Method and system for development of a knowledge base system

• US 6,499,024 B1
• Filed: 08/24/1999
• Issued: 12/24/2002
• Est. Priority Date: 08/24/1999
• Status: Expired due to Fees

• Current Assignee: Stream International Incorporated (TD SYNNEX Corp.)
• Original Assignee: Stream International Incorporated (TD SYNNEX Corp.)
• Inventors: Haughton, Debra Ann, Stier, Sharon
• Primary Examiner(s): Black, Thomas
• Assistant Examiner(s): Hirl, Joseph P.
• Application Number:
  US09/382,057
• Time in Patent Office: 1,218 Days
• Field of Search: 706/50, 706/45, 706/46, 706/11, 706/59, 707/5, 707/3, 707/500, 700/286, 714/28
• US Class Current: 706/50
• CPC Class Codes: G06N 5/022 Knowledge engineering; Knowledge acquisition
• CPC Class Codes: Y10S 707/99933 Query processing, i.e. searching
• CPC Class Codes: Y10S 707/99936 Pattern matching access

Abstract

A method for creating knowledge bases comprises conducting a baseline analysis of aspects of developing a knowledge base. At least one aspect is surveyed, results developed, and a knowledge base complexity indicator is developed to demonstrate for each aspect an expected level of effort required in developing and operating the knowledge base. The results are used to define a scope of and approach for developing the knowledge base. They are input to an in-depth analysis, which may comprise a domain analysis, a reservoir analysis, and a vector analysis, and a construction and seeding plan for the knowledge base is output. The knowledge base is constructed and seeded in accordance with the plan. A deployment plan for deployment of the knowledge base is developed, and used to deploy the knowledge base. Operational processes for using, monitoring and maintaining the knowledge base are specified and implemented according to their specifications.

Claims

1. A method of developing knowledge bases comprising the steps of

a. conducting a baseline analysis of aspects of developing a knowledge base, by

surveying at least one of said aspects,

developing results from said surveying, and

developing a knowledge base complexity indicator for said surveyed aspect and associated with said results for said aspect, said complexity indicator demonstrating for said aspect an expected level of effort required in developing and operating said knowledge base;

said baseline analysis having as an output said results and said complexity indicator associated with said results; and

using said output to define a scope of and approach for developing said knowledge base;

b. conducting an in-depth analysis having as an input said results from said surveying and having as an output a construction and seeding plan for said knowledge base;

c. constructing and seeding said knowledge base in accordance with said construction and seeding plan;

d. developing a deployment plan for deployment of said knowledge base; and

e. deploying said knowledge base in accordance with said deployment plan.

2. The method of claim 1, in which a plurality of aspects are surveyed and said complexity indicators for said surveyed aspects are combined to give an overall knowledge base complexity indicator.

3. The method of claim 1, wherein one of said aspects comprises a support team for developing, using and maintaining said knowledge base.

4. The method of claim 3, wherein said support team supports a number of products used by potential users of said knowledge base, and surveying said support team further comprises surveying said number of products.

5. The method of claim 3, wherein surveying said support team further comprises surveying a knowledge gap between new and experienced potential users of said knowledge base.

6. The method of claim 1, wherein one of said aspects comprises potential beneficiaries of said knowledge base, and said surveying comprises identifying and evaluating goals of said beneficiaries.

7. The method of claim 1, wherein one of said aspects comprises workflow between systems and processes with which said knowledge base is expected to interact or co-exist.

8. The method of claim 7, wherein said workflow further comprises existing target end users'"'"' workflow, existing call tracking system, and a current escalation rate and procedures.

9. The method of claim 1 wherein one of said aspects comprises tools available to track metrics.

10. The method of claim 1, wherein one of said aspects comprises potential domains for said knowledge base.

11. The method of claim 10, wherein said surveying comprises analyzing said potential domains with potential domain indicators.

12. The method of claim 11, wherein said potential domain indicators comprise percentage of queue, measurability, average handle time, and rate of first time fix.

13. The method of claim 10, wherein said surveying said potential domains comprises reviewing potential domain indicators of percentage of queue, measurability, average handle time, and rate of first time fix for each of said potential domains.

14. The method of claim 1, wherein one of said aspects comprises a system environment for said knowledge base.

15. The method of claim 14, wherein said system environment comprises required system linkages, technical architecture configuration options, desktop requirements, and tools available to track metrics.

16. The method of claim 1, wherein one of said aspects comprises potential reservoirs from which information may be obtained to seed said knowledge base.

17. The method of claim 1, wherein said aspects comprise workflow between systems and processes with which said knowledge base is expected to interact or co-exist, potential domains for said knowledge base, and a system environment for said knowledge base.

18. The method of claim 17, wherein said aspects further comprise a support team for developing, using and maintaining said knowledge base, potential beneficiaries of said knowledge base, tools available to track metrics;

and potential reservoirs from which information may be obtained to seed said knowledge base.

19. The method of claim 1, wherein conducting said base-line analysis further comprises

conducting a high-level base-line analysis to provide an initial determination of the feasibility of developing said knowledge base and to identify costs for said developing, wherein an output of said high-level analysis is a project statement of work and a project cost estimate; and

if said high-level base-line analysis indicates that said developing is feasible, conducting a full base-line analysis of each of said aspects.

20. The method of claim 1, in which said complexity indicator comprises an assessment of high, medium and low complexity of said aspect.

