Fluid Topics - Breaking the silos

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description

As many industries and organizations are switching from a product- to service-oriented business model, data has a key role to play to sustain their strategy and particularly their support activities. Whether to fuel a self-service portal or to empower helpdesk agents, information is essential. Actionable information, namely knowledge, has to be built by aggregating data and content stored in various silos of the organization. Though the technologies to build this knowledge graph are today well known, the data sources to include and the way to combine them is still a challenge. Undoubtedly, the technical documentation has a key role to play. It’s certainly the most valuable source since it conveys a large number of semantic metadata that are so important and valuable for structuring the graph and linking the data. We explain what it means to create a product knowledge graph, how this can be done, and explain the role and opportunity for technical documentation. Enlightening the Product Experience Fluid Topics is a dynamic content management solution for publishing documentation produced with structured content authoring tools. With Fluid Topics, you go from static content in the form of PDF files or HTML pages to a lively, simple and interactive online publication system. Your users can browse, read, search, annotate, comment, create alerts, send feedback to the writers and even create personalized documents.

Transcript of Fluid Topics - Breaking the silos

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Breaking the silos BUILDING YOUR KNOWLEDGE GRAPH LAVACON – PORTLAND 2014/10

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!   Data Management

enrichment integration search

!   Our mission is to help organizations create value with their data

ANTIDOT

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2 products

AIF – Antidot Information Factory Data integration: cleanse, transform, enrich and link data and documents to create business information.

AFS – Antidot Finder Suite The semantic search engine for creating rich, relevant applications and power your sites.

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Augmented Customer Support

Fluid Topics is a complete solution to deliver your documentation and technical content online !   A turnkey portal for searching,

browsing and reading

!   Offering value added features: comments, bookmarks, alerts, feedbacks, personal books creation…

!   Designed for PCs and tablets

!   With a full-featured back-office to manage and analyze

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KNOWLEDGE GRAPHS

THE CONCEPTUAL FRAMEWORK

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Knowledge Object

EINSTEIN

Born in: Ulm, Germany

Awards: Nobel Prize in P…

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Graph

EINSTEIN

ULM POP

ULM

ULM UNIV

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KG

Knowledge

+ Links -----------------------------

= Knowledge Graph

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LINKED DATA

THE TECHNICAL FRAMEWORK

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Linked Data is •  a method of publishing structured data so that it can be

interlinked •  in order to create a decentralized knowledge base across

the Web •  in which the interest of each piece is made more useful by

additional data.

ULM

located   Baden-Württemberg

123 672

popula+on  

www.ulm.de Web  site  

Sources  on  the  Web  

place  of  birth  

born  

March 14th 1879

ULM

Einstein

Source  B  

Nobel Prize in Physics

Theory of relativity invented  

awarded  

Source  A  

Einstein

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!   Semantic Web / Linked Data § Designed by W3C for over 12 years § Open, sustainable §  Scalable, reversible

!   Ecosystem of protocols and tools

Web 3.0

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The Semantic Web Stack

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Linked Data on the Web

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WRITING DOCUMENTATION

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Why

Why do we write documentation?

Because…

!   We must! Everybody does

!   Regulatory or legal constraints

!   We love that! A nice doc is so cool

!   To serve users: clients, support agents... (they can use the product, reduce support costs)

!   To formalize and convey knowledge

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When

Produc=on  

Marke=ng  

Tech  Doc  

Sales  R&D  

Idea                              Proto  

Technical documentation is:

!   Formal

!   Pre conceived (at the same time the product is designed)

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Your  Product  Informa/on  Corpus  

Product Information

R&D   Prod   Sales   Support  

PLM  Exper=se  

Training,  Docs,  KB,  Wikis,  Q&A,  Forums,  Tickets  

PIM/ERP,  Catalog,  Tech  Doc  

Marke=ng,  CRM,  WP,  fact  sheets  

+  Analy=cs:  usage,  sen=ment  analysis,  hot  topics,  weak  signals…  

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The Challenge

Your  Product  Informa/on  Corpus  

How can we take advantage of this wealth of information?

Create Knowledge and make it accessible:

!   Support agents, Partners, End-users

!   Self-service portal, within your helpdesk soft

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Let’s build a

Knowledge Graph

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LINKING PRODUCT INFORMATION

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What we need to do

Break the silos: create links between data

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What we need to do

Link selected product and support related data in order to create a comprehensive knowledge graph

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What we need to do

Break the silos: create links between data

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How?

When data is structured

!   Look for “join” attributes §  Identifiers: code, reference, email address, UID, …

§  Names: people, organization, product, …

XYZ

XYZ

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How?

When data is structured

!   Need for data normalization §  Leverage existing reference materials

§  Automatically create some based on content (eg: create taxonomy of products from the ERP)

XYZ

#XY-Z

XT  

XY  XY.U  XY.Z  

…  

…  

XY.Z XY.Z

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How?

When content is un-structured, we need to enrich it and create metadata

!   Text-mining, entity extraction

!   Classification

! Clusterization

Taxonomies and existing vocabularies are important.

XYZ

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How?

Build the graph !   Run inferences

!   Machine learning will help refine

Create and extract knowledge objects from that graph

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How?

!   Behind the conceptual graph, a real graph of data

Data  graph  leveraging  ontologies  such  as  DC,  foaf,  sioc,  baetle,  doap,  goodrela=ons,  …  

Conceptual  graph  

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How?

!   Behind the conceptual graph, a real graph of data

!   It requires advanced technologies and a little bit of black magic

!   You need to understand what you do and to master the technologies

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KG and Tech Doc

What is the role of technical documentation in all this Knowledge Graph and Linked Data approach?

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KG and Tech Doc

Technical Documentation and reference metadata provide a skeleton to build the KG

Tech Doc is controlled, certified, up to date, versioned, … TRUSTABLE

Metadata are key(s) - Tech Doc has plenty of them

•  Product names, ranges, versions

•  Taxonomies for classification

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CONCLUSION

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CONCLUSION

Because Tech Writers are information professionals, they have a huge opportunity to lead the innovation.

Advice: invest in your metadata, they are the foundation of your future knowledge graph.

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ANTIDOT

Contact: [email protected] http://www.antidot.net @AntidotNet http://www.fluidtopics.com @FluidTopics

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