公开(公告)号：US10915827B2

公开(公告)日：2021-02-09

申请号：US16198449

申请日：2018-11-21

Applicant: salesforce.com, inc.

Inventor： Kristen Noriko Muramoto ,  Son Thanh Chang ,  Clement Jacques Antoine Tussoit ,  Melissa Hoang ,  Chaitanya Malla ,  Orjan N. Kjellberg ,  Carlos Enrique Mogollan Jimenez ,  George Hu

IPC: G06N5/04 ,  G06F9/451 ,  G06N99/00 ,  G06F3/0484 ,  G06F3/0482

Abstract: A method of training a predictive model to predict a likely field value for one or more user selected fields within an application. The method comprises providing a user interface for user selection of the one or more user selected fields within the application; analyzing a pre-existing, user provided data set of objects; training, based on the analysis, the predictive model; determining, for each user selected field based on the analysis, a confidence function for the predictive model that identifies the percentage of cases predicted correctly at different applied confidence levels, the percentage of cases predicted incorrectly at different applied confidence levels, and the percentage of cases in which the prediction model could not provide a prediction at different applied confidence levels; and providing a user interface for user review of the confidence functions for user selection of confidence threshold levels to be used with the predictive model.

公开(公告)号：US11314790B2

公开(公告)日：2022-04-26

申请号：US15929364

申请日：2020-04-28

Applicant: salesforce.com, Inc.

Inventor： Son Thanh Chang ,  Weiping Peng ,  Na Cheng ,  Feifei Jiang ,  Jacob Nathaniel Huffman ,  Nandini Suresh Kumar ,  Khoa Le ,  Christopher Larry

IPC: G06F16/00 ,  G06N20/00 ,  G06F16/31 ,  G06F16/35 ,  G06F16/34 ,  H04L51/56 ,  G06F16/2457 ,  G06F16/2455 ,  G06F16/9535

Abstract: Computing systems, database systems, and related methods are provided for recommending values for fields of database objects and dynamically updating a recommended value for a field of a database record in response to updated auxiliary data associated with the database record. One method involves obtaining associated conversational data, segmenting the conversational data, converting each respective segment of conversational data into a numerical representation, generating a combined numerical representation of the conversational data based on the sequence of numerical representations using an aggregation model, generating the recommended value based on the combined numerical representation of the conversational data using a prediction model associated with the field, and autopopulating the field of the case database object with the recommended value.

公开(公告)号：US11301766B2

公开(公告)日：2022-04-12

申请号：US17247764

申请日：2020-12-22

Applicant: salesforce.com, inc.

Inventor： Kristen Noriko Muramoto ,  Son Thanh Chang ,  Clement Jacques Antoine Tussoit ,  Melissa Hoang ,  Chaitanya Malla ,  Orjan N. Kjellberg ,  Carlos Enrique Mogollan Jimenez ,  George Hu

IPC: G06N5/04 ,  G06F9/451 ,  G06N99/00 ,  G06F3/04847 ,  G06F3/0482

Abstract: A method of training a predictive model to predict a likely field value for one or more user selected fields within an application. The method comprises providing a user interface for user selection of the one or more user selected fields within the application; analyzing a pre-existing, user provided data set of objects; training, based on the analysis, the predictive model; determining, for each user selected field based on the analysis, a confidence function for the predictive model that identifies the percentage of cases predicted correctly at different applied confidence levels, the percentage of cases predicted incorrectly at different applied confidence levels, and the percentage of cases in which the prediction model could not provide a prediction at different applied confidence levels; and providing a user interface for user review of the confidence functions for user selection of confidence threshold levels to be used with the predictive model.

公开(公告)号：US10552464B2

公开(公告)日：2020-02-04

申请号：US14575715

申请日：2014-12-18

Applicant: salesforce.com, inc.

