Invention Grant
- Patent Title: Escalation to a human operator
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Application No.: US15621923Application Date: 2017-06-13
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Publication No.: US10560575B2Publication Date: 2020-02-11
- Inventor: Eyal Segalis , Daniel Walevski , Yaniv Leviathan , Yossi Matias
- Applicant: Google LLC
- Applicant Address: US CA Mountain View
- Assignee: Google LLC
- Current Assignee: Google LLC
- Current Assignee Address: US CA Mountain View
- Agency: Fish & Richardson P.C.
- Main IPC: G10L15/00
- IPC: G10L15/00 ; H04M3/493 ; G06N20/00 ; G06Q10/06 ; G06Q10/10 ; H04M3/58 ; G06F17/27 ; G06F17/28 ; H04M3/42 ; H04M3/60 ; G10L15/18 ; G10L15/22 ; G10L13/08 ; G10L25/63

Abstract:
Methods, systems, and apparatus, including 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.
Public/Granted literature
- US10516779B2 Escalation to a human operator Public/Granted day:2019-12-24
Information query