System and method for task generation to address article feedback

Patent metadata

Field	Value
Publication number	US-11086950-B2
Application number	US-201815971807-A
Country	US
Kind code	B2
Filing date	May 4, 2018
Priority date	May 4, 2018
Publication date	Aug 10, 2021
Grant date	Aug 10, 2021

Abstract

The present approach relates to receiving feedback corresponding to an article provided from a knowledge base. The knowledge base includes a plurality of articles, and the feedback includes one or more feedback inputs. The one or more feedback inputs may be processed with one or more respective task generation rules. A task is generated to address the feedback corresponding to the article if the one or more feedback inputs does not satisfy the one or more respective task generation rules. An action may be received in response to the generated task, and the knowledge base updated based at least in part on the received action.

First claim

What is claimed is:

1. A system, comprising:
a client instance hosted by a datacenter, wherein the client instance is communicatively coupled to one or more client networks, wherein the one or more client networks comprise a first computing device associated with a user and a second computing device associated with a knowledge manager, wherein the client instance is configured to perform operations comprising:
receiving, from the first computing device, one or more feedback inputs corresponding to an article from a knowledge base accessible via the client instance;
processing the one or more feedback inputs with one or more respective task generation rules and, in response, generating a task to address the one or more feedback inputs corresponding to the article;
providing the task to the second computing device, wherein providing the task comprises prompting the knowledge manager to provide an action for the task;
receiving, from the second computing device, the action provided by the knowledge manager for the task;
providing, to the first computing device, a notification of the action provided by the knowledge manager, wherein the notification prompts the user to accept or reject the action;
in response to receiving, from the first computing device, an acceptance of the action, updating the knowledge base based at least in part on the action and closing the task; and
in response to receiving, from the first computing device, a rejection of the action, updating the task and providing the updated task to the second computing device.

2. The system of claim 1 , wherein the one or more feedback inputs comprise a rating, a helpfulness indicator, a sentiment analysis rating, or any combination thereof.

3. The system of claim 1 , wherein generating the task comprises assigning the task to the knowledge manager from a plurality of knowledge managers of the knowledge base, wherein the knowledge manager is assigned the task based on at least a topic of the article, a priority of the one or more feedback inputs, an availability of the knowledge manager, or any combination thereof.

4. The system of claim 1 , wherein the action comprises a creation of a new article, an update to the article, or a retirement of the article.

5. The system of claim 4 , wherein, before receiving the action, the client instance is configured to perform operations comprising:
receiving, from the second computing device, a request from the knowledge manager for supplemental feedback from the user corresponding to the article;
providing the request for the supplemental feedback from the user to the first computing device;
receiving, from the first computing device, the supplemental feedback of the user; and
supplying the supplemental feedback to the second computing device, wherein the action is based at least in part on the one or more feedback inputs and the supplemental feedback.

6. The system of claim 1 , wherein the action comprises an explanation why a new article or an update to the article are not generated in response to the one or more feedback inputs.

7. The system of claim 1 , wherein the client instance is configured to perform operations comprising adjusting the one or more respective task generation rules based on input received from the knowledge manager via the second computing device.

8. The system of claim 1 , wherein the knowledge manager is a virtual knowledge manager.

9. A a non-transitory, computer-readable medium storing instructions executable by one or more hardware processors of a first computing device, the instructions comprising instructions to:
receive, from a second computing device associated with a client network, one or more feedback inputs corresponding to an article from a knowledge base accessible by the first computing device;
process the one or more feedback inputs with one or more respective task generation rules and in response, generate a task to address the one or more feedback inputs corresponding to the article;
provide, to a third computing device associated with the client network, a request for an action to address the task;
receive, from the third computing device, the action in response to the request;
provide, to the second computing device, a notification of the action, wherein the notification includes a prompt to accept or reject the action; and
in response to receiving, from the second computing device, an acceptance of the action, update the knowledge base based at least in part on the action and close the task.

10. The medium of claim 9 , wherein the one or more feedback inputs comprise a rating, a helpfulness indicator, a sentiment analysis rating, or any combination thereof.

11. The medium of claim 9 , wherein the action comprises a creation of a new article, an update to the article, or a retirement of the article.

12. The medium of claim 9 , wherein the instructions comprise additional instructions to:
close the task based on an elapsed time since the notification was provided to the second computing device.

13. The medium of claim 9 , wherein the instructions comprise additional instructions to:
in response to receiving, from the second computing device, a rejection of the action:
update the task and provide, to the third computing device, a second request for a second action to address the updated task;
receive, from the third computing device, the second action in response to the second request;
provide, to the second computing device, a second notification of the second action, wherein the second notification includes a second prompt to accept or reject the second action; and
in response to receiving, from the second computing device, an acceptance of the second action, update the knowledge base based at least in part on the second action and close the updated task.

14. A method, comprising:
supplying an article from a knowledge base to a first computing device, wherein the knowledge base comprises a plurality of articles;
receiving one or more feedback inputs corresponding to the article from the first computing device, wherein the one or more feedback inputs comprises a text input and at least one of a rating or a helpfulness indicator;
processing the one or more feedback inputs with one or more respective task generation rules and, in response, generating a task to address the one or more feedback inputs corresponding to the article;
receiving, from a second computing device, an action in response to the generated task;
communicating a notification of the action to the first computing device, wherein the notification includes a prompt to accept or reject the action; and
in response to receiving, from the first computing device, an acceptance of the action, updating the knowledge base based at least in part on the action and closing the task.

15. The method of claim 14 , wherein the one or more feedback inputs comprises a sentiment analysis rating of the text input.

16. The method of claim 14 , wherein the action comprises a creation of a new article, an update to the article, or a retirement of the article.

17. The method of claim 14 , wherein the action comprises an explanation why a new article or an update to the article is not generated in response to the one or more feedback inputs.

18. The method of claim 14 , comprising closing the task based an elapsed time since the notification was communicated to the first computing device.

19. The method of claim 14 , comprising: providing, via the second computing device, a second prompt to provide the action after generati

Assignees

• Servicenow Inc

Inventors

• Srinivasamurthy Padmaprabodh Ambale
• Balasubramanian Ganapathi Subramanian
• Paul Sarup
• Goyal Jiten
• Goldberg Maria Svoisky

Classifications

• G06Q30/0282 Primary

  Rating or review of business operators or products · CPC title

• G06F16/23

  Updating · CPC title

• G06F16/9535 Primary

  Search customisation based on user profiles and personalisation · CPC title

• G06F16/335

  Filtering based on additional data, e.g. user or group profiles (filtering in web context G06F16/9535, G06F16/9536) · CPC title

• G06F9/4843

  by program, e.g. task dispatcher, supervisor, operating system · CPC title