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The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.

The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.

Patent No.:

US 11050700 B1

PDFFull Text
Date of Patent:
Jun. 29, 2021

Filed:

Nov. 03, 2017

Action response selection based on communication message analysis

Applicant:

Salesforce.com, Inc., San Francisco, CA (US);

Inventors:

William Christopher Fama Roller, San Francisco, CA (US);

Shardul Vikram, San Jose, CA (US);

Alex Michael Noe, Palo Alto, CA (US);

Noah William Burbank, Palo Alto, CA (US);

Sammy Adnan Nammari, Mountain View, CA (US);

Ascander Dost, San Mateo, CA (US);

Shuvajit Das, San Francisco, CA (US);

Oliver Qian Tang, San Francisco, CA (US);

Robert Christopher Ames, Sunnyvale, CA (US);

Madhav Vaidyanathan, Sunnyvale, CA (US);

Wing Hing Ku, San Jose, CA (US);

Bhaskar Garg, San Francisco, CA (US);

Xu Yang, San Francisco, CA (US);

Madeleine Mary Gill, San Francisco, CA (US);

Percy Dara Mehta, Foster City, CA (US);

Janelle Wen Hui Teng, San Francisco, CA (US);

Abraham Dio Suharli, Cupertino, CA (US);

Alexis Roos, Palo Alto, CA (US);

Wenhao Liu, Redwood City, CA (US);

Nelson Esteban Acevedo, San Francisco, CA (US);

Joseph Gerald Keller, San Francisco, CA (US);

Rohit Deshpande, Fremont, CA (US);

Sandeep Raju Prabhakar, Santa Clara, CA (US);

Assignee:

salesforce.com, inc., San Diego, CA (US);

Attorney:

Holland & Hart LLP

Primary Examiner:

Mohamed A Wasel

Assistant Examiner:

Rachel J Hackenberg

Int. Cl.
CPC ...
H04L 12/58 (2006.01); G06N 3/04 (2006.01); G06N 3/08 (2006.01); G06Q 10/10 (2012.01); G06F 40/30 (2020.01); G06F 40/40 (2020.01); G06F 40/56 (2020.01); G06F 40/186 (2020.01); G06F 40/216 (2020.01); G06F 40/295 (2020.01);
U.S. Cl.
CPC ...
H04L 51/18 (2013.01); G06F 40/186 (2020.01); G06F 40/216 (2020.01); G06F 40/295 (2020.01); G06F 40/30 (2020.01); G06F 40/40 (2020.01); G06F 40/56 (2020.01); G06N 3/0445 (2013.01); G06N 3/08 (2013.01); G06Q 10/10 (2013.01);
Abstract

Methods, systems, and devices for analyzing communication messages (e.g., emails) and selecting corresponding actions are described. In some database systems, a user may receive multiple messages at a user device. To efficiently determine responses to these messages, the user device may send the messages to a backend server for analysis. The server may perform natural language processing (NLP) to classify the message with one or more binary classifications and may extract metadata from each message. Based on the classifications and the metadata, the server may determine one or more actions the user device may perform to respond to each message. The server may send instructions to the user device indicating the suggested actions, and the user device may display these actions as options to a user. Additionally, the user device may use the classifications and metadata to automatically generate one or more communication templates in response to the message.

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