# US 11,308,177 B2 · System and method for accessing and managing cognitive knowledge > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 11,308,177 B2 - Document ID: US11308177B2 - Status: Granted - Kind: B2 - Application number: 16/689,486 - Filed: 2019-11-20 - Published: 2021-05-20 - Granted: 2022-04-19 - Earliest claimed: 2019-11-20 - Assignees: Sutherland Global Services Inc. - Applicants: Sutherland Global Services, Inc. - Inventors: Phani Kumar Nagarjuna; Navaneethan Thirumurthy - Web page: https://patentgrep.com/patent/US11308177B2 ## CPC - G06F 16/36: Creation of semantic tools, e.g. ontology or thesauri - G06F 16/9538: Presentation of query results - G06F 7/08: Sorting, i.e. grouping record carriers in numerical or other ordered sequence according to the classification of at least some of the information they carry (by merging two or more sets of carriers in ordered sequence G06F7/16) - G06Q 30/016: After-sales - G06N 5/022: Knowledge engineering; Knowledge acquisition - G06N 20/00: Machine learning - G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N) - G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR - G06N: COMPUTING ARRANGEMENTS BASED ON SPECIFIC COMPUTATIONAL MODELS ## Abstract A method programmed for execution in a computing environment for accessing help content from a plurality of help content data sources is provided, wherein the plurality of help content data sources includes a first group of help content data sources and a second group of help content data sources. Using a processor, the method comprises the steps of: locating help data by searching the first group of help content data sources over a network, and searching the second group of help content data sources stored in a memory; sorting the located help data so that the located help data is searchable, and allowing the sorted help data to be searched so that a list of relevant search results is displayed on a computing device, wherein each search result within the list of relevant search results includes access to the help data. ## Claims ### Claim 1 A system including a cognitive knowledge platform for accessing help content data from a plurality of help content data sources, wherein the plurality of help content data sources includes a first group of help content data sources and a second group of help content data sources, the system comprising: a server comprising a memory and a processor, wherein the server is in communication with the first group of help content data sources over a network, wherein the second group of help content data sources is stored in the memory of the server and includes one or more decision trees and one or more knowledge-based articles, wherein each of the one or more decision trees include a root node, at least two leaf nodes, and a branch connecting the root node to the at least two leaf nodes, wherein the root node and the at least two leaf nodes provide for the display of the help content data, wherein the processor is configured for executing computer-executable instructions stored in the memory comprising: allowing for an insertion of an attachment or a link into at least one of the at least two leaf nodes of the one or more decision trees, locating the help content data by searching the first group of help content data sources over the network and the second group of help content data sources including the one or more decision trees and the one or more knowledge-based articles stored in the memory of the server, sorting the located help content data so that the located help content data is searchable, and allowing the sorted help content data to be searched so that a list of relevant search results are displayed on a computing device, wherein each search result within the list of relevant search results includes access to the help content data, wherein the attachment or the link inserted into the at least one of the at least two leaf nodes of the one or more decision trees is configured to provide access to the help content data contained in at least one of the first group of help content data sources over the network, another one of the decision trees or one of the knowledge-based articles stored in the memory of the server. ### Claim 2 (depends on 1) The system in accordance with claim 1, wherein the first group of help content data sources includes at least one of website pages, blogs, chat bots, chat data, knowledge-based applications, customer relationship management (CRM) applications, email data, discussion forums, self-help portals, data lakes, and enterprise data sources. ### Claim 3 (depends on 1) The system in accordance with claim 1, wherein the help content data can be at least one of website content, data files, videos, pictures, text, instructions, links, attachments, flow charts, or other help related information. ### Claim 4 (depends on 1) The system in accordance with claim 1, wherein the access to the help content data includes providing at least one of a link to access the respective help content data source or displaying information from the respective help content data source. ### Claim 5 (depends on 1) The system in accordance with claim 1, wherein the computer-executable instructions further include allowing for the creation of the one or more knowledge-based articles. ### Claim 6 (depends on 5) The system in accordance with claim 5, wherein the computer-executable instructions further include allowing for a document to be attached to the one or more knowledge-based articles. ### Claim 7 (depends on 1) The system in accordance with claim 1, wherein the computer-executable instructions further include allowing for the creation of the one or more decision trees. ### Claim 8 (depends on 1) The system in accordance with claim 1, wherein the server is configured for receiving at least one log file, wherein each log file includes a plurality of log entries including unstructured log data, wherein the computer-executable instructions are configured for: parsing the at least one log file to change the unstructured log data into structured log data, allowing the structured log data to be indexed to allow for the structured data to be searched or filtered to identify a log file search result, using the log file search result to searching the sorted help data, and displaying the list of relevant search results related to the log file search result. ### Claim 9 (depends on 8) The system in accordance with claim 8, wherein the use of the log file search result to search the sorted help data and the display of the list of relevant search results related to the log file search result is automatic. ### Claim 10 (depends on 