公开(公告)号：US11790894B2

公开(公告)日：2023-10-17

申请号：US17202077

申请日：2021-03-15

Applicant: salesforce.com, inc.

Inventor： Yixin Mao ,  Zachary Alexander ,  Victor Winslow Yee ,  Joseph R. Zeimen ,  Na Cheng ,  Chien-Sheng Wu ,  Wenhao Liu ,  Caiming Xiong

IPC: G10L15/16 ,  H04L51/02 ,  G10L15/06 ,  G10L15/08 ,  G10L15/22 ,  G06F16/33 ,  G06F40/56

CPC classification number: G10L15/16 ,  G10L15/063 ,  G10L15/08 ,  G10L15/22 ,  H04L51/02 ,  G06F16/3344 ,  G06F40/56

Abstract: A system uses conversation engines to process natural language requests and conduct automatic conversations with users. The system generates responses to users in an online conversation. The system ranks generated user responses for the online conversation. The system generates a context vector based on a sequence of utterances of the conversation and generates response vectors for generated user responses. The system ranks the user responses based on a comparison of the context vectors and user response vectors. The system uses a machine learning based model that uses a pretrained neural network that supports multiple languages. The system determines a context of an utterance based on utterances in the conversation. The system generates responses and ranks them based on the context. The ranked responses are used to respond to the user.

公开(公告)号：US20220293094A1

公开(公告)日：2022-09-15

申请号：US17202077

申请日：2021-03-15

Applicant: salesforce.com, inc.

Inventor： Yixin Mao ,  Zachary Alexander ,  Victor Winslow Yee ,  Joseph R. Zeimen ,  Na Cheng ,  Chien-Sheng Wu ,  Wenhao Liu ,  Caiming Xiong

IPC: G10L15/16 ,  H04L12/58 ,  G10L15/22 ,  G10L15/08 ,  G10L15/06

Abstract: A system uses conversation engines to process natural language requests and conduct automatic conversations with users. The system generates responses to users in an online conversation. The system ranks generated user responses for the online conversation. The system generates a context vector based on a sequence of utterances of the conversation and generates response vectors for generated user responses. The system ranks the user responses based on a comparison of the context vectors and user response vectors. The system uses a machine learning based model that uses a pretrained neural network that supports multiple languages. The system determines a context of an utterance based on utterances in the conversation. The system generates responses and ranks them based on the context. The ranked responses are used to respond to the user.

公开(公告)号：US20220108086A1

公开(公告)日：2022-04-07

申请号：US17159625

申请日：2021-01-27

Applicant: salesforce.com, inc.

Inventor： Chien-Sheng Wu ,  Wenhao Liu ,  Caiming Xiong ,  Linqing Liu

IPC: G06F40/56 ,  G06F40/205

Abstract: Dialogue summarization is challenging due to its multi-speaker standpoints, casual spoken language style, and limited labelled data. The embodiments are directed to a coarse-to-fine dialogue summarization model that improves abstractive dialogue summarization quality and enables granular controllability. A summary draft that includes key words for turns in a dialogue conversation history is created. The summary draft includes pseudo-labelled interrogative pronoun categories and noisy key phrases. The dialogue conversation history is divided into segments. A generate language model is trained to generate a segment summary for each dialogue segment using a portion of the summary draft that corresponds to at least one dialogue turn in the dialogue segment. A dialogue summary is generated using the generative language model trained using the summary draft.

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.

公开(公告)号：US12073178B2

公开(公告)日：2024-08-27

申请号：US17586504

申请日：2022-01-27

Applicant: salesforce.com, inc.

Inventor： Zahra Fatemi ,  Caiming Xiong ,  Wenhao Liu ,  Chen Xing

IPC: G06F40/279 ,  G06F40/35 ,  G06F40/56 ,  G06N3/045 ,  G06N3/08

CPC classification number: G06F40/279 ,  G06F40/35 ,  G06F40/56 ,  G06N3/045 ,  G06N3/08

Abstract: Embodiments are directed to a training framework for reducing gender bias in a pre-trained language model. To reduce gender bias a gender neutral dataset is generated. Next, parameters of the pre-trained language model are frozen and do not change during a subsequent training phase. As all the pre-trained parameters are frozen, forgetting of information from the original training data is minimized. New parameters are added to the language model. The new parameters may be associated with gender related terms, such as profession names. In a subsequent training phase the new parameters of the language model are trained using a gender neutral dataset.

公开(公告)号：US11625436B2

公开(公告)日：2023-04-11

申请号：US17119941

申请日：2020-12-11

Applicant: salesforce.com, inc.

