Systems and methods for task scheduling based on real-time conditions

Abstract

Methods, apparatuses, and systems for scheduling tasks to field professionals include: determining real-time schedule information for field professionals independent from any schedule update received therefrom; determining, from the real-time schedule information associated with a first field professional, existence of a delay associated with tasks assigned to the first field professional; determining a likelihood that the delay will interfere with the first field professional arriving to an identified location associated with an assigned task at a scheduled time; determining from real-time schedule information associated with a second field professional whether the second field professional can arrive to the identified location; reassigning the assigned task based on the real-time schedule information associated with the first field professional and the real-time schedule information associated with the second field professional; and providing to at least one of the first field professional and the second field professional information reflecting the reassignment of the task.

Description

CROSS REFERENCES TO RELATED APPLICATIONS[0001]This application claims the benefit of priority of U.S. Provisional Patent Application No. 62 / 785,423, filed on Dec. 27, 2018; and U.S. Provisional Patent Application No. 62 / 871,397, filed Jul. 8, 2019. All of the foregoing applications are incorporated herein by reference in their entirety.BACKGROUNDI. Technical Field[0002]The present disclosure relates generally to the field of managing service organizations. More specifically, the present disclosure relates to systems, methods, and devices for providing services such as services provided by professionals or experts in the field.II. Background Information[0003]One aspect of process management involves matching available resources to the tasks to be performed by or within an organization. In the service providers industry, for example, the main resources are the service professionals (such as field technicians, help desk or customer service operators, insurance assessors, business consu...

AI Technical Summary

Benefits of technology

This patent describes a system that can identify the causes of unscheduled tasks and reduce the number of future unscheduled tasks based on the identification. The system receives a set of requests for services and schedules tasks based on scheduling constraints and common causes. This helps improve the efficiency of the system and minimize future unpermitted tasks.

Problems solved by technology

The service tasks are usually initiated by customer requests, and typically cannot be precisely predicted on the micro-level, as there is no way to know when a customer will call and request assistance.

Service providers thus face the challenge of accurately managing the size, mix of skills, and regional allocation of their resources.

Erring by allocating too few resources results in failing to meet customer expectations, risking losing customers, and sometimes requiring the service organization to pay contract-specified penalties.

Erring by allocating too many resources results in spending excessive money on resources that are not fully utilized.

The on-site service for the connected device may have an associated urgency level.

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