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. 26, 2025
Filed:
Jan. 18, 2023
Salesforce, Inc., San Francisco, CA (US);
Victor Yee, Oakland, CA (US);
Chien-Sheng Wu, Mountain View, CA (US);
Na Cheng, Yarrow Point, WA (US);
Alexander R. Fabbri, New York, NY (US);
Zachary Alexander, Berkeley, CA (US);
Nicholas Feinig, San Francisco, CA (US);
Sameer Abhinkar, San Francisco, CA (US);
Shashank Harinath, Mountain View, CA (US);
Sitaram Asur, Newark, CA (US);
Jacob Nathaniel Huffman, San Francisco, CA (US);
Wojciech Kryscinski, Palo Alto, CA (US);
Caiming Xiong, Menlo Park, CA (US);
Salesforce, Inc., San Francisco, CA (US);
Abstract
Embodiments described herein provide a structured conversation summarization framework. A user interface may be provided which allows an agent to perform a conversation with a customer, for example regarding resolving a customer support issue. Utterances by both the agent and customer may be stored, and at the end of the conversation, the utterances may be used to generate a structured summary. The structured summary may include components such as a general summary, an issue summary, and a resolution summary. Using neural network models and heuristics, each component of the summary may be automatically generated.