Categorizing calls using early call information systems and methods

A computer-implemented method to categorize a received call, the method comprising:

• receiving, at a network server, from a calling device, a call;
• receiving, at the network server, before acceptance of the call, early call information,
• wherein the early call information is different from the call, and
• wherein the early call information includes audio information, visual information, or both, associated with the calling device;
• identifying, at the network server, based at least in part on the early call information, at least one call characteristic of the received call,
• wherein the at least one call characteristic includes a purpose or topic associated with the received call;
• determining, at the network server, a category of the received call using the at least one call characteristic of the received call;
• and
• assigning, at the network server, a relative priority of the received call based on the determined category of the received call,
• wherein the relative priority of the received call prioritizes the received call for response relative to at least one other call.

A computing system comprising:

• at least one hardware processor;
• and
• at least one non-transitory memory carrying instructions that, when executed by the at least one hardware processor, cause the computing system to perform operations comprising:
• access, at a network server, call data for a set of calls,
• wherein the call data includes, for at least a subset of the set of calls, early call information associated with each call in the subset of calls,
• wherein the early call information includes, for each call in the subset of calls, audio information, visual information, or both collected via a calling device that initiated the call and before acceptance of the call by a receiving device, and
• wherein the call data includes at least one category for each call in the subset of calls;
• generate, at the network server, using the call data from the subset of calls, a training dataset,
• wherein the computing system is further caused to identify at least one call characteristic of each call in the subset of calls based on the early call information of the call, and
• wherein the at least one call characteristic includes a topic or purpose associated with the call;
• and
• train, at the network server, using the generated training dataset, a machine learning model to categorize one or more received calls based, at least in part, on early call information associated with the one or more received calls.