8) The system in accordance with claim 8, wherein the log file is from at least one of a computer operating system and an application log. ### Claim 11 A method programmed for execution in a computing environment for accessing help content data from a plurality of help content data sources, wherein the plurality of help content data sources includes a first group of help content data sources accessible over a network and a second group of help content data sources stored in a memory of a server, wherein the second group of help content data sources includes one or more decision trees and one or more knowledge-based articles, wherein each of the one or more decision trees include a root node, at least two leaf nodes, and a branch connecting the root node to the at least two leaf nodes, wherein the root node and the at least two leaf nodes provide for the display of the help content data, wherein using a processor the method comprises the steps of: allowing for an insertion of an attachment or a link into at least one of the at least two leaf nodes of the one or more decision trees, locating the help content data by searching the first group of help content data sources over the network, and searching the second group of help content data sources stored in the memory of the server; sorting the located help content data so that the located help content data is searchable; and allowing the sorted help content data to be searched so that a list of relevant search results is displayed on a computing device, wherein each search result within the list of relevant search results includes access to the help content data, wherein the attachment or the link inserted into the at least one of the at least two leaf nodes of the one or more decision trees is configured to provide access to the help content data contained in at least one of the first group of help content data sources over the network, another one of the decision trees or one of the knowledge-based articles stored in the memory of the server. ### Claim 12 (depends on 11) The method in accordance with claim 11, wherein the first group of help content data sources includes at least one of website pages, blogs, chat bots, chat data, knowledge-based applications, customer relationship management (CRM) applications, email data, discussion forums, self-help portals, data lakes, and enterprise data sources. ### Claim 13 (depends on 11) The method in accordance with claim 11, wherein the help content data can be at least one of website content, data files, videos, pictures, text, instructions, or other help related information. ### Claim 14 (depends on 11) The method in accordance with claim 11, wherein the access to the help content data includes providing at least one of a link to access the respective help content data source or displaying information from the respective help content data source. ### Claim 15 (depends on 11) The method in accordance with claim 11, and wherein the computer-executable instructions further include allowing for the creation of the one or more knowledge-based articles. ### Claim 16 (depends on 15) The method in accordance with claim 15, wherein the computer-executable instructions further include allowing for a document to be attached to the one or more knowledge-based articles. ### Claim 17 (depends on 11) The method in accordance with claim 11, wherein the computer-executable instructions further include allowing for the creation of the one or more decision trees. ### Claim 18 (depends on 11) The method in accordance with claim 11, further including the steps of: receiving at least one log file, wherein each log file includes a plurality of log entries including unstructured log data; parsing the at least one log file to change the unstructured log data into structured log data; allowing the structured log data to be indexed to allow for the structured data to be searched or filtered to identify a log file search result; using the log file search result to searching the sorted help data; and displaying the list of relevant search results related to the log file search result. ### Claim 19 (depends on 18) The method in accordance with claim 18, wherein the use of the log file search result to search the sorted help data and the display of the list of relevant search results related to the log file search result is automatic. ### Claim 20 (depends on 18) The method in accordance with claim 18, wherein the log file is from at least one of a computer operating system and an application log. ### Claim 21 A system including a cognitive knowledge platform for accessing help content data from a plurality of help content data sources, wherein the plurality of help content data sources includes a first group of help content data sources and a second group of help content data sources, the system comprising: a server comprising a memory and a processor, wherein the server is in communication with the first group of help content data sources over a network, and wherein the second group of help content data sources is stored in the memory of the server, wherein the processor is configured for executing computer-executable instructions stored in the memory comprising: locating the help content data by searching the first group of help content data sources over the network and the second group of help content data sources stored in the memory of the server, sorting the located help content data so that the located help content data is searchable, and allowing the sorted help content data to be searched so that a list of relevant search results are displayed on a computing device, wherein each search result within the list of relevant search results includes access to the help content data, wherein the server is configured for receiving at least one log file, wherein each log file includes a plurality of log entries including unstructured log data, and wherein the computer-executable instructions are further configured for: parsing the at least one log file to change the unstructured log data into structured log data, allowing the structured log data to be indexed to allow for the structured data to be searched or filtered to identify a log file search result, using the log file search result to searching the sorted help data, and displaying the list of relevant search results related to the log file search result. ### Claim 22 (depends on 21) The system in accordance with claim 21, wherein the first group of help content data sources includes at least one of website pages, blogs, chat bots, chat data, knowledge-based applications, customer relationship management (CRM) applications, email data, discussion