Dynamic adjustment of service capacity

A system, comprising:

• a processor;
• and
• memory storing components executable or accessible by the processor, the components comprising:
• an intent parameters array that stores one or more intent parameters associated with a user communication;
• a network capacity evaluator configured to estimate a number of future user communications each having at least one similar intent parameter to the one or more intent parameters to be received by a service system, and to evaluate a capacity of user support agents of the service system to handle the estimated number of future user communications;
• and
• a network capacity adjuster configured to identify additional agents that have appropriate skills to handle the future user communications and increasing the capacity of the service system with the identified additional agents if the estimated number of future user communications exceeds the capacity.

One or more non-transitory computer-readable media including computer-executable instructions that, when executed, perform the following:

• receiving a user communication from an electronic device in communication with a cellular network;
• determining one or more intent parameters of the user communication that identify data related to the user communication;
• estimating a number of future user communications each having at least one similar intent parameter to the one or more intent parameters;
• evaluating a capacity of a service system of the cellular network to handle the estimated amount of future user communications, the capacity including a number of agents that are available to resolve issues in the estimated amount of future user communications;
• and
• in response to the estimated number of future user communications exceeding the evaluated capacity, increasing capacity of the service system with additional agents that are capable of resolving the issues.