US 12,267,462 B2
Determination and display of estimated hold durations for calls
Joseph Joseph Cherukara, San Francisco, CA (US); Hong Chen, Mountain View, CA (US); Andrew George Shebanow, San Jose, CA (US); Rebecca Chiou, San Mateo, CA (US); Yixuan Geng, Mountain View, CA (US); Curtis Ray Robinson, Jr., Sunnyvale, CA (US); Yi Wang, Palo Alto, CA (US); Yue Gan, Sunnyvale, CA (US); Charlotte Hult, Denver, CO (US); and Bin Sun, Mountain View, CA (US)
Assigned to Google LLC, Mountain View, CA (US)
Filed by Google LLC, Mountain View, CA (US)
Filed on Aug. 9, 2023, as Appl. No. 18/447,162.
Application 18/447,162 is a continuation of application No. 17/540,849, filed on Dec. 2, 2021, granted, now 11,765,274.
Claims priority of provisional application 63/236,648, filed on Aug. 24, 2021.
Prior Publication US 2023/0388422 A1, Nov. 30, 2023
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/00 (2024.01); H04M 3/523 (2006.01)
CPC H04M 3/5238 (2013.01) 20 Claims
OG exemplary drawing
 
1. A computer-implemented method comprising:
determining, based on one or more hold durations for a plurality of previously ended calls between one or more call devices and a target entity and using a machine learning model trained using the one or more hold durations for the plurality of previously ended calls, an estimated hold duration for a call between a first call device and the target entity, wherein the estimated hold duration is an estimated amount of time before the call is matched to a human agent when the call is initiated at a future time that is prospective to a current time; and
providing the estimated hold duration to the first call device prior to initiation of the call between the first call device and the target entity.