公开(公告)号：US20160179906A1

公开(公告)日：2016-06-23

申请号：US14575715

申请日：2014-12-18

Applicant: salesforce.com, inc.

Inventor： Bruno ROUSTANT ,  Marc Brette ,  Pierre-Yves Chevalier ,  Francois Lopitaux ,  Ghislain Brun ,  Ilan Ginzburg ,  Jean-Baptiste Charlety ,  Pierre Salagnac ,  Son Thanh Chang

IPC: G06F17/30

CPC classification number: G06F16/334 ,  G06F16/3334

Abstract: A database system may generate a new case associated with a customer support query. The database system may initiate a search for other cases related to the new case and identify articles linked to the related cases. The database system may identify more relevant articles by finding the related cases that use a similar vocabulary for describing similar customer problems. The database system then identifies the articles used for resolving the prior problems. Thus, the database system may bridge the gap between vocabularies used by customers to describe problems and vocabularies used in articles to describe solutions to those problems.

Abstract translation: 数据库系统可以生成与客户支持查询相关联的新案例。 数据库系统可以启动与新案例相关的其他案例的搜索，并识别与相关案例相关的文章。 数据库系统可以通过查找使用类似词汇表描述类似客户问题的相关案例来识别更多相关的文章。 数据库系统然后识别用于解决先前问题的文章。 因此，数据库系统可以弥合客户使用的词汇之间的差距，以描述文章中使用的问题和词汇来描述这些问题的解决方案。

公开(公告)号：US10552464B2

公开(公告)日：2020-02-04

申请号：US14575715

申请日：2014-12-18

Applicant: salesforce.com, inc.

Inventor： Bruno Roustant ,  Marc Brette ,  Pierre-Yves Chevalier ,  Francois Lopitaux ,  Ghislain Brun ,  Ilan Ginzburg ,  Jean-Baptiste Charlety ,  Pierre Salagnac ,  Son Thanh Chang

IPC: G06F16/00 ,  G06F16/33

Abstract: A database system may generate a new case associated with a customer support query. The database system may initiate a search for other cases related to the new case and identify articles linked to the related cases. The database system may identify more relevant articles by finding the related cases that use a similar vocabulary for describing similar customer problems. The database system then identifies the articles used for resolving the prior problems. Thus, the database system may bridge the gap between vocabularies used by customers to describe problems and vocabularies used in articles to describe solutions to those problems.