Cognitive Knowledge Platform for Help Content
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Solution Overview
Problem
Current methods for seeking assistance with technical issues are inefficient, as they require searching multiple platforms and sources, leading to time-consuming and limited results, with outdated information and the need for manual sorting through disparate databases.
Innovation Solution
A cognitive knowledge platform that integrates disparate help content data sources, including websites, chatbots, CRM applications, and decision trees, using machine learning to sort and provide relevant search results, and parses log files to automatically identify relevant help content.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If users search for help content across multiple platforms and websites manually, then they can access help information, but the process becomes time-consuming and inefficient
Solution Approach 1:
The patent merges multiple disparate help content data sources (websites, chatbots, CRM applications, decision trees) into a single integrated knowledge base. This consolidation allows users to search for help content across all sources simultaneously through one unified interface, eliminating the need to manually visit multiple platforms and significantly reducing search time while maintaining comprehensive access to help information.
Solution Approach 2:
The patent introduces a cognitive knowledge platform as an intermediary system that sits between users and multiple help content sources. This platform automatically searches, sorts, and ranks content from various sources based on relevance, presenting curated results to users. The intermediary handles the complex task of navigating multiple platforms, extracting relevant information, and delivering it in an organized manner, thereby reducing user search time.
2Reliability
If help desk assistants search through pre-established text-based articles manually, then they can locate solutions, but the process is inefficient and requires switching between disparate platforms
Solution Approach 1:
The patent combines traditional text-based articles with modern help content formats (websites, chatbots, decision trees, CRM data) into a unified knowledge base. This merging allows help desk assistants to search for solutions across all content types simultaneously using a single interface, eliminating the inefficiency of switching between disparate platforms while maintaining the accuracy of solution identification through comprehensive search coverage.
Solution Approach 2:
The patent replaces manual mechanical searching through text-based articles with an automated cognitive knowledge platform that uses machine learning and natural language processing. The system automatically parses, indexes, and searches across multiple data sources, ranking results by relevance. This substitution of manual search mechanisms with automated intelligent systems significantly improves search efficiency while maintaining high solution accuracy.
3Ease of operation
If the local help desk database is limited to pre-established articles, then the system is simple to operate, but the information is outdated and requires additional inquiry levels
Solution Approach 1:
The patent creates a universal knowledge base that serves multiple functions: it stores traditional text-based articles while simultaneously integrating real-time data from websites, chatbots, CRM applications, and decision trees. This multi-functional platform allows users to access both historical knowledge and current, real-time information through a single interface, eliminating the need for additional inquiry levels while maintaining ease of operation.
Solution Approach 2:
The patent transforms the static, pre-established article database into a dynamic knowledge base that continuously updates and integrates new information from multiple sources. The system automatically refreshes content, incorporates real-time data, and adapts to changing information needs. This dynamic approach ensures information freshness without complicating user interaction, as the system handles updates and integration automatically in the background.
4Adaptability or versatility
If the system integrates multiple disparate data sources, then the coverage of help content is comprehensive, but the system complexity increases
Solution Approach 1:
The patent introduces a cognitive knowledge platform as a sophisticated intermediary layer that manages the complexity of integrating multiple disparate data sources. This intermediary system handles the technical challenges of data parsing, indexing, normalization, and retrieval automatically. By placing the complexity management function in a dedicated intermediary layer, the system achieves comprehensive data source integration and versatility while keeping the user interface simple and the overall architecture manageable through modular design.
Data Source
AI summary
A method programmed for execution in a computing environment for accessing help content from a plurality of help content data sources is provided, wherein the plurality of help content data sources includes a first group of help content data sources and a second group of help content data sources. Using a processor, the method comprises the steps of: locating help data by searching the first group of help content data sources over a network, and searching the second group of help content data sources stored in a memory; sorting the located help data so that the located help data is searchable, and allowing the sorted help data to be searched so that a list of relevant search results is displayed on a computing device, wherein each search result within the list of relevant search results includes access to the help data.