Automated call requests with status updates

Patent metadata

Field	Value
Publication number	US-12381978-B2
Application number	US-202418442576-A
Country	US
Kind code	B2
Filing date	Feb 15, 2024
Priority date	Jun 13, 2016
Publication date	Aug 5, 2025
Grant date	Aug 5, 2025

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:
detecting an occurrence of a triggering event at a client device of a human user, wherein the triggering event comprises: the human user launching a software application at the client device of the human user, or the human user navigating to a particular page of a software application at the client device of the human user;
in response to detecting the occurrence of the triggering event the client device of the human user:
causing an interactive element to be provided for presentation to the human user via the client device, wherein the interactive element is associated with a task to be performed on behalf of the human user and with respect to an entity, and wherein the interactive element, when selected by the human user, causes the task to be assigned to a bot that is accessible via the client device;

receiving a user selection of the interactive element via the client device of the human user;
in response to receiving the user selection of the interactive element:
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, 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 client device of the human user.

2. The method of claim 1 , wherein the software application is a search application, and wherein the interactive element is provided for presentation to the human user via the client device and without the human user directing any input to a search query input field of the search application.

3. The method of claim 1 , wherein causing the notification to be provided for presentation to the human user via the client 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 device of the human user.

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

5. 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.

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

7. The method of claim 6 , wherein the summary of the telephone conversation with the human representative of the entity is generated by the bot.

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 be operable to:
detect an occurrence of a triggering event at a client device of a human user, wherein the triggering event comprises: the human user launching a software application at the client device of the human user, or the human user navigating to a particular page of a software application at the client device of the human user;
in response to detecting the occurrence of the triggering event the client device of the human user:
cause an interactive element to be provided for presentation to the human user via the client device, wherein the interactive element is associated with a task to be performed on behalf of the human user and with respect to an entity, and wherein the interactive element, when selected by the human user, causes the task to be assigned to a bot that is accessible via the client device;

receive a user selection of the interactive element via the client device of the human user;
in response to receiving the user selection of the interactive element:
cause the bot to initiate performance of the task, wherein, in causing the bot to initiate performance of the task, the at least one processor is operable 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, 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 client device of the human user.

9. The system of claim 8 , wherein the software application is a search application, and wherein the interactive element is provided for presentation to the human user via the client device and without the human user directing any input to a search query input field of the search application.

10. The system of claim 8 , wherein, in causing the notification to be provided for presentation to the human user via the client device of the human user, the at least one processor is operable 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 via the client device of the human user.

11. The system of claim 8 , wherein, in causing the notification to be provided for presentation to the human user via the client device of the human user, the at least one processor is operable to:
receive user input from the human user that requests a status update on performance of the task; and
in response to receiving the user input from the human user:
cause the notification to be provided for presentation to the human user via the client device of the human user.

12. The system of claim 8 , wherein the at least one processor is further operable to:
subsequent to the bot performing the task:
generate, based on the telephone conversation with the human representative of the entity, a calendar entry on behalf of the human user; and
cause a calendar of the human user to be automatically populated with the calendar entry.

13. The system of claim 8 , wherein the notification to be provided for presentation to the human user via the client device of the human user comprises a summary of the telephone conversation with the human representative of the entity, and wherein the summary of the telephone conversation with the human representative of the entity is generated by the bot.

14. 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:
detecting an occurrence

Assignees

• Google Llc

Inventors

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

Classifications

• G10L2015/227

  of the speaker; Human-factor methodology · CPC title

• G10L15/222

  Barge in, i.e. overridable guidance for interrupting prompts · CPC title

• G10L15/1807

  using prosody or stress · CPC title

• G10L15/005

  Language recognition · CPC title

• H04M3/60

  Semi-automatic systems, i.e. in which the numerical selection of the outgoing line is under the control of an operator · CPC title