Patent ID: 11895268
Assignee: HOME DEPOT PRODUCT AUTHORITY, LLC
Field: Telecommunications (Electrical engineering)
Classification: CPC H  G | IPC G  H

Claim 12:
13. A method for operating a scalable interactive voice response (IVR) system, the IVR system comprising a plurality of IVR servers provided by a cloud platform and a load balancer, the method comprising:
monitoring, by the load balancer, a number of active IVR sessions for one or more IVR servers of the plurality of IVR servers;
analyzing, by the load balancer, a plurality of historical scaling events to predict a future session requirement;
responsive to monitoring the number of active IVR sessions at a first time and based on the predicted future session requirement, determining that the number of active IVR sessions for one or more IVR servers indicates a first scaling event based on comparing the number of active IVR sessions with a session threshold;
applying, based on the first scaling event, a first scaling operation to the plurality of IVR servers, wherein the applying the first scaling operation comprises:
receiving, by the load balancer, a scaling up indication for the IVR system, the scaling up indication comprising an identification of a new server to be added to the plurality of IVR servers;
responsive to receiving the scaling up indication, registering the new server for IVR traffic by the load balancer;
after registering the new server, receiving an IVR event; and
distributing the IVR event to the new server;
responsive to monitoring the number of active IVR sessions at a second time and based on the predicted future session requirement, determining that the number of active IVR sessions for one or more IVR servers indicates a second scaling event based on comparing the number of active IVR sessions with a session threshold;
applying, based on the second scaling event, a second scaling operation to the plurality of IVR servers, wherein the applying the second scaling operation comprises:
generating a scaling down indication for the IVR system, the scaling down indication comprising an identification of a selected server to be removed from the plurality of IVR servers;
responsive to the scaling down indication, de-registering the selected server from IVR traffic by the load balancer;
after de-registering the selected server, preventing assignment of an IVR event to the selected server; and
communicating, by the IVR system and to a cloud provider, a request for termination of the selected server.