Analyzing monitoring system events using natural language processing (NLP)
A language device is described. A language device includes processing circuitry configured to: determine an urgency level of a message based at least in part on a natural language processing (NLP) model; determine a priority of an event associated with the message based at least in part on the urgency level; and order the message relative to a plurality of other messages in a customer queue based at least in part on the priority of the event associated with the message.
1 . 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.