Patent ID: 11936814
Assignee: CHIME FINANCIAL, INC.
Field: Digital communication (Electrical engineering)
Classification: CPC H | IPC H

Claim 14:
15. A system comprising:
at least one processor; and
at least one non-transitory computer-readable storage medium storing instructions that, when executed by the at least one processor, cause the system to:
train an agent escalation machine learning model by:
generating a plurality of client-agent escalation class predictions from a set of training client features corresponding to client devices;
generating a measure of loss by comparing, utilizing a loss function, the plurality of client-agent escalation class predictions with ground truth client-agent escalation classes generated from agent devices that interacted with the client devices; and
modifying parameters of the agent escalation machine learning model based on the measure of loss;

extract client features corresponding to a client device participating in an automated interactive digital text thread;
generate, utilizing the agent escalation machine learning model, a plurality of predicted client-agent escalation classes and a plurality of escalation class probabilities from the client features;
select at least two predicted client-agent escalation classes from the plurality of predicted client-agent escalation classes utilizing the plurality of escalation class probabilities; and
provide, for display via the client device, at least two personalized escalation digital text reply options corresponding to the at least two predicted client-agent escalation classes via the automated interactive digital text thread.