OPTIMIZING CLIENT WAIT TIMES AND INTERACTIONS

• US 20180107963A1
• Filed: 10/18/2016
• Published: 04/19/2018
• Est. Priority Date: 10/18/2016
• Status: Active Application

• Current Assignee: HRB Innovations Incorporated (H&R Block, Inc.)
• Original Assignee: HRB Innovations Incorporated (H&R Block, Inc.)
• Inventors: O'Flaherty, Erin, Kratofil, John M.
• Application Number:
  US15/296,581
• Publication Number:
  US 20180107963A1
• Time in Patent Office: Days
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: G06Q 10/1095 Meeting or appointment
• CPC Class Codes: G06Q 40/123 Tax preparation or submission

Abstract

Media and methods allowing for accurate estimation of the time needed to perform complex professional services, based on the service or services requested of the professional, the historical time required to provide services for the client, and the historical speed of the professional in providing similar services previously. Accurate estimation of the time required to provide services in turn allows for accurate estimation of the length of a professional'"'"'s waiting list. Thus, a client can easily compare the wait times for available professionals and find the professional that will be available soonest, and notify them when their spot in line will soon be serviced.

Claims

1. One or more non-transitory computer-readable media storing computer-executable instructions that, when executed by a processor, perform a method of optimizing a wait time for a client, comprising the steps of:

determining one or more client requirements for a service to be performed for the client;

determining a plurality of professionals meeting the one or more client requirements for the service;

for each professional of the plurality of professionals;

determining a current waiting list for the professional comprising one or more waiting clients for the professional;

estimating, for each waiting client, a time required for the professional to service the waiting client;

estimating, for a current client being serviced by the professional, a remaining time for the professional to service the current client; and

calculating an estimated wait time until the professional is available based at least in part on the estimated times for the professional to service the plurality of waiting clients and the estimated remaining time for the current client; and

determining a best professional based at least in part on the estimated wait time for each of the plurality of professionals.

2. The media of claim 1, wherein the method further comprises the step of automatically scheduling an appointment for the client with the best professional.

3. The media of claim 1, wherein the professional is a tax professional and the service comprises tax preparation.

4. The media of claim 1, wherein the estimated wait time is further based on an estimated time required to service the client.

5. The media of claim 1, further comprising the step of estimating a travel time needed for the client to reach the professional, and

wherein the estimated wait time is further based on the estimated travel time.

6. The media of claim 5,

wherein the method further comprises the step of receiving, from the client, a preferred method of travel;

and

wherein the travel time is estimated based on the client'"'"'s preferred method of travel.

7. The media of claim 1, wherein the estimated wait time is further based on an estimated time for the client to travel from the professional to a final destination.

8. A method of estimating a time required for a professional to service a client, comprising the steps of:

determining one or more services required by the client;

for each service of the one or more services required by the client;

determining a baseline time to perform the service;

adjusting the baseline time based on an amount of time previously required to perform a similar service for the client;

further adjusting the baseline time based on a relative amount of time required to perform another task for the client as compared to an amount of time required to perform the other task for other clients; and

further adjusting the amount of time based on a relative amount of time for the professional to perform the service as compared to an amount of time for other professionals to perform the service to determine the adjusted time to perform the service; and

summing the adjusted time to perform each of the plurality of services to obtain the estimated time for the professional to service the client.

9. The method of claim 8, wherein the similar service is an identical service.

10. The method of claim 8, wherein the professional is a tax professional and the one or more services include tax preparation.

11. The method of claim 8, further comprising the step of estimating a travel time for the client to reach the professional, and wherein the estimated time for the professional to service the client further includes the estimated travel time for the client to reach the professional.

12. The method of claim 8, wherein the one or more services comprise one or more sub-services making up a complex service.

13. The method of claim 8, further comprising the step of notifying the client of the estimated time for the professional to service the client.

14. The method of claim 8, wherein the baseline time is based on a complexity of the service.

15. A method of optimizing a wait time for a client, comprising the steps of:

determining one or more client requirements for a service to be performed for the client;

determining a plurality of professionals meeting the one or more client requirements for the service;

for each professional of the plurality of professionals;

determining a current waiting list for the professional comprising one or more waiting clients for the professional;

for each waiting client of the one or more waiting clients;

determining one or more uncompleted services required by the waiting client;

for each uncompleted service of the one of the more uncompleted services required by the waiting client;

determining a baseline time to perform the uncompleted service;

adjusting the baseline time based on an amount of time previously required to perform a similar service for the waiting client;

further adjusting the baseline time based on a relative amount of time required to perform another task for the waiting client as compared to an amount of time required to perform the other task for other clients; and

further adjusting the amount of time based on a relative amount of time for the professional to previously perform the uncompleted service as compared to an amount of time for other professionals to perform the uncompleted service to determine the adjusted time to perform the service; and

summing the adjusted time to perform each of the plurality of uncompleted services to obtain the estimated time for the professional to service the waiting client;

estimating a travel time needed for the client to reach the professional; and

calculating an estimated wait time for the client based at least in part on the estimated times for the professional to service the plurality of waiting clients and the estimated travel time; and

determining a best professional based at least in part on the estimated wait time for each of the plurality of professionals.

16. The method of claim 15, wherein the professional is a tax professional and the service comprises tax preparation.

17. The method of claim 15, wherein the travel time is calculated based on a method selected from the group consisting of travel by personal automobile, walking, and public transportation.

18. The method of claim 15, wherein one or more client requirements for the service include a qualification of the professional.

19. The method of claim 15, further comprising the step of notifying the client of the estimated wait time for the best professional.

20. The method of claim 15, further comprising the step of automatically booking an appointment for the client with the best professional.