Salesforce, Inc.

Jacob Nathaniel Huffman

Caiming Xiong

Zachary Alexander

Na Cheng

Sitaram Asur

Shashank Harinath

Chien-Sheng Wu

Wojciech Kryscinski

Yixin Mao

Zineb Laraki

Alexander R Fabbri

Avanthika Ramesh

Victor Yee

Nicholas Feinig

Sameer Abhinkar

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.

Database systems and methods of defining conversation automations

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.

Systems and methods for structured conversation summarization

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San Francisco, CA, United States of America

Jacob Nathaniel Huffman