Urgency-based queue management systems and methods

A system, comprising:

• one or more processors;
• and
• memory in communication with the one or more processors and storing instructions that are configured to cause the system to:
• receive, from a voice call initiated via a mobile application of a user device associated with a user, one or more messages comprising a user intent;
• determine a first queue from a plurality of queues in which to place the user based on the user intent;
• receive first urgency data from the user device via the mobile application of the user device, the first urgency data being captured by the mobile application of the user device and comprising a battery level indication and an indication of whether the user device is charging;
• determine, using a machine learning model, a first dynamic priority score for the user based on the user intent and the first urgency data, wherein the machine learning model is configured to not consider the battery level indication when determining a dynamic priority score when received urgency data provides an indication that the user device is charging;
• assign an initial user-specific position within the first queue to the user based on the first dynamic priority score for the user, the initial user-specific position being different from a default initial position in the first queue;
• and
• iteratively:
• receive updated urgency data from the user device wherein the updated urgency data is obtained by the mobile application of the user device in real time during the voice call;
• determine, using the machine learning model, an updated dynamic priority score for the user based on the user intent and the updated urgency data;
• determine whether to assign a new user-specific position within the first queue to the user based on the updated dynamic priority score;
• and
• dynamically reassign one or more user positions in the first queue in response to determining to assign a new user-specific position within the first queue to the user based on the updated dynamic priority score.

A method comprising:

• receiving, from a voice call initiated via a mobile application of a user device associated with a user, one or more utterances or messages comprising a user intent;
• determining a first queue from a plurality of queues in which to place the user based on the user intent;
• receiving first urgency data from the user device via the mobile application of the user device, the first urgency data being captured by the mobile application of the user device and comprising a battery level indication and an indication of whether the user device is charging;
• determining, using a machine learning model, a first dynamic priority score for the user based on the user intent and the first urgency data, wherein the machine learning model is configured to not consider the battery level indication when determining a dynamic priority score when received urgency data provides an indication that the user device is charging;
• assigning an initial user-specific position within the first queue to the user based on the first dynamic priority score for the user, the initial user-specific position being different from a default initial position in the first queue;
• and
• iteratively:
• receiving updated urgency data from the user device, wherein the updated urgency data is obtained by the mobile application of the user device in real time during the voice call;
• determining, using the machine learning model, an updated dynamic priority score for the user based on the user intent and the updated urgency data;
• determining whether to assign a new user-specific position within the first queue to the user based on the updated dynamic priority score;
• and
• dynamically reassigning one or more user positions in the first queue in response to determining to assign a new user-specific position within the first queue to the user based on the updated dynamic priority score.