Prepopulation of call center cache

Patent metadata

Field	Value
Publication number	US-11765252-B2
Application number	US-202117538327-A
Country	US
Kind code	B2
Filing date	Nov 30, 2021
Priority date	Nov 23, 2021
Publication date	Sep 19, 2023
Grant date	Sep 19, 2023

Abstract

A system, process, and computer-readable medium for updating an application cache using a stream listening service is described. A stream listening service may monitor one or more data streams for content relating to a user. The stream listening service may forward the content along with time-to-live values to an application cache. A user may use an application to obtain information regarding the user's account, where the application obtains information from a data store and/or cached information from the application cache. The stream listening service, by forwarding current account information, obtained from listening to one or more streams, to the application cache, reduces traffic at the data store by providing current information from the data stream to the application cache.

First claim

What is claimed is:

1. A computer-implemented method comprising:
receiving, at a server and from an application associated with a user device of a user, user interaction information;
predicting, using a machine-learning model trained on previous interactions of other users with their applications on their user devices and with call centers and based on the received user interaction information, call center information expected to be needed by a call center when responding to an inquiry, associated with the received user interaction information, from the user;
populating a call center cache based on a prediction that the user will contact the call center;
receiving a result of a user interaction between the user and the call center;
storing, in an application cache and with a time-to-live value, first information for the application;
monitoring a data stream of incoming information;
detecting second information in the data stream;
storing, based on the detecting the second information, the second information in the application cache, wherein the second information overwrites the first information and refreshes the time-to-live value;
retraining, based on the result of the user interaction between the user and the call center, the machine-learning model, wherein the retraining of the machine-learning model is based on:
the previous interactions of the other users with their applications on their user devices and with the call centers;
the received user interaction information; and
the result of the user interaction between the user and the call center; and

repopulating, based on the retraining of the machine-learning model, based on an updated prediction that the user will contact the call center, and based on the detection of the second information in the data stream the call center cache.

2. The computer-implemented method of claim 1 , further comprising:
detecting third information in the data stream associated with the user, wherein the third information comprises information not currently stored in the application cache;
storing, based on the detecting the third information, the third information in the application cache, wherein the third information receives a second time-to-live value; and
receiving, from the application, a request for the second information and the third information; and,
sending, based on the request for the second and the third information, the second information and the third information.

3. The computer-implemented method of claim 1 , further comprising:
receiving, from the application, a request for third information associated with the user;
determining the application cache does not currently store the third information;
receiving, from the server, the third information and a second time-to-live value;
storing, in the application cache, the third information and the second time-to-live value; and
sending, to the application, the third information.

4. A computer-implemented method comprising:
receiving, at a server and from an application associated with a user device of a user, user interaction information;
predicting, using a machine-learning model trained on previous interactions of other users with their applications on their user devices and with call centers and based on the received user interaction information, call center information expected to be needed by a call center when responding to an inquiry, associated with the received user interaction information, from the user;
populating a call center cache based on a prediction that the user will contact the call center;
receiving a result of a user interaction between the user and the call center;
receiving, at the server and from the application, a request for first information associated with the user;
storing the first information in an application cache, wherein the application cache assigns a first time-to-live (TTL) value to the first information;
monitoring a data stream of incoming information;
detecting second information in the data stream;
storing, based on the detecting the second information, the second information in the application cache, wherein the second information overwrites the first information and refreshes the first TTL value;
retraining, based on the result of the user interaction between the user and the call center, the machine-learning model, wherein the retraining of the machine-learning model is based on:
the previous interactions of the other users with their applications on their user devices and with the call centers;
the received user interaction information; and
the result of the user interaction between the user and the call center; and

repopulating, based on the retraining of the machine-learning model, based on an updated prediction that the user will contact the call center, and based on the detection of the second information in the data stream, the call center cache.

5. The computer-implemented method of claim 4 , further comprising:
determining, at the application cache, that the first information, of the user, is not currently stored in the application cache;
sending, to a data store and based on a determination that the first information of the user is not currently stored in the application cache, a request for the first information;
receiving, from the data store, the first information;
determining, based on the received first information, a second TTL value for the first information received from the data store;
storing, in the application cache, the first information and the second TTL value; and
sending the first information to the application.

6. The computer-implemented method of claim 5 ,
wherein the first TTL value and the second TTL value are the same.

7. The computer-implemented method of claim 5 ,
wherein the first TTL value and the second TTL value are different.

8. The computer-implemented method of claim 4 , further comprising:
determining, at the server and from the data stream, third information;
storing, in the application cache, the third information and a third TTL value;
determining, at the server and from the data stream, fourth information;
updating, based on the fourth information, the third information; and
storing an updated third TTL value associated the third information.

9. The computer-implemented method of claim 8 ,
wherein the third information is associated with a current account balance of the user, and
wherein the fourth information comprises a change in the current account balance, and
wherein updating, based on the fourth information, the current account balance results in an updated account balance.

10. The computer-implemented method of claim 4 , further comprising:
determining, from a table and for the first information, the first TTL value associated with the first information.

11. The computer-implemented method of claim 4 , further comprising:
determining, at the server, a third information in the data stream;
based on a determination of the third information in the data stream, sending, to a data store, a request for fourth information, associated with the user;
receiving, from the data store, the fourth information, associated with the user;
determining, based on the fourth information, a second TTL value;
storing, in the application cache, the fourth information and the second TTL value;
receiving, from the application, a request for the fourth information; and
sending, to the application, the fourth information.

12. The computer-implemented method of claim 11 , wherein the fourth information indicates:
a transaction associated with the user has been declined,
a change in behavior of the user, or

Assignees

• Capital One Services Llc

Inventors

• Gupta Prateek
• Wu Samuel
• Wyman Zachary
• Ordonez Ramiro

Classifications

• H04L67/5682 Primary

  Policies or rules for updating, deleting or replacing the stored data · CPC title

• H04L47/286

  Time to live · CPC title

• H04L49/206

  Real Time traffic · CPC title

• H04L45/742

  Route cache; Operation thereof · CPC title

• H04L67/568

  Storing data temporarily at an intermediate stage, e.g. caching · CPC title