Note: Descriptions are shown in the official language in which they were submitted.
ELECTRONIC QUEUING SYSTEMS AND METHODS
FIELD
[0002] The present disclosure is directed to facilitating a process of having
people wait in line
for an event, an attraction, a facility, or service. Moreover, it relates to
electronic queuing
systems and methods.
BACKGROUND
[0003] Every day, millions of people waste their precious time standing in
line. Queues (or
"lines") are an old and outdated system to apportion goods or services in
limited supply to
demand that is at times larger than supply. Why do queues work at all? Why
don't they grow
forever? They exploit two principles: first, they smooth demand across time,
by moving it from
peak times to other times. Second, they create a negative feedback loop,
reducing demand during
peak times by raising the cost (in wait time) of service in proportion to
current demand, making
it increasingly unattractive for customers to join the queue as it grows
longer. But queues which
force customers to stand in line suffer from multiple problems. First, they
waste people's time
which could be better spent. Second, they discourage transfer of demand from a
long queue to a
shorter one, by failing to provide information on the length of other queues.
[0004] U.S. Pat. No. 6,529,786 to Sim (hereafter "Sim") describes a queue
management system
which comprises a plurality of portable modules, at least one docking station,
a queue manager,
signal transmitting means, at least one module detector and a communication
means. Each
portable module includes a memory means containing a unique identification
code, an indicator
means, transmitter means for transmitting the identification code over a short
range, and docking
means for downloading the identification code. The docking station registers
the person in a
queue by downloading the identification code for the portable module when
docked. The queue
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manager maintains the queue sequence for each queue and includes a
communication means for
receiving the downloaded code. The signal transmitting means is associated
with the queue
manager for transmitting the signals to each portable module to instruct the
person carrying the
portable module to join the queue. The module detector detects transmitted
identification codes
from any portable module in its vicinity. The module detector is arranged at
the queue to detect
when the person carrying the portable module joins the queue. Finally, the
communication
means is arranged behveen the queue manager and the module detector to
communicate any
detected identification code to the queue manager. However, the system and
method of Sim
appears to require that the people wanting to join the queue be given special
portable modules
that are specially constructed for use with Sim's invention.
[00051 U.S. Pat. No. 6,748,364 to Waytena et al. (hereafter "Waytena")
describes a system and a
method for assigning and managing patron reservations for one or more
attractions by receiving
reservation requests with personal communication devices (PCDs). Reservation
requests are
transmitted to a computer associated with the selected attraction, which
determines a proposed
reservation time based on information describing the attraction, the patron,
previously-made
reservations maintained in a virtual queue, and the current state of a
physical queue associated
with the attraction. Proposed reservation time is transmitted to the PCD for
confirmation or
rejection by the patron. Confirmed reservations are entered in the virtual
queue. Patrons are
alerted by the PCD when their reservation time is approaching. Like Sim above,
the system of
Waytena appears to require the people wishing to join the queue to possess
specially adapted
personal communication devices.
100061 U.S. Pat. No. 6,845,361 to Dowling (hereafter "Dowling") describes a
method and a
system are provided for maintaining a virtual-wait queue that controls access
by customers to a
physical resource such as a restaurant table. The method and system are
especially adapted for
use by customers operating Internet-enabled wireless devices. The system
operates by
maintaining a virtual-wait queue data structure capable of storing a plurality
of entries. Each
entry is representative of a customer. The system accepts an instruction from
a premises I/0
device indicating to either add or delete an entry to the data structure. The
system also accepts an
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instruction from a network connection to either add or delete the remote
customer into or from
the virtual wait queue. The virtual wait queue system indicates to the remote
customer the
estimated time left in the queue, freeing the customer from the need to wait
in line. While the
wireless devices of Dowling do not have to be specially adapted (as they were
in Sim or
Waytcna), they do appear to need to be Internet-enabled, which is not yet a
ubiquitous feature for
cell phones.
100071 U.S. Pat. No. 6,889,098 to Laval (hereafter "Laval") describes a method
and system for
managing admission to an attraction. In one or more embodiments, the system
comprises a first
queue by which customers may access the attraction by waiting in line and a
second queue by
which customers may access the attraction in a manner which avoids the first
queue. The system
includes a first validator for validating an entitlement of a customer to
receive an assigned time
in the future for accessing the attraction via the second queue, a media
distributor for distributing
a media to an entitled customer, the media including the assigned time at
which the entitled
customer is entitled to access the attraction in the future, and a second
validator for validating the
entitled customer access to the attraction at the time provided on the media.
In accordance with a
method of the invention, a customer may access an attraction in a manner which
avoids standing
in a first waiting line by verifying entitlement to utilize a second queue,
obtaining a pass entitling
the customer to access the attraction at a future time, and returning to the
attraction at the future
time and gaining access with the pass. In this method, the customer may leave
the vicinity of the
attraction between when the pass is issued and the future time at which the
customer is entitled to
access to the attraction. However, the method and system of Laval appears to
require the
distribution of physical passes with a then-determined access time.
[0008] U.S. Pat. No. 7,047,205 to Hale et al. (hereafter "Hale") describes a
method and system
for the loading of patrons at multiple attractions at an entertainment
includes the first-in first-out
line and a priority based line. A cellular telephone is used to obtain and
claim priority status. In
other forms different priorities are established based on where, when and the
number of priority
spaces required. Different hierarchies are established for computer
controlling the different lines
for multiple attractions in the entertainment environment. The system and
method also provide
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for moving people from an area of concentration to other locations. Like
Laval, the Hale system
and method appears to determine the time of event access at the point at which
the patron
requests entry into the queue. If the queue rate changes after that point, the
patron's entry time is
not changed unless they re-enter the queue.
BRIEF DESCRIPTION OF THE DRAWINGS
[0009] The accompanying drawings, which are incorporated into and constitute a
part of this
specification, illustrate one or more embodiments of the present disclosure
and, together with the
description of example embodiments, serve to explain the principles and
implementations of the
disclosure.
FIGURE 1 depicts an overview of a queuing system.
FIGURE 2 depicts an exemplary operation of the queuing system.
FIGURE 3 depicts communications between a queue-managing system and cell
phones.
FIGURE 4 depicts a general operation of an interactive voice response (1VR)
system.
FIGURE 5 depicts communications between the queue-managing system and an
individual
computer.
FIGURE 6 depicts communications between the queue-managing system and a kiosk
electronic
device.
