Routing of cases using unstructured input and natural language processing

Number of patents in Portfolio can not be more than 2000

United States of America Patent

PATENT NO 11755655
APP PUB NO 20210240779A1
SERIAL NO

17239295

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ATTORNEY / AGENT: (SPONSORED)

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Abstract

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A method is provided for generating a ranked list of candidate responders. In some embodiments, the method includes receiving a question from a user and generating a question feature vector representing an intent of the question and a first skill set inferred from the question. The method also includes for one or more candidate responders, generating a candidate feature vector representing a skill set and questions associated with the respective candidate responder; computing a reputation score based on questions and user feedback associated with the respective candidate responder; and computing, based on the question feature vector, candidate feature vector, and reputation score, a probability score representing a prediction of the quality of an answer that would be provided by the respective candidate responder if the input question were routed to the respective candidate responder. The method further includes generating a ranked list of candidate responders using the computed probability scores.

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Patent Owner(s)

  • SALESFORCE, INC.

International Classification(s)

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Asur, Sitaram San Francisco, US 16 158
Fisher, Hui S Bellevue, US 3 26
Goswami, Anjan San Francisco, US 16 230
Le, Khoa San Francisco, US 6 17
Sakhuja, Aditya San Francisco, US 4 17

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