公开(公告)号：US11475064B2

公开(公告)日：2022-10-18

申请号：US15617258

申请日：2017-06-08

Applicant: salesforce.com, inc.

Inventor： Roojuta Lalani ,  Karthik Shankar ,  Neeraj Ahuja

IPC: G06F16/901 ,  G06F16/951 ,  G06F16/22

Abstract: A method in a database system is disclosed. The method comprises generating a task template object from a platform entity with polymorphic lookup capability that can map to multiple tenant domains wherein the task template object contains one or more task completion storage records for storing task-specific information, converting the task template object into a work-type object by storing task-specific information in the one or more task completion storage records wherein the work-type object comprises a work-type object identifier (ID), a first record for recording the database ID of one or more work order objects mapped to the work-type object, and a first task completion storage record for storing a first type of task-specific information. The method further comprises generating a work order object for a task and providing the work order object with access to the task-specific information by linking the work-type object to the work order object.

公开(公告)号：US10650337B2

公开(公告)日：2020-05-12

申请号：US15882751

申请日：2018-01-29

Applicant: salesforce.com, inc.

Inventor： Roojuta Lalani ,  Tyler Shopshire ,  Kavya Murali ,  Neeraj Ahuja ,  Sudhakara Reddy Peddi

IPC: G06Q10/06 ,  G06Q10/08

Abstract: A method for technical field service inventory management has been developed. A software platform manages product inventory for use by a field service technician. The platform creates objects for a work order, a product required, a location, an address/appointment, a product item, a product item transaction and a product item consumed. The product item consumed object is used to automatically update the status of product inventory as the product is used by the field service technician.

公开(公告)号：US11769013B2

公开(公告)日：2023-09-26

申请号：US16680323

申请日：2019-11-11

Applicant: salesforce.com, inc.

Inventor： Michael Machado ,  James Douglas Harrison ,  Caiming Xiong ,  Xinyi Yang ,  Thomas Archie Cook ,  Roojuta Lalani ,  Jean-Marc Soumet ,  Karl Ryszard Skucha ,  Juan Rodriguez ,  Manju Vijayakumar ,  Vishal Motwani ,  Tian Xie ,  Bryan McCann ,  Nitish Shirish Keskar ,  Zhihao Zou ,  Chitra Gulabrani ,  Minal Khodani ,  Adarsha Badarinath ,  Rohiniben Thakar ,  Srikanth Kollu ,  Kevin Schoen ,  Qiong Liu ,  Amit Hetawal ,  Kevin Zhang ,  Kevin Zhang ,  Johnson Liu ,  Rafael Amsili

IPC: G10L15/16 ,  G06F40/30 ,  G06N3/08 ,  H04L51/02 ,  G06N3/04 ,  G06F40/295

CPC classification number: G06F40/30 ,  G06F40/295 ,  G06N3/04 ,  G06N3/08 ,  H04L51/02

Abstract: A multi-tenant system performs custom configuration of a tenant-specific chatbot to process and act upon natural language requests. The multi-tenant system configures the tenant-specific chatbots without requiring tenant-specific training. The multi-tenant system providing a user interface for configuring a tenant-specific set of permitted actions. The multi-tenant system determines a set of example phrases for each of the selected permitted actions. The multi-tenant system receives a natural language request from a user and identifies the action that the user wants to perform. The multi-tenant system uses a neural network to compare the natural language request with example phrases to identify an example phrase that matches the natural language request. The multi-tenant system performs the action corresponding to the matching example phrase.

公开(公告)号：US10970486B2

公开(公告)日：2021-04-06

申请号：US16134956

申请日：2018-09-18

Applicant: salesforce.com, inc.

Inventor： Michael Machado ,  John Ball ,  Thomas Archie Cook, Jr. ,  Shashank Harinath ,  Roojuta Lalani ,  Zineb Laraki ,  Qingqing Liu ,  Mike Rosenbaum ,  Karl Ryszard Skucha ,  Jean-Marc Soumet ,  Manju Vijayakumar

IPC: G06F40/295 ,  G06F16/332 ,  G06F40/30 ,  G10L15/18 ,  G10L15/22 ,  G10L15/30

Abstract: Approaches to using unstructured input to update heterogeneous data stores include receiving unstructured text input, receiving a template for interpreting the unstructured text input, identifying, using an entity classifier, entities in the unstructured text input, identifying one or more potential parent entities from the identified entities based on the template, receiving a selection of a parent entity from the one or more potential parent entities, identifying one or more potential child entities from the identified entities based on the template and the selected parent entity, receiving a selection of a child entity from the one or more potential child entities, identifying an action item in the unstructured text input based on the identified entities and the template, determining, using an intent classifier, an intent of the action item, and updating a data store based on the determined intent, the identified entities, and the selected child entity.

公开(公告)号：US11544465B2

公开(公告)日：2023-01-03

申请号：US17211162

申请日：2021-03-24

Applicant: salesforce.com, inc.

Inventor： Michael Machado ,  John Ball ,  Thomas Archie Cook, Jr. ,  Shashank Harinath ,  Roojuta Lalani ,  Zineb Laraki ,  Qingqing Liu ,  Mike Rosenbaum ,  Karl Ryszard Skucha ,  Jean-Marc Soumet ,  Manju Vijayakumar

IPC: G06F40/295 ,  G06F16/332 ,  G06F40/30 ,  G10L15/18 ,  G10L15/22 ,  G10L15/30

Abstract: Approaches to using unstructured input to update heterogeneous data stores include receiving unstructured text input, receiving a template for interpreting the unstructured text input, identifying, using an entity classifier, entities in the unstructured text input, identifying one or more potential parent entities from the identified entities based on the template, receiving a selection of a parent entity from the one or more potential parent entities, identifying one or more potential child entities from the identified entities based on the template and the selected parent entity, receiving a selection of a child entity from the one or more potential child entities, identifying an action item in the unstructured text input based on the identified entities and the template, determining, using an intent classifier, an intent of the action item, and updating a data store based on the determined intent, the identified entities, and the selected child entity.