FIGURE 7 depicts communications between the queue-managing system and entity-
end devices.
FIGURE 8 depicts an exemplary method of searching in the internet for
potential users of the
queuing system.
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FIGURES 9-10 depict exemplary models for advertising using the queuing system.
FIGURE 11 depicts an exemplary implementation of the queuing system in a hotel
room
availability notification system.
SUMMARY
[0010] According to a first aspect, a method for managing virtual queues
adapted to correspond
to actual queues is described, the method comprising: establishing a plurality
of virtual queues
on an electronic queue-managing system, the virtual queues adapted to
correspond to actual
queues; establishing a bi-directional communication means with an individual
who wants to
enter, has entered, or has left the plurality of virtual queues according to
status of the virtual
queues and a first set of rules; establishing a bi-directional electronic
communication between
the electronic queue-managing system and an entity that manages or provides
one or more actual
queues according to status of the virtual queues and a second set of rules;
and updating the
virtual queues according to information received from the individual and
information from the
entity, and a third set of rules.
[0011] According to a second aspect, a method for queuing an event or service
is described, the
method comprising: a user calling, texting or sending a request via an app to
a queue system; the
queue system identifying the user calling, texting or sending a request to the
queue system; the
queue system sending a message to the user, the message requesting the user to
identify the event
or service desired; the queue system identifying the event or service; the
queue system adding
the user to a virtual queue; and the queue system calling, texting or sending
a notification via an
app to the user and notifying the user when an estimated wait time in the
virtual queue reaches a
specified amount of time.
[0012] According to a third aspect, a method of coordinating a meeting is
described, the method
comprising: providing a first person; providing a second person, the first
person and the second
person desiring to meet each other; the first person sending a message to a
queue-managing
system to indicate availability or a desire to meet the second person; and the
queue-managing
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system sending a message to the second person to inform the second person that
the first person is
available to meet.
100131 According to a fourth aspect, a method of prioritizing questions at a Q
and A session is
described, the method comprising: providing a Q and A session; providing at
least one speaker at
the Q and A session; providing a plurality of attendees at the Q and A
session; the attendees
submitting a question by sending a message to a queue-managing system by using
a cell phone;
the queue-managing system assigning a code to each question and displaying the
question and the
code on display at the Q and A session; the attendees voting on the questions
that the attendees
desire to be addressed using cell phones, according to the code pertaining to
each question; and
the queue-managing system prioritizing the questions having a greater number
of votes to be
addressed before the questions having a lesser number of votes.
Various embodiments of the disclosure relates to a method for managing virtual
queues
corresponding to actual queues, comprising: establishing a plurality of
virtual queues on an
electronic queue-managing system, the virtual queues corresponding to actual
queues; establishing
a hi-directional communication means with an individual who wants to enter,
has entered, or has
left the plurality of virtual queues; establishing a bi-directional electronic
communication between
the electronic queue- managing system and an entity that manages or provides
one or more actual
queues according to status of the virtual queues; and updating the virtual
queues according to
information received from the individual and information from the entity,
wherein the individual
requests a first available position in multiple virtual queues within the
plurality of virtual queues
using the bi-directional communication means; summoning the individual to a
particular queue
once the position of the individual in one of the plurality of the virtual
queue reaches the front of
the virtual queue; and automatically removing the individual from the other
virtual queues.
ANNEX
Annex A is enclosed herewith and forms an integral part of the specification
of the present
application.
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DETAILED DESCRIPTION
A. System Overview
[0014] The following is an example of the queue system in operation. FIGURE 1
shows an
overview of an embodiment of the queue system. The queue system comprises a
queue-managing
system (102), a plurality of individual-end devices (106) that communicate
with the queue-
managing system (102) via electronic communication (104), and a plurality of
entity-end devices
(110) that also communicate with the queue -managing system via electronic
communication
(108).
[0015] FIGURE 2 shows an example of the operation step by step. First, an
entity creates a virtual
queue (204) on the queue-managing system through an entity-end device (110) or
through a server.
The virtual queue (204) corresponds to the actual queue for a facility, an
attraction or service (202)
the entity manages or provides. Examples include queues at a DMV, at
government
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offices, queues for a table at a restaurant, queues for service at a
restaurant, telephone queues for
people waiting to talk on the phone with someone, virtual queues for an online
meeting, queues
to pick up a car at valet parking, queues for hotel check-in, queues for
casino games, queues for
admission to shows and/or night clubs, theme park attractions, theme park
admission, healthcare
providers, emergency rooms, dentists, tax offices, salons, Santa Claus
pictures at the mall, retail
shops, colleges (e.g., admissions, financial aid, advisement, registration,
etc.), questions at a
Q&A sessions, queues to meet a person, queues at a fair, and many others.
100161 After creating the virtual queue (204), the queue-managing system (102)
can periodically
send to the entity-end device (110) the information regarding the status of
the virtual queue
(204). The entity can send with the entity-end device (110) information
related to the availability
of the resource being queued for to the queue-managing system (102), and the
queue-managing
system (102) will update the virtual queue (204) accordingly.
100171 A person or entity (e.g. a device or a machine) who wants to enter the
virtual queue (204)
sends with an individual-end device (106) a status request to inquire the
length of the estimated
wait time, or the number of people or parties in the virtual queue. Such
person or entity can also
request to join the virtual queue (204). The request contains a unique
individual identification
number or string of the person (208) or other individual-specific information.
Third, the queue-
management system (102) updates the virtual queue (204) according to the
request and a set of
rules. The update operation includes, among others, assigning a position in
the virtual queue
(204) to the individual identification number (208). The queue-managing system
(102) usually
assigns positions in the virtual queue (204) on a first-come-first-serve
basis, but can assign such
positions based on any business rule (e.g. priority pass holders can get
priority), and there can be
multiple priority tiers with different priorities. Rules can also restrict the
number of queues that
any given tier can enter at a time, or throughout the course of a day, or
which queues the people
can enter.
[0018] Fourth, when the entity advances the actual queue or changes the actual
queue, the entity
sends with the entity-end device (110) the relevant information to the queue-
managing system
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(102). Upon receiving the information, the queue-managing system (102) updates
the virtual
queue (204) accordingly. The queue managing system (102) can also update the
virtual queue
(e.g., wait forecasts) due to passage of time in absence of any signal from
the entity-end device
(110).
