Systems and methods for interactive voice response auto-scaling

A method for operating a scalable interactive voice response (IVR) system, the IVR system comprising a plurality of IVR servers 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 and based on the predicted future session requirement, determining that the number of IVR sessions for one or more IVR servers is less than a session threshold;
• 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 servers;
• responsive to generating 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.

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.