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:
Feb. 14, 2023
Filed:
Sep. 24, 2018
Salesforce.com, Inc., San Francisco, CA (US);
Pingping Xiu, Santa Clara, CA (US);
Sitaram Asur, Santa Clara, CA (US);
Anjan Goswami, Dublin, CA (US);
Ziwei Chen, Stockholm, SE;
Na Cheng, Dublin, CA (US);
Suhas Satish, Fremont, CA (US);
Jacob Nathaniel Huffman, Oakland, CA (US);
Peter Francis White, San Francisco, CA (US);
WeiPing Peng, San Francisco, CA (US);
Aditya Sakhuja, Belmont, CA (US);
Jayesh Govindarajan, Palo Alto, CA (US);
Edgar Gerardo Velasco, San Francisco, CA (US);
salesforce.com, inc., San Francisco, CA (US);
Abstract
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.