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    Question and answer interface based on contextual information
    24.
    发明授权
    Question and answer interface based on contextual information 有权

    公开(公告)号：US11042577B2

    公开(公告)日：2021-06-22

    申请号：US16398410

    申请日：2019-04-30

    Applicant: Google LLC

    Inventor： Weizhao Wang ,  Monica Priya Garde ,  Justin Min ,  Jiarui Li ,  Eyal Segalis ,  Daniel Walevski ,  Yaniv Leviathan ,  Matthew Streit Coursen

    IPC: G06F16/332 ,  G06F16/338 ,  G06F16/33 ,  G06F16/335 ,  G06F16/9537 ,  G06F16/9535 ,  G09B7/06

    Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving data identifying contexts; selecting an initial set of questions based at least on the contexts; providing a respective representation of the questions of the initial set, for output; receiving data indicating a selection of a particular representation associated with a particular question of the initial set of questions; selecting a set of answers associated with the particular question; providing a respective representation of the answers of the set that are associated with the particular question, for output; receiving data indicating a selection of a particular representation associated with a particular answer of the set that are associated with the particular question; determining that an additional set of other questions is associated with the particular answer; and in response to the determining, providing a respective representation of the other questions of the additional set, for output.

    Escalation to a human operator
    27.
    发明授权
    Escalation to a human operator 有权

    公开(公告)号：US10560575B2

    公开(公告)日：2020-02-11

    申请号：US15621923

    申请日：2017-06-13

    Applicant: Google LLC

    Inventor： Eyal Segalis ,  Daniel Walevski ,  Yaniv Leviathan ,  Yossi Matias

    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.

    Escalation to a human operator
    28.
    发明授权
    Escalation to a human operator 有权

    公开(公告)号：US10516779B2

    公开(公告)日：2019-12-24

    申请号：US15621923

    申请日：2017-06-13

    Applicant: Google LLC

    Inventor： Eyal Segalis ,  Daniel Walevski ,  Yaniv Leviathan ,  Yossi Matias

    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.

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