Facilitating personalized down-time activities

A non-transitory computer readable medium embodying computer executable instructions which when executed by a computer cause the computer to facilitate the method of:

• establishing a virtual queue of users currently on hold with a service provider system;
• producing a user profile for a given user in the virtual queue using user data obtained by the service provider system during a previous interaction with the given user;
• obtaining a context of the service provider system;
• estimating a duration of the hold for the given user using the context;
• determining experience enhancement factors in response to the user profile and the duration of the hold;
• determining an activity selection model using the context, the user profile, and the experience enhancement factors;
• generating personalized engaging activities by applying the activity selection model to a plurality of potential activities;
• determining a sequence of the personalized engaging activities;
• and
• presenting one or more of the personalized engaging activities to the given user in the determined sequence for the duration of the hold.

An apparatus comprising:

• a memory embodying computer executable instructions;
• and
• at least one processor, coupled to the memory, and operative by the computer executable instructions to facilitate a method of:
• establishing a virtual queue of users currently on hold with a service provider system;
• producing a user profile for a given user in the virtual queue using user data obtained by the service provider system during a previous interaction with the given user;
• obtaining a context of the service provider system;
• estimating a duration of the hold for the given user using the context;
• determining experience enhancement factors in response to the user profile and the duration of the hold;
• determining an activity selection model using the context, the user profile, and the experience enhancement factors;
• generating personalized engaging activities by applying the activity selection model to a plurality of potential activities;
• determining a sequence of the personalized engaging activities;
• and
• presenting one or more of the personalized engaging activities to the given user in the determined sequence for the duration of the hold.