US 11,681,948 B2
Message objection identification and handling
Narek Asadorian, San Francisco, CA (US); and Bradford Powley, Palo Alto, CA (US)
Assigned to Salesforce, Inc., San Francisco, CA (US)
Filed by salesforce.com, inc., San Francisco, CA (US)
Filed on Jan. 30, 2020, as Appl. No. 16/777,693.
Prior Publication US 2021/0241162 A1, Aug. 5, 2021
Int. Cl. H04L 51/216 (2022.01); G06N 20/00 (2019.01); G06N 5/04 (2023.01); G06F 16/28 (2019.01)
CPC G06N 20/00 (2019.01) [G06F 16/285 (2019.01); G06N 5/04 (2013.01); H04L 51/216 (2022.05)] 22 Claims
OG exemplary drawing
 
1. A method for data processing, comprising:
detecting, using a data stream connection, that a new message is transmitted to a first user associated with a first user identifier and by a second user associated with a second user identifier;
determining that the new message is an objection candidate based at least in part on applying one or more pre-processing rules to the new message;
accessing a parent message of the new message based at least in part on determining that the new message is the objection candidate;
processing the new message and the parent message using a machine learning model that is configured to classify objection messages into one or more of a set of preconfigured types of objections;
identifying that the new message is classified as an objection message based at least in part on processing the new message and the parent message using the machine learning model, wherein an objection message classification associated with the new message indicates a type of objection of the set of preconfigured types of objections and an action associated with the new message; and
storing an objection classification identifier in association with the new message based at least in part on the identifying, the objection classification identifier corresponding to the type of objection and the action.