Method and apparatus for economic exploitation of waiting time of customers at call centers, contact centers or into interactive voice response (IVR) systems

• US 9,767,473 B2
• Filed: 02/09/2007
• Issued: 09/19/2017
• Est. Priority Date: 02/09/2007
• Status: Active Grant

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Dube, Parijat, Wynter, Laura
• Primary Examiner(s): Matar, Ahmad F
• Assistant Examiner(s): Intavong, Jirapon
• Application Number:
  US11/673,457
• Publication Number:
  US 20080195471A1
• Time in Patent Office: 3,875 Days
• Field of Search: 37926601, 37926502, 379 76, 379309, 37914201
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0236 Incentive or reward received by requiring registration or ID from user
• CPC Class Codes: H04M 3/50 Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers H04M3/487 takes precedence; centralised dictation systems H04M11/10; Centralised arrangements for recording messages

Abstract

A structure and method includes a detector to determine that a caller is waiting for service. A presentation module presents an advertisement to the waiting caller, wherein a compensation is paid to have the advertisement presented to the waiting caller.

Claims

1. An apparatus, comprising:

a detector to determine that a caller is waiting for service;

a timer that is initiated when said caller is detected as waiting, said timer being stopped when said caller is detected as no longer waiting, wherein a waiting time of said caller, as measured by said timer, is stored as waiting time data;

a calculator, as executed by a processor on a computer, to calculate an estimated waiting time for said caller;

a presentation module to present an advertisement to said waiting caller; and

a selection module to select said advertisement presented to said caller from a plurality of advertisements available for presentation to callers,

wherein said calculator divides said estimated waiting time into a plurality of slots, said selected advertisement being presented to said caller in a first slot of said plurality of slots,

wherein a compensation is provided to have said advertisement presented to the waiting caller,

wherein said selection module makes a selection based upon a priority that is determined based upon;

a relative importance of slots of said plurality of slots; and

a relative importance of presenting a specific advertisement based on what is known or can be deduced about said caller,

wherein a price that an advertiser pays is based at least in part upon said priority, and

wherein said waiting time data is used for calculation of a likelihood that a caller will continue to wait, including a likelihood that a caller will remain waiting for each time slot.

2. The apparatus of claim 1, wherein additional advertisements are respectively selected and presented in subsequent slots, as based on said priority.

3. The apparatus of claim 1, wherein said determination of said priority further incorporates one or more of:

a probability that a caller will continue waiting throughout a duration of an advertisement slot; and

a length of said advertisement.

4. The apparatus of claim 1, further comprising a memory device storing a plurality of advertisements that can be selectively presented to callers during waiting periods.

5. A non-transitory signal-bearing storage medium tangibly embodying a program of machine-readable instructions executable by a digital processing apparatus to perform as said apparatus of claim 1.

6. The apparatus of claim 1, wherein said waiting time data is used for calculating a sensitivity of waiting time for at least one of a time of day, customer specific characteristics, and a perceived value of service offering.

7. The apparatus of claim 1, wherein said likelihood that a caller will continue to wait is used to calculate at least one of:

a length of time slots used for presenting said advertisements to waiting callers; and

a priority of advertisements related for said time slots.

8. The apparatus of claim 1, wherein said calculator that divides said estimated waiting time into said plurality of slots further calculates a number of said slots, each said slot having a substantially same length.

9. The apparatus of claim 1, wherein said calculator that divides said estimated waiting time into said plurality of slots calculates said slots based on a remainder of said estimated waiting time after a completion of each presented advertisement.

10. The apparatus of claim 9, wherein successive selections are made and presented to said caller, based upon fitting an appropriate advertisement into said remainder, as calculated after each presented advertisement completion.

11. The apparatus of claim 9, wherein said slots are calculated further in consideration of one or more of a time of day, a day of week, and at least one characteristic of the caller.

12. A method of utilizing call waiting time as a source of revenue, said method comprising:

detecting that a caller is waiting for service;

calculating an expected waiting time for said waiting caller;

automatically dividing said estimated waiting time into a plurality of time slots by a process of selecting and presenting an advertisement to said waiting caller, as performed by a processor on a computer, based on a selection priority and said expected waiting time, said selection priority being determined based upon;

a relative importance of each time slot of said plurality of time slots; and

a relative importance of presenting a specific advertisement based on what is known or can be deduced about said caller;

at an end of each said advertisement presentation, determining whether said caller is still waiting;

if it is determined that said caller is still waiting, selecting and presenting, as based on said selection priority and a residual of said expected waiting time, another advertisement to said waiting caller in each of successive time slots for as long as said caller is determined to still be waiting; and

if it is determined that said caller is no longer waiting, storing data for said caller'"'"'s waiting for service,

wherein a compensation is paid to have said advertisement presented to waiting callers to a provider/operator, by advertisers desiring to have their advertisements presented to callers that call said provider/operator for services.

13. The method of claim 12, wherein said determination of said selection priority further includes consideration of one or more of:

a probability that a caller will continue waiting throughout a duration of an advertisement slot; and

a length of said advertisement.

14. The method of claim 12, wherein said expected waiting time is calculated using a static method based on at least one of historical data and a waiting time distribution characteristic.

15. The method of claim 12, wherein said expected waiting time is calculated using a dynamic method based on updating wait time statistics.

16. The method of claim 15, wherein said expected waiting time is calculated using a moving average of actual waiting times.

17. A method of operating at least one of a call center, a contact center, and an Interactive Voice Response (IVR) system, said method comprising:

detecting that a client is waiting for service;

calculating an expected waiting time for said client'"'"'s service wait and dividing said expected waiting time into slots of time for advertising; and

selecting and presenting, in each said slot of time, an advertisement to said waiting client, as executed by a processor on a computer, and as based on a selection priority, said selection priority being determined based upon;

a relative importance of said slots; and

a relative importance of presenting a specific advertisement based on what is known or can be deduced about said caller,

wherein a compensation is paid to a provider/operator of said call center, contact center, or IVR system to have said advertisement presented to waiting clients.

18. The method of claim 17, wherein said priority is further determined based on one or more of:

a probability that a client will continue waiting throughout a duration of an advertisement slot; and

a length of said advertisement.