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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
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.
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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
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.
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公开(公告)号：US20210149964A1
公开(公告)日：2021-05-20
申请号：US16685909
申请日：2019-11-15
Applicant: salesforce.com, inc.
Inventor： Yuanxin Wang , Anuprit Kale , Zachary Alexander , Na Cheng
IPC: G06F16/9032 , G06N20/00 , G06K9/62 , G06F17/27
Abstract: Disclosed are some implementations of systems, apparatus, methods and computer program products for integrating question generation and answer retrieval in a question answer system. The system generates a question using a set of documents and determines whether it is semantically distinct from questions in a question-answer repository. After determining that the question is semantically distinct from questions in the question-answer repository, the system adds the question to the question-answer repository. Upon receipt of a user-submitted question, the system uses the question-answer repository to identify a semantically similar question. The system retrieves an answer corresponding to the identified question from the question-answer repository and provides the answer in response to the user-submitted question.
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公开(公告)号：US11544762B2
公开(公告)日：2023-01-03
申请号：US16773727
申请日：2020-01-27
Applicant: salesforce.com, inc.
Inventor： Yixin Mao , Sitaram Asur , Na Cheng , Gary Brandeleer , Kavya Murali , Nicholas Beng Tek Geh
Abstract: A system and related processing methodologies for recommending a product based on a work order are described. The system receives an input case description, including a current repair item and a current work type. Historical work orders associating a plurality of products with repair items and work types are searched for a co-occurrence of the repair item matching the current repair item, and the work type matching the current work type. Upon finding a match, the product associated with the match is added to a set of candidate products for the current work order. A similarity measure between the candidate product and current work order description, a current work type category, and popularity of the candidate product is generated and then used in the generation of a probability score for the candidate product and current work order. If the probability score meets a threshold, the candidate product is recommended.
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公开(公告)号：US20210150146A1
公开(公告)日：2021-05-20
申请号：US16687626
申请日：2019-11-18
Applicant: salesforce.com, inc.
Inventor： Zachary Alexander , Edgar Gerardo Velasco , Victor Winslow Yee , Na Cheng , Khoa Le
IPC: G06F40/30 , G06F16/33 , G06F16/332 , G06N20/00
Abstract: A system is configured to analyze a corpus of historical chat data to identify the list of “best” responses. As such, the user is not required to identify a list of canned responses for input into the system. The described system uses a context word embedding function and response word embedding function to generate context vectors and response vectors corresponding to the corpus of conversation data, and the vectors are represented by a respective context matrix and a response matrix. The system processes these matrices to generate scores for responses, clusters the responses, and identifies the responses corresponding to the best scores for each cluster.
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Patent Agency Ranking
公开(公告)号：US20210149921A1
公开(公告)日：2021-05-20
申请号：US16685926
申请日：2019-11-15
Applicant: salesforce.com, inc.
Inventor： Zachary Alexander , Na Cheng
Abstract: Disclosed are some implementations of systems, apparatus, methods and computer program products for extracting state flow structures from a corpus of exchanges. The system generates vector representations of utterances of an entity common to the exchanges and uses the vector representations to cluster the utterances.
The system labels the clusters and uses the labeled clusters to generate an exchange label sequence for each of the exchanges, where the exchange label sequence corresponds to a sequence of utterances generated by the entity. The system processes the exchange label sequences to generate a state flow structure, where each of the states is represented by a corresponding set of utterances.-
公开(公告)号：US20200097544A1
公开(公告)日：2020-03-26
申请号：US16138662
申请日：2018-09-21
Applicant: salesforce.com, inc.
Inventor： Zachary Alexander , Jayesh Govindarajan , Peter White , Weiping Peng , Colleen Smith , Vishal Shah , Jacob Nathaniel Huffman , Alejandro Gabriel Perez Rodriguez , Edgar Gerardo Velasco , Na Cheng
Abstract: A data processing system analyzes a corpus of conversation data received at an interactive conversation service to train a response recommendation model. The response recommendation model generates response vectors based on custom responses and using the trained model and generates a context vector based on received input at the interactive conversation service. The context vector is compared to the set of response vectors to identify a set of recommended responses, which are recommended to an agent conversing with a user using the interactive conversation service.
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公开(公告)号：US11580179B2
公开(公告)日：2023-02-14
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: G06N5/00 , G06F16/9535 , G06F16/35 , G06F16/338 , H04L67/63
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.
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公开(公告)号：US11507617B2
公开(公告)日：2022-11-22
申请号：US16685933
申请日：2019-11-15
Applicant: salesforce.com, inc.
Inventor： Zachary Alexander , Na Cheng
Abstract: Disclosed are some implementations of systems, apparatus, methods and computer program products for extracting topics from a corpus of exchanges. The system generates vector representations of utterances of an entity common to the exchanges and uses the vector representations to cluster the utterances. The system labels the clusters and uses the labeled clusters to generate an exchange label sequence for each of the exchanges, where each exchange label sequence corresponds to a sequence of utterances generated by the entity. The system processes the exchange label sequences to generate one or more subsets of the utterances, where each of the subsets corresponds to a particular topic.
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公开(公告)号：US20210150144A1
公开(公告)日：2021-05-20
申请号：US17099083
申请日：2020-11-16
Applicant: Salesforce.com, Inc.
Inventor： Anuprit KALE , Weiping Peng , Na Cheng , Rick Lindstrom , Zachary Alexander
IPC: G06F40/289 , G06F16/33 , G06F16/31 , G06F16/332
Abstract: DESCRIBED HEREIN ARE SYSTEMS, APPARATUS, METHODS AND COMPUTER PROGRAM PRODUCTS FOR MACHINE LEARNING INTENT CLASSIFICATION. IN VARIOUS EMBODIMENTS, HISTORICAL UTTERANCES PROVIDED BY USERS MAY BE UTILIZED FOR BOT TRAINING. CONTEXT AND PERSONALLY IDENTIFIABLE INFORMATION MAY BE REMOVED FROM THE UTTERANCES. THE UTTERANCES MAY BE ASSOCIATED WITH VECTORS. THE UTTERANCES AND VECTORS MAY BE USED TO DETERMINE RECOMMENDATIONS.
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