Patent ID: 11954443
Assignee: WELLS FARGO BANK, N.A.
Field: Computer technology (Electrical engineering)
Classification: CPC G | IPC G

Claim 19:
20. A non-transitory computer-readable medium comprising instructions that, when executed, cause one or more processors to:
receive a set of emotion factor values for communication data of a current service inquiry associated with a customer, wherein the set of emotion factor values comprises a determination value for the current service inquiry, an inquisitiveness value for the current service inquiry, a valence value for the current service inquiry, and an aggression value for the current service inquiry, wherein each emotion factor value indicates a measure of a particular emotion factor in the current service inquiry;
determine, using an emotion priority model running on the one or more processors, an emotional priority score for the current service inquiry based on the set of emotion factor values for the current service inquiry associated with the customer; and
determine a response priority order for the current service inquiry based on at least the emotional priority score for the current service inquiry.