Graphical user interface for a voice response system

A mobile device comprising at least one processor configured to:

• receive a user request to initiate a phone call to an entity that relies on an interactive-voice-response system;
• determine, during the phone call, information about a hierarchy of options, wherein the hierarchy of options maps to a menu hierarchy of the interactive-voice-response system, and wherein the information comprises one or more wait times associated with respective nodes of the interactive-voice-response system, wherein the one or more wait times comprise expected wait times as predicted by a machine learning model trained on previously observed wait times for traversal of nodes of a portion of the interactive-voice-response system;
• output, for display, a graphical user interface for navigating the hierarchy of options that maps to the menu hierarchy of the interactive-voice-response system, wherein the output comprises providing, during the phone call and based on the one or more wait times, an alternative node option of the hierarchy of options;
• receive one or more user inputs associated with the hierarchy of options;
• convert the one or more user inputs associated with the hierarchy of options to one or more corresponding mapped inputs recognized by the menu hierarchy of the interactive-voice-response system;
• output, to the entity, an indication of the one or more corresponding mapped inputs via a first communication channel, and output other information required by the entity to perform an operation in response to the one or more corresponding mapped inputs via a second communication channel, wherein the first communication channel comprises the second communication channel and uses an Internet Protocol Multimedia Subsystem with Session Initiation Protocol;
• and
• in response to outputting the indication of the one or more corresponding mapped inputs and the other information, update the graphical user interface based on additional information received from the entity and by the mobile device.

A computer-readable storage medium comprising instructions that, when executed, cause at least one processor of a mobile device to:

• receive a user request to initiate a phone call to an entity that relies on an interactive-voice-response system;
• determine, during the phone call, information about a hierarchy of options, wherein the hierarchy of options maps to a menu hierarchy of the interactive-voice-response system, and wherein the information comprises one or more wait times associated with respective nodes of the interactive-voice-response system, wherein the one or more wait times comprise expected wait times as predicted by a machine learning model trained on previously observed wait times for traversal of nodes of a portion of the interactive-voice-response system;
• output, for display, a graphical user interface for navigating the hierarchy of options that maps to the menu hierarchy of the interactive-voice-response system, wherein the output comprises providing, during the phone call and based on the one or more wait times, an alternative node option of the hierarchy of options;
• receive one or more user inputs associated with the hierarchy of options;
• convert the one or more user inputs associated with the hierarchy of options to one or more corresponding mapped inputs recognized by the menu hierarchy of the interactive-voice-response system;
• output, to the entity, an indication of the one or more corresponding mapped inputs via a first communication channel, and output other information required by the entity to perform an operation in response to the one or more corresponding mapped inputs via a second communication channel, wherein the first communication channel comprises the second communication channel and uses an Internet Protocol Multimedia Subsystem with Session Initiation Protocol;
• and
• in response to outputting the indication of the one or more corresponding mapped inputs and the other information, update the graphical user interface based on additional information received from the entity and by the mobile device.