Case object context embeddings for machine learning training of case context

US11392828B2 · kind B2 · utility

Assignee

• Salesforce.com, Inc. · US

Inventors

• Edgar Gerardo Velasco · San Francisco, US
• Jayesh Govindarajan · Palo Alto, US
• Zachary Alexander · Berkeley, US
• Na Cheng · San Ramon, US
• Anuprit Kale · San Francisco, US
• Peter Francis White · San Francisco, US

Key dates

• Filing date: Sep 24, 2018
• Grant date: Jul 19, 2022
• Expiry date: May 20, 2041

Classification

• Technology area (CPC G): Physics
• CPC primary: G06N20/00
• WIPO field: Computer technology
• WIPO sector: Electrical engineering

Abstract

A system is provided for a machine learning engine using clustered case objects in a case management system. The system includes a multi-layer neural network. The system is configured to receive case object data comprising a case object and contextual objects in the case management system associated with the case object, the contextual objects comprising word vectors, generate a context embedding for the case object using the word vectors for the contextual objects, and cluster the case object with other case objects in the case management system based on the context embedding for the case object and other context embeddings for the other case objects.