Automated content creation and content services for collaboration platforms

A system for providing content for a chat session with a user, the system comprising:

• a backend of a collaboration platform configured to provide technical assistance, the backend of the collaboration platform executing on a server having a processing unit and computer readable memory operably coupled to the processing unit and storing instructions that, when accessed by the processing unit, configure the backend of the collaboration platform for:
• receiving a request message generated at a first client device by the user, the request message including a natural language user input referencing a technical problem in respect of the collaboration platform and provided to a chat interface of a messaging platform separate from the collaboration platform;
• computing a question completeness score using the natural language user input;
• in response to the question completeness score failing to satisfy a criteria, generating a first prompt comprising:
• first predetermined query prompt text;
• and
• at least a portion of the natural language user input;
• automatically communicating the first prompt to a generative output engine;
• receiving a first response from the generative output engine, the response comprising a suggested question for eliciting further information from the user;
• causing the suggested question to be transmitted to the first client device via the messaging platform;
• and
• in response to a user input provided to the first client device after the suggested question is transmitted to the client device, conducting a search of a content platform separate from the messaging platform using at least a portion of the user input;
• in response to receiving a set of search results from the search of the content platform, each result identifying a respective content item, generating a second prompt comprising:
• second predetermined query prompt text;
• and
• content extracted from at least one content item identified in the set of search results;
• communicating the second prompt to the generative output engine;
• receiving a second response from the generative output engine;
• generating a response message comprising:
• the second response from the generative output engine;
• a selectable link to the content platform to one or more of the content items identified in the set of search results;
• a confidence score computed using the natural language user input and content extracted from the respective content item
• a summary of the content extracted form the at least one content item extracted;
• and
• providing the response message for transmission to the first client device via the messaging platform.

A computer-implemented method for providing technical assistance using a messaging platform, the method comprising:

• receiving a request message generated at a first client device by a first user, the request message including a natural language user input referencing a technical problem in respect of a collaboration platform, the natural language user input provided to a chat interface of a messaging platform separate from the collaboration platform;
• in response to receiving the request message, computing a question completeness score;
• in response to the question completeness score failing to satisfy a criteria, generate a first prompt comprising:
• first predetermined query prompt text;
• and
• at least a portion of the natural language user input;
• communicating the first prompt to a generative output engine;
• receiving a first response from the generative output engine, the response comprising a list of suggested additional questions;
• causing the list of suggested additional questions to be transmitted to the first client device via the messaging platform;
• in response to a user input provided to the first client device after the list of suggested additional question, conducting a search of a content platform using the user input;
• in response to receiving a set of search results from the search of the content platform, each result identifying a respective content item, generating a second prompt comprising:
• second predetermined query prompt text;
• and
• content extracted from at least one content item identified in the set of search results;
• communicating the second prompt to the generative output engine;
• receiving a second response from the generative output engine, the second response comprising a confidence score based at least in part on the natural language user input and the content extracted from the at least one content item, a link to the at least one content item and a summary generated in respect of the content extracted from the at least one content item;
• generating a response message comprising the second response from the generative output engine;
• and
• providing the response message for transmission to the first client device via the messaging platform.