Salesforce, Inc.

Priyank Saxena

Peng-Wen Chen

Wenqing Dai

Kapil Agarwal

Katharine Grace Bowerman

Dinesh Rohra

Rachel Blank

Fabiha Johura Hannan

Samson Richard Wong

Akanksha Grover

Amit Sharma

An online system, for example, a multi-tenant system interacts with various conversation channels, for example, various telephony services and artificial intelligence provider systems that perform artificial intelligence based analysis of conversations. The analysis of the conversation determines additional information describing the conversation, for example, sentiment of an utterance of the conversation, entities mentioned in an utterance of the conversation, intent of an utterance of the conversation, and so on. The online system stores the information describing conversations using a normalized representation that conforms to a unified conversation schema. Various applications may use the result of the analysis obtained from the AI provider systems to take further action, for example, recommend a specific workflow to an agent that is a participant in the conversation.

Channel-agnostic conversation intelligence service

Leveraging time-based comments on communications recordings is described. A system determines a comment time for a communications recording associated with a database record. The system receives a comment for the communications recording and generates a comment thread which includes the comment. If a media player is displaying a player control that is associated with the communications recording, the system causes the comment time and the comment thread and/or a comment thread indicator to be displayed with the player control that is displayed by the media player. The system initiates generation of a feed item, which includes the comment and references the communications recording, thereby causing the output of the feed item via an information feed associated with the database record to any system user associated with the database record.

Leveraging time-based comments on communications recordings

Growing community of inventors

Danville, CA, United States of America

Priyank Saxena