Automated interactive voice response interaction using voice prompt classification machine learning frameworks

A system comprising memory and one or more processors communicatively coupled to the memory, the one or more processors configured to:

• receive, at an interactive voice response (IVR) session management computing entity, a session request for establishing an automated IVR session between an IVR system and an automated IVR interaction system, wherein:
• (i) the session request comprises a resource utilization category of a plurality of resource utilization categories, and
• (ii) the resource utilization category is associated with a minimum resource utilization share used to determine a required share of computing resource units for the session request;
• determine a session position for the session request in an automated IVR session queue for the resource utilization category;
• responsive to the automated IVR session queue reaching the session position for the session request, identify an IVR navigation tree data object associated with the automated IVR session, wherein the IVR navigation tree data object defines (i) a plurality of IVR state nodes comprising one or more non-leaf IVR state nodes and a plurality of leaf IVR state nodes, and (ii) for a non-leaf IVR state node of the one or more non-leaf IVR state nodes, a downstream state subset comprising a group of the plurality of leaf IVR state nodes that comprises one or more downstream IVR state nodes for the non-leaf IVR state node;
• and
• perform one or more IVR navigation routine iterations of an iterative IVR navigation routine associated with the session request by traversing the IVR navigation tree data object.

One or more non-transitory computer-readable storage media including instructions that, when executed by one or more processors, cause the one or more processors to:

• receive, at an interactive voice response (IVR) session management computing entity, a session request for establishing an automated IVR session between an IVR system and an automated IVR interaction system, wherein:
• (i) the session request comprises a resource utilization category of a plurality of resource utilization categories, and
• (ii) the resource utilization category is associated with a minimum resource utilization share used to determine a required share of computing resource units for the session request;
• determine a session position for the session request in an automated IVR session queue for the resource utilization category;
• responsive to the automated IVR session queue reaching the session position for the session request, identify an IVR navigation tree data object associated with the automated IVR session, wherein the IVR navigation tree data object defines (i) a plurality of IVR state nodes comprising one or more non-leaf IVR state nodes and a plurality of leaf IVR state nodes, and (ii) for a non-leaf IVR state node of the one or more non-leaf IVR state nodes, a downstream state subset comprising a group of the plurality of leaf IVR state nodes that comprises one or more downstream IVR state nodes for the non-leaf IVR state node;
• and
• perform one or more IVR navigation routine iterations of an iterative IVR navigation routine associated with the session request by traversing the IVR navigation tree data object.