US-20260127510-A1 - LOCATION-BASED QUEUE MANAGEMENT FOR USER REQUESTS

US20260127510A1US 20260127510 A1US20260127510 A1US 20260127510A1US-20260127510-A1

Abstract

As disclosed herein, a computer-implemented method for prioritizing a customer support request based on a location of the customer is disclosed. The computer-implemented method may include receiving, via a client device of a user associated with a booking made in a travel application, a request associated with the booking. The computer-implemented method may include determining a location of the client device. The computer-implemented method may include determining, based on the location of the client device, a priority level of the request. The computer-implemented method may include updating, based on the priority level of the request, a position of the request in a queue of an agent associated with the travel application. A system and a non-transitory computer-readable storage medium are also disclosed.

Inventors

Kumaraguru Loganathan

Assignees

PRICELINE.COM LLC

Dates

Publication Date: 20260507
Application Date: 20241107

Claims (20)

1 . A computer-implemented method, comprising: training a model to score a priority of a support request based on at least when the support request is initiated and where a device used to initiate the support request is relative to a site associated with a travel booking; receiving, via a client device associated with a booking of a travel product made in a travel application, a request associated with the booking; determining a time stamp of the request and a timeframe of the booking; determining, by a location determination module associated with the travel application, a first geolocation of the client device and a second geolocation of the travel product; computing, dynamically and in real time, via a geospatial algorithm, a distance of the first geolocation of the client device from the second geolocation of the travel product; providing, to the trained model, the time stamp of the request, the timeframe of the booking, the first geolocation of the client device, the second geolocation of the travel product, the distance of the first geolocation from the second geolocation, and contextual data including a booking status and an urgency indicator; determining, by the trained model, a priority level of the request; updating, dynamically and in real time, based on the priority level of the request, a position of the request in a queue of an agent associated with the travel application; and routing, based on the updating of the position of the request, the request to the agent.
2 . The computer-implemented method of claim 1 , further comprising: identifying a user profile associated with at least one of a first attribute of the request and a second attribute of the client device; and identifying, based on the user profile, the booking.
3 . The computer-implemented method of claim 2 , wherein the second attribute includes a telephone number.
4 . The computer-implemented method of claim 1 , wherein: the travel product includes at least one of a lodging, a means of transportation, and a destination activity.
5 . (canceled)
6 . The computer-implemented method of claim 1 , wherein determining the priority level of the request includes: determining the distance of the first geolocation of the client device from the second geolocation of the travel product is greater than a predetermined threshold; and decreasing, based on determining the distance is greater than the predetermined threshold, the priority level of the request.
7 . The computer-implemented method of claim 1 , wherein determining the priority level of the request includes: determining the distance of the first geolocation of the client device from the second geolocation of the travel product is less than or equal to a predetermined threshold; and increasing, based on determining the distance is less than or equal to the predetermined threshold, the priority level of the request.
8 . The computer-implemented method of claim 1 , wherein determining the priority level of the request includes: determining the time stamp of the request is outside a time period before a start time associated with the travel product or after an end time associated with the travel product; and decreasing, based on determining the time stamp of the request is outside the time period, the priority level of the request.
9 . The computer-implemented method of claim 1 , wherein determining the priority level of the request includes: determining the time stamp of the request is within a time period before a start time associated with the travel product, after an end time associated with the travel product, or between the start time and the end time; and increasing, based on determining the time stamp of the request is within the time period, the priority level of the request.
10 . The computer-implemented method of claim 1 , wherein the agent is a human agent.
11 . A system, comprising: one or more processors; and a memory storing instructions that, when executed by the one or more processors, cause the system to perform operations including: training a model to score a priority of a support request based on at least when the support request is initiated and where a device used to initiate the support request is relative to a site associated with a travel booking; receiving, via a client device associated with a booking of a travel product made in a travel application, a request associated with the booking; determining a time stamp of the request and a timeframe of the booking; determining, by a location determination module associated with the travel application, a first geolocation of the client device and a second geolocation of the travel product; computing, dynamically and in real time, via a geospatial algorithm, a distance of the first geolocation of the client device from the second geolocation of the travel product; providing, to the trained model, the time stamp of the request, the timeframe of the booking, the first geolocation of the client device, the second geolocation of the travel product, the distance of the first geolocation from the second geolocation, and contextual data including a booking status and an urgency indicator; determining, by the trained model, a priority level of the request; updating, dynamically and in real time, based on the priority level of the request, a position of the request in a queue of an agent associated with the travel application; and routing, based on the updating of the position of the request, the request to the agent.
12 . The system of claim 11 , wherein the operations further include: identifying a user profile associated with at least one of a first attribute of the request and a second attribute of the client device; and identifying, based on the user profile, the booking.
13 . The system of claim 12 , wherein the second attribute includes a telephone number.
14 . The system of claim 11 , wherein: the travel product includes at least one of a lodging, a means of transportation, and a destination activity.
15 . (canceled)
16 . The system of claim 11 , wherein determining the priority level of the request includes: determining the distance of the first geolocation of the client device from the second geolocation of the travel product is greater than a predetermined threshold; and decreasing, based on determining the distance is greater than the predetermined threshold, the priority level of the request.
17 . The system of claim 11 , wherein determining the priority level of the request includes: determining the distance of the first geolocation of the client device from the second geolocation of the travel product is less than or equal to a predetermined threshold; and increasing, based on determining the distance is less than or equal to the predetermined threshold, the priority level of the request.
18 . The system of claim 11 , wherein determining the priority level of the request includes: determining the time stamp of the request is outside a time period before a start time associated with the travel product or after an end time associated with the travel product; and decreasing, based on determining the time stamp of the request is outside the time period, the priority level of the request.
19 . The system of claim 11 , wherein determining the priority level of the request includes: determining the time stamp of the request is within a time period before a start time associated with the travel product, after an end time associated with the travel product, or between the start time and the end time; and increasing, based on determining the time stamp of the request is within the time period, the priority level of the request.
20 . A non-transitory computer-readable storage medium storing instructions encoded thereon that, when executed by a processor, cause the processor to perform operations comprising: training a model to score a priority of a support request based on at least when the support request is initiated and where a device used to initiate the support request is relative to a site associated with a travel booking; receiving, via a client device associated with a booking of a travel product made in a travel application, a request associated with the booking; determining a time stamp of the request and a timeframe of the booking; determining, by a location determination module associated with the travel application, a first geolocation of the client device and a second geolocation of the travel product; computing, dynamically and in real time, via a geospatial algorithm, a distance of the first geolocation of the client device from the second geolocation of the travel product; providing, to the trained model, the time stamp of the request, the timeframe of the booking, the first geolocation of the client device, the second geolocation of the travel product, the distance of the first geolocation from the second geolocation, and contextual data including a booking status and an urgency indicator; determining, by the trained model, a priority level of the request; updating, dynamically and in real time, based on the priority level of the request, a position of the request in a queue of an agent associated with the travel application; and routing, based on the updating of the position of the request, the request to the agent.

