# US 12,182,823 B2 · Service management system for processing a request

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- Number: US 12,182,823 B2
- Document ID: US12182823B2
- Status: Granted
- Kind: B2
- Application number: 17/302,783
- Filed: 2021-05-12
- Published: 2022-11-17
- Granted: 2024-12-31
- Earliest claimed: 2021-05-12
- Assignees: Capital One Services, LLC
- Applicants: Capital One Services, LLC
- Inventors: Jude Pierre Anasta; Abdelkader M'Hamed Benkreira; Tyler Maiman
- Web page: https://patentgrep.com/patent/US12182823B2

## CPC

- G06Q 30/016: After-sales
- G06F 16/24578: {using ranking}
- G06F 16/9535: Search customisation based on user profiles and personalisation
- G06Q 10/109: Time management, e.g. calendars, reminders, meetings or time accounting
- H04L 67/535: {Tracking the activity of the user (network monitoring arrangements H04L43/00; recording of computer activity G06F11/34)}
- G06Q 20/1085: {involving automatic teller machines [ATMs]}
- G06Q 20/18: involving self-service terminals [SST], vending machines, kiosks or multimedia terminals
- G06Q 20/326: {Payment applications installed on the mobile devices}
- G06Q 20/4016: {involving fraud or risk level assessment in transaction processing}
- G06Q 40/02: Banking, e.g. interest calculation or account maintenance (credit or loans G06Q40/03)
- H04L 67/02: based on web technology, e.g. hypertext transfer protocol [HTTP]
- H04L 67/306: User profiles
- H04L 67/60: Scheduling or organising the servicing of application requests, e.g. requests for application data transmissions using the analysis and optimisation of the required network resources (admission control or resource allocation H04L47/70)
- G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N)
- H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M)

## Abstract

In some implementations, a system may receive a request to facilitate a service interaction involving a user. The system may determine, based on receiving the request, a priority factor associated with facilitating the service interaction for the user. The priority factor may be determined based on account activity information associated with a user account of the user. The system may determine, based on the priority factor and service information, a priority score associated with facilitating the service interaction. The system may select, based on the priority score, a queue location of a queue. The queue may be associated with a provider system that is configured to facilitate the service interaction. The system may perform an action associated with causing the provider system to facilitate the service interaction according to the queue location.

## Claims

### Claim 1

A system for managing a queue for providing a service, the system comprising:
one or more memories; and
one or more processors, coupled to the one or more memories, configured to:
maintain account activity information associated with one or more previous service interactions involving a user of a user account, the account activity information corresponding to service interaction information stored in a service log indicative of a particular type of interface the user utilized during the one or more previous service interactions;
determine, based on the account activity information, a priority factor associated with facilitating a service interaction involving the user,
wherein the priority factor is indicative of an ability of the user to engage in the service interaction via the particular type of interface;
receive a request to facilitate the service interaction involving the user,
wherein the request includes service information that identifies a service type to be provided in association with the service interaction;
determine, 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 the service type;
select, based on the priority score, a queue location of the queue,
wherein the queue is used to facilitate service interactions with one or more other users via a provider system; and
perform an action associated with causing the provider system to facilitate the service interaction according to the queue location.

### Claim 2 (depends on 1)

The system of claim 1, wherein the provider system is accessible via the particular type of interface.

### Claim 3 (depends on 1)

The system of claim 1, wherein the particular type of interface includes an application of a user device.

### Claim 4 (depends on 1)

The system of claim 1, wherein the priority score is determined based on another priority factor that is determined based on one or more event records associated with the user account, and
wherein the other priority factor is indicative of a degree of fraud risk involving the user account that is determined based on one or more characteristics of at least one of the one or more event records.

### Claim 5 (depends on 1)

The system of claim 1, wherein the priority score is determined based on another priority factor that is determined based on one or more event records associated with the user account, and
wherein the other priority factor is indicative of a degree of adverse risk to a standing of the user account that is determined based on one or more characteristics of at least one of the one or more of the event records.

### Claim 6 (depends on 1)

The system of claim 1, wherein the queue is one of a plurality of queues,
wherein the queue and another queue, of the plurality of queues, are associated with different types of interfaces, and
wherein the queue is selected based on the priority factor indicating that the user is more capable of using the particular type of interface than another interface that is associated with the other queue.

### Claim 7 (depends on 1)

The system of claim 1, wherein the one or more processors, to perform the action, are configured to at least one of:
send, to the provider system, scheduling information that includes an identifier of the user account and that identifies the queue location; and
send a service interaction notification that identifies the queue location and the provider system.

### Claim 8 (depends on 1)

The system of claim 1, wherein the one or more processors, to perform the action, are configured to:
send, to a user device, a feedback request associated with the queue location and the provider system;
receive, from the user device, feedback that confirms the queue location or the provider system; and
send, to the provider system, a scheduling notification that includes an identifier of the user account and that identifies the queue location.

### Claim 9

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.

### Claim 10 (depends on 9)

The method of claim 9, wherein the priority score is determined based on another priority factor that is determined based on service interaction information that is associated with one or more previous service interactions involving the user, and
wherein the other priority factor is indicative of an ability of the user to engage in the service interaction via the particular type of interface of the provider system.

### Claim 11 (depends on 9)

The method of claim 9, wherein the priority score is indicative of a priority that is to be assigned to the user in association with facilitating the service interaction via the provider system,
wherein the priority is relative to other users of the provider system, and
wherein the provider system is identified in the request.

### Claim 12 (depends on 9)

The method of claim 9, wherein the queue is one of a plurality of queues, and
wherein the queue is selected based on at least one of:
the priority factor,
the service information, or
the priority score.

### Claim 13 (depends on 9)

The method of claim 9, wherein performing the action comprises:
providing, to the provider system, a notification that includes an identifier of the user account and that identifies the queue location to permit the provider system to schedule the service interaction according to the queue location.

### Claim 14 (depends on 9)

The method of claim 9, wherein performing the action comprises:
sending, to a user device, a feedback request associated with the queue location and the provider system;
receiving, from the user device, feedback that confirms the queue location or the provider system; and
sending, to the provider system, a scheduling notification that includes an identifier of the user account and that identifies the queue location.

### Claim 15

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.

### Claim 16 (depends on 15)

The non-transitory computer-readable medium of claim 15, wherein the first priority factor indicates an ability of the user to utilize the particular type of interface configured to facilitate the service interaction involving the user.

### Claim 17 (depends on 15)

The non-transitory computer-readable medium of claim 15, wherein the first priority factor is further determined based on account activity information of the user account indicating that the user previously utilized the particular type of interface during one or more of the previous service interactions.

### Claim 18 (depends on 15)

The non-transitory computer-readable medium of claim 15, wherein the second priority factor is indicative of a degree of fraud risk involving the user account that is determined based on a characteristic of at least one of the event records.

### Claim 19 (depends on 15)

The non-transitory computer-readable medium of claim 15, wherein the second priority factor is indicative of a degree of an adverse risk to a standing of the user account that is determined based on a characteristic of at least one of the event records.

### Claim 20 (depends on 15)

The non-transitory computer-readable medium of claim 15, wherein the one or more instructions, that cause the provider system to facilitate the service interaction, cause the device to:
send, to the provider system, a scheduling notification that includes an identifier of the user account and that identifies the queue location, or
send, to a user device, a service interaction notification that identifies the queue location and the provider system.