Looking for a suitable knowledge based system (KBS) that will intelligently connect problems to solutions?
I have an interesting request to build or advise on an expert system, now known more commonly as a KBS or Knowledge Based System.
The reason is that this team are encountering many examples of same or similar problems, where they spend a lot of time re-inventing similar solutions. Ideally, they need a database that can intelligently and [semi]automatically connect the dots between hundreds of similar problems and solutions; in other words, an inference engine connected to a database.
Criteria
1. Search results need a trust raking for the likelihood of a correct solution.
2. New information (problems and solutions) must be easy for a technician to enter, and in a structured format.
3. Database must be both machine and human readable.
4. Must be OS agnostic (web based).
So far, I have found a lot of technical and conceptual papers on this subject, but I haven't found a ready to use application. :(
FYI, here is an interesting document from AAAI: https://www.aaai.org/Papers/IAAI/2005/IAAI05-014.pdf
Questions?
1. Can this be accomplished, as an add-on, with the tools we already own?
2. What KBS systems are available that are either open-source, free, or relatively inexpensive?
We currently use Confluence, Confluence Questions, Jira, Bitbucket, Freshworks Freshservice, and Slack. I have reviewed many of the plugins available and none seem to offer KBS-like functionality. :(
Google Search?
Search results seem to be help desk tools like GetPrompt.ai, Zendesk, Smartsheet, and even Freshdesk (which we use and it's no KBS!). I am going to look at some of these products, but the purpose of asking in EE is that I am seeking knowledge from others who already understand KBS. :)
Thank you so much for any advice. :)
Unfortunately, EE is extremely limited in topics (and I can only select 5)... no kbs related topics to pick from. :( Please let me know if there is a more appropriate topic that I missed.
The reason is that this team are encountering many examples of same or similar problems, where they spend a lot of time re-inventing similar solutions. Ideally, they need a database that can intelligently and [semi]automatically connect the dots between hundreds of similar problems and solutions; in other words, an inference engine connected to a database.
Criteria
1. Search results need a trust raking for the likelihood of a correct solution.
2. New information (problems and solutions) must be easy for a technician to enter, and in a structured format.
3. Database must be both machine and human readable.
4. Must be OS agnostic (web based).
So far, I have found a lot of technical and conceptual papers on this subject, but I haven't found a ready to use application. :(
FYI, here is an interesting document from AAAI: https://www.aaai.org/Papers/IAAI/2005/IAAI05-014.pdf
Questions?
1. Can this be accomplished, as an add-on, with the tools we already own?
2. What KBS systems are available that are either open-source, free, or relatively inexpensive?
We currently use Confluence, Confluence Questions, Jira, Bitbucket, Freshworks Freshservice, and Slack. I have reviewed many of the plugins available and none seem to offer KBS-like functionality. :(
Google Search?
Search results seem to be help desk tools like GetPrompt.ai, Zendesk, Smartsheet, and even Freshdesk (which we use and it's no KBS!). I am going to look at some of these products, but the purpose of asking in EE is that I am seeking knowledge from others who already understand KBS. :)
Thank you so much for any advice. :)
Unfortunately, EE is extremely limited in topics (and I can only select 5)... no kbs related topics to pick from. :( Please let me know if there is a more appropriate topic that I missed.
Have you looked at using Experts Exchange for this solution? We have a similar solution to what you are looking for.
With an enterprise account a team of technology people could a search for answers to their questions and also ask questions if there aren't specific answers. What's great is everyone can see what questions their team members are asking. Team members can also mark articles that they found helpful so that the rest of the team can see those solutions.
I know this may not be exactly what you were looking for, let me know your thoughts or if you have any questions.
KJ
With an enterprise account a team of technology people could a search for answers to their questions and also ask questions if there aren't specific answers. What's great is everyone can see what questions their team members are asking. Team members can also mark articles that they found helpful so that the rest of the team can see those solutions.
I know this may not be exactly what you were looking for, let me know your thoughts or if you have any questions.
KJ
ASKER
Thank you KJ Nelson,
No, expert exchange isn't suitable for a number of reasons. Such as the lack of an inference engine, no enforced structure for issues and solutions formatting, inability to set rules in a similar manner like you'd find in a help desk application. Unlikely to integrate with our existing tools. Most importantly, I don't think EE would pass the scrutiny of our security team. We store extremely sensitive information in our dbs.
No, expert exchange isn't suitable for a number of reasons. Such as the lack of an inference engine, no enforced structure for issues and solutions formatting, inability to set rules in a similar manner like you'd find in a help desk application. Unlikely to integrate with our existing tools. Most importantly, I don't think EE would pass the scrutiny of our security team. We store extremely sensitive information in our dbs.
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ASKER
But still, I may need help with selecting more appropriate topics in order to improve my chances of finding help.
Thank you.