Generative artificial intelligence-driven system for real-time call queue management

A method for reducing a call wait time, the method comprising:

• analyzing a first audio signal of a call to identify an intent of the call selected from a set of intents using a large language model (LLM) trained to identify the intent;
• determining a priority level for the call based on the identified intent, an identity of a user, and prioritization rules, the prioritization rules comprising an established mapping that associates a combination of the set of intents and the identity of the user with a corresponding priority level for the call;
• and
• based on the determined priority level and channel selection criteria, determining that an optimal communication channel for the call is a virtual audio channel, wherein communicating via the virtual audio channel comprises:
• receiving a second audio signal of the call;
• converting the second audio signal into a text transcript;
• using a virtual assistant (VA) LLM processing the text transcript and generating a text output;
• converting the text output into an audio output using text-to-voice operational instructions;
• and
• transmitting the audio output to the user in response to the second audio signal.

A non-transitory computer-readable medium storing instructions that, when executed by one or more processors, cause the one or more processors to:

• analyze a first audio signal of a call to identify an intent of the call selected from a set of intents using the instructions, the instructions comprising a large language model (LLM) trained to identify the intent;
• determine a priority level for the call based on the identified intent, an identity of a user, and prioritization rules, the prioritization rules comprising an established mapping that associates a combination of the set of intents and the identity of the user with a corresponding priority level for the call;
• and
• based on the determined priority level and channel selection criteria, determine that an optimal communication channel for the call is a virtual audio channel, wherein communicating via the virtual audio channel involves the one or more processors to:
• receive a second audio signal of the call;
• convert the second audio signal into a text transcript;
• use the instructions comprising a virtual assistant (VA) LLM to process the text transcript and generate a text output;
• convert the text output into an audio output using text-to-voice operational instructions;
• and
• transmit the audio output to the user in response to the second audio signal.