公开(公告)号：US20200097608A1

公开(公告)日：2020-03-26

申请号：US16139386

申请日：2018-09-24

Applicant: salesforce.com, inc.

Inventor： Pingping XIU ,  Sitaram ASUR ,  Anjan GOSWAMI ,  Ziwei CHEN ,  Na CHENG ,  Suhas SATISH ,  Jacob Nathaniel HUFFMAN ,  Peter Francis WHITE ,  WeiPing PENG ,  Aditya SAKHUJA ,  Jayesh GOVINDARAJAN ,  Edgar Gerardo VELASCO

IPC: G06F17/30 ,  G06N5/00 ,  H04L29/08

Abstract: A method and system for recommending articles including: receiving a customer request from the customer during the session; generating case data for a case, by an article recommender app; configuring a training set based on the subject and description data of the customer request; identifying, by an artificial intelligence (AI) app, a first pool of articles from a knowledge database; identifying by at least one query, a second pool of articles from a case article database to into a merged pool of articles; assigning, by the AI app, an implicit label to one of the first pool and the second pool of the articles; applying a model derived by the AI app based on customer behavior and a set of features related to the case to classify each article of the merged pool of articles based at least in part on the predicted relevance of the article.