公开(公告)号：US11050700B2

公开(公告)日：2021-06-29

申请号：US15803720

申请日：2017-11-03

Applicant: salesforce.com, inc.

Inventor： William Christopher Fama Roller ,  Shardul Vikram ,  Alex Michael Noe ,  Noah William Burbank ,  Sammy Adnan Nammari ,  Ascander Dost ,  Shuvajit Das ,  Oliver Qian Tang ,  Robert Christopher Ames ,  Madhav Vaidyanathan ,  Wing Hing Ku ,  Bhaskar Garg ,  Xu Yang ,  Madeleine Mary Gill ,  Percy Dara Mehta ,  Janelle Wen Hui Teng ,  Abraham Dio Suharli ,  Alexis Roos ,  Wenhao Liu ,  Nelson Esteban Acevedo ,  Joseph Gerald Keller ,  Rohit Deshpande ,  Sandeep Raju Prabhakar

IPC: H04L12/58 ,  G06N3/04 ,  G06N3/08 ,  G06Q10/10 ,  G06F40/30 ,  G06F40/40 ,  G06F40/56 ,  G06F40/186 ,  G06F40/216 ,  G06F40/295

Abstract: Methods, systems, and devices for analyzing communication messages (e.g., emails) and selecting corresponding actions are described. In some database systems, a user may receive multiple messages at a user device. To efficiently determine responses to these messages, the user device may send the messages to a backend server for analysis. The server may perform natural language processing (NLP) to classify the message with one or more binary classifications and may extract metadata from each message. Based on the classifications and the metadata, the server may determine one or more actions the user device may perform to respond to each message. The server may send instructions to the user device indicating the suggested actions, and the user device may display these actions as options to a user. Additionally, the user device may use the classifications and metadata to automatically generate one or more communication templates in response to the message.

公开(公告)号：US20190140995A1

公开(公告)日：2019-05-09

申请号：US15803720

申请日：2017-11-03

Applicant: salesforce.com, inc.

Inventor： William Christopher Fama Roller ,  Shardul Vikram ,  Alex Michael Noe ,  Noah William Burbank ,  Sammy Adnan Nammari ,  Ascander Dost ,  Shuvajit Das ,  Oliver Qian Tang ,  Robert Christopher Ames ,  Madhav Vaidyanathan ,  Wing Hing Ku ,  Bhaskar Garg ,  Xu Yang ,  Madeleine Mary Gill ,  Percy Dara Mehta ,  Janelle Wen Hui Teng ,  Abraham Dio Suharli ,  Alexis Roos ,  Wenhao Liu ,  Nelson Esteban Acevedo ,  Joseph Gerald Keller ,  Rohit Deshpande ,  Sandeep Raju Prabhakar

IPC: H04L12/58 ,  G06N3/08 ,  G06N3/04 ,  G06F17/28

Abstract: Methods, systems, and devices for analyzing communication messages (e.g., emails) and selecting corresponding actions are described. In some database systems, a user may receive multiple messages at a user device. To efficiently determine responses to these messages, the user device may send the messages to a backend server for analysis. The server may perform natural language processing (NLP) to classify the message with one or more binary classifications and may extract metadata from each message. Based on the classifications and the metadata, the server may determine one or more actions the user device may perform to respond to each message. The server may send instructions to the user device indicating the suggested actions, and the user device may display these actions as options to a user. Additionally, the user device may use the classifications and metadata to automatically generate one or more communication templates in response to the message.