Adjusting, synchronizing and service to varying rates of arrival of customers

• US 9,531,608 B1
• Filed: 07/12/2013
• Issued: 12/27/2016
• Est. Priority Date: 07/12/2012
• Status: Active Grant

• Current Assignee: Quelogic Retail Solutions LLC
• Original Assignee: Quelogic Retail Solutions LLC
• Inventors: Johnson, Jarrod R., Crew, Benjamin J., Samuelson, Douglas A.
• Primary Examiner(s): KATSIKIS, KOSTAS J
• Application Number:
  US13/940,946
• Time in Patent Office: 1,264 Days
• Field of Search: 709/224, 709/223
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/06312 Adjustment or analysis of established resource schedule, e.g. resource or task levelling, or dynamic rescheduling
• CPC Class Codes: G06Q 30/06 Buying, selling or leasing transactions
• CPC Class Codes: H04L 41/147 for predicting network behaviour
• CPC Class Codes: H04L 41/5054 Automatic deployment of services triggered by the service manager, e.g. service implementation by automatic configuration of network components
• CPC Class Codes: H04L 47/10 Flow control; Congestion control

Abstract

Numbers of servers at latter stage services are synchronized with arrivals of customers at the latter stage services. Detecting entering customers'"'"' entries and passages by intermediate points are communicated to a computer. The computer predicts arrivals of customers for the latter stage services and needs for increases or decreases in numbers of servers. Lead times allow changing numbers of servers at the latter stage services to meet changing needs. Detections of times of servers with customers and detections of arrivals of customers at the latter stage services are communicated to the computer aid the estimations of changed requirements for numbers of servers. The computer provides the estimations of server requirement changes to managers and automated controllers with sufficient lead time to facilitate smooth transitions in increasing or decreasing the numbers of servers. Wait lines at checkout registers, call center on-hold times and inter-computer communication delays are avoided.

Claims

1. A method for synchronizing numbers of servers at a latter stage of service in a multi-stage service system with rates of arrivals of customers at said latter stage, comprising:

a. detecting entries of customers into the system, detecting passages by intermediate points in the system, and detecting arrivals at the latter stage of service;

b. communicating the detectings in real-time to a computer processor;

c. counting the detectings and computing rates of movement by the detectings of the entries and the detectings of the passages by the intermediate points;

d. computing, with frequent updates, durations of times between the entries and the passages by the intermediate points, and the arrivals at the latter stage of service, and updating estimates of key characteristics in real-time based on observation of actual current behavior of each of the customers and thereby adjusting anticipation of customer demand based on changing conditions;

e. computing rates of service at the latter stage of service depending on the numbers of servers active at the latter stage;

f. producing estimated changed requirements for more or fewer of the servers at the latter stage, and producing estimates of times when the estimated changed requirements are predicted to occur;

g. providing recommendations to an automated controller or to a human manager for increases or decreases in the numbers of the servers with sufficient lead times to facilitate smooth transitions in implementing the recommendations; and

h. synchronizing numbers of servers at the latter stage of service in the multi-stage service system with rates of arrivals of customers at said latter stage.

2. The method of claim 1, in which the multi-stage server system is a multi-department retail establishment and the latter stage of service is a multi-server checkout.

3. The method of claim 1, in which the multi-stage server system further comprises an inbound contact center, which may include automated responses, and the latter stage of service is live connections to highly skilled representatives.

4. The method of claim 1, in which the multi-stage server system further comprises a network of computers, and the latter stage of service is a critical and constrained process.

5. The method of claim 1, in which the method of computing rates of service at the latter stage of service takes into account persistent differences in speed among servers, balancing said differences against general random variation.

6. The method of claim 5, in which the method of computing further comprises estimation technique selected from a group consisting of Bayesian, James-Stein shrinkage estimators, and combinations thereof.

14. The method of claim 1, in which the multi-stage server system further comprises a network of computers and the servers are critical and constrained processes.

15. The method of claim 1, in which the multi-stage server system further comprises a network of computers and the servers are actionable outputs.

16. The method of claim 1, further comprising inputs of persistent differences in speed among the servers.

17. The method of claim 1, further comprising inputs of persistent differences in speed among the servers, and wherein the software balances the differences against general random variation.

18. The method of claim 16, in which the software estimation is done with Bayesian estimation techniques.

19. The method of claim 16, in which the software estimation is done with James-Stein shrinkage estimators.

20. The method of claim 4, in which the process is an actionable output.

7. An apparatus comprising:

first detectors for detecting entries of customers,

first communicators connected to the first detectors for communicating customer entry information,

second detectors for detecting passage of the customers by intermediate points,

second communicators connected to the second detectors for communicating customer intermediate point passage information and updating estimates of key characteristics in real-time based on observation of actual current behavior of each of the customers and thereby adjusting anticipation of customer demand based on changing conditions,

plural servers for latter stage servicing of the customers,

a processor coupled to memory,

a receiver connected to the processor for receiving the customer entry information and the customer intermediate point passage information and providing the customer entry information and customer point passage information to the processor,

software in the processor for processing the customer entry information and the customer intermediate point passage information and predicting requirements of numbers of the plural servers required for serving the customers before arrival of the customers at the servers,

an output connected to the processor for producing recommendations for increasing or decreasing the numbers of the plural servers which are activated for arrival of the customers, and

an automated control responsive to the output synchronizing the numbers of the servers at a latter stage of service in a multi-stage service system with rates of arrivals of customers at said latter stage.

8. The apparatus of claim 7, wherein the first and second communicators are first and second transmitters, and wherein the first and second detectors, the first and second transmitters, the receiver, the processor and the servers are located in a multiple department retail establishment and the servers further comprise check out stations.

9. The apparatus of claim 8, wherein the first detectors and the transmitters are positioned at entry points to the establishment, and wherein the second detectors and transmitters are located at varied positions within the establishment.

10. The apparatus of claim 9, further comprising multiple carriers used by customers in the establishment and identification indicators on the carriers, and wherein the first and second detectors detect the identification indicators.

11. The apparatus of claim 10, wherein the multiple carriers have different load capacities and the identification indicators have indications of the load capacities of the carriers which are detected by the first and second detectors and transmitted to the receiver by the first and second transmitters.

12. An apparatus comprising a multiple stage customer service system, further comprising:

entries of customers to the system and exits from the system,

intermediate points within the system between the entries and the exits, servers near the exits,

detectors near the entries, near the intermediate points in the system and near the servers,

a processor coupled to a memory in the system,

communicators connected to the detectors near the entries and near the intermediate points in the system to communicate to the processor detections of passages through the entries and passages by the intermediate points in the system and activity at the servers and updating estimates of key characteristics in real-time based on observation of actual current behavior of each of the customers and thereby adjusting anticipation of customer demand based on changing conditions,

software in the processor to receive the detections from the detectors near the entries, the intermediate points and the servers and to produce an output with estimates of changed requirements for activation of numbers of the servers, and

automated controls responsive to the output synchronizing the numbers of the servers at a latter stage of service in a multi-stage service system with rates of arrivals of the customers at said latter stage.

13. The apparatus of claim 12, in which the multistage server system further comprises an inbound contact center, wherein the entries comprise received calls, wherein the intermediate points comprise automated responses, and wherein the servers are live connections to highly skilled representatives.