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.

公开(公告)号：US10853395B2

公开(公告)日：2020-12-01

申请号：US16140443

申请日：2018-09-24

Applicant: salesforce.com, inc.

Inventor： Aditya Sakhuja ,  Pingping Xiu ,  Weiping Peng ,  Edgar Gerardo Velasco ,  Anjan Goswami

IPC: G06F16/33 ,  G06F16/338 ,  G06F16/35

Abstract: A method is provided for providing a final result set to a user. In some embodiments, the method includes receiving from the user an input question directed to an organization belonging to a particular category. The method includes applying a plurality of rules to the input question, at least one rule being assigned a weight dependent on the particular category to which the organization belongs. The method further includes extracting, based on applying the plurality of rules, multiple collections of keywords and generating a plurality of search queries. Each search query includes a different collection of keywords. The method also includes submitting the plurality of search queries to a database and in response, receiving multiple result sets from the database. The method further includes in response to the input question, providing a final result including a subset of documents included in the multiple result sets to the user.

公开(公告)号：US11755655B2

公开(公告)日：2023-09-12

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

CPC classification number: G06F16/90332 ,  G06F9/453 ,  G06F40/295 ,  G06F40/30

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：US11055354B2

公开(公告)日：2021-07-06

申请号：US15803698

申请日：2017-11-03

Applicant: salesforce.com, inc.

Inventor： Peter Francis White ,  Michael Micucci ,  Scott Douglas White ,  Weiping Peng ,  Anjan Goswami ,  Pranav Suresh Shah ,  Prakash Mallick ,  Pingping Xiu ,  Zhenhua Xu

IPC: G06F16/90 ,  G06F16/9032 ,  G06F16/332 ,  G06F16/9038 ,  G06F16/9535

Abstract: Methods, systems, and devices for processing and answering a natural language query at a database server are described. An end user may submit a question in natural language over a communication platform. An answer engine running on the database server may receive the question, and may process the content of the question using natural language processing (NLP) techniques. The answer engine may construct a search query based on the NLP, and may retrieve a set of documents from a database using the search query. The answer engine may rank the documents, prune the number of documents, modify the documents for the given communication platform, or perform any combination of these functions. In some cases, an intermediate user may review the documents, and may select one or more documents for publication. The answer engine may send the selected documents to the end user as answers in response to the question.

公开(公告)号：US20190138660A1

公开(公告)日：2019-05-09

申请号：US15803698

申请日：2017-11-03

Applicant: salesforce.com, inc.

Inventor： Peter Francis White ,  Michael Micucci ,  Scott Douglas White ,  Weiping Peng ,  Anjan Goswami ,  Pranav Suresh Shah ,  Prakash Mallick ,  Pingping Xiu ,  Zhenhua Xu

IPC: G06F17/30

Abstract: Methods, systems, and devices for processing and answering a natural language query at a database server are described. An end user may submit a question in natural language over a communication platform. An answer engine running on the database server may receive the question, and may process the content of the question using natural language processing (NLP) techniques. The answer engine may construct a search query based on the NLP, and may retrieve a set of documents from a database using the search query. The answer engine may rank the documents, prune the number of documents, modify the documents for the given communication platform, or perform any combination of these functions. In some cases, an intermediate user may review the documents, and may select one or more documents for publication. The answer engine may send the selected documents to the end user as answers in response to the question.

公开(公告)号：US10997250B2

公开(公告)日：2021-05-04

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: 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.