Automated response system with API calls and human agent interaction via language model prompts

A system, comprising at least one server computer comprising at least one processor and at least one memory, the at least one server computer configured to:

• receive a first user communication from a first user;
• generate a first language model prompt, wherein the first language model prompt:
• comprises a representation of the first user communication,
• describes a plurality of language model response types, the plurality of language model response types comprising (a) transmitting a communication to a user, (b) performing an API call, and (c) requesting assistance from a human agent, and
• instructs a language model to return a language model response;
• receive a first language model response from the language model as a result of submitting the first language model prompt to the language model, wherein the first language model response indicates a type of performing an API call and comprises a representation of a first API call;
• receive a first API response as a result of performing the first API call;
• generate a second language model prompt, wherein the second language model prompt:
• comprises the representation of the first user communication and a representation of the first API response,
• describes the plurality of language model response types, and
• instructs the language model to return a language model response;
• receive a second language model response from the language model as a result of submitting the second language model prompt to the language model, wherein the second language model response indicates a type of requesting assistance from a human agent and comprises a representation of a first human agent request;
• cause the first human agent request to be presented to a first human agent;
• receive a first human agent communication from the first human agent;
• generate a third language model prompt, wherein the third language model prompt:
• comprises the representation of the first user communication, the representation of the first API response, and a representation of the first human agent communication,
• describes the plurality of language model response types, and
• instructs the language model to return a language model response;
• receive a third language model response from the language model as a result of submitting the third language model prompt to the language model, wherein the third language model response indicates a type of transmitting a communication to a user and comprises a representation of a first automated communication;
• and
• cause the first automated communication to be presented to the first user.

One or more non-transitory, computer-readable media comprising computer-executable instructions that, when executed, cause at least one processor to perform actions comprising:

• receiving a first user communication from a first user;
• generating a first language model prompt, wherein the first language model prompt:
• comprises a representation of the first user communication,
• describes a plurality of language model response types, the plurality of language model response types comprising (a) transmitting a communication to a user, (b) performing an API call, and (c) requesting assistance from a human agent, and
• instructs a language model to return a language model response;
• receiving a first language model response from the language model as a result of submitting the first language model prompt to the language model, wherein the first language model response indicates a type of performing an API call and comprises a representation of a first API call;
• receiving a first API response as a result of performing the first API call;
• generating a second language model prompt, wherein the second language model prompt:
• comprises the representation of the first user communication and a representation of the first API response,
• describes the plurality of language model response types, and
• instructs the language model to return a language model response;
• receiving a second language model response from the language model as a result of submitting the second language model prompt to the language model, wherein the second language model response indicates a type of requesting assistance from a human agent and comprises a representation of a first human agent request;
• causing the first human agent request to be presented to a first human agent;
• receiving a first human agent communication from the first human agent;
• generating a third language model prompt, wherein the third language model prompt:
• comprises the representation of the first user communication, the representation of the first API response, and a representation of the first human agent communication,
• describes the plurality of language model response types, and
• instructs the language model to return a language model response;
• receiving a third language model response from the language model as a result of submitting the third language model prompt to the language model, wherein the third language model response indicates a type of transmitting a communication to a user and comprises a representation of a first automated communication;
• and
• causing the first automated communication to be presented to the first user.