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Upgrading to human operators

A technology of humans and robots, applied in the direction of instruments, subscriber special services, calculation models, etc., to achieve the effect of reducing the amount of analysis

Pending Publication Date: 2022-06-03
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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  • Upgrading to human operators
  • Upgrading to human operators
  • Upgrading to human operators

Examples

Experimental program
Comparison scheme
Effect test

Embodiment Construction

[0042] The present disclosure describes a technology that allows an automated or semi-automated system, referred to herein as a "bot", to communicate with a human by placing a call and having a conversation with the human independently during a call. The bot receives and monitors the data to detect trigger events that indicate that a call should be made. Bots can work through predefined workflows or sequences of repeatable modes of operation, each linked by an abstract description or intent of the operation to be performed. 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.

[0043] The system handles various tasks received as queries, such as "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.

[0044] A user wishing to schedule an appointment...

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PUM

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Abstract

The invention relates to upgrade to human operators. Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, relate to synthetic call initiation and barrage. In some implementations, a method includes analyzing, by a call initiation system, a real-time conversation between a first person on a first end of a telephone call and a robotic program on a second end of the telephone call during the telephone call between the first person and the robotic program. The call initiation system can determine whether the telephone call should be transferred from the robotic program to a second person on a second end of the telephone call based on an analysis of the real-time conversation. In response to determining that the telephone call should be transferred to a second person on the second end of the telephone call, the call initiation system transfers the telephone call from the robotic program to the second person.

Description

[0001] Division description [0002] This application belongs to the divisional application of Chinese invention patent application 201710444727.2 with an application date of June 13, 2017. [0003] CROSS-REFERENCE TO RELATED APPLICATIONS [0004] This application claims the benefit of US Provisional Patent Application No. 62 / 349,396, filed June 13, 2016, which is incorporated herein by reference in its entirety. technical field [0005] This specification relates to natural language processing. Background technique [0006] 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 business locations or organizations, a user may need to call each business or organization to collect information. While web search engines can help users perform such tasks by providing contact information for services or businesses, users still have to call the services or businesses thems...

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·利维坦约西·马蒂亚斯
Owner GOOGLE LLC
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