Analyzing monitoring system events using natural language processing (NLP)

A system, comprising:

• at least one processor;
• and
• at least one computer-readable storage medium comprising a plurality of instructions that, when executed by the at least one processor, cause the at least one processor to:
• determine an urgency level for a message by at least inputting data associated with the message into a natural language processing (NLP) model;
• order the message relative to a plurality of other messages in a customer queue based at least in part on the urgency level for the message;
• determine a resolution type based at least in part on the message;
• retrain the NLP model based at least in part on the resolution type;
• determine an alert to be transmitted to a first responder based at least in part on the NLP model;
• determine a plurality of messages associated with the message;
• input the plurality of messages to another NLP model to determine:
• a performance level of an agent associated with at least one of the plurality of messages;
• and
• an effectiveness level of an event disposition;
• determine an NLP model update based on the event disposition;
• input voice data associated with a voice call to the another NLP model to prioritize the voice call, the another NLP model being configured to detect an emotion of a person associated with the voice data;
• and
• cause transmission of the message to at least one agent device of a plurality of agent devices, the at least one agent device being selected based on the NLP model.