CN1924910A - Method for realizing client reservation and queuing-reservation quenching robot - Google Patents

Abstract

Translated fromChinese

本发明涉及计算机应用和服务管理领域，是一种服务行业从业企业，服务提供商为其客户提供服务时，帮助客户合理安排出发与到达、缩短客户排队等候时间的方法，称为预约排队机器人。现实情况下，由于服务提供商的服务资源(服务人员、设施等)有限，客户到达服务场所后，经常需要排队等候较长的时间；而对客户来说，总是希望排队等候的时间越短越好，最好能提前知道什么时候出发最合适。本发明的核心是在预约客户实际到达前，由预约排队机器人代替客户排队，客户确认到达后，再由客户本人继续排队；同时根据客户的预约申请信息，结合服务场所的可用服务资源和排队情况，合理安排预约排队机器人进入排队队列的时刻并及时通知客户出发。

The present invention relates to the field of computer application and service management, and is a method for enterprises in the service industry, when service providers provide services to their customers, to help customers arrange departure and arrival reasonably, and shorten the waiting time of customers in line, which is called an appointment queuing robot. In reality, due to the limited service resources (service personnel, facilities, etc.) of service providers, customers often need to wait in line for a long time after arriving at the service place; for customers, they always hope that the waiting time in line is shorter The better, and it's better to know in advance when the best time to start is. The core of the present invention is that before the reservation customer actually arrives, the reservation queuing robot replaces the customer queuing, and after the customer confirms the arrival, the customer continues to queue; at the same time, according to the customer's reservation application information, combined with the available service resources and queuing situation of the service place , Reasonably arrange the moment when the reservation queuing robot enters the queuing queue and notify the customer to leave in time.

Description

A kind of method-appointment and queuing robot that realizes client's appointment and queuing

Technical field

The present invention relates to computer utility and service management domain, specifically, be that a kind of service provider utilizes software, hardware facility, preengage the available service resource and the queuing situation of application information and service location according to the client, suitably constantly enter formation by system at one, the method that replaces the client to rank is called the appointment and queuing robot.

Background technology

Along with the development of society, people's work and rhythm of life are constantly accelerated, to the also constantly increase of demand of service.How effectively saving client's quality time, improve efficiency of service, strengthen client's service experience, is the significant challenge that service industry faces.But the situation of reality is:

One,, after the client arrives service location, often need wait in line the long time because service provider's Service Source (attendant, facility etc.) is limited; The client is not fully utilized the travel time, causes the temporal waste of client; And concerning the client, always wish that the time wait in line is short more good more, preferably can know in advance when set out optimum.

Two, some service provider provides subscription services at present, but still have a lot of problems, mainly shows: 1) can not provide the same day subscription services; 2) client can only preengage the finite time section, is unfavorable for that the client arranges stroke, and causes reservation congested easily; 3) can only stationary window provide service or reservation client to arrive for the reservation client after, jump the queue by force, cause the wasting of resources, efficiency of service low, or cause problems such as other clients are discontented easily.

The present invention is conceived to solve the client shortening is waited in line the time, rationally arranged the requirement of self stroke, and the provider of helping service simultaneously makes full use of Service Source, improves efficiency of service, and this present just subscription services mode institute is unapproachable.

Summary of the invention

The invention provides a kind of service provider and provide when service for its client, the effective and reasonable arrangement of help client is set out and is arrived, shortens the custom queueing method of waiting time, promptly before the reservation client arrives, preengage the available service resource and the queuing situation of application information and service location according to the client by the appointment and queuing robot, select one suitably constantly to enter formation, replace the client to rank, make full use of Service Source and provide the purpose of fair, good service experience to reach, thereby improve customer satisfaction with services and loyalty to the client.

The client need arrive service provider's service location transacting business, when accepting service, can propose reserve requests to the appointment and queuing robot by following means:

● dial service provider's customer service call (as China Mobile 1860 etc.)

● by the reservation page on the Internet access service provider website

● preengage the page or send note with the palm service of WAP mode access services provider by mobile phone, trigger the service provider and preengage the page to client's mobile phone Push Service in the WAPPush mode to the customer service note number

The appointment and queuing robot is made up of reservation subsystem and queuing subsystem two parts.

In case the client preengages success, the reservation subsystem can pass to the queuing subsystem with this client's reservation application information, by lining up subsystem " reservation " in buffer memory, and the available service resource and the queuing situation of preengaging application information and service location according to the client, select one suitably constantly, this client is submitted in the queue queue, rank in proper order by arrival/submission in same formation with the client of not reservation arrival, reservation that the reservation subsystem distributes then can for this client to generate at random number, reservation number is used to confirm client's reservation behavior, and arrives back checking user's subscription identity the client.In case the client is submitted in the formation, the queuing subsystem can distribute actual queue number to give this client according to current queuing situation, make this client enter the virtual line-up process immediately, and keep actual queue number (this moment, customer status was " virtual arrival ") in the queuing subsystem, wait for that the client arrives.

The core of this appointment and queuing pattern is---before the actual arrival of client, replace the client to rank by system; When the client after confirming to have arrived, continue to line up by the client again.

