NATURAL LANGUAGE PROCESSING (NLP) OF FOLLOW UP TO A SCHEDULED EVENT IN A CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEM

• US 20160063505A1
• Filed: 08/26/2014
• Published: 03/03/2016
• Est. Priority Date: 08/26/2014
• Status: Abandoned Application

• Current Assignee: Sugarcrm Incorporated
• Original Assignee: Sugarcrm Incorporated
• Inventors: Bradley, Bruce
• Application Number:
  US14/469,407
• Publication Number:
  US 20160063505A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/1095 Meeting or appointment
• CPC Class Codes: G06Q 30/01 Customer relationship services

Abstract

The present invention provides for natural language processing (NLP) follow up to a meeting in a calendaring and scheduling (C&S) component of a customer relationship management (CRM) system. A method for NLP follow up to a meeting in a C&S component of a CRM system includes scheduling a meeting from an end user in a C&S component of a CRM system. The method also includes loading a document of the end user such as an e-mail message or speech recognized text, and extracting a context for the document. The method yet further includes matching the context to the scheduled meeting and performing NLP on at least a portion of the document to produce data pertaining to at least one CRM object in the CRM system associated with the scheduled meeting. Finally, the method includes updating the CRM object with the produced data.

Claims

1. A method for natural language processing (NLP) follow up to a meeting in a calendaring and scheduling (C&

S) component of a customer relationship management (CRM) system, the method comprising;

Scheduling a meeting from an end user in a C&

S component of a CRM system executing in memory of host computing system;

Loading a document of the end user and extracting a context for the document;

Matching the context to the scheduled meeting and performing NLP on at least a portion of the document to produce data pertaining to at least one CRM object in the CRM system associated with the scheduled meeting; and

,

Updating the CRM object with the produced data.

2. The method of claim 1, further comprising:

Determining that a threshold period of time has elapsed since a scheduled time for the meeting; and

,

Prompting the end user to produce the document if the end user had not yet updated at least one CRM object in the CRM system associated with the scheduled meeting.

3. The method of claim 1, wherein the document is an e-mail message.

4. The method of claim 1, wherein the document is speech recognized text.

5. The method of claim 2, wherein the end user is prompted by way of a text message.

6. The method of claim 2, wherein the end user is prompted by way of an e-mail message.

7. The method of claim 2, wherein the end user is prompted by way of a voice prompt in automated telephone call and the document is produced by speech recognizing a voice message of the end recorded over the automated telephone call.

8. A customer relationship management (CRM) system configured for natural language processing (NLP) follow up to a meeting, the system comprising:

A host computing system comprising at least one computer with memory and at least one processor;

A CRM application with a calendaring and scheduling (C&

S) component executing in the memory of the host computing system; and

,

An NLP processing module coupled to the CRM application and the C&

S component, the module comprising program code configured upon execution in the memory of the host computing system to schedule a meeting from an end user in the C&

S component, to load a document of the end user and to extract a context for the document, to match the context to the scheduled meeting and performing NLP on at least a portion of the document to produce data pertaining to at least one CRM object in the CRM system associated with the scheduled meeting, and to update the CRM object with the produced data.

9. The system of claim 8, wherein the program code is further enabled to determine that a threshold period of time has elapsed since a scheduled time for the meeting and to prompt the end user to produce the document if the end user had not yet updated at least one CRM object in the CRM system associated with the scheduled meeting.

10. The system of claim 8, wherein the document is an e-mail message.

11. The system of claim 8, wherein the document is speech recognized text.

12. The system of claim 9, wherein the end user is prompted by way of a text message.

13. The system of claim 9, wherein the end user is prompted by way of an e-mail message.

14. The system of claim 9, wherein the end user is prompted by way of a voice prompt in automated telephone call and the document is produced by speech recognizing a voice message of the end recorded over the automated telephone call.

15. A computer program product for natural language processing (NLP) follow up to a meeting in a calendaring and scheduling (C&

S) component of a customer relationship management (CRM) system, the computer program product comprising a computer readable storage medium having program instructions embodied therewith, the program instructions executable by a device to cause the device to perform a method comprising;

Scheduling by a device, a meeting from an end user in a C&

S component of a CRM system executing in memory of host computing system;

Loading by the device a document of the end user and extracting a context for the document;

Matching by the device the context to the scheduled meeting and performing NLP on at least a portion of the document to produce data pertaining to at least one CRM object in the CRM system associated with the scheduled meeting; and

,

Updating by the device the CRM object with the produced data.

16. The computer program product of claim 15, further comprising:

Determining by the device that a threshold period of time has elapsed since a scheduled time for the meeting; and

,

Prompting by the device the end user to produce the document if the end user had not yet updated at least one CRM object in the CRM system associated with the scheduled meeting.

17. The computer program product of claim 15, wherein the document is an e-mail message.

18. The computer program product of claim 15, wherein the document is speech recognized text.

19. The computer program product of claim 16, wherein the end user is prompted by way of a text message.

20. The computer program product of claim 16, wherein the end user is prompted by way of an e-mail message.

21. The computer program product of claim 16, wherein the end user is prompted by way of a voice prompt in automated telephone call and the document is produced by speech recognizing a voice message of the end recorded over the automated telephone call.