Patent ID: 11936606
Assignee: CAPITAL ONE SERVICES, LLC
Field: Digital communication (Electrical engineering)
Classification: CPC H  G | IPC G  H

Claim 4:
5. A method for using machine learning, the method comprising:
receiving a message comprising text and metadata indicating a sender of the message, a user device intended to receive the message, and a timestamp; and
generating, via one or more machine learning models, a sentiment identifier and an urgency level associated with the message, wherein the generating a sentiment identifier and an urgency level comprises:
generating a vector representation of the message, wherein the vector representation is indicative of the text and the metadata of the message;
inputting the vector representation into a sentiment detection model to obtain a sentiment identifier associated with the message; and
inputting the vector representation into an urgency detection model to obtain an urgency level associated with the message; and

inputting an indication of the sentiment identifier, the urgency level, the timestamp, and user device information into a response prediction model to obtain a predicted response time for the message.