[0019] Fifth, when the individual is near or at the front of the virtual queue
(204), the queue-
managing system (102) sends notifications to the individual-end device (106),
which, in turn,
alerts the individual to his queue status. The individual can specify with how
much advance
notice he would like to be notified, before he is near or at the front of the
virtual queue (204). For
example, the individual may be 10 minutes away so the individual may desire to
be notified by
the queue-managing system 10 minutes earlier than when he would normally be
notified. The
individual can also use a global positioning system (GPS) or a position-
sensing device to be
notified with the advance notice necessary to make it in time.
[0020] The individual may send with the individual-end device (106) a request
to leave the
virtual queue (204). The queue-managing system (102) will update the virtual
queue (204)
according to the request. From the moment the individual sends a request to
enter the virtual
queue (204) until a certain period after he leaves the virtual queue (204),
the queue-managing
system (102) periodically communicates with the individual-end device (106).
According to the
information received respectively, the queue-managing system (110) updates the
virtual queue
(204) and the individual-end device (106) notifies the individual. In
addition, the queue-
managing system (102) automatically updates the virtual queue (204) and other
existing virtual
queues according to a second set of rules.
[0021] An entity may subscribe to this system based on a "pay-as-you-go plan,"
under which the
entity only pays for its usage of the system. To use this system, an entity
does not have to install
or purchase any hardware. The system may provide short message service (SMS)
marketing
services which an entity may choose to join, and an individual may choose to
receive or reject
such marketing SMS messages via an individual-end device. This system is
adapted to work in
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all industries and work globally in multiple languages. An entity may sign up
for the system's
service through a web-based interface.
B. The individual-end device and communication between the individual-end
device and
the queue-managing system
Bl. Implementation of the communication between the individual-end device and
the queue-
managing system
[00221 An embodiment of the individual-end device (106) is a cell phone (302)
shown in
FIGURE 3. The communication between the cell phone and the queue-managing
system (102)
goes through a cellular network (304), WiFi network (306), or any other class
of communication
network.
[0023] An embodiment of the communication between the cell phone (302) and the
queue-
managing system (102) is text messaging (short message service, SMS or
multimedia messaging
service, MMS) or a related data communication protocol (308). A person can use
a cell phone
(302) to send a text message (308) to the queue-managing system (102). The
message can
contain a unique individual identification number of the person (208), which
can be a phone
number of the person and can be transmitted automatically in the caller ID
header of the
message, an identification string (e.g., a keyword or phrase) for the virtual
queue (310), and a
request code (312) (which can optionally be blank). The request code (312)
indicates an
individual's requests for updated status of the virtual queue, entering or
leaving the virtual queue,
etc. The queue-managing system (102) sends text messages (314) to the cell
phone automatically
or in response to the individual's request. The text message (314) from the
queue-managing
system (102) may optionally contain a unique individual identification number
of the person
(208), an identification number of the virtual queue (310), and a short text
(316) that answers the
person's request, describes the updated status of the virtual queue, alerts
the person to his
position in the virtual queue, etc. Subsequent requests can optionally lack
the identification string
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for the virtual queue (310) since the system already knows which queue the
person is in, if the
person is already in only one virtual queue.
[0024] Another embodiment of the communication between the cell phone (302)
and the queue-
managing system is an interactive voice response (IVR) system (318). FIGURE 4
shows a
general operation of the IVR system. The cell phone (302) calls (401) the
queue-managing
system (102). The cell phone (302) is identified to the queue-managing system
(102) by the
Caller ID information contained in the call (401). The queue-managing system
(102) sends a pre-
recorded or automatically generated voice message (402) to prompt for input of
the identification
number of the virtual queue, if multiple queues are available within that
menu. The virtual queue
identification number is then keyed in (403) by the cell phone (302), if
multiple queues are
available within that menu. The queue-managing system (102) may then confirm
(404) that the
virtual queue identification number has been keyed in (403). The queue-
managing system then
sends a second set of pre-recorded automatically generated voice messages
(405) to announce
thc wait time for that queue and prompt for the individual's request of
entering the virtual queue
(or leaving, changing positions, or changing notification method, if the
person is already in a
queue), thus reporting the status of the virtual queue.
[00251 The request is then keyed in (406) on the cell phone (302), and the
queue-managing
system (102) processes the request, updates the virtual queue, and responds
accordingly (407).
The cell phone (302) can now disconnect the call (408). Periodically, the
queue-managing
system (102) can optionally call (409) the cell phone (302) using the Caller
ID number
previously received (401) or an alternate number entered by the caller. The
queue-managing
system (102) sends an automated voice message (410) notifying the cell phone
(302) user the
information regarding the status of the virtual queue. The person can then
disconnect the call
(411).
[0026] Another embodiment of the individual-end device communicates with the
queue-
managing system (102) through an electronic button connected to the Internet
or another
communications network (318). Each button can be associated to a location
(e.g., a user's table
CA 3025375 2018-11-27
or desk) or a user, and the button can alert the queue management system with
when and who
needs service. Such buttons can also convey the type of service needed through
multiple buttons
or controls.
100271 Anothcr embodiment of the individual-end device (106) is a computer
(502) or some
similar electronic device having an intern& connection, and a web browser or
an application or
an instant messaging client. Communications between the individual computer
(502) and the
queue-managing system (102) can go though wired or wireless intemet
connection.
100281 An embodiment of the communication between the individual computer
(502) and the
queue-managing system (102) can be a web-based interface (504). The individual
uses a web
browser and opens up the webpage (504) provided by the queue-managing system
(102). The
individual inputs an individual identification number, the virtual queue
identification number, a
request and other relevant information. The individual then submits such
information through the
web browser to the queue-managing system (102). The queue-managing system
(102) processes
the information, updates the virtual queue, and responds accordingly through
an updated
webpagc (407).
100291 Another embodiment of the communication between the individual computer
(502) and
the queue-managing system (102) is instant messaging (508). The individual
opens an instant-
message client and initiates a chat with the queue-managing system (102). The
queue-managing
system (102) may send a message to the individual for his identification
number (510), or use his
instant message identification (IM ID). The individual may then respond with
his identification
number (e.g., his phone number) (511), or simply use his IM ID. The queue-
managing system
(102) asks for the virtual queue identification string (512). The individual
responds (or initiates
the interaction) with the virtual queue identification string (513).
