Automated call requests with status updates
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.
1. A computer-implemented method comprising:
receiving, from a human user and by a call initiating system that is configured to place telephone calls and conduct telephone conversations between a bot of the call initiating system and a human representative of an organization, a request to perform a task;
in response to receiving the request to perform the task, determining, by the call initiating system, to place a telephone call and conduct a telephone conversation between the bot of the call initiating system and the human representative of the organization to perform the task;
in response to determining to place the telephone call and conduct the telephone conversation between the bot of the call initiating system and the human representative of the organization to perform the task, placing a telephone call and conducting a telephone conversation between the bot of the call initiating system and the human representative of the organization;
based on dialog that occurs between the bot of the call initiating system and the human representative of the organization during the telephone call, determining, by the call initiating system, that a status of the task has changed;
based on determining that the status of the task has changed, generating a summary of the telephone conversation based on the dialog that occurs between the bot of the call initiating system and the human representative of the organization during the telephone call; and
providing, for output, the summary of the telephone conversation to the human user.
2. The method of claim 1 , wherein the summary comprises a one-line, textual summary of a status of the conversation.
3. The method of claim 1 , wherein the summary summarizes an aspect of what was discussed between the bot and the human representative during the telephone call.
4. The method of claim 1 , wherein the summary summarizes a current status of the conversation between the bot and the human representative.
5. The method of claim 1 , wherein the human user is not a party to the telephone call between the bot and the human representative.
6. The method of claim 1 , wherein the summary includes information collected during the telephone call.
7. The method of claim 1 , wherein the summary identifies an unexpected comment by the human caller during the conversation.
8. The method of claim 1 , wherein:
determining that a status of the task has changed comprises determining that the task is complete, and
generating the summary of the telephone conversation is based on determining that the task is complete.
9. The method of claim 1 , wherein:
determining that a status of the task has changed comprises determining that at least an additional telephone call should be placed and an additional telephone conversation should be conducted between the bot of the call initiating system and the human representative of the organization to complete the task, and
generating the summary of the telephone conversation is based on determining that at least an additional telephone call should be placed and an additional telephone conversation should be conducted between the bot of the call initiating system and the human representative of the organization to complete the task.
10. A call initiating system for placing telephone calls and conducting conversations between a bot of the call initiating system and a human representative of an organization during the telephone calls, wherein the call initiating system is configured to perform operations comprising:
receiving, from a human user and by the call initiating system, a request to perform a task;
in response to receiving the request to perform the task, determining, by the call initiating system, to place a telephone call and conduct a telephone conversation between the bot of the call initiating system and the human representative of the organization to perform the task;
in response to determining to place the telephone call and conduct the telephone conversation between the bot of the call initiating system and the human representative of the organization to perform the task, placing a telephone call and conducting a telephone conversation between the bot of the call initiating system and the human representative of the organization;
based on dialog that occurs between the bot of the call initiating system and the human representative of the organization during the telephone call, determining, by the call initiating system, that a status of the task has changed;
based on determining that the status of the task has changed, generating a summary of the telephone conversation based on the dialog that occurs between the bot of the call initiating system and the human representative of the organization during the telephone call; and
providing, for output, the summary of the telephone conversation to the human user.
11. The system of claim 10 , wherein the summary comprises a one-line, textual summary of a status of the conversation.
12. The system of claim 10 , wherein the summary summarizes an aspect of what was discussed between the bot and the human representative during the telephone call.
13. The system of claim 10 , wherein the summary summarizes a current status of the conversation between the bot and the human representative.
14. The system of claim 10 , wherein the human user is not a party to the telephone call between the bot and the human representative.
15. The system of claim 10 , wherein the summary includes information collected during the telephone call.
16. The system of claim 10 , wherein the summary identifies an unexpected comment by the human caller during the conversation.
17. A computer-readable storage device encoded with a computer program, the computer program comprising instructions that, when executed by one or more computers, cause the one or more computers to perform operations comprising:
receiving, from a human user and by a call initiating system that is configured to place telephone calls and conduct telephone conversations between a bot of the call initiating system and a human representative of an organization, a request to perform a task;
in response to receiving the request to perform the task, determining, by the call initiating system, to place a telephone call and conduct a telephone conversation between the bot of the call initiating system and the human representative of the organization to perform the task;
in response to determining to place the telephone call and conduct the telephone conversation between the bot of the call initiating system and the human representative of the organization to perform the task, placing a telephone call and conducting a telephone conversation between the bot of the call initiating system and the human representative of the organization;
based on dialog that occurs between the bot of the call initiating system and the human representative of the organization during the telephone call, determining, by the call initiating system, that a status of the task has changed;
based on determining that the status of the task has changed, generating a summary of the telephone conversation based on the dialog that occurs between the bot of the call initiating system and the human representative of the organization during the telephone call; and
providing, for output, the summary of the telephone conversation to the human user.
18. The device of claim 17 , wherein the summary comprises a one-line, textual summary of a status of the conversation.
19. The device of claim 17 , wherein the summary summarizes an aspect of what was discussed between the bot and the human representative during the telephone call.
20. The device of claim 17 , wherein the summary summarizes a current status of the conversation between the bot and the human representative.
21. The device of claim 17 , wherein the human user is not a party to the telephone call between the bot and the human representative.
22. The device of claim 17 , wherein the summary includes information collected during the telephone call.