Abstract: Machine learning-based approaches are used to automatically establish customer support sessions and/or assign customer support requests to customer support agents or other appropriate resources. For example, during a customer support session between a customer and a customer support agent, a trained model can process session data obtained during the session to determine prediction information (e.g., a next message prediction score, a predicted time for receiving a next message, a capacity score, etc.) The prediction information can be compared to an appropriate threshold to determine whether to establish a customer support session and/or assign a customer support request to the agent, even though the agent may otherwise be considered at capacity. In the situation it is determined to establish a session and/or assign a request to the agent, a session can be established and/or a request can be assigned to the agent based on scheduling or other information.

Abstract: Machine learning-based approaches are used to automatically establish customer support sessions and/or assign customer support requests to customer support agents or other appropriate resources. For example, during a customer support session between a customer and a customer support agent, a trained model can process session data obtained during the session to determine prediction information (e.g., a next message prediction score, a predicted time for receiving a next message, a capacity score, etc.) The prediction information can be compared to an appropriate threshold to determine whether to establish a customer support session and/or assign a customer support request to the agent, even though the agent may otherwise be considered at capacity. In the situation it is determined to establish a session and/or assign a request to the agent, a session can be established and/or a request can be assigned to the agent based on scheduling or other information.