21. A method for creating knowledge bases, comprising

a. conducting a baseline analysis of aspects of developing a knowledge base by surveying at least one of said aspects and developing results from said surveying, using said results to define a scope of and approach for developing said knowledge base;

b. conducting an in-depth analysis having as an input said results from said surveying and having as outputs

a construction and seeding plan for said knowledge base, and

specifications for operational processes for use of said knowledge base, for monitoring knowledge base operations, and for maintenance of said knowledge base;

c. developing said knowledge base by the sub-steps of

i. constructing and seeding said knowledge base in accordance with said construction and seeding plan;

ii. developing said operational processes in accordance with said specifications for operational processes, and

iii. developing a deployment plan for deployment of said knowledge base and said operational processes; and

d. implementing said deployment plan by deploying said knowledge base and implementing said operational processes in accordance with said deployment plan.

22. The method of claim 21, wherein developing said operational processes further comprises developing software for a knowledge base user interface, for tool integration, and for reporting.

23. The method of claim 21, wherein implementing said operational processes further comprises compiling knowledge management metrics in order to monitor use of said knowledge base.

24. The method of claim 21, wherein one of said operational processes comprises a system for updating said knowledge base.

25. The method of claim 21, wherein one of said operational processes comprises a system for generating reports.

26. The method of claim 21, wherein

said operational processes comprise a reporting system, knowledge base user and knowledge base author work flows, and knowledge base integration with systems or processes with which the knowledge base will interact or co-exist; and

developing said specifications further comprise conducting an integration analysis of said systems or processes with which said knowledge base will interact or co-exist, and developing specifications of a graphics user interface for said knowledge base based on an analysis of said knowledge base user and knowledge base author work flows.

27. The method of claim 21, wherein developing said operational processes further comprises developing systems and processes for knowledge flow between users and authors, and between all beneficiaries of use of the knowledge base.

28. The method of claim 21, wherein developing said deployment plan comprises developing schedules, resource allocation plans, pilot incentives, user documentation, and training.

29. The method of claim 21, wherein conducting said in-depth analysis comprises the steps of:

a. conducting a domain analysis to identify a domain for said knowledge base, wherein a selected domain is an output of said domain analysis;

b. conducting a reservoir analysis to identify and analyze the quality of sources of knowledge for said domain, wherein a reservoir map is an output of said reservoir analysis; and

c. conducting a vector analysis to define a structure for said knowledge base, wherein a knowledge base architecture is an output of said vector analysis;

wherein said selected domain, said reservoir map and said knowledge base architecture are inputs for said construction and seeding plan.

30. A method for creating knowledge bases, comprising the steps of:

a. conducting a baseline analysis of aspects of developing a knowledge base, by conducting a quantitative survey of at least one of said aspects and developing results from said survey, using said results to define a scope of and approach for developing said knowledge base; and

b. conducting an in-depth analysis to develop a construction and seeding plan for said knowledge base, by the sub-steps of

i. conducting a domain analysis to identify a selected domain for said knowledge base;

ii. conducting a reservoir analysis to develop a reservoir map to identify sources of knowledge for said domain, said sources having a quality, and analyze said quality of sources of knowledge for said domain;

iii. conducting a vector analysis to define a knowledge base architecture for said knowledge base; and

iv. using said selected domain, said reservoir map and said knowledge base architecture to develop said construction and seeding plan;

wherein said surveying further comprises surveying potential domains for said knowledge base, a support team for developing, using and maintaining said knowledge base, and potential beneficiaries of said knowledge base; and

wherein an output of said surveying is an input for said domain analysis.

31. The method of claim 30, wherein

said surveying further comprises surveying potential reservoirs from which information may be obtained to seed said knowledge base and workflow between systems and processes with which said knowledge base is expected to interact or co-exist, and said selected domain; and

an output of said surveying is an input for said reservoir mapping.

32. The method of claim 31, wherein said selected domain and said reservoir map are inputs for said vector analysis.

33. A knowledge management system for managing knowledge bases co-existing with other systems and processes, said system comprising

a methodology to define and develop a knowledge base by the following steps:

a. conducting a baseline analysis of aspects of developing said knowledge base by surveying at least one of said aspects and developing results from said surveying, using said results to define a scope of and approach for developing said knowledge base;

b. conducting an in-depth analysis having as an input said results from said surveying and having as an output a construction and seeding plan for said knowledge base;

c. constructing and seeding said knowledge base in accordance with said construction and seeding plan;

d. developing a knowledge base deployment plan for deployment of said knowledge base; and

e. deploying said knowledge base in accordance with said knowledge base deployment plan;

operational processes for use of said knowledge base, for monitoring knowledge base operations, for maintaining said knowledge base, and for integrating said knowledge base with said other systems and processes, and

a methodology for implementing said operational processes with the following steps;

a. developing specifications for said operational processes having as an input said results from said surveying;

b. developing said operational processes in accordance with said specifications for operational processes;

c. developing an operational processes deployment plan for implementation of said operational processes; and

d. implementing said operational processes in accordance with said operational processes deployment plan.

34. A system for creating knowledge bases, comprising a multi-phase knowledge base development system having

a. a baseline analysis phase with conducting a baseline analysis of aspects of developing said knowledge base by surveying at least one of said aspects, developing results from said surveying, and using said results to define a scope of and approach for developing said knowledge base;

b. an in-depth analysis phase with conducting an in-depth analysis having as an input said results from said surveying and having as outputs

a construction and seeding plan for said knowledge base, and

specifications for operational processes for use of said knowledge base, for monitoring knowledge base operations, and for maintenance of said knowledge base;

c. a knowledge base developing phase with developing said knowledge base by the sub-steps of

i. constructing and seeding said knowledge base in accordance with said construction and seeding plan;

ii. developing said operational processes in accordance with said specifications for operational processes, and

iii. developing a deployment plan for deployment of said knowledge base and said operational processes; and

d. a deployment plan implementation phase with implementing said deployment plan by deploying said knowledge base and implementing said operational processes in accordance with said deployment plan.