Description

BACKGROUND Field The present disclosure generally relates to customer support technology. More particularly, the present disclosure relates to managing a priority of a customer support request based on a proximity of a customer to a location associated with a product obtained by the customer. Related Art The travel industry has experienced unprecedented growth in recent years, driven by an increasing demand for travel experiences and a proliferation of digital booking platforms. As travel becomes more accessible, customer support has emerged as a critical differentiator for companies seeking to enhance customer loyalty and satisfaction. The complexity and immediacy of travel-related issues present unique challenges for customer support teams. Customers often encounter a variety of issues related to travel bookings (e.g., flight cancelations, hotel check-in discrepancies, or rental car disagreements) that require immediate attention. However, traditional customer support frameworks frequently operate on a first-come, first-served basis, which may not effectively address the urgency of specific situations. SUMMARY The subject disclosure provides for managing a priority level of a customer support request based on a location of a client device of a user relative to a location associated with a travel product booked by the user (e.g., lodging, means of transportation, destination activity). If the location of the client device is at or near the location associated with the travel product, then the priority level may be increased or escalated. If the location of the client device is neither at nor near the location associated with the travel product, then the priority level may be decreased or deescalated. According to certain aspects of the present disclosure, a computer-implemented method for prioritizing a customer support request based on a location of a customer is disclosed. The computer-implemented method may include receiving, via a client device of a user associated with a booking made in a travel application, a request associated with the booking. The computer-implemented method may include determining a location of the client device. The computer-implemented method may include determining, based on the location of the client device, a priority level of the request. The computer-implemented method may include updating, based on the priority level of the request, a position of the request in a queue of an agent associated with the travel application. According to another aspect of the present disclosure, a system is provided. The system may include one or more processors. The system may include a memory storing instructions that, when executed by the one or more processors, cause the system to perform operations. The operations may include receiving, via a client device of a user associated with a booking made in a travel application, a request associated with the booking. The operations may include determining a location of the client device. The operations may include determining, based on the location of the client device, a priority level of the request. The operations may include updating, based on the priority level of the request, a position of the request in a queue of an agent associated with the travel application. According to yet other aspects of the present disclosure, a non-transitory computer-readable storage medium storing instructions encoded thereon that, when executed by a processor, cause the processor to perform operations is provided. The operations may include receiving, via a client device of a user associated with a booking of a travel product made in a travel application, a request associated with the booking. The operations may include determining a distance of a location of the client device from a location associated with the travel product is less than or equal to a predetermined threshold. The operations may include determining a time stamp of the request is within a time period before a start time associated with the travel product, after an end time associated with the travel product, or during the time between the start time and the end time. The operations may include increasing, based on the distance and the time stamp, a priority level of the request. The operations may include updating, based on the priority level of the request, a position of the request in a queue of an agent associated with the travel application. It is understood that other configurations of the subject technology will become readily apparent to those skilled in the art from the following detailed description, wherein various configurations of the subject technology are shown and described by way of illustration. As will be realized, the subject technology is capable of other and different configurations and its several details are capable of modification in various other respects, all without departing from the scope of the subject technology. Accordingly, the drawings and detailed description