US 12,294,516 B2
Systems and methods for triaging and routing of emergency services communications sessions
Jay I. Malin, Northbrook, IL (US)
Filed by Jay I. Malin, Northbrook, IL (US)
Filed on Sep. 6, 2022, as Appl. No. 17/929,921.
Application 17/929,921 is a division of application No. 16/446,317, filed on Jun. 19, 2019, granted, now 11,438,262.
Claims priority of provisional application 62/686,706, filed on Jun. 19, 2018.
Prior Publication US 2023/0013494 A1, Jan. 19, 2023
Int. Cl. H04L 45/00 (2022.01); H04L 9/40 (2022.01); H04L 67/02 (2022.01); H04L 67/561 (2022.01); H04L 69/329 (2022.01)
CPC H04L 45/56 (2013.01) [H04L 9/40 (2022.05); H04L 67/02 (2013.01); H04L 67/561 (2022.05); H04L 69/329 (2013.01)] 1 Claim
OG exemplary drawing
 
1. A computer-implemented method for routing of communications sessions with a contact center, comprising:
receiving, by a system, a first message from a user equipment (UE) via a first communications protocol;
parsing, by the system, content of the first message using unsupervised machine learning to determine whether the first message comprises pertinent data indicating a request for services;
in response to the first message comprising the pertinent data, applying, by the system, a policy for routing the first message to a service provider based on the parsed content of the first message;
transmitting, by the system, a second message to the service provider according to the applied policy via a second communications protocol, wherein the second message comprises at least a portion of the pertinent data;
receiving, by the system, feedback based on an accuracy of parsing the content of the first message using the unsupervised machine learning; and
based on comparing the accuracy to an accuracy threshold, using, by the system, supervised machine learning to parse content of a next message received by the system;
wherein:
the first message is or includes text in a foreign language that is different from a language customarily used by the contact center or the service provider; and
the method further comprises:
forwarding at least a portion of the text in the foreign language to a multilingual natural language processing (NLP) knowledgebase for translating the at least a portion of the text in the foreign language to the language customarily used by the contact center or the service provider; and
receiving translated text from the multilingual NLP knowledgebase for use in one or more of the parsing, applying, and transmitting steps of the method.