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

Claim 9:
10. A system for determining a queue position of a call for a user comprising:
a server configured to:
receive, at an enterprise, the call from a user device associated with the user, wherein the user device includes an application associated with the enterprise;
place the call into an on-hold queue;
receive, 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;
determine a weighted level of importance associated with the call based on call history information associated with the user device and the received sensor data;
compare the weighted level of importance to at least one weight threshold; and
decrease a wait time for the call based on the weighted level of importance meeting or exceeding the at least one weight threshold.