An IoT Smart Queue Management System with Real-Time Queue Tracking

This paper proposes a smart queue management system for delivering real-time service request updates to clients´ smartphones in the form of audio and visual feedback. The proposed system aims at reducing the dissatisfaction with services with medium to long waiting times. To this end, the system allows carriers of digital ticket to leave the waiting areas and return in time for their turn to receive service. The proposed system also improves the waiting experience of clients choosing to stay in the waiting area by connecting them to the audio signal of the often muted television sets running entertainment programs, advertisement of services, or news. The system is a web of things including connected units for registering and verifying tickets, units for capturing and streaming audio and queue management, and participating client units in the form of smartphone applications. We implemented the proposed system and verified its functionality and report on our findings and areas of improvements.