Patents by Inventor Arwen Twinkle E. Griffioen

Arwen Twinkle E. Griffioen has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).

  • Rate-limiting API calls for an account in a customer-relationship-management system based on predicted abusive behavior
    Patent number: 10795987
    Abstract: The disclosed embodiments relate to a system that detects and controls operations performed by abusive accounts in a customer-relationship-management system. During operation, the system obtains account-related information for an account in the customer-relationship-management system. Next, the system determines a likelihood that the account is being used for abusive purposes based on the account-related information. Finally, the system limits a rate of processing for application-programming interface (API) calls made from the account to the customer-relationship-management system based on the determined likelihood that the account is being used for abusive purposes.
    Type: Grant
    Filed: September 29, 2017
    Date of Patent: October 6, 2020
    Assignee: Zendesk, Inc.
    Inventors: Vivek Chopra, Srikanth Veeraraghavan, Arwen Twinkle E. Griffioen, Hao Sun, David S. Liberman, J. David Niergarth, Indika D. Jayasinghe, Lisa Friedman
  • Article-suggestion system for automatically resolving customer-service requests
    Patent number: 10580012
    Abstract: The disclosed embodiments relate to a system that suggests helpful articles to resolve a customer request. During operation, the system receives the customer request, wherein the customer request is associated with a product or a service used by the customer. Next, the system feeds a set of words from the customer request through a model to generate a request vector comprising numerical values representing words in the customer request. The system then compares the request vector against article vectors representing articles in a set of help center articles to determine whether the customer request matches one or more help center articles. If the customer request matches one or more help center articles, the system presents the one or more help center articles to the customer to facilitate automatically resolving the customer request.
    Type: Grant
    Filed: May 26, 2017
    Date of Patent: March 3, 2020
    Assignee: Zendesk, Inc.
    Inventors: Christopher J. Hausler, Michael G. Mortimer, Thomas Pelletier, Arwen Twinkle E. Griffioen, Soon-Ee Cheah, Anh Thien Dinh, Arvind Kunday Anantharaman, Bob Dharmendra Raman, Jason Edward Maynard, Wai Chee Yau, Sean D. Caffery, Jeffrey P. Theobald, Damen Turnbull
  • RATE-LIMITING API CALLS FOR AN ACCOUNT IN A CUSTOMER-RELATIONSHIP-MANAGEMENT SYSTEM BASED ON PREDICTED ABUSIVE BEHAVIOR
    Publication number: 20190102536
    Abstract: The disclosed embodiments relate to a system that detects and controls operations performed by abusive accounts in a customer-relationship-management system. During operation, the system obtains account-related information for an account in the customer-relationship-management system. Next, the system determines a likelihood that the account is being used for abusive purposes based on the account-related information. Finally, the system limits a rate of processing for application-programming interface (API) calls made from the account to the customer-relationship-management system based on the determined likelihood that the account is being used for abusive purposes.
    Type: Application
    Filed: September 29, 2017
    Publication date: April 4, 2019
    Applicant: Zendesk, Inc.
    Inventors: Vivek Chopra, Srikanth Veeraraghavan, Arwen Twinkle E. Griffioen, Hao Sun, David S. Liberman, J. David Niergarth, Indika D. Jayasinghe, Lisa Friedman
  • ARTICLE-SUGGESTION SYSTEM FOR AUTOMATICALLY RESOLVING CUSTOMER-SERVICE REQUESTS
    Publication number: 20170286972
    Abstract: The disclosed embodiments relate to a system that suggests helpful articles to resolve a customer request. During operation, the system receives the customer request, wherein the customer request is associated with a product or a service used by the customer. Next, the system feeds a set of words from the customer request through a model to generate a request vector comprising numerical values representing words in the customer request. The system then compares the request vector against article vectors representing articles in a set of help center articles to determine whether the customer request matches one or more help center articles. If the customer request matches one or more help center articles, the system presents the one or more help center articles to the customer to facilitate automatically resolving the customer request.
    Type: Application
    Filed: May 26, 2017
    Publication date: October 5, 2017
    Applicant: Zendesk, Inc.
    Inventors: Christopher J. Hausler, Michael G. Mortimer, Thomas Pelletier, Arwen Twinkle E. Griffioen, Soon-Ee Cheah, Anh Thien Dinh, Arvind Kunday Anantharaman, Bob Dharmendra Raman, Jason Edward Maynard, Wai Chee Yau, Sean D. Caffery, Jeffrey P. Theobald, Damen Turnbull