Multi-service business platform system having custom object systems and methods
The disclosure is directed to various ways of improving the functioning of computer systems, information networks, data stores, search engine systems and methods, and other advantages. Among other things, provided herein are methods, systems, components, processes, modules, blocks, circuits, sub-systems, articles, and other elements (collectively referred to in some cases as the “platform” or the “system”) that collectively enable, in one or more datastores (e.g., where each datastore may include one or more databases) and systems, the creation, development, maintenance, and use of a set of custom objects (and core objects) for use in a wide range of activities, including sales activities, marketing activities, service activities, content development activities, and others, as well as improved methods and systems for sales, marketing and services that make use of such entity resolution systems and methods as well as custom objects.
1 . A computing system comprising memory storing instructions and comprising a processor that executes the instructions to perform operations comprising:
generating a custom object that uses a primary key to locate an existing object, wherein the primary key is used in defining a first relationship of the custom object to the existing object, wherein the existing object includes a second primary key used to define a second relationship of the existing object to the custom object, wherein the generating comprises interpreting and converting custom object information into custom object metadata inserted into a database for conversion into the custom object by converting the custom object metadata into language-independent data stored into the custom object as a record within the database, wherein the custom object represents a customer;
generating an association, including a first object identification and an existing object identification, for the custom object with the existing object based on custom object information used as part of defining the first relationship, wherein the primary key and the second primary key are directed to the first object identification and the existing object identification based on the first relationship and the second relationship;
storing the customer object, the existing object and the association in a knowledge graph;
inputting data extracted from the custom object, the association, and the existing object as input into a machine learning model to identify an event associated with the customer, wherein the identifying of the event comprising: parsing unstructured content, and detecting within the data that was inputted, a change of the associations between the custom object and the existing object;
and wherein the event is evaluated to determine that a customized service provides a solution for the customer with respect to the event;
updating the knowledge graph based on the detected change of the association;
generating, by the machine learning model, a computer implemented customer interaction including a message for transmission to the customer, wherein the message includes text pertaining to the event and the customized service; and
transmitting the message, including the text pertaining to the event and the customized service, to the customer.
2 . The system of claim 1 , wherein the custom object includes an object name, an object type, and object properties.
3 . The system of claim 1 , comprising: defining the association as a first directed association from the custom object to the existing object; defining a reverse association as a second directed association from the existing object to the customer object; and utilizing the association and the reverse association to perform the computer implemented customer interaction.
4 . The system of claim 1 , wherein the primary key includes an object identification for locating other objects to which the custom object has a relationship.
5 . The system of claim 1 , wherein the association includes an association identification, an association type, and a timestamp.
6 . The system of claim 1 , wherein the computer implemented customer interaction is a marketing activity executed by a marketing process using the custom object, the association, and the existing object.
7 . The system of claim 1 , wherein the association is defined in a direction between the existing object and the custom object, wherein an inverse association is automatically generated for an opposite direction between the existing object and the custom object with respect to the association.
8 . The system of claim 1 , wherein the association is defined in terms of a hierarchy between the custom object and the existing object based on identification numbers, object tables, property values associated with the identification numbers, and object information.
9 . The system of claim 1 , further comprising a multi-tenant data store for storing custom object data of the custom object, association data of the association, and existing object data of the existing object which is segmented such that services are executed across instances of the custom object, the association, and the existing object.
10 . The system of claim 9 , wherein the services include workflow automation, reporting, customer relationship management (CRM)-related actions, analytics, and import/export actions.
11 . The system of claim 1 , wherein the operations include interpreting the custom object information into custom object metadata that is converted into the custom object.
12 . The system of claim 1 , wherein the custom object, the existing object, and the association are part of an ontology that includes other custom objects or core objects, and wherein the ontology further includes associations between the custom object, the other custom objects, and the core objects.
13 . The system of claim 1 , further comprising an instance knowledge structure including an instance of the custom object and an instance of the existing object, wherein the instance knowledge structure includes an association instance of the association between the instance of the custom object and the instance of the existing object.
