Automated calling system

Patent metadata

Field	Value
Publication number	US-12254883-B2
Application number	US-202418635974-A
Country	US
Kind code	B2
Filing date	Apr 15, 2024
Priority date	Sep 24, 2019
Publication date	Mar 18, 2025
Grant date	Mar 18, 2025

Abstract

Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for an automated calling system are disclosed. In one aspect, a method includes the actions of receiving audio data of an utterance spoken by a user who is having a telephone conversation with a bot. The actions further include determining a context of the telephone conversation. The actions further include determining a user intent of a first previous portion of the telephone conversation spoken by the user and a bot intent of a second previous portion of the telephone conversation outputted by a speech synthesizer of the bot. The actions further include, based on the audio data of the utterance, the context of the telephone conversation, the user intent, and the bot intent, generating synthesized speech of a reply by the bot to the utterance. The actions further include, providing, for output, the synthesized speech.

First claim

The invention claimed is:

1. A method implemented by one or more processors, the method comprising:
receiving audio data of an utterance spoken by a user during a portion of an ongoing conversation between the user and a bot, the audio data being captured by one or more microphones of a computing device of the user;
determining, based on processing the audio data of the utterance spoken by the user during the portion of the ongoing conversation between the user and the bot, a representation of the utterance received during the portion of the ongoing conversation;
determining a context of the ongoing conversation between the user and the bot, the context of the ongoing conversation between the user and the bot being based on one or more previous portions of the ongoing conversation between the user and the bot, and the one or more previous portions of the ongoing conversation between the user and the bot occurring prior to receiving the utterance spoken by the user during the portion of the ongoing conversation between the user and the bot;
causing at the least the representation of the utterance received during the ongoing conversation and the context of the ongoing conversation to be processed, using a sequence-to-sequence model, to generate a reply by the bot to the utterance; and
causing synthesized speech, that captures the reply by the bot to the utterance, to be provided for audible presentation to the user, the synthesized speech being provided for audible presentation to the user via one or more speakers of a computing device of the user.

2. The method of claim 1 , wherein the context of the ongoing conversation comprises one or more of: a task associated with the conversation, a time the conversation is initiated, or a location associated with the user.

3. The method of claim 1 , wherein causing the synthesized speech to be generated comprises:
processing, using a speech synthesizer, the reply by the bot to generate the synthesized speech.

4. The method of claim 1 , wherein the utterance includes a request to perform a task.

5. The method of claim 4 , further comprising:
based on the ongoing conversation:
determining whether the task has been completed; and
in response to determining that the task has been completed:
causing the bot to terminate the conversation.

6. The method of claim 5 , further comprising:
in response to determining that the task has not been completed:
causing the bot to continue the conversation.

7. The method of claim 1 , further comprising:
determining one or more corresponding user intents for the ongoing conversation between the user and the bot,
wherein the one or more corresponding user intents are processed, using the sequence-to-sequence model and along with the representation of the utterance received during the ongoing conversation and the context of the ongoing conversation, to generate the reply by the bot to the utterance.

8. A system comprising:
at least one processor; and
memory storing instructions that, when executed by the at least one processor, cause the at least one processor to:
receive audio data of an utterance spoken by a user during a portion of an ongoing conversation between the user and a bot, the audio data being captured by one or more microphones of a computing device of the user;
determine, based on processing the audio data of the utterance spoken by the user during the portion of the ongoing conversation between the user and the bot, a representation of the utterance received during the portion of the ongoing conversation;
determine a context of the ongoing conversation between the user and the bot, the context of the ongoing conversation between the user and the bot being based on one or more previous portions of the ongoing conversation between the user and the bot, and the one or more previous portions of the ongoing conversation between the user and the bot occurring prior to receiving the utterance spoken by the user during the portion of the ongoing conversation between the user and the bot;
cause at the least the representation of the utterance received during the ongoing conversation and the context of the ongoing conversation to be processed, using a sequence-to-sequence model, to generate a reply by the bot to the utterance; and
cause synthesized speech, that captures the reply by the bot to the utterance, to be provided for audible presentation to the user, the synthesized speech being provided for audible presentation to the user via one or more speakers of a computing device of the user.

9. The system of claim 8 , wherein the context of the ongoing conversation comprises one or more of: a task associated with the conversation, a time the conversation is initiated, or a location associated with the user.

10. The system of claim 9 , wherein the instructions to cause the synthesized speech to be generated comprise instructions to:
process, using a speech synthesizer, the reply by the bot to generate the synthesized speech.

11. The system of claim 8 , wherein the utterance includes a request to perform a task.

12. The system of claim 11 , wherein the instructions further comprise instructions to:
based on the ongoing conversation:
determine whether the task has been completed; and
in response to determining that the task has been completed:
cause the bot to terminate the conversation.

13. The system of claim 12 , wherein the instructions further comprise instructions to:
in response to determining that the task has not been completed:
cause the bot to continue the conversation.

14. The system of claim 8 , wherein the instructions further comprise instructions to:
determine one or more corresponding user intents for the ongoing conversation between the user and the bot,
wherein the one or more corresponding user intents are processed, using the sequence-to-sequence model and along with the representation of the utterance received during the ongoing conversation and the context of the ongoing conversation, to generate the reply by the bot to the utterance.

15. A non-transitory computer-readable storage medium storing instructions that, when executed by at least one processor, cause the at least one processor to perform operations, the operations comprising:
receiving audio data of an utterance spoken by a user during a portion of an ongoing conversation between the user and a bot, the audio data being captured by one or more microphones of a computing device of the user;
determining, based on processing the audio data of the utterance spoken by the user during the portion of the ongoing conversation between the user and the bot, a representation of the utterance received during the portion of the ongoing conversation;
determining a context of the ongoing conversation between the user and the bot, the context of the ongoing conversation between the user and the bot being based on one or more previous portions of the ongoing conversation between the user and the bot, and the one or more previous portions of the ongoing conversation between the user and the bot occurring prior to receiving the utterance spoken by the user during the portion of the ongoing conversation between the user and the bot;
causing at the least the representation of the utterance received during the ongoing conversation and the context of the ongoing conversation to be processed, using a sequence-to-sequence model, to generate a reply by the bot to the utterance; and
causing synthesized speech, that captures the reply by the bot to the utterance, to be provided for audible presentation to the user, the synthesized speech

Assignees

• Google Llc

Inventors

• Aharoni Asaf
• Narayanan Arun
• Shabat Nir
• Haghani Parisa
• Chuang Galen Tsai
• Leviathan Yaniv
• Gaur Neeraj
• Moreno Mengibar Pedro J
• Prabhavalkar Rohit Prakash
• Qu Zhongdi
• Waters Austin Severn
• Amiaz Tomer
• Bacchiani Michiel A U

Classifications

• H04M1/02

  Constructional features of telephone sets · CPC title

• H04M3/5191

  interacting with the Internet · CPC title

• G10L15/32

  Multiple recognisers used in sequence or in parallel; Score combination systems therefor, e.g. voting systems · CPC title

• H04M1/663

  Preventing unauthorised calls to a telephone set · CPC title

• H04M3/4286

  Notifying a held subscriber when his held call is removed from hold · CPC title