Dynamic initiation of automated call

• US 10,721,356 B2
• Filed: 06/13/2017
• Issued: 07/21/2020
• Est. Priority Date: 06/13/2016
• Status: Active Grant

• Current Assignee: Google LLC (Alphabet Inc.)
• Original Assignee: Google LLC (Alphabet Inc.)
• Inventors: Segalis, Eyal, Walevski, Daniel, Leviathan, Yaniv, Matias, Yossi
• Primary Examiner(s): Teshale, Akelaw
• Application Number:
  US15/621,869
• Publication Number:
  US 20170359463A1
• Time in Patent Office: 1,134 Days
• Field of Search: 37920201, 379 8801, 379 8804, 37914204, 37920101, 37910601, 37911001, 37914209, 37920102, 37920103, 37920112, 37920301, 37921002, 37921102, 37922001, 37926502, 37926512, 37926607, 37926608
• CPC Class Codes: G06F 40/20 Natural language analysis semantic analysis of natural language G06F40/30
• CPC Class Codes: G06F 40/205 Parsing
• CPC Class Codes: G06F 40/56 Natural language generation
• CPC Class Codes: G06N 20/00 Machine learning
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G10L 13/08 Text analysis or generation of parameters for speech synthesis out of text, e.g. grapheme to phoneme translation, prosody generation or stress or intonation determination
• CPC Class Codes: G10L 15/005 Language recognition
• CPC Class Codes: G10L 15/1807 using prosody or stress
• CPC Class Codes: G10L 15/1815 Semantic context, e.g. disambiguation of the recognition hypotheses based on word meaning
• CPC Class Codes: G10L 15/222 Barge in, i.e. overridable guidance for interrupting prompts
• CPC Class Codes: G10L 2015/227 of the speaker; Human-factor methodology
• CPC Class Codes: G10L 25/63 for estimating an emotional state
• CPC Class Codes: H04M 2242/18 Automated outdialling systems
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/42093 Notifying the calling party of information on the called or connected party
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/4936 Speech interaction details speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/58 Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party substation line holding circuits H04M1/80
• CPC Class Codes: H04M 3/60 Semi-automatic systems, i.e. in which the numerical selection of the outgoing line is under the control of an operator

Abstract

Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, relating to synthetic call initiation. In some implementations, a method includes receiving, by a call triggering module of a call initiating system for placing calls and conducing conversations between a bot of the call initiating system and human callee during the calls, data indicating a first event, determining, by the call triggering module and using the data indicating the first event, that the first event is a trigger event that triggers a workflow for the call initiating system that begins with initiating a phone call, selecting, based on the determined trigger event, a particular workflow, and in response to the selecting, initiating a phone call to a callee specified by the particular workflow.

Claims

1. A method, comprising:

receiving, by an automated telephone call triggering module of an automated telephone call initiating system that is configured to initiate telephone calls and conduct telephone conversations between a bot of the automated telephone call initiating system and a human representative of an entity, data indicating a first event;

determining, by the automated telephone call triggering module and using the data indicating the first event, that the first event is a specific trigger event (i) that is a detection of an inconsistency of a value of a field associated with a first data source and a corresponding value of the field associated with a second data source and (ii) that triggers a workflow for the automated telephone call initiating system that begins with initiating a telephone call;

selecting, based on the specific trigger event, a particular workflow from multiple possible workflows, the particular workflow corresponding to the specific trigger event; and

in response to selecting the particular workflow, and executing the particular workflow by (i) automatically initiating, by the automated telephone call initiating system, a telephone call to an entity specified by the particular workflow and (ii) determining a correct value of the field by conducting a telephone conversation between the bot of the automated telephone call initiating system and a human representative of the entity specified by the particular workflow.

2. The method of claim 1, wherein the data indicating the first event is provided by a user.

3. The method of claim 1, wherein the specific trigger event includes a user request.

4. The method of claim 1, wherein the specific trigger event includes a particular type of event that is one of:

a weather event, a sporting event, an entertainment event, or a seasonal event.

5. The method of claim 1, wherein the specific trigger event includes a trend detected in search requests submitted to a search engine.

6. The method of claim 1, wherein the specific trigger event includes a passing of a predetermined period of time.

7. An automated telephone call initiating system that is configured to initiate telephone calls and conduct telephone conversations between a bot of the automated telephone call initiating system and a human representative of an entity, comprising:

the bot that performs operations comprising;

receiving data indicating a first event;

determining, by an automated call triggering module and using the data indicating the first event, that the first event is a specific trigger event (i) that is a detection of an inconsistency of a value of a field associated with a first data source and a corresponding value of the field associated with a second data source and (ii) that triggers a workflow for the automated telephone call initiating system that begins with initiating a telephone call;

selecting, based on the specific trigger event, a particular workflow from multiple possible workflows, the particular workflow corresponding to the specific trigger event; and

in response to selecting the particular workflow, executing the particular workflow by (i) automatically initiating, by the automated telephone call initiating system, a telephone call to an entity specified by the particular workflow and (ii) determining a correct value of the field by conducting a telephone conversation between the bot of the automated telephone call initiating system and a human representative of the entity specified by the particular workflow.

8. The system of claim 7, wherein the data indicating the first event is provided by a user.

9. The system of claim 7, wherein the specific trigger event includes a user request.

10. The system of claim 7, wherein the specific trigger event includes a particular type of event that is one of:

a weather event, a sporting event, an entertainment event, or a seasonal event.

11. The system of claim 7, wherein the specific trigger event includes a trend detected in search requests submitted to a search engine.

12. The system of claim 7, wherein the specific trigger event includes a passing of a predetermined period of time.

13. At least one non-transitory computer-readable storage medium encoded with executable instructions that, when executed by at least one processor, cause the at least one processor to perform operations comprising:

receiving, by a call an automated telephone call triggering module of an automated telephone call initiating system that is configured to initiate telephone calls and conduct telephone conversations between a bot of the automated telephone call initiating system and a human representative of an entity, data indicating a first event;

determining, by the automated telephone call triggering module and using the data indicating the first event, that the first event is a specific trigger event (i) that is a detection of an inconsistency of a value of a field associated with a first data source and a corresponding value of the field associated with a second data source and (ii) that triggers a workflow for the automated telephone call initiating system that begins with initiating a telephone call;

selecting, based on the specific trigger event, a particular workflow from multiple possible workflows, the particular workflow corresponding to the specific trigger event; and

in response to selecting the particular workflow, executing the particular workflow by (i) automatically initiating, by the automated telephone call initiating system, a telephone call to an entity specified by the particular workflow and (ii) determining a correct value of the field by conducting a telephone conversation between the bot of the automated telephone call initiating system and a human representative of the entity specified by the particular workflow.

14. The non-transitory computer-readable storage medium of claim 13, wherein the specific trigger event is a user request.

15. The non-transitory computer-readable storage medium of claim 13, wherein the specific trigger event includes a particular type of event that is one of:

a weather event, a sporting event, an entertainment event, or a seasonal event.

16. The non-transitory computer-readable storage medium of claim 13, wherein the specific trigger event includes a trend detected in search requests submitted to a search engine.

17. The non-transitory computer-readable storage medium of claim 13, wherein the specific trigger event includes a passing of a predetermined period of time.