forums, self-help portals, data lakes, and enterprise data sources. ### Claim 23 (depends on 21) The system in accordance with claim 21, wherein the help content data can be at least one of website content, data files, videos, pictures, text, instructions, links, attachments, flow charts, or other help related information. ### Claim 24 (depends on 21) The system in accordance with claim 21, wherein the access to the help content data includes providing at least one of a link to access the respective help content data source or displaying information from the respective help content data source. ### Claim 25 (depends on 21) The system in accordance with claim 21, wherein the second group of help content data sources includes at least one of a decision tree and knowledge-based article. ### Claim 26 (depends on 25) The system in accordance with claim 25, wherein the second group of help content data sources includes the knowledge-based article, and wherein the computer-executable instructions further include allowing for the creation of the knowledge-based article. ### Claim 27 (depends on 26) The system in accordance with claim 26, wherein the computer-executable instructions further include allowing for a document to be attached to the knowledge-based article. ### Claim 28 (depends on 25) The system in accordance with claim 25, wherein the second group of help content data sources includes the decision tree, and wherein the computer-executable instructions further include allowing for the creation of the decision tree. ### Claim 29 (depends on 28) The system in accordance with claim 28, wherein the decision tree includes a root node, at least two leaf nodes, and a branch connecting the root node to the at least two leaf nodes, wherein the root node and the at least two leaf nodes provide for the display of help data. ### Claim 30 (depends on 29) The system in accordance with claim 29, wherein the computer-executable instructions further allows for an insertion of a link into at least one of the at least two leaf nodes, wherein the link is configured to provide access to help content data contained in the help content data source in the first or second group of help content data sources. ### Claim 31 (depends on 21) The system in accordance with claim 21, wherein the use of the log file search result to search the sorted help content data and the display of the list of relevant search results related to the log file search result is automatic. ### Claim 32 (depends on 21) The system in accordance with claim 21, wherein the log file is from at least one of a computer operating system and an application log. ### Claim 33 A method programmed for execution in a computing environment for accessing help content data from a plurality of help content data sources, wherein the plurality of help content data sources includes a first group of help content data sources and a second group of help content data sources, wherein using a processor the method comprises the steps of: locating the help content data by searching the first group of help content data sources over a network, and searching the second group of help content data sources stored in a memory; sorting the located help content data so that the located help content data is searchable; allowing the sorted help content data to be searched so that a list of relevant search results is displayed on a computing device, wherein each search result within the list of relevant search results includes access to the help content data; receiving at least one log file, wherein each log file includes a plurality of log entries including unstructured log data; parsing the at least one log file to change the unstructured log data into structured log data; allowing the structured log data to be indexed to allow for the structured data to be searched or filtered to identify a log file search result; using the log file search result to searching the sorted help data; and displaying the list of relevant search results related to the log file search result. ### Claim 34 (depends on 33) The method in accordance with claim 33, wherein the first group of help content data sources includes at least one of website pages, blogs, chat bots, chat data, knowledge-based applications, customer relationship management (CRM) applications, email data, discussion forums, self-help portals, data lakes, and enterprise data sources. ### Claim 35 (depends on 33) The method in accordance with claim 33, wherein the help content data can be at least one of website content, data files, videos, pictures, text, instructions, or other help related information. ### Claim 36 (depends on 33) The method in accordance with claim 33, wherein the access to the help content data includes providing at least one of a link to access the respective help content data source or displaying information from the respective help content data source. ### Claim 37 (depends on 33) The method in accordance with claim 33, wherein the second group of help content data sources includes at least one of a decision tree and knowledge-based article. ### Claim 38 (depends on 33) The method in accordance with claim 33, wherein the second group of help content data sources includes the knowledge-based article, and wherein the computer-executable instructions further include allowing for the creation of the knowledge-based article. ### Claim 39 (depends on 38) The method in accordance with claim 38, wherein the computer-executable instructions further include allowing for a document to be attached to the knowledge-based article. ### Claim 40 (depends on 33) The method in accordance with claim 33, wherein the second group of help content data sources includes the decision tree, and wherein the computer-executable instructions further include allowing for the creation of the decision tree. ### Claim 41 (depends on 40) The method in accordance with claim 40, wherein the decision tree includes a root node, at least two leaf nodes, and a branch connecting the root node to the at least two leaf nodes, wherein the root node and the at least two leaf nodes provide for the display of help data. ### Claim 42 (depends on 41) The method in accordance with claim 41, wherein the computer-executable instructions further allows for an insertion of a link into at least one of the at least two leaf nodes, wherein the link is configured to provide access to help content data contained in the help content data source in the first or second group of help content data sources. ### Claim 43 (depends on 33) The method in accordance with claim 33, wherein the use of the log file search result to search the sorted