US 12,323,556 B2
Automatic navigation of an interactive voice response (IVR) tree on behalf of human user(s)
Yuval Baror, Mountain View, CA (US); Michael Andrew Goodman, Oakland, CA (US); and Yoav Tzur, Tel Aviv (IL)
Assigned to GOOGLE LLC, Mountain View, CA (US)
Filed by GOOGLE LLC, Mountain View, CA (US)
Filed on Oct. 2, 2023, as Appl. No. 18/375,857.
Application 18/375,857 is a continuation of application No. 17/690,201, filed on Mar. 9, 2022, granted, now 11,843,718.
Application 17/690,201 is a continuation of application No. 17/068,511, filed on Oct. 12, 2020, granted, now 11,303,749, issued on Apr. 12, 2022.
Claims priority of provisional application 63/088,178, filed on Oct. 6, 2020.
Prior Publication US 2024/0031483 A1, Jan. 25, 2024
Int. Cl. H04M 3/493 (2006.01); G06F 16/901 (2019.01); H04M 3/51 (2006.01)
CPC H04M 3/4936 (2013.01) [G06F 16/9027 (2019.01); H04M 3/5166 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method implemented by one or more processors, the method comprising:
receiving, from a given user and via a client device associated with the given user, user input to initiate an assisted telephone call;
identifying, based on the user input, an entity to engage with, on behalf of the given user, during the assisted telephone call;
identifying an interactive voice response (IVR) tree that is associated with the identified entity, the IVR tree including a plurality of candidate states;
initiating performance of the assisted telephone call; and
during performance of the assisted telephone call:
determining a corresponding confidence level associated with the IVR tree;
determining, based on the corresponding confidence level associated with the IVR tree, a set of the candidate states of the IVR tree to be provided for presentation to the user; and
causing the set of the candidate states of the IVR tree to be provided for presentation to the user.
 
18. A system, the system comprising:
one or more processors; and
memory storing instructions that, when executed, the one or more processors are operable to:
receive, from a given user and via a client device associated with the given user, user input to initiate an assisted telephone call;
identify, based on the user input, an entity to engage with, on behalf of the given user, during the assisted telephone call;
identify an interactive voice response (IVR) tree that is associated with the identified entity, the IVR tree including a plurality of candidate states;
initiate performance of the assisted telephone call; and
during performance of the assisted telephone call:
determine a corresponding confidence level associated with the IVR tree;
determine, based on the corresponding confidence level associated with the IVR tree, a set of the candidate states of the IVR tree to be provided for presentation to the user; and
cause the set of the candidate states of the IVR tree to be provided for presentation to the user.
 
20. A non-transitory computer-readable storage medium storing instructions that, when executed, cause one or more processors to be operable to perform operations, the operations comprising:
receiving, from a given user and via a client device associated with the given user, user input to initiate an assisted telephone call;
identifying, based on the user input, an entity to engage with, on behalf of the given user, during the assisted telephone call;
identifying an interactive voice response (IVR) tree that is associated with the identified entity, the IVR tree including a plurality of candidate states;
initiating performance of the assisted telephone call; and
during performance of the assisted telephone call:
determining a corresponding confidence level associated with the IVR tree;
determining, based on the corresponding confidence level associated with the IVR tree, a set of the candidate states of the IVR tree to be provided for presentation to the user; and
causing the set of the candidate states of the IVR tree to be provided for presentation to the user.