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公开(公告)号：US20200097563A1
公开(公告)日：2020-03-26
申请号：US16138514
申请日：2018-09-21
Applicant: salesforce.com, inc.
Inventor： Zachary Alexander , Naren M. Chittar , Alampallam R. Ramachandran , Anuprit Kale , Tiffany Deiandra McKenzie , Sitaram Asur , Jacob Nathaniel Huffman
IPC: G06F17/30
Abstract: A data processing system analyzes a corpus of conversation data collected at an interactive conversation service to train an intent classification model. The intent classification model generates vectors based on the corpus of conversation data. A set of intents is selected and an intent seed input for each intent of the set of intents is input into the model to generate an intent vector corresponding to each intent. Vectors based on user inputs are generated and compared to the intent vectors to determine the intent.
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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：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.
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公开(公告)号：US20200097496A1
公开(公告)日：2020-03-26
申请号：US16233420
申请日：2018-12-27
Applicant: salesforce.com, inc.
Inventor： Zachary Alexander , Naren M. Chittar , Alampallam R. Ramachandran , Anuprit Kale , Tiffany McKenzie , Sitaram Asur , Jacob Nathaniel Huffman
IPC: G06F16/35 , G06T11/20 , G06F16/33 , G06F16/332 , G06N20/00
Abstract: A data processing system analyzes a corpus of conversation data collected at an interactive conversation service to train an intent classification model. The intent classification model generates vectors based on the corpus of conversation data. A set of intents is selected and an intent seed input for each intent of the set of intents is input into the model to generate an intent vector corresponding to each intent. Vectors based on user inputs are generated and compared to the intent vectors to determine the intent.
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Patent Agency Ranking
公开(公告)号：US11061955B2
公开(公告)日：2021-07-13
申请号：US16233420
申请日：2018-12-27
Applicant: salesforce.com, inc.
Inventor： Zachary Alexander , Naren M. Chittar , Alampallam R. Ramachandran , Anuprit Kale , Tiffany McKenzie , Sitaram Asur , Jacob Nathaniel Huffman
IPC: G06F16/35 , G06T11/20 , G06N20/00 , G06F16/332 , G06F16/33
Abstract: A data processing system analyzes a corpus of conversation data collected at an interactive conversation service to train an intent classification model. The intent classification model generates vectors based on the corpus of conversation data. A set of intents is selected and an intent seed input for each intent of the set of intents is input into the model to generate an intent vector corresponding to each intent. Vectors based on user inputs are generated and compared to the intent vectors to determine the intent.
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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.
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公开(公告)号：US11061954B2
公开(公告)日：2021-07-13
申请号：US16138514
申请日：2018-09-21
Applicant: salesforce.com, inc.
Inventor： Zachary Alexander , Naren M. Chittar , Alampallam R. Ramachandran , Anuprit Kale , Tiffany Deiandra McKenzie , Sitaram Asur , Jacob Nathaniel Huffman
Abstract: A data processing system analyzes a corpus of conversation data collected at an interactive conversation service to train an intent classification model. The intent classification model generates vectors based on the corpus of conversation data. A set of intents is selected and an intent seed input for each intent of the set of intents is input into the model to generate an intent vector corresponding to each intent. Vectors based on user inputs are generated and compared to the intent vectors to determine the intent.
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公开(公告)号：US20210150610A1
公开(公告)日：2021-05-20
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：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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