14 . A computer-implemented method comprising:
generating a custom object that uses a primary key to locate an existing object, wherein the primary key is used in defining a first relationship of the custom object to the existing object, wherein the existing object includes a second primary key used to define a second relationship of the existing object to the custom object, wherein the generating comprises interpreting and converting custom object information into custom object metadata inserted into a database for conversion into the custom object by converting the custom object metadata into language-independent data stored into the custom object as a record within the database, wherein the custom object represents a customer;
generating an association, including a first object identification and an existing object identification, for the custom object with the existing object based on custom object information used as part of defining the first relationship, wherein the primary key and the second primary key are directed to the first object identification and the existing object identification based on the first relationship and the second relationship;
storing the customer object, the existing object and the association in a knowledge graph;
inputting data extracted from the custom object, the association, and the existing object as input into a machine learning model to identify an event associated with the customer, wherein the identifying of the event comprising: parsing unstructured content, and detecting within the data that was inputted, a change of the associations between the custom object and the existing object; and
wherein the event is evaluated to determine that a customized service provides a solution for the customer with respect to the event;
updating the knowledge graph based on the detected change of the association;
generating, by the machine learning model, a computer implemented customer interaction including a message for transmission to the customer, wherein the message includes text pertaining to the event and the customized service; and
transmitting the message, including the text pertaining to the event and the customized service, to the customer.
15 . The method of claim 14 , wherein the computer implemented customer interaction is a sales activity executed by a sales process using the custom object, the association, and the existing object.
16 . The method of claim 14 , wherein the computer implemented customer interaction is a customer service activity executed by a customer service process using the custom object, the association, and the existing object.
17 . The method of claim 14 , further comprising: interpreting the custom object information using logic to create custom object metadata that is converted into the custom object for use by services.
18 . The method of claim 17 , wherein the services include at least one of workflow automation, reporting, customer relationship management (CRM)-related actions, analytics, and import/export actions.
19 . The method of claim 14 , further comprising: submitting object properties of the custom object into the machine learning model to determine additional object properties from a different custom object.
20 . The method of claim 14 , wherein the process includes services provide functionality including providing customer relationship management, social media marketing, content management, lead generation, web analytics, search engine optimization, chat, and customer support.
21 . A non-transitory computer readable storage medium having a plurality of instructions stored thereon which, when executed by a processor, causes the processor to perform operations comprising:
generating a custom object that uses a primary key to locate an existing object, wherein the primary key is used in defining a first relationship of the custom object to the existing object, wherein the existing object includes a second primary key used to define a second relationship of the existing object to the custom object, wherein the generating comprises interpreting and converting custom object information into custom object metadata inserted into a database for conversion into the custom object by converting the custom object metadata into language-independent data stored into the custom object as a record within the database, wherein the custom object represents a customer;
generating an association, including a first object identification and an existing object identification, for the custom object with the existing object based on custom object information used as part of defining the first relationship, wherein the primary key and the second primary key are directed to the first object identification and the existing object identification based on the first relationship and the second relationship;
storing the customer object, the existing object and the association in a knowledge graph;
inputting data extracted from the custom object, the association, and the existing object as input into a machine learning model to identify an event associated with the customer, wherein the identifying of the event comprising: parsing unstructured content, and detecting within the data that was inputted, a change of the associations between the custom object and the existing object; and
wherein the event is evaluated to determine that a customized service would provides a solution for the customer with respect to the event;
updating the knowledge graph based on the detected change of the association;
generating, by the machine learning model, a computer implemented customer interaction including a message for transmission to the customer, wherein the message includes text pertaining to the event and the customized service; and
transmitting the message, including the text pertaining to the event and the customized service, to the customer.
22 . The computer readable storage medium of claim 21 , wherein the computer implemented customer interaction is a customer service activity executed by a customer service process using the custom object, the association, and the existing object.