Event Boost System for Dynamic Knowledge Record Relevancy
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Solution Overview
Problem
Current customer service applications struggle to promptly reflect external events affecting businesses, leading to inadequate responses to customer inquiries, as traditional relevancy statistics fail to temporarily boost less popular but relevant information during events, potentially causing customer dissatisfaction.
Innovation Solution
An event boost system is integrated with knowledge management systems to temporarily adjust relevancy metrics of records in response to external events, ensuring that relevant information is prominently displayed during specific time intervals, even if it is not frequently selected otherwise.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If traditional relevancy statistics are used to rank knowledge records, then frequently selected records are prioritized, but relevant information during external events is not promptly reflected
Solution Approach 1:
The patent implements dynamic metric adjustment where knowledge record metrics are temporarily modified during external event intervals. The event boost manager dynamically changes the relevancy scores of identified records based on event notifications, allowing the system to adapt to current events while maintaining normal ranking behavior outside event periods.
Solution Approach 2:
The system changes the parameter values (metrics) of knowledge records temporarily during event intervals. By adjusting the metric values upward for event-related records, the system ensures these records appear more prominently in search results during critical time intervals without permanently altering the knowledge base structure.
2Reliability
If less popular but event-relevant information is boosted, then customer service responsiveness improves, but system complexity increases
Solution Approach 1:
The event boost manager acts as an intermediary component between the event notification system and the knowledge management system. It receives event notifications, identifies relevant records, adjusts their metrics temporarily, and then restores them afterward, adding functionality without fundamentally redesigning the core knowledge management architecture.
Solution Approach 2:
The system segments the knowledge management functionality into distinct components: the event boost manager handles event-related metric adjustments separately from the main knowledge base and search operations. This modular approach allows the boost functionality to be added independently without increasing overall system complexity.
3Ease of operation
If metrics are adjusted during event intervals, then relevant records become more accessible, but normal ranking accuracy may be affected
Solution Approach 1:
The system applies periodic action by temporarily adjusting metrics only during specific event intervals and then restoring them afterward. This time-bound approach ensures that relevancy ranking accuracy is maintained outside event periods while improving accessibility of critical information during events, preventing permanent disruption to normal ranking behavior.
Solution Approach 2:
The event boost manager performs preliminary actions by restoring metrics to their original values after event intervals conclude. This ensures that the temporary metric adjustments do not permanently affect ranking accuracy, maintaining measurement precision for future non-event queries.
Data Source
AI summary
A method of temporarily boosting knowledge record metrics in a knowledge management system during external event intervals may include receiving an event notification. The event notification may be associated with a time interval, and the event notification may be associated with an event. The method may also include identifying a record in a knowledge database. The record may be identified based on relevance to the event, the record may be associated with a metric, and the metric may be used to determine if the record is responsive to queries received by the knowledge management system. The method may additionally include adjusting the metric during the time interval such that the record is more likely to be responsive to user queries.