18524607. METHOD AND SYSTEM FOR GENERATING INSIGHTS REGARDING A PARTY IN RESPONSE TO A CALL simplified abstract (Salesforce, Inc.)

METHOD AND SYSTEM FOR GENERATING INSIGHTS REGARDING A PARTY IN RESPONSE TO A CALL

Organization Name

Salesforce, Inc.

Inventor(s)

Vijay Karani of Saratoga CA (US)

Jayant Tyagi of Castro Valley CA (US)

METHOD AND SYSTEM FOR GENERATING INSIGHTS REGARDING A PARTY IN RESPONSE TO A CALL - A simplified explanation of the abstract

This abstract first appeared for US patent application 18524607 titled 'METHOD AND SYSTEM FOR GENERATING INSIGHTS REGARDING A PARTY IN RESPONSE TO A CALL

Simplified Explanation

The abstract describes a method and system for automatically generating an insights page in a CRM application based on data identifying a party of a call. The system analyzes CRM information using artificial intelligence to determine relevant records, ranks them in order of relevance, and displays them on a user interface without further user input.

• The system automatically launches a CRM application when data identifying a party of a call is received.
• Relevant records for the call are automatically determined and ranked in order of relevance using artificial intelligence.
• The insights page is displayed on the user interface with relevant records in priority order.

Potential Applications

This technology could be applied in customer service call centers to provide agents with relevant information about callers in real-time, improving the quality and efficiency of customer interactions.

Problems Solved

This technology solves the problem of manually searching for relevant customer records during a call, saving time and ensuring that agents have the most pertinent information at their fingertips.

Benefits

The benefits of this technology include increased productivity for call center agents, improved customer satisfaction due to more personalized interactions, and streamlined access to relevant customer data.

Potential Commercial Applications

A potential commercial application of this technology could be in the development of CRM software for call centers, offering a unique feature that automatically generates insights pages for incoming calls.

Possible Prior Art

One possible prior art for this technology could be the use of CRM systems with automated data analysis features, although the specific method of automatically generating insights pages based on call data may be a novel innovation.

How does the system ensure the privacy and security of customer data during the automatic generation of insights pages?

The system must have robust security measures in place to protect sensitive customer information from unauthorized access or breaches.

Can the system be customized to prioritize certain types of records or information based on specific business needs or preferences?

It would be beneficial to know if the system allows for customization to tailor the insights page generation process to different industries or use cases.

Original Abstract Submitted

Methods and systems are provided for providing an insights page. When data identifying a party of a call is received, a customer relationship management (CRM) application can be launched at a computing device without any further user input, and records that are potentially relevant to the call and that are to potentially be included as part of an insights page of the CRM application can be automatically determined. Some of the records are automatically determined by analyzing CRM information using artificial intelligence technologies. The records can then be ranked in a priority order according to relevance from most relevant to least relevant. The insights page can then be caused to be displayed at a user interface of the computing device without user input with at least some of the records displayed in the priority order as relevant records.