Patent ID: 11895272
Assignee: NICE LTD.
Field: Computer technology (Electrical engineering)
Classification: CPC H  G | IPC G  H

Claim 9:
10. A method of determining the priority of a call interaction, which comprises:
receiving a call interaction from a call center;
validating, by a validation and transcription engine, that the call interaction is authentic;
converting, by the validation and transcription engine, the call interaction into text;
calculating, by a data calculation engine, a priority of the call interaction from the text and organization, location, and time information in the text, wherein calculating the priority of the call interaction comprises determining an importance of words in the text and correlating the words in the text to a priority class by using a pre-trained algorithm that is trained on emergency-type and emergency services-type language;
determining that the call interaction should be transmitted to the call center for initial handling by a call center agent; and
transmitting the call interaction, the calculated priority, and the organization, location, and time information to the call center.