Unified IT Case Search System for Action Recommendation
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Solution Overview
Problem
IT agents face inefficiencies in locating solutions for IT cases due to the need to search across multiple knowledge sources, which consumes time and resources, and often results in suboptimal solutions due to reliance on outdated company-owned databases.
Innovation Solution
A system that indexes multiple IT data sources using an index engine and action engine to provide dynamic actions, reducing the need for individual searches by reusing existing knowledge and recommending actions based on user feedback.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If IT agents search across multiple knowledge sources to find solutions, then solution completeness improves, but time consumption and resource usage increase
Solution Approach 1:
The patent combines multiple knowledge sources (company-owned databases, external databases, user-driven knowledge) into a unified search interface. The system merges these diverse sources and presents integrated search results to IT agents, allowing them to access comprehensive information from all sources simultaneously rather than searching each source separately.
Solution Approach 2:
The system performs preliminary actions by pre-indexing and organizing content from multiple knowledge sources before search queries are submitted. The background technical disclosure mentions that the system includes an indexing component that prepares data from various sources in advance, enabling faster retrieval during actual search operations.
2Measurement precision
If IT agents perform multiple searches across different databases, then solution accuracy improves, but resource consumption increases
Solution Approach 1:
The system merges multiple database searches into a single unified search operation. By integrating company-owned IT knowledge databases with external knowledge sources through a common search interface, the system eliminates the need for agents to perform separate searches across different databases, reducing computational resources while maintaining comprehensive search coverage.
Solution Approach 2:
The search system is designed with multi-functionality to handle queries across diverse knowledge sources simultaneously. The unified search interface can search company databases, external databases, and user-driven knowledge in a single operation, making the system universal in its ability to access and process information from multiple source types without requiring separate search mechanisms.
3Reliability
If company-owned databases are used for IT knowledge, then data security improves, but knowledge freshness and variety deteriorate
Solution Approach 1:
The patent introduces an intermediary layer (the unified search system) between the secure company-owned databases and the IT agents. This intermediary allows controlled access to external knowledge sources while maintaining security boundaries. The system can retrieve and present external knowledge without compromising the security of internal databases, as the search interface manages data access and presentation.
Solution Approach 2:
The knowledge base is segmented into distinct sources (company-owned databases, external databases, user-driven knowledge) that can be independently managed and accessed. This segmentation allows the system to maintain secure internal databases while simultaneously incorporating fresh external knowledge through the unified search interface, with each source maintaining its own characteristics and access controls.
4Reliability
If individual searches are performed for each IT data source, then search thoroughness improves, but productivity decreases
Solution Approach 1:
The system merges multiple individual search operations into a single unified search. IT agents submit one search query through the unified interface, and the system simultaneously searches across company databases, external databases, and user-driven knowledge, then presents consolidated results. This eliminates the need for agents to perform multiple separate searches, significantly improving productivity while maintaining thorough search coverage.
Data Source
AI summary
Recommending actions to an Information Technology (IT) case can include searching an index for an IT case that matches a received IT case, identifying a plurality of actions for the received IT case based on the search, and recommending a subset of actions from the plurality of actions for the received IT case to an IT agent.