Apple Developing Algorithm System To Speed Up Genius Bar Wait Times




/ 5 years ago

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The quality (and the subsequent price) of Apple products means that it’s not that often that owners find themselves needing service. But when they do, the first place most turn to is the Genius Bar, at their local Apple Store. But, as the hilarious Genius Bar Tales Twitter account informs us, it can get quite busy with people asking stupid questions. So if you have a genuine issue, and want to get an appointment in-between all of the teenagers asking why Instagram isn’t working on their iPhone, it can mean quite a wait.

Well, Apple apparently has a solution to that. The ever reliable 9to5Mac reports that the company is developing a new system that will allow people to just turn up to the Apple Store with their issue. They say that a new algorithm system will mean that a customer can simply inform any staff member of their issue and they’ll immediately be given an estimate of how long they have to wait.

The staff members will input the customer’s issue into a custom iPhone, and then a special app will strategically place the customer in a queue based on their complaint. If it’s a simple problem, like being unable to sign into iCloud, they’ll go straight to the front of the queue as it can be fixed and got out-of-the-way quickly. If it’s a complex issue, like a MacBook with a blinking display, they’ll be pushed further down the queue as so more time can be allocated to them. Following this, customers will then receive three text messages – one informing them of the wait time, another telling them to head back to the store, and a third informing them that the ‘Genius’ is ready and waiting.

As Apple apparently deems most Genius Bar visits to be minor and quick to fix issues, the notion of putting those appointments first makes sense.

Source: 9to5Mac



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