US Patent 11790177 Communication classification and escalation using machine learning model

Systems and methods are disclosed for communication classification and escalation using a machine learning model. Metadata for a communication is obtained along with features of the content in the communication. Using a machine learning model, a likelihood that the communication comprises suspicious content or a topic of interest is determined from the metadata and or a communication transcript. If the likelihood that the communication comprises suspicious content or a topic of interest is at or above a predetermined threshold, then the communication is marked for review by a human agent; otherwise, the communication is ignored. A communication may have suspicious content or a topic of interest based upon the presence of keywords in the communication transcript either alone or in combined with metadata or other features of the content in the communication. The one or more keywords may be associated with illegal or unauthorized items, activities, or behaviors.