US 12,192,405 B2
Automated interactive voice response interaction using voice prompt classification machine learning frameworks
Brent A. Mundie, Nolensville, TN (US); Natraj Patil, Brentwood, TN (US); Roger D. Dowell, Irvington, KY (US); Joseph M. Scavone, Franklin, TN (US); and Barrett D. Santi, Nashville, TN (US)
Assigned to Optum, Inc., Minnetonka, MN (US)
Filed by Optum, Inc., Minnetonka, MN (US)
Filed on Jun. 16, 2022, as Appl. No. 17/807,291.
Prior Publication US 2023/0412731 A1, Dec. 21, 2023
Int. Cl. H04M 3/493 (2006.01); H04M 3/51 (2006.01)
CPC H04M 3/493 (2013.01) [H04M 3/5166 (2013.01); H04M 3/5183 (2013.01); H04M 2203/355 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A computer-implemented method comprising:
receiving, by one or more processors and at an interactive voice response (IVR) session management computing entity, a session request for establishing an automated IVR session between an IVR system and an automated IVR interaction system, wherein:
(i) the session request comprises a resource utilization category of a plurality of resource utilization categories, and
(ii) the resource utilization category is associated with a minimum resource utilization share used to determine a required share of computing resource units for the session request;
determining, by the one or more processors, a session position for the session request in an automated IVR session queue for the resource utilization category;
responsive to the automated IVR session queue reaching the session position for the session request, identifying, by the one or more processors, an IVR navigation tree data object associated with the automated IVR session, wherein the IVR navigation tree data object defines (i) a plurality of IVR state nodes comprising one or more non-leaf IVR state nodes and a plurality of leaf IVR state nodes, and (ii) for a non-leaf IVR state node of the one or more non-leaf IVR state nodes, a downstream state subset comprising a group of the plurality of leaf IVR state nodes that comprises one or more downstream IVR state nodes for the non-leaf IVR state node; and
performing, by the one or more processors, one or more IVR navigation routine iterations of an iterative IVR navigation routine associated with the session request by traversing the IVR navigation tree data object.