A
system for reducing call wait times by dynamically managing communication channels includes a memory and a processor. The memory stores
user profile data, prioritization rules, channel selection criteria, and operational instructions. The processor analyzes a first
audio signal from an incoming call to identify the call's intent using a large
language model. The
system determines the call's priority level based on the identified intent, the user's identity, and the prioritization rules, which map the set of intents, user identities, and call priorities. Based on the determined priority level and channel selection criteria, the processor identifies the optimal
communication channel, such as a virtual audio channel. The processor receives a second
audio signal, converts it to text transcript, processes the text with a virtual assistant large
language model to generate a response, converts the text response to audio using text-to-voice instructions, and transmits the audio output back to the user.