公开(公告)号：US12111858B1

公开(公告)日：2024-10-08

申请号：US18481036

申请日：2023-10-04

Applicant: Salesforce, Inc.

Inventor： Regunathan Radhakrishnan ,  Zachary Alexander ,  Yuanxin Wang ,  Sitaram Asur ,  Aron Kale

IPC: G06F16/33 ,  G06F16/31 ,  G06N3/0455

CPC classification number: G06F16/3347 ,  G06F16/31 ,  G06N3/0455

Abstract: A text interaction record including interaction text from one or more messages between a client machine and a service provider is received at a database system. A search vector including a text embedding representing the interaction text in a multi-dimensional vector space may be determined based on the interaction text via a processor at the database system. A reference interaction record including reference interaction text may be retrieved from the database system based on the search vector. The reference interaction record may include a reference vector representing the reference interaction text in the multi-dimensional vector space. Recommended reply text is determined based on the interaction text and the reference interaction text by a large language model configured to generate the recommended reply text in response to a prompt that includes one or more natural language instructions.

公开(公告)号：US12153640B2

公开(公告)日：2024-11-26

申请号：US18079857

申请日：2022-12-12

Applicant: Salesforce, Inc.

Inventor： Feifei Jiang ,  Zachary Alexander ,  Yuanxin Wang ,  Yixin Mao ,  Sitaram Asur ,  Regunathan Radhakrishnan ,  Aron Kale

IPC: G06F16/9535 ,  G06F16/9538

Abstract: A cloud platform establishes a communication session between an agent and a user. The communication session is over an electrical medium. The cloud platform generates an interface on a client device associated with the agent. A first portion of the interface is configured to exchange messages between the agent and the user for a conversation or otherwise transcribe a conversation between the agent and the user. The cloud platform obtains, at a first time, a set of utterances from a transcript of the conversation. The cloud platform accesses a database including a plurality of articles. The cloud platform generates relevance scores between the conversation and the plurality of articles. The cloud platform then selects a subset of articles having relevance scores above a threshold value or proportion. The identified articles are presented on a second portion of the interface.

公开(公告)号：US20240193213A1

公开(公告)日：2024-06-13

申请号：US18079857

申请日：2022-12-12

Applicant: Salesforce, Inc.

Inventor： Feifei Jiang ,  Zachary Alexander ,  Yuanxin Wang ,  Yixin Mao ,  Sitaram Asur ,  Regunathan Radhakrishnan ,  Aron Kale

IPC: G06F16/9535 ,  G06F16/9538

CPC classification number: G06F16/9535 ,  G06F16/9538

Abstract: A cloud platform establishes a communication session between an agent and a user. The communication session is over an electrical medium. The cloud platform generates an interface on a client device associated with the agent. A first portion of the interface is configured to exchange messages between the agent and the user for a conversation or otherwise transcribe a conversation between the agent and the user. The cloud platform obtains, at a first time, a set of utterances from a transcript of the conversation. The cloud platform accesses a database including a plurality of articles. The cloud platform generates relevance scores between the conversation and the plurality of articles. The cloud platform then selects a subset of articles having relevance scores above a threshold value or proportion. The identified articles are presented on a second portion of the interface.