| CPC H04M 3/4931 (2013.01) [H04M 3/436 (2013.01)] | 20 Claims |
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1. A method implemented by one or more processors, the method comprising:
determining that a user has initiated, or is expected to initiate, a phone call to a target entity using a client computing device,
wherein the client computing device includes a display interface for rendering call information prior to, and/or during, the phone call;
determining interactive voice response (IVR) route information for an IVR tree associated with the target entity for the phone call,
wherein the IVR route information characterizes respective IVR routes that can be selected by the user, during the phone call, to reach respective agents of the target entity,
wherein the IVR tree includes a plurality of IVR routes; and
wherein each of the plurality of IVR routes is associated with a respective agent of the target entity;
generating, based on the IVR route information, an estimated IVR route time for the user to reach a respective agent of the target entity via a respective IVR route of the plurality of IVR routes,
wherein the estimated IVR route time comprises a traversal time and a queue time to reach the respective agent of the target entity; and
causing, in response to determining the user has initiated, or is expected to initiate, the phone call to the target entity, the estimated IVR route time to be rendered at the display interface of the client computing device,
wherein the display interface includes one or more selectable elements for allowing the user to terminate the phone call when or after viewing the estimated IVR route time.
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