Implementations are directed to utilizing an assistant to automatically navigate an interactive voice response (IVR) tree to arrive at a target state during an assisted telephone call. The assistant can receive input to initiate the assisted telephone call, identify an entity to engage with, on behalf of the user, and during the assisted telephone call, based on the input, and identify an IVR tree stored in association with the entity. In various implementations, navigation of the IVR tree can be modified based on interaction(s) detected at a client device subsequent to initiating the assisted telephone call. In various implementations, the assisted telephone call can be initiated from a search interface, and the target state can be associated with a given search result. In various implementations, the IVR tree can be dynamic in that only a subset of candidate state(s) of the IVR tree may be available as the target state.

Implementations are directed to utilizing an assistant to automatically navigate an interactive voice response (IVR) tree to arrive at a target state during an assisted telephone call. The assistant can receive input to initiate the assisted telephone call, identify an entity to engage with, on behalf of the user, and during the assisted telephone call, based on the input, and identify an IVR tree stored in association with the entity. In various implementations, navigation of the IVR tree can be modified based on interaction(s) detected at a client device subsequent to initiating the assisted telephone call. In various implementations, the assisted telephone call can be initiated from a search interface, and the target state can be associated with a given search result. In various implementations, the IVR tree can be dynamic in that only a subset of candidate state(s) of the IVR tree may be available as the target state.

A system and method for utilizing a plain-old-telephone (“POT”) to interface with a digital assistant system. The POT is linked to an interface adapted to selectively provide a bidirectional audio connection to a standard telephone communication network, or to provide an interface to a digital assistant system in response to user voice commands. The functionality of the POT digital assistant interface being dependent upon the user input—DTMF tone/pulse dialing signals as opposed to voice commands spoken into the POT mouthpiece. Audio cues and prompts, as well as audio responses from the digital assistant system are provided to the user via the POT earpiece. Digital assistant functionality is provided via a simple and familiar interface, without impeding any standard voice telephony functionality (making/receiving calls, call waiting, caller ID, etc.)

Telecommunications systems and methods having a mapping server; a communication network; and a mapping database in communication with the mapping server via the communication network, the mapping database associating telephone identifier data strings (which identify a target telephone device) with numeric telephone identifiers; the mapping server is configured to match numeric telephone identifiers of a source telephone of a caller and a target telephone of a callee with respective telephone identifier data strings using the mapping database; the mapping sever is configured to initiate an electronic communication between the source telephone and the target telephone; the numeric telephone identifier of the target telephone is masked to the caller using the target telephone identifier; the mapping server is configured to locate the target telephone device by the telephone identifier data string to provide a Global Positioning System display of the target telephone device on a screen of a source telephone device.

Systems and methods for automated telephone host system interaction. A system can include one or more client applications executable by respective communication devices and a server in communication with the respective communication devices. The system can store user information for a user and receive, from the user, requests associated with a service provider. Responsive to the requests, the system can cause initiation of a call center call to a call center associated with the service provider, automatically navigate a call handling system of the call center, monitor a held call center call, and detect when a live agent answers the call. Responsive to detecting the live agent, the system can initiate a call to the user device and bridge the calls such that the user can speak to the live agent.

Systems and methods are provided for initiating an Intelligent Virtual Assistant (IVA) for facilitating user interaction with an automated call handling system such as Interactive Voice Response (IVR) system. A computer-implemented method may obtain a command for initiating an IVA system during a call between a mobile device operated by a user and an automated call handling system. Next, the method may obtain a first natural language command from the mobile device, determine a first user action based on the first natural language command, and transmit the determined user action to the automated call handling system. Finally, the method may obtain a first audio response from the automated call handling system in response to the transmitted user action, and transmit the first audio response to the user upon determining that the first audio response includes information associated with the first user request.

Systems and methods are provided for initiating an Intelligent Virtual Assistant (IVA) for facilitating user interaction with the automated call handling system such as Interactive Voice Response (IVR) system. A computer-implemented method may obtain a command for initiating an IVA system during a call between a mobile device operated by a user and an automated call handling system. Next, the method may obtain a first natural language command from the mobile device, determine a first user action based on the first natural language command, and transmit the determined user action to the automated call handling system. Finally, the method may obtain a first audio response from the automated call handling system in response to the transmitted user action, and transmit the first audio response to the user upon determining that the first audio response includes information associated with the first user request.

A system for providing help includes a smartphone having a cellular transceiver and a global positioning subsystem. A call center server computer system has a plurality of agent computers. Software running on the smartphone is configured to recognize a preprogrammed specific utterance and to connect with the call center server computer system. After the preprogrammed specific utterance is detected, the software running on the smartphone initiates a call to the call center server computer system. When the call center server computer system receives the call, the call center server computer system retrieves a data record associated with the smartphone using a caller-id of the call and the call center server computer system assigns an agent computer. At least part of the data record is displayed on a display of that agent computer and an audio connection is made between that agent computer and the smartphone.

In general, the subject matter described in this specification can be embodied in methods, systems, and program products for providing search results automatically to a user of a computing device. A spoken input provided by a user to a computing device is received. The spoken input is transmitted to a computer server system that is remote from the computing device. Search result information that is responsive to the spoken input is receiving by the computing device and in response to the transmitted spoken input. An alert is provided to the user that the device will connect the user to a target of the search result information if the user does not intervene to stop the connecting of the user. The user is connected to the target of the search result information based on a determination that the user has not intervened to stop the connecting of the user.

Systems and methods for automated telephone host system interaction. A system can include one or more client applications executable by respective communication devices and a server in communication with the respective communication devices. The system can store user information for a user and receive, from the user, requests associated with a service provider. Responsive to the requests, the system can cause initiation of a call center call to a call center associated with the service provider, automatically navigate a call handling system of the call center, monitor a held call center call, and detect when a live agent answers the call. Responsive to detecting the live agent, the system can initiate a call to the user device and bridge the calls such that the user can speak to the live agent.