Methods and apparatus to generate knowledge base articles

• US 10,257,143 B2
• Filed: 06/30/2015
• Issued: 04/09/2019
• Est. Priority Date: 06/30/2015
• Status: Active Grant

• Current Assignee: Vmware LLC (Broadcom, Inc.)
• Original Assignee: VMware, Inc. (Broadcom, Inc.)
• Inventors: Simpson, Glen Robert, Giannesini, Didier, Ross, Clive Ilan
• Primary Examiner(s): To, Jennifer N
• Assistant Examiner(s): Hoang, Amy P
• Application Number:
  US14/788,410
• Publication Number:
  US 20170005967A1
• Time in Patent Office: 1,379 Days
• CPC Class Codes: G06F 16/9535 Search customisation based on user profiles and personalisation
• CPC Class Codes: G06F 40/30 Semantic analysis
• CPC Class Codes: G06Q 10/101 Collaborative creation, e.g. joint development of products or services
• CPC Class Codes: H04L 43/16 Threshold monitoring
• CPC Class Codes: H04L 51/216 Handling conversation history, e.g. grouping of messages in sessions or threads
• CPC Class Codes: H04L 51/52 for supporting social networking services
• CPC Class Codes: H04L 67/10 in which an application is distributed across nodes in the network software deployment G06F8/60; multiprogramming arrangements G06F9/46

Abstract

An example method to generate knowledge base articles involves analyzing user-satisfaction indicators of a plurality of user response messages in a forum message board of a cloud computing system. The user response messages are posted in response to a first message requesting assistance related to a computing resource. One of the user response messages having a highest one of the user-satisfaction indicators relative to others of the plurality of user response messages is selected. A knowledge base article is generated based on the selected user response message.

Claims

1. A method to generate a knowledge base article, the method comprising:

receiving at an application programming interface;

a first message posted to a forum message board of a cloud computing system via a first social media network platform, the first message requesting assistance related to a computing resource; and

user response messages posted to the forum message board via a second social media network platform that is different from the first social media network platform, the user response messages posted in response to the first message;

providing compatibility between the different first and second social media network platforms and a social integration bot based on a connector in the social integration bot receiving the first message and the user response messages via hypertext transfer protocol communications from the application programming interface;

analyzing, by executing an instruction with a processor, user-satisfaction indicators of the user response messages received in the social integration bot;

selecting, by executing an instruction with the processor, one of the user response messages having a user rating that satisfies a user-satisfaction threshold that specifies a multi-value scale-based rating and a duration of the multi-value scale-based rating; and

generating, by executing an instruction with the processor, the knowledge base article based on the selected user response message by;

setting, via an autonomous computer-executable process, a title of the knowledge base article as the title of the first message;

setting, via the autonomous computer-executable process, an issue of the knowledge base article as a question or problem located in the first message; and

setting, via the autonomous computer-executable process, a solution of the knowledge base article as the selected user response message that satisfies the user-satisfaction threshold.

2. A method as defined in claim 1, wherein the first message is posted by a first forum user of the forum message board, the user response messages including advice or recommended solutions provided by second forum users of the forum message board in response to the requested assistance in the first message.

3. A method as defined in claim 1, wherein the first social media network platform is a discussion board, and the second social media network platform is a short messaging service.

4. A method as defined in claim 1, further including storing the knowledge base article in a database.

12. A method as defined in claim 1, wherein the application programming interface is a representational state transfer application programming interface.

5. An apparatus to generate a knowledge base article, the apparatus comprising:

an application programming interface to send a first message and user response messages via hypertext transfer protocol communications to a social integration bot to provide compatibility between (1) first and second social media network platforms and (2) the social integration bot, the first message posted to a forum message board of a cloud computing system via the first social media network platform, the first message requesting assistance related to a computing resource, the user response messages posted to the forum message board via the second social media network platform, the second social media network platform being different from the first social media network platform, the user response messages posted in response to the first message;

a knowledge extractor;

to analyze user-satisfaction indicators of the user response messages provided to the social integration bot; and

to select one of the user response messages having a user rating that satisfies a user-satisfaction threshold that specifies a multi-value scale-based rating and a duration of the multi-value scale-based rating;

and

an article commit interface to generate the knowledge base article based on the selected user response message by;

setting, via an autonomous computer-executable process, a title of the knowledge base article as the title of the first message;

setting, via the autonomous computer-executable process, an issue of the knowledge base article as a question or problem located in the first message; and

setting, via the autonomous computer-executable process, a solution of the knowledge base article as the selected user response message that satisfies the user-satisfaction threshold, at least one of the application programming interface, the knowledge extractor, or the article commit interface is implemented on a logic circuit.

6. An apparatus as defined in claim 5, wherein the first message is to be posted by a first forum user of the forum message board, the user response messages including advice or recommended solutions provided by second forum users of the forum message board in response to the requested assistance in the first message.

7. An apparatus as defined in claim 5, wherein the first social network platform includes a discussion board, and the second social media network platform is a short messaging service.

8. An apparatus as defined in claim 5, wherein the article commit interface is to store the knowledge base article in a database.

13. An apparatus as defined in claim 5, wherein the application programming interface is a representational state transfer application programming interface.

9. An article of manufacture comprising computer readable instructions that, when executed, cause at least one processor to at least:

send a first message and user response messages via hypertext transfer protocol communications from an application programming interface to a connector of a social integration bot to provide compatibility between (a) first and second social media network platforms and (2) the social integration bot, the first message posted to a forum message board of a cloud computing system via the first social media network platform, the first message requesting assistance related to a computing resource, the user response messages posted to the forum message board via the second social media network platform different from the first social media network platform, the user response messages posted in response to the first message;

analyze user-satisfaction indicators of the user response messages;

select one of the user response messages having a user rating that satisfies a user-satisfaction threshold that specifies a multi-value scale-based rating and a duration of the multi-value scale-based rating; and

generate a knowledge base article based on the selected user response message by;

setting, via an autonomous computer-executable process, a title of the knowledge base article as the title of the first message;

setting, via the autonomous computer-executable process, an issue of the knowledge base article as a question or problem located in the first message; and

setting, via the autonomous computer-executable process, a solution of the knowledge base article as the selected user response message that satisfies the user-satisfaction threshold.

10. An article of manufacture as defined in claim 9, wherein the first message is posted by a first forum user of the forum message board, the user response messages including at least one of advice or recommended solutions provided by second forum users of the forum message board in response to the requested assistance in the first message.

11. An article of manufacture as defined in claim 9, wherein the first social media network platform is a discussion board, and second social media network platform is a short messaging service.

14. An article of manufacture as defined in claim 9, wherein the application programming interface is a representational state transfer application programming interface.