Patent ID: 11882010
Assignee: CAPITAL ONE SERVICES, LLC
Field: Digital communication (Electrical engineering)
Classification: CPC H  G | IPC G  H

Claim 0:
1. A method, comprising:
receiving, by a first device, information identifying at least one action of a set of actions associated with self-support attempts to resolve an issue;
processing, by the first device and with a machine learning model, the information identifying the at least one action to generate respective weights for the at least one action;
generating, by the first device and based on generating the respective weights for the at least one action, a score for a communication associated with a second device;
modifying, by the first device and based on the score, a position assigned to the communication in a queue associated with the communication; and
performing, by the first device and based on modifying the position assigned to the communication in the queue, one or more other actions.