| CPC G16H 50/20 (2018.01) [G16H 10/60 (2018.01); G16H 50/30 (2018.01)] | 20 Claims |
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1. A computer-implemented method, comprising:
receiving, by a user navigation system, user data associated with a user record of a user of a service facility, the user record being one of a plurality of user records of users maintained by a service management system of a service organization, the service facility being one of a plurality of service facilities affiliated with the service organization;
inputting, by the user navigation system, the user data into a segmentation model of the user navigation system, the user data including at least one of structured user data or unstructured user data, and the user data associated with at least one of a present condition or a present service status of the user, the structured user data comprising at least one of a user service record, a test result, and chart information, the unstructured user data being at least one of a clinician's notes, a service image, user feedback, and user correspondence;
determining, by the segmentation model, a score for the user, the score corresponding to a level of confidence that a classification of the user corresponds to a segment associated with the present condition or the present service status of the user, the segment being one of a plurality of candidate segments and the segmentation model being trained based at least in part on features derived from the plurality of user records of users maintained by the service management system;
classifying, by the user navigation system and using the score, the user within the segment in accordance with a classification threshold, the classification threshold associated with a level of confidence of the score;
detecting, by the user navigation system, an occurrence of a trigger of a plurality of triggers based at least in part on the classification of the user within the segment;
determining, by the user navigation system, a priority of the user among the users for which user records are maintained by the service management system based at least in part on the occurrence of the trigger, the priority corresponding to a particular user navigation program among a plurality of user navigation programs;
determining, by the user navigation system and based on the priority, a position of the user in a queue of users who are candidates for being assigned to the particular navigation program; and
assigning, by the user navigation system, the user to the particular user navigation program among the plurality of user navigation programs based at least in part on the determined priority of the user and the position of the user in the queue.
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