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. 03, 2026
Filed:
Jun. 21, 2024
Salesforce, Inc., San Francisco, CA (US);
Zachary Alexander, San Francisco, CA (US);
Sitaram Asur, San Francisco, CA (US);
Regunathan Radhakrishnan, San Francisco, CA (US);
Kiran Ramnath, San Francisco, CA (US);
Salesforce, Inc., San Francisco, CA (US);
Abstract
Systems and methods are provided for determining, at a server communicatively coupled to a database, whether any past conversation texts in the database include a message segment that used by one or more service agents in a conversation with a customer. The server samples m-furthest neighbors for at least one of the determined past conversation texts to determine usage data for the at least one of the determined past conversation texts. The samples are indexed for at least one of the determined past conversation texts for retrieval based on a context from the determined usage data to generate an index. A representation of a current conversation between the service agent and the customer is determined, and index is queried using the representation. A large language model (LLM) generates a response that is transmitted to the service agent to be used in the conversation with the customer.