PREDICTIVE INTELLIGENCE FOR SERVICE AND SUPPORT

• US 20150142720A1
• Filed: 11/19/2014
• Published: 05/21/2015
• Est. Priority Date: 11/19/2013
• Status: Active Grant

• Current Assignee: Salesforce.com, Inc.
• Original Assignee: Salesforce.com, Inc.
• Inventors: Beechuk, Scott D., Ramsey, Michael, Krishnan, Arvind
• Granted Patent: US 10,311,364 B2
• Time in Patent Office: Days
• US Class Current: 706/50
• CPC Class Codes: G06N 5/048 Fuzzy inferencing

Abstract

Embodiments regard predictive intelligence for service and support. An embodiment of a method includes receiving at an interface for a database system data entered in one or more data fields regarding service of a first case for a first client, the data being received from the first client or from an agent entering data regarding the first case; automatically comparing by the database system the data for the first case with data for other cases stored in a data store of the database system; identifying by the database system one or more similar cases based on the comparison of data; automatically generating by a predictive intelligence algorithm applied by the database system one or more predictive actions for the first case based on the identified one or more similar cases; and transmitting data regarding the one or more predictive actions to the first client or agent.

Claims

1. A method comprising:

receiving at an interface for a database system data entered in one or more data fields regarding service of a first case for a first client, the data being received from the first client or from an agent entering data regarding the first case;

automatically comparing by the database system the data for the first case with data for other cases stored in a data store of the database system;

identifying by the database system one or more similar cases based on the comparison of data;

automatically generating by a predictive intelligence algorithm applied by the database system one or more predictive actions for the first case based on the identified one or more similar cases; and

transmitting data regarding the one or more predictive actions to the first client or agent.

2. The method of claim 1, wherein the data is received in connection with a service request from the first client received by the agent.

3. The method of claim 1, wherein generating the one or more predictive action includes applying a confidence factor representing a level of confidence in a prediction.

4. The method of claim 1, wherein the one or more similar cases include one or more resolved cases, one or more on-going cases, or both.

5. The method of claim 1, wherein the one or more predictive actions includes one or more of pre-population of one or more data fields for the first case, and completion of one or more data fields for the first case that are left blank.

6. The method of claim 1, wherein the one or more predictive actions include replacement of data for one or more data fields that are determined to be erroneous.

7. The method of claim 1, wherein the one or more predictive actions include one or more of determination of a severity of a problem for the first case, and pre-escalation of service for the first case based on the severity of the problem for the first case.

8. The method of claim 1, wherein the predictive action includes one or more of:

recommendation of questions to be directed to the first client;

routing of the case;

recommendation of a solution based on a solution for one or more similar cases; and

identification of one or more experts for the first case.

9. A database system comprising:

an interface to receive and transmit data, the interface to receive data regarding a first case for a first client, the being received from the first client or from an agent entering data regarding the first case;

a data store to store data including for a plurality of prior cases; and

a processing unit, the processing unit to process data entered in one or more data fields for the first case, the processing unit to compare the data for the first case with data for the prior cases stored in a data store and identify one or more similar cases based on the comparison of data;

wherein a predictive intelligence engine is to apply a predictive intelligence algorithm to automatically generate one or more predictive actions for the first case based on the identified one or more similar cases; and

wherein the database system is to transmit data regarding the one or more predictive actions to the first client or agent.

10. The database system of claim 9, wherein the database system is a multi-tenant database system.

11. The database system of claim 9, wherein the interface is to receive the data regarding the first case in connection with a service request from the first client received by the agent.

12. The database system of claim 9, wherein the received data is entered in a local computing apparatus, the local computer apparatus being linked to the database system by a network connection.

13. The database system of claim 9, wherein generating the one or more predictive actions includes applying a confidence factor representing a level of confidence in a prediction.

14. The database system of claim 9, wherein the received data is entered in a local computing apparatus, the local computer apparatus being linked to the database system by a network connection.

15. The database system of claim 9, wherein the one or more similar cases include one or more resolved cases, one or more on-going cases, or both.

16. The database system of claim 9, wherein the one or more predictive actions includes one or more of pre-population of one or more data fields for the first case, and completion of one or more data fields for the first case that are left blank.

17. The database system of claim 9, wherein the one or more predictive actions include replacement of data for one or more data fields that are determined to be erroneous.

18. The database system of claim 9, wherein the one or more predictive actions include one or more of determination of a severity of a problem for the first case, and pre-escalation of service for the first case based on the severity of the problem for the first case.

19. The database system of claim 9, wherein the predictive action includes one or more of:

recommendation of questions to be directed to the first client;

routing of the case;

recommendation of a solution based on a solution for one or more similar cases; and

identification of one or more experts for the first case.

20. A non-transitory computer-readable storage medium having stored thereon data representing sequences of instructions that, when executed by a processor, cause the processor to perform operations comprising:

receiving at an interface for a database system data entered in one or more data fields regarding service of a first case for a first client, the data being received from the first client or from an agent entering data regarding the first case;

automatically comparing by the database system the data for the first case with data for other cases stored in a data store of the database system;

identifying by the database system one or more similar cases based on the comparison of data;

automatically generating by a predictive intelligence algorithm applied by the database system one or more predictive actions for the first case based on the identified one or more similar cases; and

transmitting data to the first client or agent for the one or more predictive actions.

21. The storage medium of claim 20, wherein the data is received in connection with a service request from the first client received by the agent.

22. The storage medium of claim 20, wherein generating the one or more predictive action includes applying a confidence factor representing a level of confidence in a prediction.

23. The storage medium of claim 20, wherein the one or more similar cases include one or more resolved cases, one or more on-going cases, or both.

24. The storage medium of claim 20, wherein the one or more predictive actions includes one or more of pre-population of one or more data fields for the first case, and completion of one or more data fields for the first case that are left blank.

25. The storage medium of claim 20, wherein the one or more predictive actions include replacement of data for one or more data fields that are determined to be erroneous.

26. The storage medium of claim 20, wherein the one or more predictive actions include one or more of determination of a severity of a problem for the first case, and pre-escalation of service for the first case based on the severity of the problem for the first case.

27. The storage medium of claim 20, wherein the predictive action includes one or more of:

recommendation of questions to be directed to the first client;

routing of the case;

recommendation of a solution based on a solution for one or more similar cases; and

identification of one or more experts for the first case.