Allocating Resources in Response to Estimated Completion Times for Requests

摘要

Methods, and systems for processing a request sent to a virtual assistant management system and for allocating resources, e.g., computing resources, in response to such requests. One of the methods includes: receiving a request; determining a category of the request; determining actions associated with completing the request; using a machine learning model to estimate an amount of time to complete the request based on the category and the actions associated with completing the request, wherein the machine learning model was trained using features characterizing a previous request that was completed by an agent and the time it took the agent to complete the previous request; and rating an agent's performance based in part on a comparison of an amount of time it takes an agent to complete the request and the estimated amount of time to complete the request generated by the machine learning model.