公开(公告)号：US20210035113A1

公开(公告)日：2021-02-04

申请号：US16526887

申请日：2019-07-30

Applicant: salesforce.com, inc.

Inventor： Santhosh Kumar Kuchoor ,  Orjan N. Kjellberg ,  Jonathan Rico Morales ,  Michael Macasek ,  Parvinder Ghotra ,  Nathan Hess ,  Vartika Vaish

IPC: G06Q30/00 ,  H04L12/58 ,  G06F16/903

Abstract: The communication system includes a core system having a processor storing user variables representing user-specific information. A messaging system supports communication between a user and an automated bot agent over at least one user-chosen channel employing channel-agnostic context variables. A runtime system mediates a conversation session between user and bot agent, using at least one predefined context variable. A context mapping data store stores a mapping configuration representing a correlation between the channel-agnostic variable of the user-chosen channel and a field in the core CRM system. Using the context mapping data store, the messaging system responds to a communication from the user by querying the context mapping data store to acquire and pass to the runtime system the resolved mapping configuration values corresponding to the user-chosen channel for each defined context variable.

公开(公告)号：US11087333B2

公开(公告)日：2021-08-10

申请号：US16526887

申请日：2019-07-30

Applicant: salesforce.com, inc.

Inventor： Santhosh Kumar Kuchoor ,  Orjan N. Kjellberg ,  Jonathan Rico Morales ,  Michael Macasek ,  Parvinder Ghotra ,  Nathan Hess ,  Vartika Vaish

IPC: G06Q30/00 ,  G06F16/903 ,  H04L12/58

Abstract: The communication system includes a core system having a processor storing user variables representing user-specific information. A messaging system supports communication between a user and an automated bot agent over at least one user-chosen channel employing channel-agnostic context variables. A runtime system mediates a conversation session between user and bot agent, using at least one predefined context variable. A context mapping data store stores a mapping configuration representing a correlation between the channel-agnostic variable of the user-chosen channel and a field in the core CRM system. Using the context mapping data store, the messaging system responds to a communication from the user by querying the context mapping data store to acquire and pass to the runtime system the resolved mapping configuration values corresponding to the user-chosen channel for each defined context variable.