US 12,293,374 B2
Urgency-based queue management systems and methods
Jonathan Lee, Kitchener (CA); Elijah Moreau-Arnott, Guelph (CA); and Garrett Randall, Corunna (CA)
Assigned to CAPITAL ONE SERVICES, LLC, McLean, VA (US)
Filed by Capital One Services, LLC, McLean, VA (US)
Filed on Oct. 25, 2021, as Appl. No. 17/509,225.
Prior Publication US 2023/0125273 A1, Apr. 27, 2023
Int. Cl. G06Q 30/016 (2023.01); G06F 40/263 (2020.01); G06F 40/30 (2020.01); G06Q 10/0631 (2023.01); G06Q 30/0201 (2023.01); G06Q 40/02 (2023.01); G07C 11/00 (2006.01); G10L 15/00 (2013.01); G10L 15/18 (2013.01); G10L 15/22 (2006.01); G10L 15/30 (2013.01); H04M 3/51 (2006.01)
CPC G06Q 30/016 (2013.01) [G06F 40/263 (2020.01); G06F 40/30 (2020.01); G06Q 10/06311 (2013.01); G06Q 30/0201 (2013.01); G06Q 40/02 (2013.01); G07C 11/00 (2013.01); G10L 15/005 (2013.01); G10L 15/1815 (2013.01); G10L 15/22 (2013.01); G07C 2011/04 (2013.01); G10L 15/30 (2013.01); H04M 3/5166 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A system comprising:
one or more processors; and
memory in communication with the one or more processors and storing instructions that, when executed by the one or more processors, are configured to cause the system to:
receive, from a voice call initiated via a mobile application of a user device associated with a user, one or more utterances comprising a user intent;
determine a first queue from a plurality of queues in which to place the user based on the user intent;
receive first urgency data comprising battery indication data from the user device via the mobile application of the user device, the battery indication data being captured by the mobile application of the user device and comprising a battery level indication and an indication of whether the user device is charging;
determine, using a machine learning model, a first dynamic priority score for the user based on the user intent and the first urgency data, wherein the machine learning model is configured to not consider the battery level indication when determining a dynamic priority score when received urgency data provides an indication that the user device is charging;
assign an initial user-specific position within the first queue to the user based on the first dynamic priority score for the user, the initial user-specific position being different from a default initial position in the first queue; and
iteratively:
receive updated urgency data from the user device, wherein the updated urgency data is obtained by the mobile application of the user device in real time during the voice call;
determine, using the machine learning model, an updated dynamic priority score for the user based on the user intent and the updated urgency data;
determine whether to assign a new user-specific position within the first queue to the user based on the updated dynamic priority score; and
dynamically reassign one or more user positions in the first queue in response to determining to assign a new user-specific position within the first queue to the user based on the updated dynamic priority score.