Optionally, the queue-
managing system (102) asks what the individual wants to do (514). In one
embodiment, the
individual is assumed to want to join the queue when he sends the queue
identification string. In
another embodiment, the individual sends a code for his request (e.g., J for
joining the virtual
queue). In a third embodiment, the individual responds with his request, for
example, the current
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wait time (515). The queue-managing system (102) processes the request,
updates the virtual
queue, and responds accordingly (516). At this point, the individual can stop
the chat or send
another request to the queue-managing system (102).
[0030] Another embodiment of the communication between the individual computer
(502) and
the queue-managing system (102) is by way of a computer application (app)
running on a
standard computer, a tablet, a phone or any device.
[0031] Another embodiment of the communication between the individual computer
(502) and
the queue-managing system (102) is by way of speech recognition by a computer
of speech by
the user.
[0032] Another embodiment of the individual-end device (106) is a kiosk
electronic device
(602), shown in FIGURE 6, that communicates with the queue-managing system
(102) through
wired or wireless internet connection or a dedicated data connection. An
example of the kiosk
uses a touch-panel and a display. The individual can enter his individual
identification number,
select the virtual queue he/she wants to join and complete his request. He can
also enter any
other relevant information by following the prompts on the screen and touching
the screen (604).
The kiosk sends all the information to the queue-managing system (102). The
queue-managing
system (102) processes the request, updates the virtual queue, and sends
notifications or
information to the kiosk (602) or another individual-end device, for example,
a cell phone (302).
B2. Requests from the individual to the queue-managing system
[0033] An individual can send many types of requests to the queue-managing
system (102) via
an individual-end device (106). An individual who wants to join a virtual
queue can send a
request to join a particular virtual queue via the individual-end device
(106). An individual can
select the form of communication the queue-managing system uses to notify him,
including SMS
messages and phone calls via the individual-end device (106). An individual
who wants to join
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multiple virtual queues can send a request to join multiple virtual queues via
the individual-end
device (106).
[00341 An individual who wants to join a virtual queue can send additional
information along
with a request to join a virtual queue to accommodate specific needs (e.g.,
wheelchairs, high
chairs, language requirements, preference for particular service agents, etc.)
via the individual-
end device (106). In some embodiments where the individual has specific needs,
the queue-
managing system can be further configured such that the individual with the
specific need is
summoned only when the entity's staff having the specifically needed skill is
available. By way
of example, and not of limitation, if the individual can only speak Spanish,
then that individual is
summoned only when an entity's Spanish speaking staff member is available; or
if the individual
is handicapped, then that individual is only summoned when a wheelchair-
accessible service
window is available. An individual who wants to join a virtual queue can
purchase a right of
priority that places the individual in a particular position or some other
position in a particular
virtual queue or multiple virtual queues via the individual-end device (106).
An individual who
wants to join a virtual queue can send requests for updated information
regarding a particular
virtual queue, such as current position in the queue, current wait time, etc,
via the individual-end
device (106). An individual who wants to join a virtual queue may reserve a
particular position
in a particular virtual queue at a specific time, via the individual-end
device (106).
[0035] An individual who has obtained a position in a virtual queue can send a
request to swap
positions with another individual who has also obtained a position in the
virtual queue via the
individual-end device (l 06). Such swap can involve one individual paying the
other individual to
swap positions. An individual who has obtained a position in a virtual queue
can send requests
for updated information regarding a particular virtual queue, such as average
wait time, current
position in the queue, current wait time, etc, via the individual-end device
(106). An individual
who has obtained a position in a virtual queue can send a request to stay at a
particular position
in the virtual queue for a prolonged time via the individual-end device (106).
An individual who
has obtained a position in a virtual queue can send a request to abandon his
position in the virtual
queue and therefore leave the queue via the individual-end device (106).
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[0036] An individual who has left a particular virtual queue or whose turn
expired after reaching
the front of the queue can send a request to rejoin the virtual queue, within
a certain period of
time after expiration, in a position near where the individual left the queue
via the individual-end
device (106). An individual can be provided a custom vanity toll-free phone
number to send
requests to the queue-managing system (102). An individual can request for a
first available
position in multiple virtual queues within a single entity or across multiple
entities. Under a first-
available-queue mode, the individual will be assigned to multiple virtual
queues within an entity
or multiple queues across entities. When the individual reaches the front of
one of the multiple
queues, the queue-managing system (102) will automatically summon the
individual to that
particular queue and remove the individual from the other queues. Under the
first-available-
queue mode as well as under other modes, an individual may send requests for
more time via the
individual-end device (106), and the queue-managing system (102) will
automatically add more
time to each position the individual has obtained in multiple queues.
B3. Notifications from the_queue-managing system to the individual
[0037] The queue-managing system (102) can send several types of notifications
to the
individual-end device (106) to respond an individual's request or to inform
the individual an
updated status of the virtual queue. The queue-managing system (102) can send
an updated
status of a particular virtual queue to the individual-end device (106),
automatically, periodically,
or in response to an individual or an entity's request. The queue-managing
system (102) can
automatically send updated status of a particular virtual queue to the
individual-end device (106)
when certain types of changes occur in the virtual queue, such as a
significant decrease or
increase in wait time. If the notification requires a reply by the individual,
the queue-managing
system (102) can periodically resend a notification to the individual-end
device (106) until the
individual responds. The queue-managing system (102) can periodically resend a
notification to
multiple individual-end devices (106) in different forms of communication
(e.g., text messaging,
phone call, instant messaging, web pages, etc.) until the individual responds.
14
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100381 The queue-managing system (102) may send updated status of a particular
virtual queue
to the individual-end device (106) when the entity managing the actual queue
enters new
information or modifies the actual queue. The queue-managing system (102) may
send summons
notifications along with additional information, including assigned table,
room number, store
location, counter, etc, to the individual-end device. The queue-managing
system (102) can send
different types or levels of notifications to the individual-end device (106)
according to the
individual's position in the virtual queue (e.g., far from the front, near the
front, at the front of
the virtual queue).
[0039] When an individual is moved from one virtual queue to another virtual
queue, the queue-
managing system (102) can send a notification to the individual-end device
(106) to inform the
individual of this change and the reason why he is moved to another queue.
When a party of
individuals as a whole enters a particular virtual queue, the party can
specify multiple individual-
end devices, and the queue-managing system (102) can receive requests from and
send
notifications or responses to each of the specified individual-end devices.