help data and the display of the list of relevant search results related to the log file search result is automatic. ### Claim 44 (depends on 33) The method in accordance with claim 33, wherein the log file is from at least one of a computer operating system and an application log. ### Claim 45 A non-transitory computer-readable medium storing instructions programmed for execution in a computing environment for accessing help content data from a plurality of help content data sources, wherein the plurality of help content data sources includes a first group of help content data sources and a second group of help content data sources, wherein the instructions when executed by a processor are configured to perform operations comprising: locating the help content data by searching the first group of help content data sources over a network, and searching the second group of help content data sources stored in a memory; sorting the located help content data so that the located help content data is searchable; allowing the sorted help content data to be searched so that a list of relevant search results is displayed on a computing device, wherein each search result within the list of relevant search results includes access to the help content data; receiving at least one log file, wherein each log file includes a plurality of log entries including unstructured log data; parsing the at least one log file to change the unstructured log data into structured log data; allowing the structured log data to be indexed to allow for the structured data to be searched or filtered to identify a log file search result; using the log file search result to searching the sorted help data; and displaying the list of relevant search results related to the log file search result. ### Claim 46 (depends on 45) The method in accordance with claim 45, wherein the first group of help content data sources includes at least one of website pages, blogs, chat bots, chat data, knowledge-based applications, customer relationship management (CRM) applications, email data, discussion forums, self-help portals, data lakes, and enterprise data sources. ### Claim 47 (depends on 45) The method in accordance with claim 45, wherein the help content data can be at least one of website content, data files, videos, pictures, text, instructions, or other help related information. ### Claim 48 (depends on 45) The method in accordance with claim 45, wherein the access to the help content data includes providing at least one of a link to access the respective help content data source or displaying information from the respective help content data source. ### Claim 49 (depends on 45) The method in accordance with claim 45, wherein the second group of help content data sources includes at least one of a decision tree and knowledge-based article. ### Claim 50 (depends on 45) The method in accordance with claim 45, wherein the second group of help content data sources includes the knowledge-based article, and wherein the computer-executable instructions further include allowing for the creation of the knowledge-based article. ### Claim 51 (depends on 50) The method in accordance with claim 50, wherein the computer-executable instructions further include allowing for a document to be attached to the knowledge-based article. ### Claim 52 (depends on 45) The method in accordance with claim 45, wherein the second group of help content data sources includes the decision tree, and wherein the computer-executable instructions further include allowing for the creation of the decision tree. ### Claim 53 (depends on 52) The method in accordance with claim 52, wherein the decision tree includes a root node, at least two leaf nodes, and a branch connecting the root node to the at least two leaf nodes, wherein the root node and the at least two leaf nodes provide for the display of help data. ### Claim 54 (depends on 53) The method in accordance with claim 53, wherein the computer-executable instructions further allows for an insertion of a link into at least one of the at least two leaf nodes, wherein the link is configured to provide access to help content data contained in the help content data source in the first or second group of help content data sources. ### Claim 55 (depends on 45) The computer-readable medium in accordance with claim 45, wherein the use of the log file search result to search the sorted help data and the display of the list of relevant search results related to the log file search result is automatic. ### Claim 56 (depends on 45) The computer-readable medium in accordance with claim 45, wherein the log file is from at least one of a computer operating system and an application log. ### Claim 57 (depends on 1) The system in accordance with claim 1, wherein a function is used to locate and provide access to the help content data in the first and second groups of help content data sources, wherein the function is at least one of a contextual search, document features, a scoring criteria, machine learning, a relevancy ranking, and caching. ### Claim 58 (depends on 57) The system in accordance with claim 57, wherein the function is a document feature, wherein the document feature includes at least one of a date of document creation, a publication date, a modification date, a last view date, a last liked date, a number of likes, a number of boosts, and a last boosting date. ### Claim 59 (depends on 1) The system in accordance with claim 1, wherein each search result within the list of relevant search results includes at least one of a relevancy rating, a counter to identify how many times the respective search result has been selected, and an indicator to signify that the respective search result was liked by a user. ### Claim 60 (depends on 59) The system in accordance with claim 59, wherein each search result within the list of relevant search results includes the relevancy rating, and wherein relevancy rating is based on at least one of a number of clicks on the respective search result, a title weight, an attachment title weight, a boost factor, help content weight, and an attachment content weight. ### Claim 61 (depends on 60) The system in accordance with claim 60, wherein the boost factor is selected weight provided to a respective search result based on a number of times the respective search result has been clicked when displayed in the list of relevant search results. ### Claim 62 (depends on 1) The system in accordance with claim 1, wherein the processor is further configured for allowing access to the respective help content data, and timing how long the respective help content data is accessed.