公开(公告)号：US20210240779A1

公开(公告)日：2021-08-05

申请号：US17239295

申请日：2021-04-23

Applicant: salesforce.com, inc.

Inventor： Sitaram ASUR ,  Aditya SAKHUJA ,  Hui S. FISHER ,  Anjan GOSWAMI ,  Khoa LE

IPC: G06F16/9032 ,  G06F9/451 ,  G06F40/30 ,  G06F40/295

Abstract: A method is provided for generating a ranked list of candidate responders. In some embodiments, the method includes receiving a question from a user and generating a question feature vector representing an intent of the question and a first skill set inferred from the question. The method also includes for one or more candidate responders, generating a candidate feature vector representing a skill set and questions associated with the respective candidate responder; computing a reputation score based on questions and user feedback associated with the respective candidate responder; and computing, based on the question feature vector, candidate feature vector, and reputation score, a probability score representing a prediction of the quality of an answer that would be provided by the respective candidate responder if the input question were routed to the respective candidate responder. The method further includes generating a ranked list of candidate responders using the computed probability scores.

公开(公告)号：US20200097616A1

公开(公告)日：2020-03-26

申请号：US16140418

申请日：2018-09-24

Applicant: salesforce.com, inc.

Inventor： Sitaram ASUR ,  Aditya SAKHUJA ,  Hui S. FISHER ,  Anjan GOSWAMI ,  Khoa LE

IPC: G06F17/30 ,  G06F17/27 ,  G06F9/451

Abstract: A method is provided for generating a ranked list of candidate responders. In some embodiments, the method includes receiving a question from a user and generating a question feature vector representing an intent of the question and a first skill set inferred from the question. The method also includes for one or more candidate responders, generating a candidate feature vector representing a skill set and questions associated with the respective candidate responder; computing a reputation score based on questions and user feedback associated with the respective candidate responder; and computing, based on the question feature vector, candidate feature vector, and reputation score, a probability score representing a prediction of the quality of an answer that would be provided by the respective candidate responder if the input question were routed to the respective candidate responder. The method further includes generating a ranked list of candidate responders using the computed probability scores.

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.