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:
Nov. 26, 2024
Filed:
Dec. 12, 2022
Salesforce, Inc., San Francisco, CA (US);
Feifei Jiang, San Mateo, CA (US);
Zachary Alexander, Berkeley, CA (US);
Yuanxin Wang, Mountain View, CA (US);
Yixin Mao, San Mateo, CA (US);
Sitaram Asur, Newark, CA (US);
Regunathan Radhakrishnan, Dublin, CA (US);
Aron Kale, Huntington Beach, CA (US);
Salesforce, Inc., San Francisco, CA (US);
Abstract
A cloud platform establishes a communication session between an agent and a user. The communication session is over an electrical medium. The cloud platform generates an interface on a client device associated with the agent. A first portion of the interface is configured to exchange messages between the agent and the user for a conversation or otherwise transcribe a conversation between the agent and the user. The cloud platform obtains, at a first time, a set of utterances from a transcript of the conversation. The cloud platform accesses a database including a plurality of articles. The cloud platform generates relevance scores between the conversation and the plurality of articles. The cloud platform then selects a subset of articles having relevance scores above a threshold value or proportion. The identified articles are presented on a second portion of the interface.