Back to results
US 2025/0156980 A1Published application
Systems and methods for triaging high risk messages
AssigneeCrisis Text Line, Inc.
InventorsAnkit Gupta, Shayne Martin, Mateo Garcia, Shairi Turner-Davis
Life of this patent
Estimating the term…
Abstract
The present invention provides a system which comprises a database of previous interactions between help line users and help line responders. The database allows call response centers to review call interaction data and provide scores to individual users, real-time interactions, and call responders.
Claims18
A system for training and assisting help line responders, the system comprising:
- a database comprising:
- data from previous interactions between help line users and help line responders, the interactions comprising help line user communications and help line responder communications, and
- efficacy scores for help line responder communications calculated from the content of each previous interaction;
- a training module developed from the database configured to:
- output simulated help line user communications to trainees;
- accept a response to the output entered by a help line responder using the training module in real-time;
- evaluate the effectiveness of help line responder communications by dynamically assigning an efficacy score to each response entered by a help line responder in real-time;
- and
- provide recommended responses to help line responders in real-time.
6 more elements
A system for help line risk assessment, the system comprising:
- a database comprising:
- data from previous interactions between help line users and help line responders, the interactions comprising help line user communications and help line responder communications, and
- intensity scores for previous interactions based on the content of help line user communication and help line responder communications;
- a machine learning module trained on the database, the machine learning module configured to dynamically assign an intensity score to new interactions based on user communications and responder communications;
- and
- an assignment module which receives help line responder preferences regarding interaction intensity in real time;
- wherein when the system receives help line user communications then the assignment module receives an intensity score for the interaction from the machine learning module based on the help line user communications and assigns the help line user to a help line responder based on the help line responder's preferences.
4 more elements
5-7. (canceled)
(canceled)
A system for help line assessment, the system comprising:
- a database comprising:
- data from previous interactions between help line users and help line responders, the interactions comprising help line user communications and help line responder communications,
- categories for help line interactions;
- categorizations into the categories for previous interactions based on help line user communications, help line user inputs, help line responder communications, and help line responder inputs;
- a machine learning module trained on the database, the machine learning module configured to dynamically assign interactions into one or more categories based on user communications and/or responder communications in real-time;
- and
- an assignment module which receives in real time help line responder preferences regarding categories for help line interactions, wherein the assignment module receives help line responder preferences in real time;
- wherein when the system receives help line user communications then the assignment module receives in real-time one or more categories for the interaction from the machine learning module based on the help line user communications and assigns the help line user to a help line responder based on help line responder preferences.
5 more elements
15-17. (canceled)
Dependencies are inferred from the claim text.