公开(公告)号：US20240242022A1

公开(公告)日：2024-07-18

申请号：US18156043

申请日：2023-01-18

Applicant: Salesforce, Inc.

Inventor： Victor Yee ,  Chien-Sheng Wu ,  Na Cheng ,  Alexander R. Fabbri ,  Zachary Alexander ,  Nicholas Feinig ,  Sameer Abhinkar ,  Shashank Harinath ,  Sitaram Asur ,  Jacob Nathaniel Huffman ,  Wojciech Kryscinski ,  Caiming Xiong

IPC: G06F40/174 ,  G06F16/34

CPC classification number: G06F40/174 ,  G06F16/345

Abstract: Embodiments described herein provide a structured conversation summarization framework. A user interface may be provided which allows an agent to perform a conversation with a customer, for example regarding resolving a customer support issue. Utterances by both the agent and customer may be stored, and at the end of the conversation, the utterances may be used to generate a structured summary. The structured summary may include components such as a general summary, an issue summary, and a resolution summary. Using neural network models and heuristics, each component of the summary may be automatically generated.

公开(公告)号：US20230089596A1

公开(公告)日：2023-03-23

申请号：US17933388

申请日：2022-09-19

Applicant: Salesforce, Inc.

Inventor： Jacob Nathaniel Huffman ,  Zachary Alexander ,  Yixin Mao ,  Nicholas Feinig ,  Avanthika Ramesh ,  Zineb Laraki

IPC: G06F40/35 ,  G06F16/35 ,  G06F16/383 ,  G10L15/26 ,  H04L51/02

Abstract: Database systems and methods are provided for assigning structural metadata to records and creating automations using the structural metadata. One method of assisting creation of an automation for conversational interactions involves providing a first graphical user interface (GUI) display including graphical indicia of a plurality of semantic groups associated with historical conversations, in response to selection of a semantic group, providing a second GUI display including second graphical indicia of a plurality of cluster groups of conversations associated with the selected semantic group, in response to second selection of a cluster group, providing a third GUI display including third graphical indicia of representative utterances associated with respective conversations of a subset of historical conversations assigned to the selected cluster group, and in response to third selection of a GUI element on the third GUI display, providing a fourth GUI display including GUI elements for defining the automation.