100401 The queue-managing system (102) can send a confirmation notification to
the individual-
end device (106) in response to the individual's request of reservation. When
an individual
decides to leave or not to enter a particular queue because the estimated wait
time is too long, the
queue-managing system (102) can send a notification and an updated status of
the virtual queue
to the individual-end device (106) within a certain period, for example, if
the wait time forecast
decreases significantly.
C. The entity-end device and communication between the entity-end device and
the queue-
managing system
Cl. Implementation of the communication between the individual-end device and
the queue-
rn an a ei n g system
CA 3025375 2018-11-27
[0041] An embodiment of the entity-end device (110) is a computer (702), shown
in FIGURE 7,
or some similar electronic device that has an internet or cellular connection.
Communications
between the entity computer (702) and the queue-managing system (102) can go
though the
interne connection, wired or wireless.
[0042] A further embodiment of the entity-end device is a computer or some
similar electronic
device that has an intemet connection and a non-physical-keyboard input
interface, such as a
touch panel.
[0043] A further embodiment of the entity-end device is a computer or some
similar electronic
device that has Internet connection and sensors monitoring the status of the
actual queue. An
example of the sensor is a door sensor. When an individual passes through a
door and is served,
the sensor sends notification back to the queue-managing system (102) and the
queue-managing
system (102) updates and processes the virtual queue accordingly.
[0044] An embodiment of the communication between the entity computer (702)
and the queue-
managing system (102) is a web-based interface (704). The entity uses a
generic web browser
and opens up a webpagc (704) provided by the queue-managing system (102). The
entity can
input the information about the status of the actual queue thorough the
webpage (704). The
queue-managing system (102) processes the information, updates the virtual
queue, and responds
accordingly through an updated webpage.
[0045] Another embodiment of the communication between the entity computer
(702) and the
queue-managing system (102) is a third-party application that uses a set of
web application
programming interfaces (API) to communicate with the queue-managing system. An
example of
the third-party application is a common cash register program.
[0046] Another embodiment of the entity-end device (110) is a customer-facing
monitor (706),
shown in FIGURE 7, or some similar electronic device that has an interne
connection.
Communications between the customer-facing monitor (706) and the queue-
managing system
16
CA 3025375 2018-11-27
(102) goes though the internet connection, wired or wireless. The customer-
facing monitor
automatically and periodically receives data from the queue-managing system
(102) and notifies
individuals both visually and audibly. An example of such notifications is
displaying the
individual being served and the individuals that will be served next. Another
example of such
notification is playing audible messages (708) to summon the individual in the
front of the
virtual queue.
[0047] Another embodiment of the entity-end device (110) can be a fax machine
(710), shown in
FIGURE 7, or some similar electronic device that is capable of faxing.
Communications between
the fax machine (710) and the queue-managing system (102) goes through a
telephone line. The
entity may obtain information about the status of the virtual queue via the
fax machine (710),
including a list of individuals enlisted in the queue. The fax machine may
serve as a backup
communication in casc of intemet connectivity problems.
[0048] Another embodiment of the entity-end device (110) integrates with the
private branch
exchange (PBX) system to intercept callers that simply want to join the
virtual queues.
[0049] Another embodiment of the entity-end device (110) can be a phone, which
can be
configured to send text messages to have the queue management system, for
example, summon
the next individual-end device.
C2. An entity's operation on a virtual queue
[0050] An entity may perform multiple types of operations on the virtual queue
via an entity-end
device (110). An entity may search individuals enlisted in the virtual queue
based on a set of
criteria via an entity-end device (110). An entity may add call-ahead
individuals into the virtual
queue via an entity-end device (110), who can be skipped once they get to the
front of the queue,
until they are marked as arrived. An entity may summon an individual out of
the queue through
the one-click interface on an entity-end device (110). Individuals can be
summoned in any order
desired by the entity, for example, a first come first serve order, or in any
order so-determined by
17
CA 3025375 2018-11-27
the entity (e.g., an entity can summon any individual out of order). An entity
may manually
enable or disable a virtual queue via an entity-end device (110). When a
virtual queue is enabled,
individuals may request to join the virtual queue via an individual-end device
(106). When a
virtual queue is disabled, no individual may join the virtual queue via an
individual-end device
(106).
100511 An entity may input forecast wait or other information relevant to the
virtual queue via an
entity-end device (110) and the queue-managing system (102) will send
notifications of such
updates to individual-end devices (106). An entity may choose to automatically
have the queue
management system notify every individual-end user behind a particular user of
a change in a
forecast. The queue management can automatically compute how each subsequent
end-user's
wait forecast changes after a manual change is introduced for one individual-
end user's forecast.
An entity may move an individual from one virtual queue to another via an
entity-end device
(110). An entity may obtain lists of individuals in multiple virtual queues
via an entity-end
device (110). An entity may obtain the immediate history of a particular
individual in a virtual
queue via an entity-end device (110). An entity may obtain analysis reports of
individual
behaviors in a single virtual queue, or across multiple virtual queues via an
entity-end device
(110). The analysis reports may be displayed on the entity-end device (110),
exported to files in
different formats (e.g. spreadsheets), or exported to a local database. An
entity may view
individuals' actions in real time through a graphical interface on an entity-
end device (110).
D. The queue-managing system and its functions
[0052] An embodiment of the queue-managing system (102) is a computer that is
capable of
receiving and sending information through text messaging, instant messaging,
web pages, fax,
and/or an IVR system.
[0053] The queue-managing system (102) stores virtual queue data and updates
them according
to information or request from entities or individuals. The queue-managing
system (102) also
sends information or notifications to entity-end (110) or individual-end (106)
devices
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automatically or in response to request from entity-end (110) or individual-
end (106) devices. In
addition, the queue-managing system (102) can build a database of individual
phone numbers.
The queue-managing system (102) can protect customer privacy by sending only
partial phone
numbers to the entities. The queue-managing system (102) may keep names and/or
notes about
individuals across entries in multiple queues. The queue-managing system (102)
may direct
individuals to specific locations when summoned (window numbers, dining rooms,
etc.). The
queue-managing system (102) may give employees of the entity specific
restricted access
through role-based privileges to simplify their user interfaces.
100541 The queue-managing system (102) can maintain a fixed-size summoned
customer
pipeline by automatically summoning one customer every time another customer
is marked as
arrived. The queue-managing system (102) can automatically roll individuals in
a virtual queue
from one day to the next. When an individual is being served at another actual
queue, the queue-
managing system (102) will not summon him to another queue. The queue-managing
system
(102) may consider travel time between actual queues and adjust travel time
based on an
individual's past speed. The queue-managing system (102) may change available
queue options
dynamically based on individual party size and special needs.
