US 12,278,870 B1
Adaptively serving hold content during an automated communication session
Collin James Murray, Lynnfield, MA (US); David Amid, Modiin (IL); Anna Guri, Durham, NC (US); and Jose Francisco Martinez-Rivera, Chapel Hill, NC (US)
Assigned to INTERNATIONAL BUSINESS MACHINES CORPORATION, Armonk, NY (US)
Filed by INTERNATIONAL BUSINESS MACHINES CORPORATION, Armonk, NY (US)
Filed on Sep. 28, 2023, as Appl. No. 18/477,499.
Int. Cl. H04L 67/14 (2022.01); H04L 41/16 (2022.01)
CPC H04L 67/14 (2013.01) [H04L 41/16 (2013.01)] 12 Claims
OG exemplary drawing
 
1. A computer-implemented method, comprising:
training a machine learning model with a set of training data that features hold durations during historical automated communication sessions;
receiving a computer transaction request over a communication network, during a new automated communication session between a user and a chatbot;
in response to receiving the computer transaction request during the new automated communication session, obtaining a predicted hold duration for executing the computer transaction request based on an inference from the machine learning model;
determining whether to serve a hold content in response to the computer transaction request, based on a comparison of the predicted hold duration to a predetermined threshold duration;
serving the hold content if the predicted hold duration is greater than the predetermined threshold duration;
beginning to execute the computer transaction request at a start time;
determining an elapsed execution time since the start time; and
serving the hold content if the elapsed execution time is greater than a predetermined threshold execution interval.