Salesforce Com, Inc.

Suhas Satish

Jayesh Govindarajan

Na Cheng

Sitaram Asur

Weiping Peng

Peter Francis White

Jacob Nathaniel Huffman

Edgar Gerardo Velasco

Anjan Goswami

Pingping Xiu

Aditya Sakhuja

Ziwei Chen

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.

Method and system for service agent assistance of article recommendations to a customer in an app session

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Fremont, CA, United States of America

Suhas Satish