Mining multi-party collaboration platforms to create triaging trees and playbooks

A computer program product comprising a computer readable storage medium having program instructions embodied therewith, the program instructions executable by a computing device to cause the computing device to:

• obtain, from a multi-user platform, conversations related to one or more technical issues;
• analyze 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;
• generate 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
• derive a sequence of steps for resolving said at least one technical issue based at least in part on the result of the combining.

A system comprising:

• a memory;
• and
• at least one processor operably coupled to the memory and configured for:
• 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.