Service management system for processing a request

A method for managing a queue for providing a service, comprising:

• receiving, by a device, a request to facilitate a service interaction involving a user,
• wherein the request includes service information that identifies a service type to be provided in association with the service interaction;
• determining, by the device and based on receiving the request, a priority factor associated with facilitating the service interaction for the user,
• wherein the priority factor is indicative of an ability of the user to engage in the service interaction via a particular type of interface,
• wherein the priority factor is determined based on account activity information associated with a user account of the user, the account activity information corresponding to service interaction information indicative of a set of interface types the user utilized during one or more previous service interactions,
• wherein the priority factor is indicative of at least one of:
• a degree of fraud risk associated with one or more event records of the user account, or
• a degree of adverse risk to a standing of the user account;
• determining, by the device and based on the priority factor and the service information, a priority score associated with facilitating the service interaction,
• wherein the priority score is determined by applying weights to at least one parameter corresponding to the priority factor, and
• wherein the weights are applied in accordance with a scoring system configured according to the service type;
• selecting, by the device and based on the priority score, a queue location of the queue,
• wherein the queue is associated with a provider system that is configured to facilitate the service interaction;
• and
• performing, by the device, an action associated with causing the provider system to facilitate the service interaction according to the queue location.

A non-transitory computer-readable medium storing a set of instructions, the set of instructions comprising:

• one or more instructions that, when executed by one or more processors of a device, cause the device to:
• receive a request to facilitate a service interaction involving a user of a user account,
• wherein a service provider is to provide the user with a service during the service interaction, and
• wherein the request includes service information that identifies a service type to be provided via a particular type of interface associated with a service provider;
• determine, based on previous service interactions involving the user corresponding to service interaction information stored in a service log indicative of a set of interface types the user utilized during the previous service interactions, a first priority factor for facilitating the service interaction, the first priority factor being specific to a provider system and determined based on the particular type of interface associated with the provider system;
• determine, based on event records associated with the user account, a second priority factor for facilitating the service interaction, wherein the event records correspond to at least one occurrence of a transaction associated with the service provider;
• select, based on the first priority factor, a queue associated with a provider system that is configured to facilitate the service interaction;
• determine, based on the first priority factor and the second priority factor, a priority score associated with facilitating the service interaction,
• wherein the priority score is determined by applying weights to a first parameter corresponding to the first priority factor and a second parameter corresponding to the second priority factor, and
• wherein the weights are applied in accordance with the service type;
• select, based on the priority score, a queue location of the queue;
• and
• cause the provider system, associated with the queue, to facilitate the service interaction according to the queue location.