100551 The queue-managing system (102) can move individuals from one queue to
another
automatically at a scheduled time. The queue-managing system (102) can support
classifiers in
an auto-summon-by-list-size mode such that individuals can be automatically
summoned based
on a specific classifier. Classifiers are attributes of a party or individual.
The queue-managing
system (102) may recognize an individual's phone number through caller ID and
automatically
place the individual in the virtual queue, thus eliminating individuals from
having to input their
phone numbers. The queue-managing system (102) can have a local backup copy of
the system
database at the entity-end device (110) in case of internet breakdowns.
100561 The queue-managing system (102) can automatically advance the virtual
queue and
summon the next individual at the front of the virtual queue at a specified
rate, or in response to
an event, such as a summoned person leaving the queue, their turn expiring
after a predefined
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CA 3025375 2018-11-27
interval of time, a summoned person pushing themselves back, etc. The queue-
managing system
(102) can automatically, periodically, or in response to the individual's or
an entity's request,
calculate and send notifications of forecast wait time to individual-end
devices (106). When the
actual real-time forecasted wait time becomes less than a specified value
(which can vary by the
entity and by thc individual), the queue-managing system (102) sends
notification to individual-
end devices (106). The queue-managing system (102) can automatically summon
the next party
if the first summoned party does not show up. The queue-managing system (102)
can close or
disable virtual queues automatically based on capacity or when closing time
approaches.
[0057] The queue-managing system (102) may track individual party sizes. The
queue-managing
system (102) also provides a dynamically-adaptive schedule mode. In such mode,
an individual
can request for a position in a queue around a desired time. When the
scheduled time approaches
and the individual or the entity is not available, the queue-managing system
will automatically
expire or postpone the individual's position in the virtual queue and call
upon the next available
individual. The queue-managing system can automatically assign an individual
to another virtual
queue when requested by the individual to join a particular queue, or after
the individual is
summoned and served, according to a set of rules.
[0058] According to an embodiment of the present disclosure as show in FIGURE
8, the queue-
managing system (102) can automatically and periodically search the Internet
for messages from
Internet users who might be complaining about waiting in line (801), or
writing about any
particular topic, or mentioning any of a set of strings. When the queue-
managing system (102)
finds such messages, the system can automatically respond to their messages,
for example by
introducing the queue-managing system (102) of the present disclosure. By way
of example and
not of limitation, the queue-managing system (102) can periodically search
TWITTER pages
for users posting messages with complaints regarding waiting in line. When the
queue-managing
system (102) finds a user who might be complaining about waiting in line, the
queue-managing
system (102) uses a TWITTER account to "follow" (803) that user and further
informs (805)
that user of the queue-managing system (102) of the present disclosure. The
TWITTER
account can contain information and links to direct an interested person to a
website containing
CA 3025375 2018-11-27
further information about the electronic queuing system of the present
disclosure. The system
can also be configured to identify a corresponding email or social network
account, (e.g. for the
institution where the queue complain was about), and notify them of their
customer's complaint
and a possible solution.
[0059] In yet a further embodiment, the queue-managing system (102) posts a
message in
response to the user's complaint. The response contains information regarding
the electronic
queuing system of the present disclosure. The queue-managing system (102) can
search the
internet for specific messages and respond to them according to a set of
rules. The set of rules
can be defined to direct interested persons to vvebsites related to the
electronic queuing system of
the present disclosure.
[0060] In another embodiment, the queue-managing system (102) lets individuals
post a message
on a social network to indicate that they are joining a queue, with a link
allowing their friends or
followers to join them. In one embodiment, the link allows their friends to
join the queue at the
same position as the poster, expanding the party size accordingly.
[0061] According to an embodiment of the present disclosure, the queue-
managing system (102)
can automatically and periodically send advertisement messages to an
individual-end device
(106) according to a set of rules for a person already in a queue. The set of
rules can be defined
such that the advertisement messages depend on the end device user's estimated
wait time as
shown in FIGURE 9. For example, when a person has an estimated wait time less
of than 15
minutes (901), the person may not be interested in activities of extended
duration such as sitting
down for a meal. In such case, the queue-managing system (102) can send
advertisement
messages, for example, regarding a quick coffee or refreshment. The
advertisement messages
can advertise for retail stores in the nearby vicinity that a customer can
quickly attend and return
within the estimated wait time. Ads can also take into account the previous
history of the user
and what establishments he/she has queued for, as well as the location
corresponding to their
phone number, the frequency of visits to each establishment, the time since
their last visit, and
more.
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CA 3025375 2018-11-27
[0062] When a person has an estimated wait time of approximately 30 minutes
(903), for
example, the person may be able to sit down for services for a short while.
The queue-managing
system (102) may send advertisement message about fast-food restaurants, light
rails, etc. The
person may be able to drive, but the driving time/distance should be short
(e.g., less than 5-
minute drive).
[0063] When a person has an estimated wait time that can exceed, for example,
more than one
hour (905), the queue-managing system (102) can send the person advertisement
messages
concerning involved experiences, such as sit-down restaurants, car
dealerships, etc. The person
would have sufficient time to go further, thus the advertisement message may
cover a targeted
interest retailer.
[0064] According to an embodiment of the present disclosure as shown in FIGURE
10,
frequency in which the entity-end device (110) displays advertisement messages
can depend on
the length of the queue. For example, on a busy day with a long queue, the
entity-end device
(106) can cycle through advertisement messages at a faster rate. On a less
busy day with a short
queue, the entity-end device (106) can cycle through advertisement messages at
a slower rate.
Charges for to an advertiser for advertisement messages can also depend on the
queue-length.
For example, advertisement messages for a long queue can be more expensive
than those for a
short queue due to the amount of users that may be exposed to such
advertisement messages.
E. Exemplary use of queuing system
[0065] The embodiments of the queuing system of the present disclosure can be
used by hotel
management in a hotel room availability notification system. Hotels typically
have a fixed
earliest check-in time for arriving guests. This is to ensure previous guests
that were occupying
the hotel rooms have checked-out and that the hotel staff has had time to
clean and prepare those
rooms for the next guests. However, such fixed earliest check-in times could
be made dynamic
and updated on a real-time basis so that arriving guests can possibly check-in
earlier if their
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CA 3025375 2018-11-27
rooms are available, or not have to show up until later if their rooms will be
delayed. The system
can thus minimize the hotel staff manpower needed by reducing peak attendance.
