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US 9,317,842 B2Granted
Dynamic allocation of video resources
AssigneeBank of America Corporation
InventorsJames David Freedman, Tyler Johnson
Life of this patent
Estimating the term…
Abstract
Video transaction machines (VTMs) facilitate communications and transactions between customers of a financial institution and video transaction resources, such as video agents, by establishing a video session between a VTM and a video agent workstation. After a computing device of the financial institution receives information identifying the customer, VTM, or VTM location requesting the services of a video agent, the computing device may place the customer in one or more virtual queues based on an overall visit time at the VTM location. In order to maintain a visit time at the VTM location below a predetermined visit time threshold, the controller may prioritize transactions at VTMs with longer visit times over transactions at VTMs with shorter visit times.
Claims20
A method, comprising:
- placing, by a computing device having at least one processor, a first request for a video transaction resource from a first video transaction device at a first position in a queue for video transaction resources;
- receiving, from a second video transaction device, a second request for the video transaction resource;
- determining, by the computing device, a wait time of a user at the second video transaction device;
- determining, by the computing device, an amount of time the user spent waiting in line for the second video transaction device;
- determining, based on the determined wait time of the user at the second video transaction device and the determined amount of time the user spent waiting in line for the second video transaction device, that a visit time associated with the second video transaction device exceeds a visit time threshold;
- determining, by the computing device, a maximum estimated visit time for a last user in line for the second video transaction device;
- determining, by the computing device, that the maximum estimated visit time for the last user exceeds a maximum visit time threshold;
- and
- in response to determining that the visit time associated with the second video transaction device exceeds the visit time threshold and in response to determining that the maximum estimated visit time for the last user in line for the second video transaction device exceeds the maximum visit time threshold, placing, by the computing device, the second request for the video transaction resource from the second video transaction device at a second position in the queue before the first position in the queue.
6 more elements
An apparatus, comprising:
- at least one processor;
- and
- memory storing computer-readable instructions that, when executed by the at least one processor, cause the apparatus to:
- place a first request to connect a first video transaction device to a video agent at a first position in a queue for connecting to video agents;
- receive, from a second video transaction device, a second request to connect the second video transaction device to the video agent;
- determine a wait time of a user at the second video transaction device;
- determine an amount of time the user spent waiting in line for the second video transaction device;
- determine, based on the determined wait time of the user at the second video transaction device and the determined amount of time the user spent waiting in line for the second video transaction device, whether a visit time for the second video transaction device exceeds a visit time threshold;
- determine a maximum estimated visit time for a last user in line for the second video transaction device;
- determine that the maximum estimated visit time for the last user exceeds a maximum visit time threshold;
- and
- if the visit time for the second video transaction device exceeds the visit time threshold and the maximum estimated visit time for the last user in line exceeds the maximum visit time threshold, place the second request at a second position in the queue before the first position in the queue and classify the second request as a high priority request.
9 more elements
At least one computer-readable storage medium having computer-executable instructions stored thereon that, when executed, cause at least one computing device to:
- place a first request to connect a first video transaction device to a video agent at a first position in a queue for connecting to video agents;
- receive, from a second video transaction device, a second request to connect the second video transaction device to the video agent;
- determine a wait time of a user at the second video transaction device;
- determine an amount of time the user spent waiting in line for the second video transaction device;
- determine, based on the determined wait time of the user at the second video transaction device and the determined amount of time the user spent waiting in line for the second video transaction device, whether a visit time for the second video transaction device exceeds a visit time threshold;
- determine a maximum estimated visit time for a last user in line for the second video transaction device;
- determine that the maximum estimated visit time for the last user exceeds a maximum visit time threshold;
- and
- if the visit time for the second video transaction device exceeds the visit time threshold and the maximum estimated visit time for the last user in line exceeds the maximum visit time threshold, place the second request at a second position in the queue before the first position in the queue and classify the second request as a high priority request.
6 more elements
Dependencies are inferred from the claim text.