# US 2025/0094444 A1 · Facilitating mobile device interaction with an enterprise database system > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 2025/0094444 A1 - Document ID: US20250094444A1 - Status: Published application - Kind: A1 - Application number: 18/966,700 - Filed: 2024-12-03 - Published: 2025-03-20 - Earliest claimed: 2017-08-01 - Assignees: salesforce.com, inc. - Applicants: salesforce.com, inc. - Inventors: Subrata Ashe - Web page: https://patentgrep.com/patent/US20250094444A1 ## CPC - G06F 16/27: Replication, distribution or synchronisation of data between databases or within a distributed database system; Distributed database system architectures therefor - G06F 16/219: {Managing data history or versioning (querying versioned data G06F16/2474; querying temporal data G06F16/2477)} - G06F 16/90332: {Natural language query formulation or dialogue systems} - G06F 16/9535: Search customisation based on user profiles and personalisation - G10L 15/22: Procedures used during a speech recognition process, e.g. man-machine dialogue - H04L 67/02: based on web technology, e.g. hypertext transfer protocol [HTTP] - H04L 67/10: in which an application is distributed across nodes in the network (software deployment G06F8/60; multiprogramming arrangements G06F9/46) - G06F 16/24522: {Translation of natural language queries to structured queries} - G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N) - G10L: SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING - H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M) ## Abstract Disclosed are systems, methods, apparatus and computer program products for facilitating voice-based interaction by a mobile device with an enterprise database. In some implementations, a command and a type of enterprise work record are identified in a first one or more voice signals obtained at the mobile device. One or more fields of the identified record type required by the enterprise database to be populated to carry out the identified command is determined. Field data can be identified in a second one or more voice signals obtained at the mobile device. Structured text data comprising the identified command, the identified record type and the identified field data can be sent to a server. ## Claims ### Claim 1 A system comprising: a server system comprising memory and one or more processors, the server system configurable to cause: enabling a user to have a conversation with an automated voice system in order to self-service one or more requests; authenticating the user in association with an account, the authentication of the user enabling the user to access data involving one or more records; obtaining, by a virtual agent associated with the automated voice system, a user voice message; processing, by the virtual agent, the user voice message to at least identify one or more workflows capable of being used to provide automated support; identifying, from the user voice message, a request to query or update the one or more records; performing, as one or more support tasks in association with the virtual agent, the querying or the updating of the one or more records; and sending, to a device associated with the user, a response to the request. ### Claim 2 (depends on 1) The system of claim 1, the server system further configurable to cause: enabling separation of one or more of: data, processes, or administrative tasks into logical groupings. ### Claim 3 (depends on 1) The system of claim 1, wherein authenticating the user in association with the account includes: performing account auto-linking to automatically link the user to the account. ### Claim 4 (depends on 1) The system of claim 1, wherein authenticating the user in association with the account includes: using one or more of voice-based account linking or text-based account linking. ### Claim 5 (depends on 1) The system of claim 1, the server system further configurable to cause: providing an interactive voice response interface to the virtual agent for the querying or the updating of the one or more records. ### Claim 6 (depends on 1) The system of claim 1, wherein authenticating the user in association with the account includes: identifying a user login attribute, and matching the user login attribute to the one or more records. ### Claim 7 (depends on 1) The system of claim 1, wherein the querying or the updating of the one or more records includes one or more of: write to a contact, read an account, read an opportunity, read a case, or read a lead. ### Claim 8 A computer program product comprising computer-readable program code capable of being executed by one or more processors when retrieved from a non-transitory computer-readable medium, the program code comprising instructions configurable to cause: enabling a user to have a conversation with an automated voice system in order to self-service one or more requests; authenticating the user in association with an account, the authentication of the user enabling the user to access data involving one or more records; obtaining, by a virtual agent associated with the automated voice system, a user voice message; processing, by the virtual agent, the user voice message to at least identify one or more workflows capable of being used to provide automated support; identifying, from the user voice message, a request to query or update the one or more records; performing, as one or more support tasks in association with the virtual agent, the querying or the updating of the one or more records; and sending, to a device associated with the user, a response to the request. ### Claim 9 (depends on 8) The computer program product of claim 8, the instructions further configurable to cause: enabling separation of one or more of: data, processes, or administrative tasks into logical groupings. ### Claim 10 (depends on 8) The computer program product of claim 8, wherein authenticating the user in association with the account includes: performing account auto-linking to automatically link the user to the account. ### Claim 11 (depends on 8) The computer program product of claim 8, wherein authenticating the user in association with the account includes: using one or more of voice-based account linking or text-based account linking. ### Claim 12 (depends on 8) The computer program product of claim 8, the instructions further configurable to cause: providing an interactive voice response interface to the virtual agent for the querying or the updating of the one or more records. ### Claim 13 (depends on 8) The computer program product of claim 8, wherein authenticating the user in association with the account includes: identifying a user login attribute, and matching the user login attribute to the one or more records. ### Claim 14 (depends on 1) The computer program product of claim 1, wherein the querying or the updating of the one or more records includes one or more of: write to a contact, read an account, read an opportunity, read a case, or read a lead. ### Claim 15 A computer-implemented method comprising: enabling a user to have a conversation with an automated voice system in order to self-service one or more requests; authenticating the user in association with an account, the authentication of the user enabling the user to access data involving one or more records; obtaining, by a virtual agent associated with the automated voice system, a user voice message; processing, by the virtual agent, the user voice message to at least identify one or more workflows capable of being used to provide automated support; identifying, from the user voice message, a request to query or update the one or more records; performing, as one or more support tasks in association with the virtual agent, the querying or the updating of the one or more records; and sending, to a device associated with the user, a response to the request. ### Claim 16 (depends on 15) The method of claim 15, further comprising: enabling separation of one or more of: data, processes, or administrative tasks into logical groupings. ### Claim 17 (depends on 15) The method of claim 15, wherein authenticating the user in association with the account includes: performing account auto-linking to automatically link the user to the account. ### Claim 18 (depends on 15) The method of claim 15, wherein authenticating the user in association with the account includes: using one or more of voice-based account linking or text-based account linking. ### Claim 19 (depends on 15) The method of claim 15, further comprising: providing an interactive voice response interface to the virtual agent for the querying or the updating of the one or more records. ### Claim 20 (depends on 15) The method of claim 15, wherein authenticating the user in association with the account includes: identifying a user login attribute, and matching the user login attribute to the one or more records.