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.:
Date of Patent:
Aug. 10, 2021
Filed:
Jul. 30, 2019
Salesforce.com, Inc., San Francisco, CA (US);
Santhosh Kumar Kuchoor, Dublin, CA (US);
Orjan N. Kjellberg, Walnut Creek, CA (US);
Jonathan Rico Morales, Dublin, CA (US);
Michael Macasek, Pembroke, MA (US);
Parvinder Ghotra, Moonachie, NJ (US);
Nathan Hess, San Francisco, CA (US);
Vartika Vaish, San Francisco, CA (US);
salesforce.com, inc., San Francisco, CA (US);
Abstract
The communication system includes a core system having a processor storing user variables representing user-specific information. A messaging system supports communication between a user and an automated bot agent over at least one user-chosen channel employing channel-agnostic context variables. A runtime system mediates a conversation session between user and bot agent, using at least one predefined context variable. A context mapping data store stores a mapping configuration representing a correlation between the channel-agnostic variable of the user-chosen channel and a field in the core CRM system. Using the context mapping data store, the messaging system responds to a communication from the user by querying the context mapping data store to acquire and pass to the runtime system the resolved mapping configuration values corresponding to the user-chosen channel for each defined context variable.