Queue Management With Remote Providers for Shorter Wait Times
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Existing queue management systems are limited by the number of available service providers in a facility, leading to lengthy customer wait times even when customers are not physically standing in lines, creating a frustrating experience.
Innovation Solution
An improved queue management system that utilizes remote service providers through a single software interface, connecting customers with underutilized employees across multiple locations via kiosks and computing devices, allowing for virtual transactions and efficient load balancing.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If traditional queue management systems are used with only local service providers, then system simplicity is maintained, but customer wait times become excessively long and service capacity is limited
Solution Approach 1:
The patent extends the service provider network from a single physical location to multiple remote locations, adding a spatial dimension to service delivery. This allows customers to be served by providers at different geographic locations through virtual connection, effectively increasing service capacity without requiring more local providers.
Solution Approach 2:
The system introduces a virtual connection intermediary (video conferencing infrastructure and queue management software) that bridges customers and remote service providers. This intermediary enables service delivery across physical distances, allowing customers to receive services from providers at different locations without traditional travel or extended waiting.
2Productivity
If remote service providers are integrated into the queue management system, then service capacity and employee utilization are improved, but system complexity increases
Solution Approach 1:
The queue management system is designed with multi-functionality to handle both local and remote service providers through a unified interface. The system can dynamically route customers to either local or remote providers based on availability, making the system adaptable to different service delivery modes without requiring separate management mechanisms.
Solution Approach 2:
The patent combines local and remote service provider networks into a single integrated queue management system. By merging these previously separate service delivery channels into one unified platform, the system achieves improved resource utilization while managing complexity through consolidation rather than parallel separate systems.
3Ease of operation
If virtual service delivery is implemented, then customer experience is improved by eliminating physical lines, but service quality may deteriorate without direct in-person interaction
Solution Approach 1:
The system dynamically adapts the service delivery mode based on the specific service type and customer needs. For services requiring direct physical interaction, the system routes customers to local providers for in-person service. For services suitable for virtual delivery, remote providers are utilized, optimizing both convenience and service quality on a case-by-case basis.
Data Source
Figure 1
Figure 2
Figure 3
AI summary
The invention is directed to a queue management system which links with and utilizes service providers that are physically located in a facility which is different or remote from that of the location of the customer.