Patent ID: 11972446
Assignee: CAPITAL ONE SERVICES, LLC
Field: IT methods for management (Electrical engineering)
Classification: CPC G | IPC G

Claim 0:
1. A system for predicting communication channels or communication timing based on user engagement, the system comprising:
one or more memories; and
one or more processors, communicatively coupled to the one or more memories, configured to:
receive historical information associated with user engagement with one or more historical communications associated with a user account;
train a communication management machine learning model, using the historical information, to predict at least one of preferred communication channels, preferred communication timings, or preferred communication content associated with the user account, wherein the historical information includes:
a rate at which a user responds to the one or more historical communications, and
a successful delivery rate associated with the one or more historical communications;

obtain a communication associated with the user account;
determine, using the communication management machine learning model, at least one of a timing, a communication channel, or a content of the communication based on providing one or more inputs to the communication management machine learning model;
obtain template content associated with the communication;
customize the template content to obtain the content of the communication based on a recommendation received from the communication management machine learning model,
wherein customizing the template content includes extracting time sensitive information that is specific to the user account and placing the time sensitive information at a start of the communication, and
wherein the communication includes other information after the time sensitive information;

transmit the communication including the content or using the timing or the communication channel;
receive feedback information indicative of one or more events associated with user engagement with the communication; and
re-train the communication management machine learning model using a feedback loop that includes providing the feedback information, and outputs of the communication management machine learning model, to the communication management machine learning model as inputs to re-train the communication management machine learning model.