Nutanix, Inc.
KNOWLEDGE BASE CONTENT DISCOVERY

Abstract:

Rapid knowledge base discovery techniques. A database describes associations between knowledge base articles and closed problem cases. In periodic batch operations, the associations are used to generate solution probability predictors, each of which predictor corresponds to a probability that a particular knowledge base article was used to resolve a particular problem or case. The solution probability predictors comprise probability predictor parameter values associated with the set of words that occur in closed customer problem cases. A specialized data structure is populated with the probability predictor parameter values. When a new active customer problem case is opened, a set of words pertaining to the new, active case is constructed. The active case words are used with the specialized data structure to generate a probability value for each of a set of knowledge base articles. The knowledge base articles having the highest probability values are identified and presented in an ordered list.