US Patent Application 18447162. DETERMINATION AND DISPLAY OF ESTIMATED HOLD DURATIONS FOR CALLS simplified abstract

DETERMINATION AND DISPLAY OF ESTIMATED HOLD DURATIONS FOR CALLS

Organization Name

GOOGLE LLC

Inventor(s)

Joseph Joseph Cherukara of San Francisco CA (US)

Hong Chen of Mountain View CA (US)

Andrew George Shebanow of San Jose CA (US)

Rebecca Chiou of San Mateo CA (US)

Yixuan Geng of Mountain View CA (US)

Curtis Ray Robinson, Jr. of Sunnyvale CA (US)

Yi Wang of Palo Alto CA (US)

Yue Gan of Sunnyvale CA (US)

Charlotte Hult of Denver CO (US)

Bin Sun of Mountain View CA (US)

DETERMINATION AND DISPLAY OF ESTIMATED HOLD DURATIONS FOR CALLS - A simplified explanation of the abstract

This abstract first appeared for US patent application 18447162 titled 'DETERMINATION AND DISPLAY OF ESTIMATED HOLD DURATIONS FOR CALLS

Simplified Explanation

This patent application is about a method for determining and displaying estimated hold durations for calls. Here are the key points:

• The method involves obtaining an identifier of a target entity, which can be used to initiate a call between a first call device and the target entity.
• The hold duration is an estimated amount of time before the call is connected to a human agent when the call is initiated at a specific time.
• The hold duration is determined based on previous calls made between one or more call devices and the target entity.
• The determined hold duration is provided to the first call device for display before the call is initiated.
• The purpose of this innovation is to provide callers with an estimate of how long they may have to wait before being connected to a human agent, based on historical data.

Original Abstract Submitted

Implementations relate to determination and display of estimated hold durations for calls. In some implementations, a computer-implemented method includes obtaining an identifier of a target entity, the identifier usable by a first call device to initiate a call between the first call device and the target entity. A hold duration is determined that is an estimated amount of time before the call is matched to a human agent when the call is initiated at a particular time that is prospective to a current time. The hold duration is determined based on previous calls between one or more call devices and the target entity. The hold duration is provided for display by the first call device prior to the initiation of the call between the first call device and the target entity.