Inventor： Bruno Roustant ,  Marc Brette ,  Pierre-Yves Chevalier ,  Francois Lopitaux ,  Ghislain Brun ,  Ilan Ginzburg ,  Jean-Baptiste Charlety ,  Pierre Salagnac ,  Son Thanh Chang

IPC: G06F16/00 ,  G06F16/33

Abstract: A database system may generate a new case associated with a customer support query. The database system may initiate a search for other cases related to the new case and identify articles linked to the related cases. The database system may identify more relevant articles by finding the related cases that use a similar vocabulary for describing similar customer problems. The database system then identifies the articles used for resolving the prior problems. Thus, the database system may bridge the gap between vocabularies used by customers to describe problems and vocabularies used in articles to describe solutions to those problems.

公开(公告)号：US20210182716A1

公开(公告)日：2021-06-17

申请号：US17247764

申请日：2020-12-22

Applicant: salesforce.com, inc.

Inventor： Kristen Noriko Muramoto ,  Son Thanh Chang ,  Clement Jacques Antoine Tussoit ,  Melissa Hoang ,  Chaitanya Malla ,  Orjan N. Kjellberg ,  Carlos Enrique Mogollan Jimenez ,  George Hu

IPC: G06N5/04 ,  G06F9/451 ,  G06N99/00 ,  G06F3/0484 ,  G06F3/0482

Abstract: A method of training a predictive model to predict a likely field value for one or more user selected fields within an application. The method comprises providing a user interface for user selection of the one or more user selected fields within the application; analyzing a pre-existing, user provided data set of objects; training, based on the analysis, the predictive model; determining, for each user selected field based on the analysis, a confidence function for the predictive model that identifies the percentage of cases predicted correctly at different applied confidence levels, the percentage of cases predicted incorrectly at different applied confidence levels, and the percentage of cases in which the prediction model could not provide a prediction at different applied confidence levels; and providing a user interface for user review of the confidence functions for user selection of confidence threshold levels to be used with the predictive model.

公开(公告)号：US20210149933A1

公开(公告)日：2021-05-20

申请号：US15929364

申请日：2020-04-28

Applicant: salesforce.com, Inc.

Inventor： Son Thanh Chang ,  Weiping Peng ,  Na Cheng ,  Feifei Jiang ,  Jacob Nathaniel Huffman ,  Nandini Suresh Kumar ,  Khoa Le ,  Christopher Larry

IPC: G06F16/31 ,  H04L12/58 ,  G06F16/34 ,  G06F16/35

Abstract: Computing systems, database systems, and related methods are provided for recommending values for fields of database objects and dynamically updating a recommended value for a field of a database record in response to updated auxiliary data associated with the database record. One method involves obtaining associated conversational data, segmenting the conversational data, converting each respective segment of conversational data into a numerical representation, generating a combined numerical representation of the conversational data based on the sequence of numerical representations using an aggregation model, generating the recommended value based on the combined numerical representation of the conversational data using a prediction model associated with the field, and autopopulating the field of the case database object with the recommended value.

公开(公告)号：US20160179906A1

公开(公告)日：2016-06-23

申请号：US14575715

申请日：2014-12-18

Applicant: salesforce.com, inc.

Inventor： Bruno ROUSTANT ,  Marc Brette ,  Pierre-Yves Chevalier ,  Francois Lopitaux ,  Ghislain Brun ,  Ilan Ginzburg ,  Jean-Baptiste Charlety ,  Pierre Salagnac ,  Son Thanh Chang

IPC: G06F17/30

CPC classification number: G06F16/334 ,  G06F16/3334

Abstract: A database system may generate a new case associated with a customer support query. The database system may initiate a search for other cases related to the new case and identify articles linked to the related cases. The database system may identify more relevant articles by finding the related cases that use a similar vocabulary for describing similar customer problems. The database system then identifies the articles used for resolving the prior problems. Thus, the database system may bridge the gap between vocabularies used by customers to describe problems and vocabularies used in articles to describe solutions to those problems.

Abstract translation: 数据库系统可以生成与客户支持查询相关联的新案例。 数据库系统可以启动与新案例相关的其他案例的搜索，并识别与相关案例相关的文章。 数据库系统可以通过查找使用类似词汇表描述类似客户问题的相关案例来识别更多相关的文章。 数据库系统然后识别用于解决先前问题的文章。 因此，数据库系统可以弥合客户使用的词汇之间的差距，以描述文章中使用的问题和词汇来描述这些问题的解决方案。