Automated call requests with status updates

Patent metadata

Field	Value
Publication number	US-11936810-B2
Application number	US-202318100433-A
Country	US
Kind code	B2
Filing date	Jan 23, 2023
Priority date	Jun 13, 2016
Publication date	Mar 19, 2024
Grant date	Mar 19, 2024

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 method implemented by one or more processors, the method comprising:
receiving a search query from a human user, the search query being received via a search interface of a web browser executing at a computing device of the human user;
in response to receiving the search query from the human user:
causing one or more search results that are responsive to the search query to be provided for presentation to the human user via the search interface of the web browser executing at the computing device of the human user;

receiving user input from the human user, the user input being directed to a given search result, from among the one or more search results, and the user input being received via the search interface displayed at the computing device of the human user;
in response to receiving the user input from the human user:
identifying, based on the user input, (i) a task to be performed by a bot and on behalf of the human user, and (ii) an entity associated with the task to be performed by the bot and on behalf of the human user; and
causing the bot to initiate performance of the task, wherein causing the bot to initiate performance of the task comprises:
causing the bot to initiate, on behalf of the human user, a telephone call with the entity, and
causing the bot to conduct, on behalf of the human user and based on the user input, a telephone conversation with a human representative of the entity to perform the task; and

subsequent to the bot performing the task:
generating, based on the telephone conversation with the human representative of the entity, a notification associated with performance of the task; and
causing the notification to be provided for presentation to the human user via the computing device of the human user.

2. The method of claim 1 , wherein the given search result is associated with the entity, and wherein identifying (ii) the entity associated with the task to be performed by the bot and on behalf of the human user is based on the user input that is received from the human user being directed to the given search result.

3. The method of claim 2 , wherein the given search result includes a plurality of selectable elements associated with corresponding tasks, wherein the user input that is received from the human user is directed to a given selectable element, from among the plurality of selectable elements associated with the corresponding tasks, that is associated with the task, and wherein identifying (i) the task to be performed by the bot and on behalf of the human user is based on the user input that is received from the human user being directed to the selectable element included in the given search result.

4. The method of claim 1 , wherein causing the notification to be provided for presentation to the human user via the computing device of the human user comprises:
in response to the bot completing the telephone conversation with the human representative of the entity:
automatically causing the notification to be provided for presentation to the human user via the computing device of the human user.

5. The method of claim 1 , wherein causing the notification to be provided for presentation to the human user via the computing device of the human user comprises:
receiving further user input from the human user that requests a status update on the task; and
in response to receiving the further user input from the human user:
causing the notification to be provided for presentation to the human user via the computing device of the human user.

6. The method of claim 1 , wherein the notification is provided for presentation to the human user via the search interface displayed at the computing device of the human user.

7. The method of claim 1 , further comprising:
subsequent to the bot performing the task:
generating, based on the telephone conversation with the human representative of the entity, a calendar entry on behalf of the human user; and
causing a calendar of the human user to be automatically populated with the calendar entry.

8. The method of claim 1 , wherein the notification to be provided for presentation to the human user via the computing device of the human user comprises a summary of the telephone conversation with the human representative of the entity.

9. The method of claim 8 , wherein the summary of the telephone conversation with the human representative of the entity is generated by the bot.

10. A system comprising:
one or more processors; and
memory storing instructions that, when executed by the one or more processors, cause the one or more processors to:
receive a search query from a human user, the search query being received via a search interface of a web browser executing at a computing device of the human user;
in response to receiving the search query from the human user:
cause one or more search results that are responsive to the search query to be provided for presentation to the human user via the search interface of the web browser executing at the computing device of the human user;

receive user input from the human user, the user input being directed to a given search result, from among the one or more search results, and the user input being received via the search interface displayed at the computing device of the human user;
in response to receiving the user input from the human user:
identify, based on the user input, (i) a task to be performed by a bot and on behalf of the human user, and (ii) an entity associated with the task to be performed by the bot and on behalf of the human user; and
cause the bot to initiate performance of the task, wherein the instructions to cause the bot to initiate performance of the task comprise instructions to:
cause the bot to initiate, on behalf of the human user, a telephone call with the entity, and
cause the bot to conduct, on behalf of the human user and based on the user input, a telephone conversation with a human representative of the entity to perform the task; and

subsequent to the bot performing the task:
generate, based on the telephone conversation with the human representative of the entity, a notification associated with performance of the task; and
cause the notification to be provided for presentation to the human user via the computing device of the human user.

11. The system of claim 10 , wherein the given search result is associated with the entity, and wherein identifying (ii) the entity associated with the task to be performed by the bot and on behalf of the human user is based on the user input that is received from the human user being directed to the given search result.

12. The system of claim 11 , wherein the given search result includes a plurality of selectable elements associated with corresponding tasks, wherein the user input that is received from the human user is directed to a given selectable element, from among the plurality of selectable elements associated with the corresponding tasks, that is associated with the task, and wherein identifying (i) the task to be performed by the bot and on behalf of the human user is based on the user input that is received from the human user being directed to the selectable element included in the given search result.

13. The system of claim 10 , wherein the instructions to cause the notification to be provided for presentation to the human user via the computing device of the human user comprise instructions to:
in response to the bot completing the telephone conversation with the human representative of the entity:
automatically cause the notification to be provided for presentation to the human user

Assignees

• Google Llc

Inventors

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

Classifications

• G06N20/00

  Machine learning · CPC title

• H04M3/4936 Primary

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

• G06F40/20

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

• G06F40/205

  Parsing · CPC title

• G06F40/56

  Natural language generation · CPC title