CPC H04L 67/5682 (2022.05) [G06N 20/00 (2019.01); H04L 45/742 (2013.01); H04L 47/286 (2013.01); H04L 49/206 (2013.01); H04M 3/5183 (2013.01)] | 17 Claims |
1. A computer-implemented method comprising:
receiving, by a server and from an application of a remote user device, user interaction information;
predicting, using a machine-learning model trained on previous interactions of other users with their applications on their user devices and with call centers and based on the received user interaction information, a likelihood of a user of the application to contact a call center with an inquiry from the user;
populating a call center cache based on a prediction that the user will contact the call center;
authenticating the user based on the prediction for the user;
receiving a result of a user interaction between the user and the call center;
storing, in an application cache of a server and with a time-to-live (TTL) value, first information for the application;
monitoring a data stream of incoming information;
detecting in the data stream, second information associated with user;
storing, based on the detecting the second information, the second information in the application cache of the server, wherein the second information overwrites the first information and refreshes the TTL value;
retraining the machine-learning model, wherein the retraining of the machine-learning model is based on:
the previous interactions of the other users with their applications on their user devices and with the call centers;
the received user interaction information; and
the result of the user interaction between the user and the call center; and
repopulating, based on the retraining of the machine-learning model, an updated prediction that the user will contact the call center, and the detection of the second information in the data stream, the call center cache.
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