LOAD BALANCING OF FINANCIAL INSTITUTION CHANNELS

摘要

Embodiments of the invention are directed to systems, methods and computer program products for balancing a load of financial transaction channels. Embodiments determine that the customer is traveling to or is currently located in proximity to a financial institution physical location; determine load information for at least two interaction paths associated with the financial institution physical location; compare the load information for the interaction paths; determine, based on the comparison of the load information for the interaction paths, an interaction path to recommend to the customer; and provide, to the customer, information associated with the recommended interaction path. In some cases, the load information includes a capacity percentage corresponding to the capacity of the interaction path with respect to a predetermined full capacity for each of the interaction paths.

主权项

1. A system for balancing a load of financial transaction channels, the system comprising:
a memory device storing computer executable code; a processing device to execute the computer executable code to cause the processing device to:
determine that the customer is traveling to or is currently located in proximity to a financial institution physical location;determine current load information for at least two interaction paths associated with the financial institution physical location;compare the current load information for the interaction paths;determine, based on the comparison of the current load information for the interaction paths, an interaction path to recommend to the customer; andprovide, to the customer, information associated with the recommended interaction path; wherein the current load information comprises a capacity percentage corresponding to the current capacity of the interaction path with respect to a predetermined full capacity for each of the interaction paths and a current wait time for each of the interaction paths, wherein the current wait time is determined based at least in part on:
current number of customers in line,historical information indicating average expected wait time for a particular service provided by the interaction paths, andsubjective information regarding each of the interaction paths, the subjective information comprising information indicating how an experience level associated with a specific associate of the financial institution physical location and non-normal characteristics of the specific associate of the financial institution physical location affect the average expected wait time for a particular service provided by the interaction paths.