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Utilizing machine learning with call histories to determine support queue positions for support calls

  • US 10,477,025 B1
  • Filed: 12/20/2018
  • Issued: 11/12/2019
  • Est. Priority Date: 12/20/2018
  • Status: Active Grant
First Claim
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1. A method, comprising:

  • receiving, by a device and from a user device, a communication associated with a support issue encountered by a user of the user device;

    assigning, by the device, the communication to a position in a support queue based on when the communication is received,wherein the support queue includes;

    data identifying positions of other communications received from other users, anddata identifying when the other communications, received from the other users, were received;

    processing, by the device, data identifying the communication, historical communication data describing prior communications associated with the user, and other communication data describing the other communications received from the other users, with a machine learning model, to determine different factors associated with the communication and respective weights for the different factors;

    associating, by the device, the respective weights with the different factors;

    generating, by the device, a score for the communication based on associating the respective weights with the different factors;

    modifying, by the device, the position of the communication in the support queue based on the score for the communication and other scores for the other communications received from the other users; and

    performing, by the device, one or more actions based on modifying the position of the communication in the support queue.

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