Inventor： Young Mo Kang ,  Wenhao Liu ,  Yingbo Zhou

IPC: G06F16/90 ,  G06F16/9032 ,  G06F16/901 ,  G06F40/274 ,  G06N3/02 ,  G06F11/34 ,  G06K9/62 ,  G06F40/284 ,  G06F16/903 ,  G06F40/44

Abstract: Embodiments described herein provide a query autocompletion (QAC) framework at subword level. Specifically, the QAC framework employs a subword encoder that encodes or converts the sequence of input alphabet letters into a sequence of output subwords. The generated subword candidate sequences from the subword encoder is then for the n-gram language model to perform beam search on. For example, as user queries for search engines are in general short, e.g., ranging from 10 to 30 characters. The n-gram language model at subword level may be used for modeling such short contexts and outperforms the traditional language model in both completion accuracy and runtime speed. Furthermore, key computations are performed prior to the runtime to prepare segmentation candidates in support of the subword encoder to generate subword candidate sequences, thus eliminating significant computational overhead.

公开(公告)号：US20220103491A1

公开(公告)日：2022-03-31

申请号：US17037554

申请日：2020-09-29

Applicant: salesforce.com, inc.

Inventor： Xinyi Yang ,  Tian Xie ,  Caiming Xiong ,  Wenhao Liu ,  Huan Wang ,  Kazuma Hashimoto ,  Jin Qu ,  Feihong Wu ,  Yingbo Zhou

IPC: H04L12/58 ,  G06N3/04 ,  G06K9/62 ,  G06F40/35

Abstract: A conversation engine performs conversations with users using chatbots customized for performing a set of tasks that can be performed using an online system. The conversation engine loads a chatbot configuration that specifies the behavior of a chatbot including the tasks that can be performed by the chatbot, the types of entities relevant to each task, and so on. The conversation may be voice based and use natural language. The conversation engine may load different chatbot configurations to implement different chatbots. The conversation engine receives a conversation engine configuration that specifies the behavior of the conversation engine across chatbots. The system may be a multi-tenant system that allows customization of the chatbots for each tenant.

公开(公告)号：US11651158B2

公开(公告)日：2023-05-16

申请号：US16993256

申请日：2020-08-13

Applicant: salesforce.com, inc.

Inventor： Xinyi Yang ,  Tian Xie ,  Caiming Xiong ,  Wenhao Liu ,  Huan Wang ,  Jin Qu ,  Soujanya Lanka ,  Chu Hong Hoi ,  Xugang Ye ,  Feihong Wu

IPC: G10L15/05 ,  G06F40/295 ,  G06F40/35 ,  G06N3/04 ,  H04L51/02

CPC classification number: G06F40/295 ,  G06F40/35 ,  G06N3/04 ,  H04L51/02

Abstract: A system performs conversations with users using chatbots customized for performing a set of tasks. The system may be a multi-tenant system that allows customization of the chatbots for each tenant. The system receives a task configuration that maps tasks to entity types and an entity configuration that specifies methods for determining entities of a particular entity type. The system receives a user utterance and determines the intent of the user using an intent detection model, for example, a neural network. The intent represents a task that the user is requesting. The system determines one or more entities corresponding to the task. The system performs tasks based on the determined intent and the entities and performs conversations with users based on the tasks.

公开(公告)号：US11580977B2

公开(公告)日：2023-02-14

申请号：US17037556

申请日：2020-09-29

Applicant: salesforce.com, inc.

Inventor： Xinyi Yang ,  Tian Xie ,  Caiming Xiong ,  Wenhao Liu ,  Huan Wang ,  Kazuma Hashimoto ,  Yingbo Zhou ,  Xugang Ye ,  Jin Qu ,  Feihong Wu

IPC: G10L15/22 ,  G10L15/16 ,  G10L15/26 ,  G10L15/30

Abstract: A conversation engine performs conversations with users using chatbots customized for performing a set of tasks that can be performed using an online system. The conversation engine loads a chatbot configuration that specifies the behavior of a chatbot including the tasks that can be performed by the chatbot, the types of entities relevant to each task, and so on. The conversation may be voice based and use natural language. The conversation engine may load different chatbot configurations to implement different chatbots. The conversation engine receives a conversation engine configuration that specifies the behavior of the conversation engine across chatbots. The system may be a multi-tenant system that allows customization of the chatbots for each tenant.

公开(公告)号：US11531821B2

公开(公告)日：2022-12-20

申请号：US16993257

申请日：2020-08-13

Applicant: salesforce.com, inc.

Inventor： Tian Xie ,  Xinyi Yang ,  Caiming Xiong ,  Wenhao Liu ,  Huan Wang ,  Wenpeng Yin ,  Jin Qu

IPC: G06F40/30 ,  G10L15/22 ,  H04L51/02

Abstract: A system performs conversations with users using chatbots customized for performing a set of tasks. The system may be a multi-tenant system that allows customization of the chatbots for each tenant. The system processes sentences that may include negation or coreferences. The system determines a confidence score for an input sentence using an intent detection model, for example, a neural network. The system modifies the sentence to generate a modified sentence, for example, by removing a negation or by replacing a pronoun with an entity. The system generates a confidence score for the modified sentence using the intent detection model. The system determines the intent of the sentence based on the confidence scores of the sentence and the modified sentence. The system performs tasks based on the determined intent and performs conversations with users based on the tasks.