Automated call requests with status updates

• US 10,827,064 B2
• Filed: 04/17/2019
• Issued: 11/03/2020
• 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:
  US16/386,682
• Publication Number:
  US 20190281159A1
• Time in Patent Office: 566 Days
• 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 40/216 using statistical methods
• CPC Class Codes: G06F 40/35 Discourse or dialogue representation
• 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 15/26 Speech to text systems G10L15/08 takes precedence
• 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: G10L 25/87 Detection of discrete points within a voice signal
• CPC Class Codes: H04M 2242/18 Automated outdialling systems
• CPC Class Codes: H04M 3/2281 Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
• 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 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.

Claims

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 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.

10. The medium of claim 9, 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.

11. The medium of claim 9, wherein the second human is an operator.