100661 By implementing an embodiment of the automated virtual queuing system,
an exemplary
process can comprise a sequence of events as follows. A guest anticipating to
arrive at a hotel
can send an SMS text message to the hotel's queue-managing system anticipating
their arrival.
The queue-managing system can reply back to the arriving guest asking them to
respond via
SMS text message with identifying information such as their name, confirmation
number or a
rewards membership number (unless this information was sent in the first text
message or
communication by the guest). The guest can then reply with such information
and a hotel staff
will see that an arriving guest will be checking in soon. The hotel staff or
hotel management
system will determine the type of room (e.g., king suite, non-smoking,
presidential suite,
standard room, etc.) the guest should be check-in to. Meanwhile, the queue-
managing system can
reply back to the guest to ask them to provide their estimated time of arrival
(ETA). It is optional
for the guest to provide this information but ETA information will assist the
queue-managing
system to place them in appropriate precedence in the virtual queue as they
wait for their hotel
rooms. If ETA information is not provided by the guest, the guest will be
placed in the next
available place in the virtual queue and their room may be prepared
immediately. At this point,
the queue-managing system can send another SMS text message to the guest with
confirmation
of the room type assigned, their estimated wait time or personalized cheek-in
time, and
optionally a phone number where the guest can call to make any last minute
changes and/or
corrections to the reservation.
100671 Room availability status is updated by the hotel staff once the
previous guests have
checked-out and the room is cleaned. Once the room is marked as being
available and ready for
the next guest, the queue-managing system can send another SMS text message to
the arriving
guest to inform them that their room is ready. In cases where the wait time
exceeds a specified
amount of time, the queue-managing system can send wait-time updates via
further SMS text
messages. When the guest physically arrives at the hotel, the guest can pick
up their room key at
their convenience.
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CA 3025375 2018-11-27
[0068] In yet a further example of the embodiments of the present disclosure,
an individual can
bid for preferred positions in the virtual queue. When the individual joins a
virtual queue by one
of the methods described in the present disclosure, the individual is provided
an opportunity to
purchase a better (e.g., closer to front of the line) position in the virtual
queue. The process starts
with the purchaser offering to pay a certain amount of money for the better
position. The queue-
managing system relays this offer to an individual who is in the front of the
line in the virtual
queue if they are interested in selling their position for a specified price.
If the individual at the
front of the line is willing to sell their position for the offered price, the
queue-managing system
will ask the purchaser to confirm the bid. If the person at the front of the
line declines, the next
person in line is offered to sell their position.
[0069] Once the seller and the purchaser both agree, either the purchaser's
cell phone bill can be
charged for the offered price or the purchaser's credit account. The seller
can either receive
credit to their cell phone bill or receive credit to their credit account.
100701 In a further embodiment, the bidding system can generate revenue to
both the seller, the
merchant using the queuing system, and the queuing system provider. By way of
example and
not of limitation, the seller does not receive the entire amount of the
purchaser's bid. Instead, a
portion of the purchasing price can be provided to the merchant and another
portion can be
provided to the queuing system provider. Finally, the seller receives the
remaining portion of the
purchaser's bid price. Such method of dividing the revenue can potentially
allow the merchant to
obtain the queuing system either at a reduced cost or for free since the
queuing system provider
can generate revenue through the bidding method.
[0071] In yet a further embodiment, implementing the bidding method can
attract individuals to
the virtual queue for the sole purpose of selling their positions in the
virtual queue. In order to
avoid misuse of the queuing system, the queue-managing system can be designed
to ensure 'no-
shows' are not allowed to participate in the bidding process. However, they
might still be
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CA 3025375 2018-11-27
allowed to join their virtual queue for their own use. In another embodiment,
repeated no-shows
might be penalized in their position in the queue to discourage repeated no-
shows.
[00721 In another embodiment, priority or expedited service may be provided to
a class of users.
By way of example, and not of limitation, those who pay a convenience fee for
expedited
service, or frequent customers based on a database or the number of times they
have been served
by the queue management system in that establishment in the past.
100731 In another embodiment of the present disclosure, a dynamic reservation
can be used in
conjunction with the queuing system. In a dynamic reservation system,
individuals can make a
reservation time for a particular event (e.g., entrance to a museum,
restaurant, etc.) by
communicating with the queue-managing system, for example by way of either a
cell phone or
printing a physical ticket either online from home or an on-site kiosk. The
event can also accept
individuals who `walk-in' without reservation. In such situations, individuals
with reservations
and the walk-ins can be integrated with the individuals in the virtual queue
so that a certain
amount of each group can be admitted. The specific amount to be admitted can
change
depending on a number of reservations made that day. For example, on days when
less
reservation are made, more walk-in can be admitted, and vice versa, thus
maximizing total
throughput of the number of guests.
[0074] In yet a further embodiment of the joint queue-managing system and
dynamic reservation
system, when a reservation time for an individual is delayed, the individual
can be informed of
the delay and the expected delay time prior to the individual's arrival, thus
minimizing
inconvenience. Conversely, if the individual who made the reservation is
delayed and cannot
arrive at the previously assigned time, then the individual can inform the
queue-managing system
to request additional time. The joint queue-managing system and the dynamic
reservation system
can coordinate the changes in real-time to keep the flow of traffic moving,
thus maximizing
throughput. By keeping track of the actual times and lengths of appointments,
the dynamic
reservation system can maximize throughput while minimizing wait times by
notifying users
CA 3025375 2018-11-27
when they are actually likely to be served rather than using fixed-length
fixed-time
appointments.
[0075] In yet a further example embodiment, the queue-managing system can be
configured to
dynamically and adaptively manage appointments for a specific time/date (e.g.,
Tuesday at 3pm)
for a given customer. By way of example and not of limitation, in a
dynamically managed
appointment, if the appointment time is delayed due to delays by the service
provider, the queue-
managing system can be configured to automatically adjust the appointment
times according to
the order of booked appointment times. Specifically, if due to delays by the
service provider, the
3pm appointment is delayed to 3:30pm, then instead of servicing the 3:30pm
appointment at
3:30pm, the queue-managing system will adjust appointment times as necessary
such that the
service provider can service the first user in line (in other words, the user
that had initially
booked the 3pm appointment) first, before attending to the 3:30pm appointment.
