associated with the physical banking center location of the financial institution comprises comparing the number of customers known to be located at the physical banking center location of the financial institution to a number of associates of the financial institution located at the physical banking center location of the financial institution.

11. The method of claim 10, wherein comparing the number of customers known to be located at the physical banking center location of the financial institution to the number of associates of the financial institution located at the physical banking center location of the financial institution comprises comparing a ratio of the number of customers known to be located at the physical banking center location of the financial institution and the number of associates of the financial institution located at the physical banking center location of the financial institution to a predetermined threshold customer-to-associate ratio associated with the physical banking center location.

12. The method of claim 1, comprising:

responsive to determining that the number of customers known to be currently located at the physical banking center location of the financial institution exceeds the threshold associated with the physical banking center location of the financial institution;

generating, by the at least one processor, a message indicating that additional staffing is required at the physical banking center location of the financial institution; and

communicating, via the communication interface and to a computing device located at the physical banking center location of the financial institution, the message indicating that additional staffing is required at the physical banking center location of the financial institution.

13. The method of claim 12, wherein generating the message indicating that additional staffing is required at the physical banking center location of the financial institution comprises generating a graphical user interface indicating that additional staffing is required at the physical banking center location of the financial institution and the number of customers known to be currently located at the physical banking center location of the financial institution.

14. The method of claim 13, wherein the graphical user interface indicates a number of associates of the financial institution located at the physical banking center location of the financial institution and a predetermined threshold customer-to-associate ratio associated with the physical banking center location.

15. The method of claim 13, wherein the graphical user interface indicates a number of customers known to be located at a first location of the physical banking center location of the financial institution and a number of customers known to be located at a second location of the physical banking center location of the financial institution.

16. The method of claim 12, comprising:

receiving, via the communication interface and from the indoor positioning system located at the physical banking center location of the financial institution, at least one message comprising data indicating physical presence of an associate 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 the at least one message comprising data indicating physical presence of the associate of the financial institution at the physical banking center location of the financial institution, the computing device located at the physical banking center location of the financial institution.

17. The method of claim 12, comprising:

receiving, by the computing device located at the physical banking center location of the financial institution, the message indicating that additional staffing is required at the physical banking center location of the financial institution; and

responsive to receiving the message indicating that additional staffing is required at the physical banking center location of the financial institution, generating, by the computing device located at the physical banking center location of the financial institution and in an area of the physical banking center location designated for off-duty associates of the physical banking center location of the financial institution, at least one of an audible indication that additional staffing is required at the physical banking center location of the financial institution or a visual indication that additional staffing is required at the physical banking center location of the financial institution.

18. The method of claim 1, comprising:

determining, by the at least one processor, a number of associates of the financial institution known to be currently located at the physical banking center location of the financial institution;

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

determining, by the at least one processor and based on the customer profile data for the customers of the financial institution at the physical banking center location of the financial institution, a number of customers known to be currently located at the physical banking center location of the financial institution that match a predetermined customer profile; and

determining, by the at least one processor, that a ratio of the number of customers known to be currently located at the physical banking center location of the financial institution that match the predetermined customer profile to the number of associates of the financial institution known to be currently located at the physical banking center location of the financial institution exceeds a predetermined threshold ratio associated with the predetermined customer profile.

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 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 customers of the financial institution at the physical banking center location of the financial institution;

determine, based on at least a portion of the data indicating the physical presence of customers of the financial institution at the physical banking center location of the financial institution, a number of customers known to be currently located at the physical banking center location of the financial institution;

determine whether the number of customers known to be currently located at the physical banking center location of the financial institution exceeds a threshold associated with the physical banking center location of the financial institution; and

responsive to determining that the number of customers known to be currently located at the physical banking center location of the financial institution exceeds the threshold associated with the physical banking center location of the financial institution;

generate a message indicating that additional staffing is required at the physical banking center location of the financial institution; and

communicate, via the communication interface and to a computing device located at the physical banking center location of the financial institution, the message indicating that additional staffing is required at 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 customers of the financial institution at the physical banking center location of the financial institution;

determine, based on at least a portion of the data indicating the physical presence of customers of the financial institution at the physical banking center location of the financial institution, a number of customers known to be currently located at the physical banking center location of the financial institution;

determine, based on the number of customers known to be currently located at the physical banking center location of the financial institution and a number of associates of the financial institution known to be currently located at the physical banking center location of the financial institution, a customer-to-associate ratio for the physical banking center location of the financial institution; and

determine whether the customer-to-associate ratio for the physical banking center location of the financial institution exceeds a predetermined customer-to-associate threshold associated with the physical banking center location of the financial institution.