Escalation to a human operator

An operator, human technology, applied in the direction of instruments, subscriber special services, computing models, etc., to achieve the effect of reducing the amount of data storage

Inactive Publication Date: 2017-12-19
GOOGLE LLC
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

In some cases, even when users make calls themselves, they may encounter automated phone trees that typically only accept limited user responses

Method used

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  • Escalation to a human operator
  • Escalation to a human operator
  • Escalation to a human operator

Examples

Experimental program
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Embodiment Construction

[0040] This disclosure describes a technique that allows automated or semi-automated systems, referred to herein as "bots," to communicate with humans by placing calls during calls and independently conversing with humans. The bot receives and monitors the data to detect trigger events that indicate that a call should be initiated. A bot can work through a predefined workflow or sequence of repeatable modes of operation, each linked by an abstract description or intent of what to do. Basically, bots are able to use these workflows to determine how to react and what to say to humans in order to perform useful tasks for the user.

[0041] The system processes various tasks received as queries such as "book a table for two at YvesSaint Thomas Restaurant for Thursday (book a table for two at YvesSaint Thomas Restaurant for Thursday), "my sink is leaking and I need a plumber !It's after 10p.m.! (My sink is leaking and I need a plumber! After 10pm!)" etc.

[0042] A user wishing t...

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PUM

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Abstract

The invention relates to escalation to a human operator. Methods, systems, and apparatus, includes computer programs encoded on a computer storage medium, relating to synthetic call initiations and bailouts. In some implementations, a method includes analyzing, by a call initiating system, a real-time conversation between a first human and the bot during a phone call between the first human on a first end of the phone call and the bot on a second end of the phone call. The call initiating system can determine, based on the analysis of the real-time conversation, whether the phone call should be transitioned from the bot to a second human on the second end of the phone call. In response to determining that the phone call should be transitioned to a second human on the second end of the phone call, the call initiating system transitions the phone call from the bot to the second human.

Description

[0001] Cross References to Related Applications [0002] This application claims the benefit of US Provisional Patent Application No. 62 / 349,396, filed June 13, 2016, which is hereby incorporated by reference in its entirety. technical field [0003] This specification deals with natural language processing. Background technique [0004] Users may need to collect many types of information that are not easily accessible without human interaction. For example, to verify or collect data from multiple businesses or organizations, a user may need to call each business or organization to collect information. Although web search engines can assist users in performing such tasks by providing contact information for services or businesses, users still have to call the services or businesses themselves to complete the tasks themselves. [0005] To maintain a database of information collected from multiple establishments or organizations, a human operator may initiate automated calls...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/58H04M3/527G10L25/63G06N20/00
CPCG10L25/63H04M3/527H04M3/58G06Q10/06G06Q10/10G06N20/00G06Q50/30G10L13/08G10L15/005G10L15/1807G10L15/1815G10L15/222H04M3/4936H04M2242/18G06F40/20G06F40/56G06F40/205H04M3/493H04M3/42042H04M3/42093H04M3/60G10L2015/227
Inventor 埃亚·塞加利斯丹尼尔·瓦莱夫斯基雅尼夫·利维坦
Owner GOOGLE LLC
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