Dynamic IVR Route Estimation for Lower Wait Times

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Solution Overview

Problem

Existing call systems face inefficiencies in load management and IVR route selection, leading to prolonged wait times, increased call abandonment rates, and suboptimal utilization of network resources, affecting both users and entities.

Innovation Solution

Implementing an automated assistant that provides estimated IVR route times and dynamic updates based on real-time data, allowing users to make informed decisions about their calls, thereby optimizing network resource usage.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Loss of time

If existing call systems use traditional IVR routing without real-time data, then system complexity remains low, but user wait times increase and network resources are inefficiently utilized

Engineering Contradiction:

Improveuser wait timesVSAvoidsystem complexity

Core Design Contradiction:

Loss of timeVSDevice complexity

Solution Approach 1:

The system performs preliminary actions by providing users with estimated IVR route times before they initiate calls, allowing users to make informed decisions about whether to proceed with the call or wait for better times. This preliminary information delivery reduces actual call wait times and network resource consumption while maintaining manageable system complexity through predictive algorithms.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The system implements feedback mechanisms by continuously monitoring actual IVR route durations and using this data to refine future time estimates. This feedback loop enables progressively more accurate predictions, reducing user wait times over time without requiring proportionally increased system complexity.

Inventive Principle:

Principle #23Feedback

2Productivity

If call systems do not provide real-time IVR route information, then device resource consumption remains low, but users experience prolonged wait times and increased call abandonment

Engineering Contradiction:

Improvenetwork resource utilizationVSAvoiddevice resource consumption

Core Design Contradiction:

ProductivityVSUse of energy by stationary object

Solution Approach 1:

The system applies partial action by providing selective real-time information only for IVR routes that are likely to cause significant wait times or resource consumption. This targeted approach improves network resource utilization for critical routes while avoiding the excessive resource consumption that would result from providing comprehensive real-time data for all possible routes.

Inventive Principle:

Principle #16Partial or excessive action

Solution Approach 2:

The system changes parameters by dynamically adjusting the level of information provided based on current network conditions, call volume, and predicted wait times. During high-demand periods, the system provides more detailed real-time IVR route information to help users make informed decisions, while during low-demand periods it reduces information delivery to conserve device resources.

Inventive Principle:

Principle #35Parameter changes

3Ease of operation

If automated assistants provide comprehensive IVR route information, then user decision-making improves, but computational resources and network bandwidth are consumed

Engineering Contradiction:

Improveuser decision-making capabilityVSAvoidcomputational resource consumption

Core Design Contradiction:

Ease of operationVSUse of energy by moving object

Solution Approach 1:

The system segments IVR route information into priority levels, providing comprehensive detailed information for critical routes while providing summarized or aggregated information for less critical routes. This segmentation enables improved user decision-making for important calls while reducing computational resource consumption by avoiding the processing and transmission of detailed information for all routes equally.

Inventive Principle:

Principle #1Segmentation

Data Source

PatentUS12464074B2Dynamic interactive voice response (IVR) route estimation to reduce telephone network traffic

Publication Date: 2025.11.04 GOOGLE LLC

AI summary

Implementations disclosed herein optimize performance of phone calls where users interact with interactive voice response (IVR) systems. By utilizing dynamic wait time statistics and intelligent call management techniques, these implementations minimize wait times and reduce telephone network traffic. Call optimization systems can analyze real-time data to provide users with real-time wait time information to inform users decision-making prior to placing a call or at the time of placing a call. Implementations can present dynamic wait time statistics that consider personalized user experiences to provide more accurate information about any particular IVR navigation path that a user can select from. Selection and execution of a suggested IVR path can result in additional wait time data that can be utilized for refining wait time statistics for users.