Therefore, the
queue-managing system can be configured to manage a combination of a virtual
queue and
appointment times of variable lengths in a dynamic and adaptive manner.
[0076] In one embodiment of the dynamic reservation system, users provide
their availability
(for example via access to their online calendar, or as a start and end times
for availability), and
the system gives them a service time in an available period. By promising a
range of times rather
than an exact time, the system is able to adjust based on real time delays and
timing to minimize
wait times when users show up.
[0077] In another embodiment, the queue-managing system can be used at social
gathering
events for two or more people to coordinate their meeting at the event. For
example, a first
person wants to meet with a second person at a particular event. However, the
first person and/or
the second person may not necessarily know their schedule at the event, and
therefore are unable
to schedule a specific meeting time and/or location. The queue-managing system
of the present
disclosure can be used to assist in arranging their meeting by using their
cell phones. For
example, when the first person is available to meet, the first person can send
a text message to
the queue-managing system to inform the virtual queue that he is now
available. The second
26
CA 3025375 2018-11-27
person can then be notified by the queue-managing system that the first person
is available.
Whenever the first person and the second person are both available, the queue-
managing system
can inform both persons that they can now meet. The system preserves the
privacy of each user's
mobile phone number while allowing real-time communication between the
parties. Multiple
users interested in meeting a person can join a virtual queue for that person
and get summoned
sequentially as the person in question is ready to meet them.
[0078] In a social gathering event, there can be hundreds or thousands of
people, thus making it
difficult for two people to find each other. According to another embodiment
of the present
disclosure, when the first person and the second person are ready to meet each
other, the queue-
managing system can assist them in finding each other. In a first method, the
meeting location
can be pre-arranged such that when they are ready to meet, the first person
and the second person
goes to the pre-arranged location. In a second method, when the first person
or the second person
notifies the queue-managing system through their cell phones, they can enter a
desired or a
suggested meeting location. In a third method, by way of example and not of
limitations, at least
the first person can have a portable global positioning system (GPS) device
(e.g., a cell phone
embedded with a GPS), such that the queue-managing system is able to determine
the location of
the first person according to information obtained from the GPS of the first
person and inform
the second person the location of the first person. At the coordinated meeting
time, the second
person can find the first person according to the information provided on his
cell phone from the
queue-managing system. A smartphone or computer application can direct each
person to one
another with directions using location information about each user in real-
time and mapping
data.
[0079] According to another embodiment, the queue-managing system can be
utilized in a live
or virtual Question and Answer (Q and A) session wherein a speaker is
answering questions
asked by a group of attendees. In an exemplary Q and A session, if attendees
have a question that
they would like to ask the speaker, the attendees can submit their question by
sending a text
message with their question from their cell phones to the queue-managing
system. At the Q and
A session, there can be, for example, a display (e.g., projector) that shows a
list of questions that
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CA 3025375 2018-11-27
are in queue. As the attendees submit their questions, the questions can be
shown in the display
for the other attendees to see.
[0080] If the attendees desire certain questions to be answered more than the
other questions, the
attendees can vote for the questions they like by sending a text message to
the queue-managing
system with the designated code for a particular question. A set of rules can
be applied to the
queue-managing system such that, for example, the question that has the most
votes are given
higher priority to be addressed by the speaker. Such rules can be applied in
real-time as the Q
and A session is taking place.
[0081] In a further example embodiment, the queue-managing system can be
implemented to be
used with call centers. In some situations, call centers can receive more
calls than that can be
answered by the number of personnel that are available to answer such calls at
the call center.
Instead of the callers being placed on hold on the phone while the callers
wait for their calls to be
answered, the callers can be placed in a virtual queue. The callers can join
the virtual queue by
way of example, calling the call center, sending a tcxt message, or online via
the internet. By
joining the virtual queue, the caller is able to hang up the phone and still
maintain position in the
queue. While the caller virtually awaits his turn in line, he can check his
status (e.g., expected
wait time and/or order in the virtual queue) by way of example, calling,
sending a text message
or online via the internet. When the caller's turn gets to the front of the
queue, the caller receives
a phone call which connects the caller with a live person at the call center.
The system can
require the person who placed the call to respond (e.g., pressing a button)
before the call is
connected to the attendant to avoid unnecessary waits. If the person who
placed the call is not
available to take the call at that time, the system can be configured to make
a call-back, or the
person can push him or herself back in the virtual queue any desired period of
time, as outlined
above.
[0082] In yet a further example embodiment, a customer loyalty program can be
implemented in
the queue-managing system. For example, when a customer becomes a repeating
customer of the
virtual queuing system, the queue-managing system can be configured to send a
message (e.g.,
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=
an SMS text message) to the customer once they have used the virtual queuing
system more than
a preset amount of times. Such message can contain a cardless reward such as a
mobile coupon.
Moreover, as the customer gets closer to reaching their required number of
uses of the virtual
queuing system, the queue-management system can be configured to send reminder
messages
with the remaining number of times that thc customer needs to use the virtual
queuing system
before they earn thcir next reward.
100831 The examples set forth above are provided to give those of ordinary
skill in the art a
complete disclosure and description of how to make and use the embodiments of
the queue
system of the disclosure, and are not intended to limit the scope of what the
inventors regard as
their disclosure. Modifications of the above described modes for carrying out
the disclosure may
be used by persons of skill in the art, and are intended to be within the
scope of the following
claims. All patents and publications mentioned in the specification may be
indicative of the
levels of skill of those skilled in the art to which the disclosure pertains.
[0084] It is to be understood that the disclosure is not limited to particular
methods or systems,
which can, of course, vary. It is also to be understood that the terminology
used herein is for the
purpose of describing particular embodiments only, and is not intended to be
limiting. As used in
this specification and the appended claims, the singular forms "a," "an," and
"the' include plural
referents unless the content clearly dictates otherwise. The term "plurality"
includes two or more
referents unless the content clearly dictates otherwise. Unless defined
otherwise, all technical and
scientific terms used herein have the same meaning as commonly understood by
one of ordinary
skill in the art to which the disclosure pertains.
[0085] A number of embodiments of the disclosure have been described.
Nevertheless, it will be
understood that various modifications may be made without departing from the
spirit and scope
of the present disclosure. Accordingly, other embodiments are within the scope
of the following
el ai Ms.
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