Patent ID: 11962717
Assignee: UNITED SERVICES AUTOMOBILE ASSOCIATION (USAA)
Field: Telecommunications (Electrical engineering)
Classification: CPC H | IPC H

Claim 0:
1. A method of determining a queue position of a call for a user, the method comprising:
receiving, at an enterprise, the call from a user device associated with the user, wherein the user device includes an application associated with the enterprise;
placing the call into an on-hold queue;
receiving, at the enterprise, sensor data associated with the user device from one or more sensors associated with the user, the sensor data being indicative of a traffic state and/or health data of the user;
determining a weighted level of importance associated with the call based on call history information associated with the user device and the received sensor data;
comparing the weighted level of importance to at least one weight threshold; and
decreasing a wait time for the call based on the weighted level of importance meeting or exceeding the at least one weight threshold.