This appointment and queuing of customer selecting pattern, be equivalent to client's promise can be as early as possible or the service that in the time range of reservation, arrives the place is provided, for the client of subscription time scope, the reservation subsystem will utilize note, phone etc. to this client prompting of setting out.

Select the client of this appointment and queuing pattern, after preengaging successfully, at first be in the wait submit state, show that this client's reserve requests is accepted by the queuing subsystem, but, be not submitted in the queue queue as yet owing to do not reach submission constantly; In case the client is submitted in the formation, three kinds of states will be arranged in formation, be respectively:

● virtual arrival state---show that this client does not also have actual arrival, be in the queuing process, and no show head of the queue still;

● the arrival state---show the actual arrival of this client, may be in the queuing process, also may be in head of the queue, soon called out and accept service;

● wait for the arrival state---show the actual as yet arrival of client, but be in head of the queue,

Temporarily can not be called out;

The client is in the arrival state of waiting for, normally owing to the client arrives on time, but does not also exceed the reservation term of validity; Perhaps the client on time (even in advance) arrive, but (leave as the client who waits previously etc.) for a certain reason causes this client to be discharged to head of the queue constantly in advance than prediction midway.The subsystem of lining up this moment is exchanged this client in formation successively with the actual arrival client who comes thereafter, finish until the actual arrival of this client or the reservation term of validity.

The client also has a kind of state in the queuing subsystem---the cancellation state, and promptly the client does not also arrive when the reservation term of validity finishes, and reservation is cancelled.

State and the conversion of client in the queuing subsystem, as shown in Figure 1.

In order to realize appointment and queuing, need to solve following problem: 1) when will preengage the client and submit to the queuing subsystem to rank, during with the actual arrival of assurance client, the time of waiting in line is the least possible; 2) when notify the reservation client to set out; 3) how to determine to preengage the client preengage overtime, to guarantee effective work of appointment and queuing robot.

For this reason, we have designed " progressively approximate algorithm ", are described below:

Variable and parameter-definition:

T_p: reservation is submitted to constantly

T_s: the client preengages the initial moment

T_e: the client preengages and stops constantly

T_n: the client sets out/the system alert moment

T_c: certain after reservation is submitted to is constantly

T_In: the client enters formation constantly

T_Out: the client preengages term of validity finish time

t₀: the client estimates the travel time

t_Pw: at T_pThe expectation waiting time (Monitoring Data that comes from the subsystem of lining up) that constantly begins to line up

t_Cw: at T_cThe waiting time that constantly begins to line up (coming from queuing subsystem Monitoring Data) with changing constantly

Client's average latency (coming from queuing subsystem Monitoring Data)

Δ: system delay amount (minute to be unit, for example: 30 minutes)

Unit: minute or min

Basic algorithm---approximate algorithm progressively

Suppose that the client estimates that due in is T_{T arg et}, from T_StartStart constantly and calculate, find T_Start-T_{T arg et}Middle certain moment T_In, make the reservation client at T_InConstantly enter formation, at T_{T arg et}Constantly can be called out.

1. whether appointment and queuing robot inspection current time has arrived T_InInitial calculation T constantly_StartIf, also be less than, continue to wait for;

Otherwise, the appointment and queuing robot starts T_InBe calculated as follows:

A) judge from now on expectation waiting time through the current client that lining up after, whether surpass reservation client's expectation due in T_{T arg et}If, do not surpass, wait for a δ after the time, reexamine this condition and whether satisfy;

B) otherwise, current time is exactly to arrange the reservation client to enter the suitable moment T of formation_In, the appointment and queuing robot begins to rank for the reservation client, waits for the actual arrival of client.

" progressively approximate algorithm " process flow diagram as shown in Figure 2.

The key of " progressively approximate algorithm " is to determine initial calculation T constantly_StartEstimate that with the client due in is T_{T arg et}

Concrete reservation algorithm

The reservation algorithm is preengage application information and Service Source and queuing situation according to the client exactly, calculates and arranges the reservation client to enter the suitable moment T of formation_In, the client preengages the term of validity T finish time_OutWith the notice reservation client T constantly that sets out_n, and set out and the arrival situation according to the client is actual, to T_In, T_OutAnd T_nThe process of revising.

Below divide the explanation of different application scene concrete reservation algorithm.

Scene 1: user expectation " is just set out now, can be obtained service as early as possible when wishing to arrive ", and the reservation arthmetic statement is as follows:

1. at once client's reserve requests is ranked;

T_in＝T_p

2. estimate travel time t according to the client₀With at T_pThe expectation waiting time t that constantly begins to line up_PwMagnitude relationship, the computing client reservation term of validity T finish time_Out

T_out＝T_p+MAX(t₀，t_pw)+Δ

3. computing client departure time and reminding;

T_n＝T_p+MAX(t₀，t_pw)-t₀

MAX (t₀, t_Pw)=t_PwThe time, the prompting client can be at T more a little later_nConstantly set out,

MAX (t₀, t_Pw)=t₀The time, remind the client to start out at once.

