US 12,445,555 B2
Systems and methods for interactive voice response auto-scaling
Sanooj Karanath Sachidanandan, Cumming, GA (US); Edson H. Philippe, Atlanta, GA (US); and Dan Perritte, Marietta, GA (US)
Assigned to Home Depot Product Authority, LLC, Atlanta, GA (US)
Filed by Home Depot Product Authority, LLC, Atlanta, GA (US)
Filed on Jan. 9, 2024, as Appl. No. 18/407,845.
Application 18/407,845 is a continuation of application No. 17/231,478, filed on Apr. 15, 2021, granted, now 11,895,268.
Claims priority of provisional application 63/134,781, filed on Jan. 7, 2021.
Prior Publication US 2024/0146841 A1, May 2, 2024
Int. Cl. H04M 3/493 (2006.01); G06F 9/455 (2018.01); H04M 3/36 (2006.01); H04M 3/51 (2006.01)
CPC H04M 3/493 (2013.01) [G06F 9/45558 (2013.01); H04M 3/367 (2013.01); H04M 3/5191 (2013.01); G06F 2009/4557 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method for operating a scalable interactive voice response (IVR) system, the IVR system comprising a plurality of IVR servers, the method comprising:
receiving an IVR event;
retrieving a plurality of historical scaling events;
deriving at least one session parameter from the plurality of historical scaling events;
determining a predicted session requirement based on the received IVR event and on the derived at least one session parameter; and
assigning the IVR event to one of the plurality of IVR servers based on the predicted session requirement.