公开(公告)号：US20210141865A1

公开(公告)日：2021-05-13

申请号：US16680323

申请日：2019-11-11

Applicant: salesforce.com, inc.

Inventor： Michael Machado ,  James Douglas Harrison ,  Caiming Xiong ,  Xinyi Yang ,  Thomas Archie Cook ,  Roojuta Lalani ,  Jean-Marc Soumet ,  Karl Ryszard Skucha ,  Juan Manuel Rodriguez ,  Manju Vijayakumar ,  Vishal Motwani ,  Tian Xie ,  Bryan McCann ,  Nitish Shirish Keskar ,  Armen Abrahamyan ,  Zhihao Zou ,  Chitra Gulabrani ,  Minal Khodani ,  Adarsha Badarinath ,  Rohiniben Thakar ,  Srikanth Kollu ,  Kevin Schoen ,  Qiong Liu ,  Amit Hetawal ,  Kevin Zhang ,  Kevin Zhang ,  Victor Brouk ,  Johnson Liu ,  Rafael Amsili

IPC: G06F17/27 ,  G06N3/08 ,  G06N3/04 ,  H04L12/58

Abstract: A multi-tenant system performs custom configuration of a tenant-specific chatbot to process and act upon natural language requests. The multi-tenant system configures the tenant-specific chatbots without requiring tenant-specific training. The multi-tenant system providing a user interface for configuring a tenant-specific set of permitted actions. The multi-tenant system determines a set of example phrases for each of the selected permitted actions. The multi-tenant system receives a natural language request from a user and identifies the action that the user wants to perform. The multi-tenant system uses a neural network to compare the natural language request with example phrases to identify an example phrase that matches the natural language request. The multi-tenant system performs the action corresponding to the matching example phrase.

公开(公告)号：US10719555B2

公开(公告)日：2020-07-21

申请号：US15426446

申请日：2017-02-07

Applicant: salesforce.com, inc.

Inventor： Roojuta Lalani ,  Neeraj Ahuja

IPC: G06F16/901 ,  G06F16/22

Abstract: A method for providing access to a data item in a multi-tenant database system is disclosed. The method comprises storing a data item as a first data object in a first tenant domain in the database system wherein the data item comprises a knowledge-based item and the first data object has a first data object identifier (ID). The method further comprises generating a platform object with polymorphic lookup, storing database ID information for the data item in the platform object, the database ID information for the data item including the first data object ID, providing a first entity in a second tenant domain with access to the data item by linking the platform object to a first tenant-specific object accessible by the first entity, and providing for display in a user interface a link that is mapped to the data item via the platform object and the first tenant-specific object.

公开(公告)号：US20190228363A1

公开(公告)日：2019-07-25

申请号：US15876554

申请日：2018-01-22

Applicant: salesforce.com, inc.

Inventor： Adarsha Badarinath ,  Roojuta Lalani ,  Mannu Mulchandani ,  Nileshkumar Patel ,  Kristen Muramoto

IPC: G06Q10/06 ,  G06Q30/00

Abstract: A method for monitoring and mitigating job-related stress for a CSR using a console computer system in a customer service computer network is provided. The method obtains a set of stress metrics comprising at least a quantity of cases assigned to the CSR, a quantity of escalated cases assigned to the CSR, and a quantity of case milestone violations associated with the CSR; computes a stress score for the CSR based on the set of stress metrics from the CRM software platform, the stress score indicating a level of job-related stress for the CSR; transmits the stress score for the CSR for storage and use; and when the stress score indicates a high level of job-related stress for the CSR, the method causes stress mitigation functions to be performed, the stress mitigation functions being associated with case assignments, case routing, and mindfulness module data.

公开(公告)号：US10831783B2

公开(公告)日：2020-11-10

申请号：US15496983

申请日：2017-04-25

Applicant: salesforce.com, inc.

Inventor： Xiaoyu Xie ,  Roojuta Lalani ,  Rasik Phalak

IPC: G06F16/27 ,  G06F16/23

Abstract: A method and system for updating nodes in a hierarchical data structure is described. The system receives an update to a first node representing a record in a hierarchical data structure. The system determines at least one other node that needs updating based on the update to the first node. The system compares the number of nodes that need updating based upon the update to the first node to a maximum number to determine whether the number of nodes that need updating is less than, equal to and greater than the maximum number. The system performs a synchronous update of the nodes that need updating in response to a determination that the number of nodes is less than or equal to the maximum number and an asynchronous update of the nodes that need updating in response to a determination that the number of nodes is greater than the maximum number.

公开(公告)号：US10754831B2

公开(公告)日：2020-08-25

申请号：US15496894

申请日：2017-04-25

Applicant: salesforce.com, inc.

Inventor： Xiaoyu Xie ,  Roojuta Lalani ,  Rasik Phalak

IPC: G06F16/20 ,  G06F16/21 ,  G06F16/28 ,  G06F16/22

Abstract: A method and system for generating a hierarchical data structure is described. The hierarchical data structure is comprised of a plurality of nodes, wherein each node represents a record. The system monitors the generation of the hierarchical data structure to determine if the number of nodes in the hierarchical data structure exceeds a predetermined maximum number of nodes for the hierarchical data structure. The maximum number of nodes is independent of a width and a height of the hierarchical data structure. The system generates a notification in response to a determination that the number of nodes in the hierarchical data structure exceeds the maximum number of nodes.