Systems and methods for generating and transmitting targeted data within an enterprise

Patent metadata

Field	Value
Publication number	US-10990929-B2
Application number	US-201815971628-A
Country	US
Kind code	B2
Filing date	May 4, 2018
Priority date	Feb 27, 2018
Publication date	Apr 27, 2021
Grant date	Apr 27, 2021

Abstract

The present approach relates to providing targeted content to a user (e.g., employee) of an enterprise. In certain implementations, the present techniques involve receiving filter data (e.g., data identifying an employee) from a user and providing content in the form of knowledge blocks to a user based on metadata of the knowledge blocks that is associated with the filter data. In other implementations, the present techniques involve receiving trigger data (e.g., data of an employee satisfying a condition) and providing a set of activities (e.g., social activities or work related) to a user based on the trigger data.

First claim

The invention claimed is:

1. A system, comprising:
a non-transitory, machine-readable medium storing code for performing one or more operations; and
a client instance hosted by a data center, wherein the client instance is generated for one or more client networks, the system comprising a processor configured to perform the operations comprising:
receiving a request for information provided as an input by a requestor, wherein an answer to the request for information varies based on one or more characteristics of the requestor, wherein the request comprises filter data comprising one or more search terms and the one or more characteristics of the requestor, wherein the one or more characteristics of the requestor are determined automatically by the system based on an identification of the requestor, and wherein the one or more characteristics of the requestor comprise demographic information of the requestor;
identifying an initial knowledge article based upon the request;
determining that the initial knowledge article includes incorrect or outdated information;
in response to determining that the initial knowledge article includes the incorrect or outdated information, retrieving a plurality of knowledge articles from one or more databases accessible by the client instance based on the search terms, wherein each knowledge article of the plurality of knowledge articles is related to a different topic that is relevant to the request, wherein the plurality of knowledge articles each comprise a plurality of knowledge blocks, and wherein each knowledge block of the plurality of knowledge blocks of each knowledge article is tagged with metadata that identifies a relevant demographic for each knowledge block;
identifying one or more knowledge blocks of each of the plurality of knowledge articles that do not include the incorrect or outdated information and the one or more knowledge blocks are relevant to the requestor based at least in part on an overlap between the demographic information of the requestor and the metadata of the plurality of knowledge blocks;
assembling an additional knowledge article comprising the one or more identified knowledge blocks of each of the plurality of knowledge articles, wherein assembling the additional knowledge article comprises at least arranging an order of the one or more knowledge blocks of the response into the additional knowledge article configured to provide the answer that is specifically applicable to the requestor based at least in part on the demographic information of the requestor; and
outputting the additional knowledge article to a client device interacting with the client instance.

2. The system of claim 1 , wherein the one or more databases and one or more processor-based devices are interacting via a client instance hosted by a data center, wherein the client instance is generated for one or more client networks.

3. The system of claim 1 , wherein assembling the response comprises removing one or more redundant knowledge blocks of the one or more identified knowledge blocks.

4. The system of claim 1 , wherein assembling the response comprises determining the order of the one or more identified knowledge blocks based on the metadata, wherein the metadata comprises metadata prioritizing material and arranging the one or more identified knowledge blocks based on the order.

5. The system of claim 4 , wherein the metadata prioritizing material conveys information related to an overlap between the one or more identified knowledge blocks.

6. The system of claim 1 , wherein the plurality of knowledge articles comprise one or more of legal information, on-boarding protocol information, enterprise policy information, and human-resource information.

7. A system, comprising:
a non-transitory, machine-readable medium storing code for performing one or more operations; and
a client instance hosted by a data center, wherein the client instance is generated for one or more client networks, the system comprising a processor configured to perform the operations comprising:
receiving a request for information provided as an input by a requestor, wherein an answer to the request for information varies based on one or more characteristics of the requestor, wherein the request comprises filter data comprising one or more search terms and the one or more characteristics of the requestor, wherein the one or more characteristics of the requestor are determined automatically by the system based on an identification of the requestor, and wherein the one or more characteristics of the requestor comprise demographic information of the requestor;
identifying a first knowledge article based upon the request;
determining that the first knowledge article includes incorrect or outdated information;
in response to determining that the first knowledge article includes the incorrect or outdated information, retrieving a second knowledge article from one or more databases accessible by the client instance based on the search terms and the demographic information of the requestor, wherein the second knowledge article comprises a plurality of knowledge blocks, and wherein each knowledge block of the plurality of knowledge blocks is tagged with metadata that identifies a relevant demographic for each knowledge block;
identifying a subset of the plurality of knowledge blocks of the second knowledge article that do not include the incorrect or outdated information and are relevant to the requestor based at least in part on an overlap between the demographic information of the requestor and the metadata of the plurality of knowledge blocks;
updating the first knowledge article using the of identified subset of the plurality of knowledge blocks to generate a third knowledge article, wherein the third knowledge article comprises a single document that includes the subset of the plurality of knowledge blocks, wherein the third knowledge article is configured to provide the answer that is specifically applicable to the requestor based at least in part on the demographic information of the requestor; and
outputting the third knowledge article to a client device interacting with the client instance.

8. The system of claim 7 , wherein the processor is configured to perform the operations comprising:
retrieve the characteristics of the requestor, wherein the characteristics comprise a job title or job position of an employee, wherein the subset of the plurality of knowledge blocks are identified based at least on the job title.

9. The system of claim 8 , wherein the third knowledge article comprises knowledge blocks relevant to an individual having the job title.

10. The system of claim 7 , wherein the characteristics of the requestor comprise data relating to a geographic location of the requestor such that the third knowledge article comprises knowledge blocks relevant to an individual at the location of the requestor.

11. The system of claim 7 , wherein the characteristics of the requestor comprise data relating to a department or organization of the requestor such that the third knowledge article comprises knowledge blocks relevant to an individual associated with the department or organization of the requestor.

12. The system of claim 7 , wherein the plurality of knowledge blocks include image data from a larger article.

13. The system of claim 7 , wherein the request is made via a text search or query.

14. The system of claim 7 , wherein the third knowledge article comprises an ordered aggregation of the subset of the plurality knowledge blocks.

15. A tangible, non-transitory, machine-readable medium, co

Assignees

• Servicenow Inc

Inventors

• Gopal Harshitha Kota Ram
• Hamer Kenneth James
• Foss Lucinda Kathryn
• Bathula Anil Kumar
• Sencan Ismail
• Gunuru Harivijay Srikanth
• Cridlig Regis Michel
• Kondra Akhilesh
• Lee Kaho
• Paul Sarup
• Goldberg Maria Svoisky

Classifications

• G06F16/164

  File meta data generation · CPC title

• G06Q10/1057 Primary

  Benefits or employee welfare, e.g. insurance, holiday or retirement packages · CPC title

• G06N5/022

  Knowledge engineering; Knowledge acquisition · CPC title

• G06F16/951

  Indexing; Web crawling techniques · CPC title

• G06F16/9535

  Search customisation based on user profiles and personalisation · CPC title