公开(公告)号：US10783188B2

公开(公告)日：2020-09-22

申请号：US15436581

申请日：2017-02-17

Applicant: salesforce.com, inc.

Inventor： Xin Wang

IPC: G06F7/00 ,  G06F17/00 ,  G06F16/903 ,  G06Q10/10 ,  G06F16/17

Abstract: Disclosed are examples of systems, apparatus, methods, and computer program products for providing an embedded self-help service for e-commerce applications. A number of enterprise records are maintained within a database. First input data is then processed from a user device connected to an e-commerce environment. The first input data indicates that a user requests assistance from an e-commerce provider associated with the e-commerce environment. A conversational widget is initiated, configurable for display on the user device and embedded within the e-commerce environment. A first request for the user device to provide second input data is processed, as well as the second input data. A user intent for disambiguation of the second input data is then determined in associated with the enterprise records, and a user-actionable application module is initiated corresponding to the user intent, configurable for display on the user device and embedded within the conversational widget.

公开(公告)号：US20190005460A1

公开(公告)日：2019-01-03

申请号：US15637104

申请日：2017-06-29

Applicant: salesforce.com, inc.

Inventor： Xin Wang ,  Peter CHUNG ,  Adrian RAPP

IPC: G06Q10/10 ,  G06F3/0482

Abstract: Disclosed herein are system, method, and computer program product embodiments for a service appointment system (SAS). An embodiment operates by receiving, via an interface, a request to access a previously set appointment with a field agent, wherein the appointment indicates a time and location where the appointment is to take place. Responsive to the request to access and via the interface, details about the appointment are provided. A request to communicate with the field agent is received. It is determined that the request to communicate satisfies communication threshold. Based on the determination, a bi-directional communication channel between a requester of the appointment and the field agent is provided prior to the field agent arriving to the location of the appointment at the time of the appointment.

公开(公告)号：US20180239837A1

公开(公告)日：2018-08-23

申请号：US15436581

申请日：2017-02-17

Applicant: salesforce.com, inc.

Inventor： Xin Wang

IPC: G06F17/30 ,  G06Q10/10

CPC classification number: G06F16/90335 ,  G06F16/17 ,  G06Q10/1095

Abstract: Disclosed are examples of systems, apparatus, methods, and computer program products for providing an embedded self-help service for e-commerce applications. A number of enterprise records are maintained within a database. First input data is then processed from a user device connected to an e-commerce environment. The first input data indicates that a user requests assistance from an e-commerce provider associated with the e-commerce environment. A conversational widget is initiated, configurable for display on the user device and embedded within the e-commerce environment. A first request for the user device to provide second input data is processed, as well as the second input data. A user intent for disambiguation of the second input data is then determined in associated with the enterprise records, and a user-actionable application module is initiated corresponding to the user intent, configurable for display on the user device and embedded within the conversational widget.

公开(公告)号：US11016633B2

公开(公告)日：2021-05-25

申请号：US15480474

申请日：2017-04-06

Applicant: salesforce.com, inc.

Inventor： Adrian Dieter Rapp ,  Xin Wang ,  Peter Francis White ,  Sheila Bernadette Christian

IPC: G06F3/0481

Abstract: A non-transitory tangible computer readable medium containing instructions configured to cause one or more processors to execute a process. The process comprises monitoring user input, preferences, and navigation patterns of a website or computer application on a user computer device, such as a computer, phone, or tablet. Administrator-defined rules are applied to the user input, preferences, or navigation patterns to generate a suggestion for a customer service application, such as a self-service FAQ page, video chat assistance, live chat assistance, or a case ticket system. The customer service application suggestion is displayed on the user computer device and may be transferred to a different device.

公开(公告)号：USD816686S1

公开(公告)日：2018-05-01

申请号：US29579929

申请日：2016-10-04

Applicant: salesforce.com, inc.

Designer： Adrian Dieter Rapp ,  Peter Francis White ,  Xin Wang ,  Sheila Bernadette Christian