Intelligent service traffic management

• US 7,769,596 B1
• Filed: 04/16/2008
• Issued: 08/03/2010
• Est. Priority Date: 04/16/2008
• Status: Active Grant

• Current Assignee: T-Mobile Innovations LLC (Deutsche Telekom AG)
• Original Assignee: Sprint Communications Company LP (Deutsche Telekom AG)
• Inventors: Nair, Sunil Ponnangath
• Primary Examiner(s): Weiss; John G
• Assistant Examiner(s): Bahl; Sangeeta
• Application Number:
  US12/104,420
• Time in Patent Office: 839 Days
• Field of Search: 705/1
• US Class Current: 705/1.1
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

Computer implemented methods and systems are provided for intelligent service traffic management. A request is received from a mobile device for mobile device service. A location of the mobile device is determined. One or more retail service centers is identified based on the location of the mobile device. A wait for the mobile device service is estimated at each of the retail service centers. The estimated wait and each location of the retail service centers are provided to the mobile device.

Claims

1. A computer implemented method for guiding a mobile device user to optionally select a mobile device service retail service center comprising:

receiving a request from a mobile device for mobile device service;

determining a location of the mobile device;

identifying one or more retail service centers for servicing a mobile device based on the location of the mobile device;

estimating a wait for the mobile device service at each of the retail service centers;

providing the estimated wait and each location of the retail service centers to the mobile device;

providing a net wait time at each of the retail service centers to the mobile device to guide a user of the mobile device to optionally select a retail service center, the net wait time being calculated by subtracting a travel time to a corresponding retail service center from the estimated wait at the corresponding retail service center,

wherein each of the receiving a request, determining a location, identifying one or more retail service centers, estimating a wait, and providing the estimated wait and each location occur prior to optionally selecting a retail service center.

2. The computer implemented method of claim 1, further comprising providing an estimated travel time to reach each of the retail service centers to the mobile device, wherein the estimated travel time is based on at least the location of the mobile device.

3. The computer implemented method of claim 1, further comprising adding an identifier for the mobile device to a waiting list at a retail service center before the mobile device arrives at the retail service center.

4. The computer implemented method of claim 1, further comprising adapting estimation methods based on a logged request time, arrival time, service time, and completion time.

5. The computer implemented method of claim 1, wherein the estimated wait is based on a combination of a number of waiting customers and each type of mobile device service associated with the number of waiting customers.

6. The computer implemented method of claim 1, further comprising:

selecting one of the retail service centers.

7. A system for guiding a mobile device user to optionally select a mobile device service retail service center, comprising:

a plurality of service center computers, wherein each of the service centers computers is associated with one or more retail service centers;

a server configured to receive a request from a mobile device for mobile device service, determine a location of the mobile device, to identify a plurality of retail service centers based on the location of the mobile device, to communicate with the service center computers to estimate a wait for the mobile device service at each of the retail service centers, to provide the estimated wait and location of each of the plurality of retail service centers to the mobile device, to provide a net wait time at each of the retail service centers to the mobile device to guide a user of the mobile device to optionally select a retail service center, the net wait time being calculated by subtracting a travel time to a corresponding retail service center from the estimated wait at the corresponding retail service center, to receive a request from the mobile device to add the requested mobile device service to a waiting list, and to add the requested mobile device service to a waiting list.

8. The system of claim 7 wherein the mobile device is one of a mobile telecommunication device, a mobile handset, a personal digital assistant, a mobile computer, a handheld gaming device, a wireless mobile device, a pager, a portable computer, a tablet computer, a laptop computer, a digital camera, a digital music player, and a digital calculator.

9. The system of claim 7, wherein the server provides the estimated wait and each location of the retail service centers to the mobile device by listing the estimated wait and each location based on at least one of the estimated wait associated with the retail service centers, each proximity of the retail service centers, and a combination of the estimated wait at each of the retail service centers and an estimated arrival time at each of the retail service centers.

10. The system of claim 7, wherein the server provides the estimated wait and each location of the retail service centers to the mobile device based on a map of each location of the retail service centers.

11. The system of claim 7, wherein the server is further configured to provide the estimated wait and each location of a plurality of additional retail service centers to the mobile device when the estimated wait for at least one of the retail service centers is greater than a specified wait time.

12. The system of claim 7, wherein the server is further configured to provide the estimated wait and each location of a plurality of additional retail service centers to the mobile device when a combination of the estimated wait at each of the retail service centers and an estimated arrival time at each of the retail service centers is greater than a specified combination time.

13. A computer implemented method for guiding a mobile device user to select a mobile device service retail service center, comprising:

receiving a request from a mobile device for mobile device service;

determining a location of the mobile device;

determining a type of mobile device service;

identifying a plurality of service centers that provide the type of mobile device service based on the location of the mobile device;

estimating a wait for the type of mobile device service at each of the plurality of retail service centers;

providing the estimated wait and each location of the retail service centers to the mobile device;

providing a net wait time at each of the retail service centers to the mobile device to guide a user of the mobile device to select a retail service center, the net wait time being calculated by subtracting a travel time to a corresponding retail service center from the estimated wait at the corresponding retail service center;

receiving a request from the mobile device to add the requested mobile device service to a waiting list of a selected retail service center;

adding the requested mobile device service to the waiting list of the selected retail service center.

14. The computer implemented method of claim 13, further comprising providing an estimated repair time to the mobile device based on at least one of the type of mobile device service and a type of the mobile device.

15. The computer implemented method of claim 13, wherein determining a type of mobile device service comprises providing a list of types of mobile device services to the mobile device and receiving a selection of the type of mobile device service from the mobile device.

16. The computer implemented method of claim 15, wherein the list of types of mobile device services is based on recent mobile device problems.

17. The computer implemented method of claim 13, further comprising providing information associated with an attempted self help action to a retail service center before the mobile device arrives at the retail service center.

18. The computer implemented method of claim 17, further comprising approximating a saving based on a successful self help action.

19. The computer implemented method of claim 13, further comprising:

providing information to the mobile device, wherein the information promotes a self help action associated with the type of mobile device service.