Systems and methods to prioritize agent inbox using traffic signal pattern for digital channels

A method for prioritizing customer interactions, which comprises:

• receiving a transcript of a first customer interaction in an agent inbox;
• extracting, in real-time, keywords from the transcript;
• comparing, in real-time by an artificial intelligence (AI) model, the extracted keywords to keywords in a customized historical database;
• calculating, in real-time by the AI model, a priority score of the first customer interaction based on the comparison;
• assigning, in real-time by the AI model, a priority to the first customer interaction based on the calculated priority score;
• and
• applying, in real-time, a visual indicator on the first customer interaction in the agent inbox, wherein the visual indicator corresponds to the assigned priority of the first customer interaction.

A non-transitory computer-readable medium having stored thereon computer-readable instructions executable by a processor to perform operations which comprise:

• receiving a transcript of a first customer interaction in an agent inbox;
• extracting, in real-time, keywords from the transcript;
• comparing, in real-time by an artificial intelligence (AI) model, the extracted keywords to keywords in a customized historical database;
• calculating, in real-time by the AI model, a priority score of the first customer interaction based on the comparison;
• assigning, in real-time by the AI model, a priority to the first customer interaction based on the calculated priority score;
• and
• applying, in real-time, a visual indicator on the first customer interaction in the agent inbox, wherein the visual indicator corresponds to the assigned priority of the first customer interaction.