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.

公开(公告)号：US20180095612A1

公开(公告)日：2018-04-05

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: G06F3/0482 ,  G06F3/0481

CPC classification number: G06F3/04817

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.