Call Hold Duration Estimation Using Historical Data

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Solution Overview

Problem

Existing systems do not provide accurate estimates of hold durations for calls before they are initiated, leading to inefficiencies and frustration for users.

Innovation Solution

A computer-implemented method that determines and displays estimated hold durations for calls by obtaining an identifier of a target entity and using previous call data to calculate the hold duration, which can be displayed by a call device before the call is initiated.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Productivity

If hold duration estimates are provided before calls are initiated, then users can plan and schedule calls more efficiently, but system resources are consumed by calculating and storing previous call data

Engineering Contradiction:

Improvecall scheduling efficiencyVSAvoidsystem resource consumption

Core Design Contradiction:

ProductivityVSLoss of energy

Solution Approach 1:

The system performs preliminary calculations of hold duration estimates based on previous call data before calls are initiated. By pre-calculating and storing these estimates, the system enables users to plan and schedule calls efficiently without consuming resources during the actual call initiation process.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The system creates simplified copies of historical call data in the form of pre-calculated hold duration estimates. These copies are stored and reused for multiple call planning scenarios, avoiding the need to re-process original call data repeatedly and thus conserving system resources.

Inventive Principle:

Principle #26Copying

2Reliability

If multiple call attempts are made due to inaccurate hold duration estimates, then users may eventually reach a human agent, but time is wasted and user frustration increases

Engineering Contradiction:

Improvehold duration estimation accuracyVSAvoidtotal call setup time

Core Design Contradiction:

ReliabilityVSLoss of time

Solution Approach 1:

The system uses feedback from actual call outcomes to continuously improve hold duration estimates. By analyzing whether calls resulted in successful agent connections and comparing actual versus estimated hold times, the system refines its prediction accuracy, reducing the need for multiple call attempts and associated time waste.

Inventive Principle:

Principle #23Feedback

3Measurement precision

If hold duration data from previous calls is collected and analyzed, then accurate estimates can be provided, but device complexity increases due to data storage and processing requirements

Engineering Contradiction:

Improvehold duration estimation accuracyVSAvoiddata storage and processing complexity

Core Design Contradiction:

Measurement precisionVSDevice complexity

Solution Approach 1:

The system extracts only the essential features from previous call data that are most predictive of hold duration, such as time of day, day of week, and call type. By focusing on these key variables rather than storing and processing complete call records, the system maintains high estimation accuracy while reducing data storage and processing complexity.

Inventive Principle:

Principle #2Taking out (Extraction)

Data Source

PatentUS12267462B2Determination and display of estimated hold durations for calls

Publication Date: 2025.04.01 GOOGLE LLC

AI summary

Implementations relate to determination and display of estimated hold durations for calls. In some implementations, a computer-implemented method includes obtaining an identifier of a target entity, the identifier usable by a first call device to initiate a call between the first call device and the target entity. A hold duration is determined that is an estimated amount of time before the call is matched to a human agent when the call is initiated at a particular time that is prospective to a current time. The hold duration is determined based on previous calls between one or more call devices and the target entity. The hold duration is provided for display by the first call device prior to the initiation of the call between the first call device and the target entity.