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公开(公告)号：US20200097544A1
公开(公告)日：2020-03-26
申请号：US16138662
申请日：2018-09-21
Applicant: salesforce.com, inc.
Inventor： Zachary Alexander , Jayesh Govindarajan , Peter White , Weiping Peng , Colleen Smith , Vishal Shah , Jacob Nathaniel Huffman , Alejandro Gabriel Perez Rodriguez , Edgar Gerardo Velasco , Na Cheng
Abstract: A data processing system analyzes a corpus of conversation data received at an interactive conversation service to train a response recommendation model. The response recommendation model generates response vectors based on custom responses and using the trained model and generates a context vector based on received input at the interactive conversation service. The context vector is compared to the set of response vectors to identify a set of recommended responses, which are recommended to an agent conversing with a user using the interactive conversation service.
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公开(公告)号：US20190197558A1
公开(公告)日：2019-06-27
申请号：US16193151
申请日：2018-11-16
Applicant: salesforce.com, inc.
Inventor： Chetanya Chauhan , Michael Quoc Luu , Vinodh Rajagopal , Peter White
CPC classification number: G06Q30/016 , G06F16/288 , G06Q50/01
Abstract: Disclosed are database systems, methods, apparatus, and computer program products for escalating data content to an associated database object. For instance, a data content item shared in an online forum can be processed to identify a characteristic. It can be determining whether the characteristic satisfies a first elevation condition identified by one or more data objects. Also, it can be determined whether an identified database record associated with a user satisfies a second elevation condition. Further, it can be determined whether a characteristic of the user satisfies a third elevation condition. When the elevation conditions are satisfied, a database record can be generated or updated to identify at least a portion of the data content item and identify an attribute of the user.
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公开(公告)号：US20160379222A1
公开(公告)日：2016-12-29
申请号：US14752312
申请日：2015-06-26
Applicant: salesforce.com, inc.
Inventor： Chetanya Chauhan , Michael Quoc Luu , Vinodh Rajagopal , Peter White
CPC classification number: G06Q30/016 , G06F16/288 , G06Q50/01
Abstract: Disclosed are methods, apparatus, systems, and computer program products for escalating community content to an associated case. Characteristics of community content can be compared with rules to generate a customer service case record based on the community content.
Abstract translation: 公开了用于将社区内容升级到相关案例的方法，设备，系统和计算机程序产品。 可以将社区内容的特征与规则进行比较，以根据社区内容生成客户服务案例记录。
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公开(公告)号：US10853577B2
公开(公告)日：2020-12-01
申请号：US16138662
申请日：2018-09-21
Applicant: salesforce.com, inc.
Inventor： Zachary Alexander , Jayesh Govindarajan , Peter White , Weiping Peng , Colleen Smith , Vishal Shah , Jacob Nathaniel Huffman , Alejandro Gabriel Perez Rodriguez , Edgar Gerardo Velasco , Na Cheng
IPC: G06F40/30 , G06N3/04 , G06N3/08 , G06F40/35 , G06F3/0484
Abstract: A data processing system analyzes a corpus of conversation data received at an interactive conversation service to train a response recommendation model. The response recommendation model generates response vectors based on custom responses and using the trained model and generates a context vector based on received input at the interactive conversation service. The context vector is compared to the set of response vectors to identify a set of recommended responses, which are recommended to an agent conversing with a user using the interactive conversation service.
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