Scene 2: user expectation " certain time period [T_s, T_e] between arrive ", the reservation arthmetic statement is as follows:

1. the client is set estimates due in T_{T arg et}

$T_{t\arg \mathrm{et}}=\left\{\begin{array}{cc}{T}_s,& 0<T_e-T_s\&le;30\min \\ T_s+(T_e-T_s)/3,& 30<T_e-T_s\&le;60\min \end{array}\right.$

2. be provided with and arrange the reservation client to enter the suitable moment T of formation_InInitial calculation constantly

$T_{\mathrm{start}}=T_s-\stackrel{\&OverBar;}{t_w}$

3. utilize progressively approximate algorithm calculating to arrange the reservation client to enter the suitable moment of formation

T_in

4. computing client is preengage the term of validity T finish time_Out

T_out＝T_e+Δ

5. computing client departure time T_n

T_n＝T_t?arg?et-t₀

Scene 3: user expectation " certain arrives about T constantly ", the reservation arthmetic statement is as follows:

1. the client is set estimates that due in is moment T

T_t?arg?et＝T

2. be provided with and arrange the reservation client to enter the suitable moment T of formation_InInitial calculation constantly

$T_{\mathrm{start}}=T_{t\arg \mathrm{et}}-\stackrel{\&OverBar;}{t_w}=T-\stackrel{\&OverBar;}{t_w}$

3. utilize progressively approximate algorithm calculating to arrange the reservation client to enter the suitable moment of formation

T_in

4. computing client is preengage the term of validity T finish time_Out

T_out＝T+Δ

5. computing client departure time T_n

T_n＝T_t?arg?et-t₀

Scene 4: user expectation " certain arrives before the T constantly ", the reservation arthmetic statement is as follows:

1. the client is set estimates that due in is moment T certain moment before

T_t?arg?et＝T-Δ

2. be provided with and arrange the reservation client to enter the suitable moment T of formation_InInitial calculation constantly

$T_{\mathrm{start}}=T_{t\arg \mathrm{et}}-\stackrel{\&OverBar;}{t_w}-{\mathrm{\&Delta;}}_1=T-\stackrel{\&OverBar;}{t_w}-{\mathrm{\&Delta;}}_1$(Δ₁Be adjustment amount)

3. utilize progressively approximate algorithm calculating to arrange the reservation client to enter the suitable moment of formation

T_in

4. computing client is preengage the term of validity T finish time_Out

T_out＝T+Δ

5. computing client departure time T_n

T_n＝T_t?arg?et-t₀

In the practical application, the service provider can be according to the needs and the actual conditions of business development, select wherein that one or more reservation algorithms provide subscription services, even at basic algorithm---the new reservation algorithm of development on the basis of approximate algorithm progressively provides novel subscription services.

Description of drawings

Accompanying drawing 1: appointment and queuing constitutional diagram

Accompanying drawing 2: " progressively approximate algorithm " process flow diagram

Claims (2)

Translated fromChinese

1.一种实现客户预约排队的方法，所述方法使客户在需要接受服务时，通过向服务提供商进行预约申请，合理安排出发与到达、缩短排队等候时间。其特征在于：一旦客户预约成功，在预约客户实际到达前，由系统选择一个适当时刻进入队列，代替客户进行排队。1. A method for realizing customer appointment queuing, said method enables customers to reasonably arrange departure and arrival and shorten the waiting time in line by applying for appointment to the service provider when they need to receive services. It is characterized in that: once the customer makes an appointment successfully, before the reserved customer actually arrives, the system selects an appropriate time to enter the queue and queue up instead of the customer.2.根据权利要求1所述的一种实现客户预约排队的方法，其特征在于：2. A method for realizing customer appointment queuing according to claim 1, characterized in that:当客户预约请求被系统接受后，该客户在系统中处于等待提交状态；此时系统根据客户在预约申请时提供的预约信息，结合服务场所的可用服务资源和排队情况，计算出提交预约客户进入队列的适当时刻和客户预约有效期结束时刻。一旦达到提交时刻，系统自动将该客户提交到排队队列中，与未预约到达的客户在同一队列中按到达/提交顺序进行排队，并由系统分配排队号给该客户；客户实际到达后，经确认即可获得该排队号，再与未预约到达的客户一起进行实际排队。如果客户到达前，已排到队首，则该客户在队列中依次与排在其后的实际到达客户对换，直至该客户实际到达或预约有效期结束。When the customer's reservation request is accepted by the system, the customer is in the waiting status in the system; at this time, the system calculates the customer's entry for submitting the reservation based on the reservation information provided by the customer when making the reservation application, combined with the available service resources and queuing conditions of the service location. The appropriate moment for the queue and the end of the client's appointment validity period. Once the submission time is reached, the system automatically submits the customer to the queuing queue, and queues up in the same queue as the customers who have not made an appointment in the order of arrival/submission, and the system assigns the queuing number to the customer; after the customer actually arrives, after You can get the queuing number after confirming, and then go in the actual queuing with customers who arrive without an appointment. If the customer arrives at the head of the queue, the customer will be swapped with the actual arriving customer in the queue until the customer actually arrives or the reservation validity period ends.

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