Knowledgebase Linker for Anonymized Support Ticket Integration
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Solution Overview
Problem
Existing case management systems typically store resolved support issues in closed databases, preventing the dissemination of valuable solutions to a wider audience due to sensitive information concerns.
Innovation Solution
A knowledgebase linker system that extracts keywords from closed support tickets, performs searches in a knowledgebase, and updates relevant information, allowing service agents to create or supplement entries, thereby transferring resolved issue data from closed to open systems for broader dissemination.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If solutions to resolved support issues are stored in a closed case management system, then sensitive information is protected, but the solutions cannot be distributed to a wider audience
Solution Approach 1:
The patent introduces a knowledgebase as an intermediary system between the closed case management system and the public. The knowledgebase receives anonymized solutions from the closed system, processes them to remove sensitive information, and then distributes them publicly. This mediator approach allows information flow while maintaining security boundaries.
Solution Approach 2:
The system extracts only the necessary solution information from closed support tickets, separating it from sensitive contextual data. By taking out just the essential troubleshooting steps and resolutions while leaving sensitive customer information in the closed system, the patent enables public dissemination without compromising security.
2Loss of information
If all support ticket information is made public, then solution availability increases, but sensitive information security deteriorates
Solution Approach 1:
The patent applies different quality levels to different parts of the support ticket data. Sensitive fields (customer information, internal notes) are kept confidential in the closed system, while non-sensitive fields (technical solutions, troubleshooting steps) are anonymized and published. This local differentiation of information quality allows selective disclosure.
Solution Approach 2:
Instead of publishing original support tickets, the system creates anonymized copies that contain only the essential solution information. These copies are stripped of identifying customer data and sensitive internal communications, providing a safe public version that maintains solution utility without security risks.
3Manufacturing precision
If manual processing of support tickets is used, then information accuracy is maintained, but productivity and time efficiency deteriorate
Solution Approach 1:
The system implements automated self-service capabilities where the knowledgebase linker automatically extracts solutions from support tickets, performs keyword searches, and updates the knowledgebase without requiring manual intervention for each ticket. This automation maintains accuracy through structured data extraction while dramatically improving processing speed.
Solution Approach 2:
The system performs preliminary automated processing of support tickets by extracting key information and preparing it for knowledgebase integration before human review. This preliminary action handles the time-consuming extraction and formatting tasks automatically, allowing human reviewers to focus only on verifying accuracy rather than performing basic data processing.
Data Source
AI summary
An embodiment relates generally to a method of linking. The method includes receiving a message associated with at least one technical issue being resolved in a first system and containing non-confidential information and searching a knowledgebase in a second system based on the message to obtain at least one related entry. The method also includes associating at least one related entry with the non-confidential information of the message, updating at least one related entry with the non-confidential information, or creating a new entry with the non-confidential information, in the knowledgebase.