Patent ID: 11902468
Assignee: AMERICAN EXPRESS TRAVEL RELATED SERVICES COMPANY, INC.
Field: Computer technology (Electrical engineering)
Classification: CPC H  G | IPC G  H

Claim 14:
15. A system, comprising:
a computing device comprising a processor and a memory; and
machine-readable instructions stored in the memory that, when executed by the processor, cause the computing device to at least:
receive a communication request from a client device, the communication request being associated with a user account;
determine that the communication request is for a first interaction with the computing device;
establish a data communication session, via a messaging application, between an agent client device of an agent and the client device based at least in part on the determination the communication request is for the first interaction with the computing device;
identify a message from the client device in the data communication session;
generate a first category score of a set of user scores based at least in part on a first machine learning model and text from the message;
generate a second category score of the set of user scores based at least in part on a second machine learning model and the text from the message;
determine a user segment classification for the user account based at least in part on the set of user scores; and
store the user segment classification in association with the user account.