US 12,001,785 B2
Mining multi-party collaboration platforms to create triaging trees and playbooks
Amitkumar Manoharrao Paradkar, Mohegan Lake, NY (US); Amar P. Azad, Bangalore (IN); Ajay Gupta, New Delhi (IN); Suranjana Samanta, Bangalore (IN); Prateeti Mohapatra, Bangalore (IN); Harshit Kumar, Delhi (IN); and Eyal Shnarch, Tel Aviv (IL)
Assigned to International Business Machines Corporation, Armonk, NY (US)
Filed by International Business Machines Corporation, Armonk, NY (US)
Filed on Sep. 10, 2020, as Appl. No. 17/017,202.
Prior Publication US 2022/0075936 A1, Mar. 10, 2022
Int. Cl. G06F 16/22 (2019.01); G06F 16/28 (2019.01); G06F 16/332 (2019.01); G06F 16/901 (2019.01); G06F 40/20 (2020.01); G06N 3/04 (2023.01)
CPC G06F 40/20 (2020.01) [G06F 16/2228 (2019.01); G06F 16/285 (2019.01); G06F 16/3329 (2019.01); G06F 16/9027 (2019.01); G06N 3/04 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A computer-implemented method, the method comprising:
obtaining, from a multi-user platform, conversations related to one or more technical issues;
analyzing the conversations, wherein, for a given one of the conversations, said analyzing comprises assigning respective ones of a plurality of labels to corresponding parts of the given conversation and identifying one or more entities within each labeled part of the given conversation;
generating a plurality of tree data structures based on the analyzing, wherein each of the tree data structures comprises a set of nodes for storing information corresponding to temporal sequences of steps related to diagnosing and resolving at least one of the one or more technical issues, wherein the set of nodes comprises a root node corresponding to the at least one of the technical issues, one or more symptom nodes, and one or more action nodes associated with one or more of the symptom nodes, and wherein the tree data structure corresponding to the given one of the conversations is populated based at least in part on the assigned labels and dependency information determined for the assigned labels by an attention model;
combining at least a first tree data structure and a second tree data structure of the plurality of tree data structures in response to determining that the first and the second tree data structures comprise respective root nodes corresponding to a same one of the one or more technical issues, wherein the combining comprises merging respective symptom nodes of the first and second tree data structures that correspond to a same at least one symptom and merging respective actions nodes of the first and second tree data structures that correspond to a same at least one action; and
deriving a sequence of steps for resolving said at least one technical issue based at least in part on the result of the combining;
wherein the method is carried out by at least one computing device.