Automated call requests with status updates

Patent metadata

Field	Value
Publication number	US-10827064-B2
Application number	US-201916386682-A
Country	US
Kind code	B2
Filing date	Apr 17, 2019
Priority date	Jun 13, 2016
Publication date	Nov 3, 2020
Grant date	Nov 3, 2020

Abstract

Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, relating to synthetic call status updates. In some implementations, a method includes determining, by a task manager module, that a triggering event has occurred to provide a current status of a user call request. The method may then determine, by the task manager module, the current status of the user call request. A representation of the current status of the user call request is generated. Then, the generated representation of the current status of the user call request is provided to the user.

First claim

What is claimed is:

1. A computer-implemented method comprising:
analyzing, by an automated call initiating system, a telephone call between a first human and a bot of the automated telephone call initiating system, wherein analyzing the telephone call between the first human and the bot of the automated telephone call initiating system comprises:
determining whether the bot will be able to complete a requested task during the telephone call, the requested task being requested by the first human during the telephone call;

in response to determining that the bot will not be able to complete the requested task:
determining, by the automated call initiating system, to switch a mode of the automated call initiating system from conducting the telephone call between the first human and the bot to the first human and the second human;

in response to determining to switch the mode of the automated call initiating system:
switching, by the automated call initiating system, the mode of the automated call initiating system from conducting the telephone call between the first human and the bot to the first human and the second human;

analyzing, by the automated call initiating system, the telephone call between the first human and the second human, wherein analyzing the telephone call between the first human and the second human comprises:
determining whether the second human has completed the requested task;

in response to determining that the second human has completed the requested task:
determining, by the automated call initiating system, to switch the mode of the automated call initiating system from conducting the telephone call between the first human and the second human back to the first human and the bot; and

in response to determining to switch the mode of the automated call initiating system:
switching, by the automated call initiating system, the mode of the automated call initiating system from conducting the telephone call between the first human and the second human back to the first human and the bot.

2. The method of claim 1 , wherein determining that the bot will not be able to complete the requested task comprises:
determining a confidence level associated with the bot completing the requested task during the telephone call; and
determining that the bot will not be able to complete the requested task based on the confidence level.

3. The method of claim 1 , wherein the second human is an operator.

4. The method of claim 1 , comprising:
terminating the telephone call when switching the mode of the automated call initiating system, from conducting the telephone call between the first human and the bot to the first human and the second human, takes longer than a predetermined amount of time.

5. A system comprising:
one or more computers and one or more storage devices storing instructions that are operable, when executed by the one or more computers, to cause the one or more computers to perform operations comprising:
analyzing, by an automated call initiating system, a telephone call between a first human and a bot of the automated telephone call initiating system, wherein analyzing the telephone call between the first human and the bot of the automated telephone call initiating system comprises:
determining whether the bot will be able to complete a requested task during the telephone call, the requested task being requested by the first human during the telephone call;

in response to determining that the bot will not be able to complete the requested task:
determining, by the automated call initiating system, to switch a mode of the automated call initiating system from conducting the telephone call between the first human and the bot to the first human and the second human;

in response to determining to switch the mode of the automated call initiating system:
switching, by the automated call initiating system, the mode of the automated call initiating system from conducting the telephone call between the first human and the bot to the first human and the second human;

analyzing, by the automated call initiating system, the telephone call between the first human and the second human, wherein analyzing the telephone call between the first human and the second human comprises:
determining whether the second human has completed the requested task;

in response to determining that the second human has completed the requested task:
determining, by the automated call initiating system, to switch the mode of the automated call initiating system from conducting the telephone call between the first human and the second human back to the first human and the bot; and

in response to determining to switch the mode of the automated call initiating system:
switching, by the automated call initiating system, the mode of the automated call initiating system from conducting the telephone call between the first human and the second human back to the first human and the bot.

6. The system of claim 5 , wherein determining that the bot will not be able to complete the requested task comprises:
determining a confidence level associated with the bot completing the requested task during the telephone call; and
determining that the bot will not be able to complete the requested task based on the confidence level.

7. The system of claim 5 , wherein the second human is an operator.

8. The system of claim 5 , wherein the operations comprise:
terminating the telephone call when switching the mode of the automated call initiating system, from conducting the telephone call between the first human and the bot to the first human and the second human, takes longer than a predetermined amount of time.

9. A non-transitory computer-readable medium storing software comprising instructions executable by one or more computers which, upon such execution, cause the one or more computers to perform operations comprising:
analyzing, by an automated call initiating system, a telephone call between a first human and a bot of the automated telephone call initiating system, wherein analyzing the telephone call between the first human and the bot of the automated telephone call initiating system comprises:
determining whether the bot will be able to complete a requested task during the telephone call, the requested task being requested by the first human during the telephone call;

in response to determining that the bot will not be able to complete the requested task:
determining, by the automated call initiating system, to switch a mode of the automated call initiating system from conducting the telephone call between the first human and the bot to the first human and the second human;

in response to determining to switch the mode of the automated call initiating system:
switching, by the automated call initiating system, the mode of the automated call initiating system from conducting the telephone call between the first human and the bot to the first human and the second human;

analyzing, by the automated call initiating system, the telephone call between the first human and the second human, wherein analyzing the telephone call between the first human and the second human comprises:
determining whether the second human has completed the requested task;

in response to determining that the second human has completed the requested task:
determining, by the automated call initiating system, to switch the mode of the automated call initiating system from conducting the telephone call between the first human and the second human back to the first human and the bot; and

in response to determining to switch the mode of the automated call initiating system:
switching, by the automated call initiating system, the

Assignees

• Google Llc

Inventors

• Segalis Eyal
• Walevski Daniel
• Leviathan Yaniv
• Matias Yossi

Classifications

• H04M3/4936 Primary

  Speech interaction details (speech recognition per se G10L15/00) · CPC title

• G06Q10/06 Primary

  Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling · CPC title

• G06F40/20

  Natural language analysis (semantic analysis of natural language G06F40/30) · CPC title

• G06N20/00

  Machine learning · CPC title

• G06Q10/10

  Office automation; Time management · CPC title