Patent ID: 11882010
Assignee: CAPITAL ONE SERVICES, LLC
Field: Digital communication (Electrical engineering)
Classification: CPC H  G | IPC G  H

Claim 14:
15. A non-transitory computer-readable medium storing a set of instructions, the set of instructions comprising:
one or more instructions that, when executed by one or more processors of a first device, cause the first device to:
receive information identifying at least one action, of a set of actions associated with self-support attempts to resolve an issue;
process, with a machine learning model, the information identifying the at least one action to generate respective weights for the at least one action;
generate, based on the respective weights, a score for a communication associated with a second device;
modify, based on the score, a position assigned to the communication in a queue associated with the communication; and
perform, based on modifying the position assigned to the communication in the queue, one or more other actions.