Automated Call Assistant for IVR Navigation and Wait-Time Reduction

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Solution Overview

Problem

Users face long wait times and unnecessary network resource consumption when initiating telephone calls, as voice assistants often engage in inefficient interactions with human representatives or IVR systems, leading to increased network traffic.

Innovation Solution

An automated call assistant initiates and conducts telephone calls on behalf of users, offering task suggestions and natural language input options before the call, and generates synthesized speech during the call, optimizing resource usage and call efficiency.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Loss of time

If users manually initiate telephone calls, then they can communicate with entities, but they experience long wait times and increase network resource consumption

Engineering Contradiction:

Improvewait timeVSAvoidcall initiation efficiency

Core Design Contradiction:

Loss of timeVSProductivity

Solution Approach 1:

The automated call assistant performs preliminary actions by proactively initiating telephone calls on behalf of users before they manually dial. The system determines task requirements, selects appropriate entities, and establishes connections automatically, eliminating the need for users to manually initiate calls and reducing wait times while optimizing network resource usage.

Inventive Principle:

Principle #10Preliminary action

2Productivity

If voice assistants automate telephone calls, then call initiation efficiency improves, but computational and network resources are wasted in inefficient interactions

Engineering Contradiction:

Improvecall initiation efficiencyVSAvoidcomputational and network resource waste

Core Design Contradiction:

ProductivityVSLoss of energy

Solution Approach 1:

The automated call assistant incorporates feedback mechanisms to monitor and evaluate the efficiency of telephone call interactions. The system receives feedback about interaction quality, entity responsiveness, and task completion status, then uses this information to optimize future call initiation decisions, resource allocation, and interaction strategies, thereby reducing computational and network resource waste.

Inventive Principle:

Principle #23Feedback

Solution Approach 2:

The system dynamically changes operational parameters such as call timing, interaction duration, and resource allocation based on real-time conditions. By adjusting these parameters adaptively, the automated call assistant optimizes the balance between call initiation efficiency and resource consumption, preventing waste while maintaining high productivity.

Inventive Principle:

Principle #35Parameter changes

3Ease of operation

If users provide additional inputs to interact with IVR systems, then they can navigate complex systems, but the interaction complexity increases

Engineering Contradiction:

ImproveIVR interaction easeVSAvoidinteraction complexity

Core Design Contradiction:

Ease of operationVSDevice complexity

Solution Approach 1:

The automated call assistant serves as an intermediary between users and complex IVR systems. It translates simple user intentions into appropriate IVR navigation commands, handles complex interaction patterns automatically, and presents simplified interfaces to users. This mediator approach reduces interaction complexity for users while maintaining ease of operation with sophisticated IVR systems.

Inventive Principle:

Principle #24Intermediary (Mediator)

Applied Scientific Principles

This section explains which scientific principles are used to turn an abstract innovation direction into a practical engineering solution.

Function Achieved in This Case

Reduces computational and network resource waste by automating calls, minimizing wait times, and enhancing call efficiency through intelligent task determination and interaction with entities.

Implementation Method 1

The automated call assistant can generate, based on the task to be performed on behalf of the user, one or more instances of synthesized speech audio data that capture synthesized speech of the automated call assistant

Methodology Applied

Scientific EffectText-to-speech synthesis:

Data Source

PatentUS12581015B2Automating telephone call(s) on behalf of user(s)

Publication Date: 2026.03.17 GOOGLE LLC

AI summary

Some implementations receive user input from a user to initiate a telephone call with an entity, and determine whether a voice assistant is able to automate the telephone call with the entity on behalf of the user. In response to determining that the voice assistant is able to automate the telephone call with the entity, these implementations can, prior to the telephone call being initiated, cause an automated telephone call suggestion element to be rendered via the client device. In response to receiving a user selection of the automated telephone call suggestion element, these implementations can determine a task to be performed on behalf of the user during the telephone call, and cause the voice assistant to initiate and conduct the telephone call to perform the task on behalf of the user.