Neo4j Real Time Recommendations

helpdeskrecos.adoc

Neo4j Powers Real-Time Recommendations

Background

Many large enterprises often serve end users and intermediaries with an array of support services. One of Neo Technology’s Fortune 500 customers approached out team in search of real-time recommendations to encourage use of their online knowledge base. They needed to be able to point users to the right articles as they loaded each page. Neo4j was a natural fit for this project due it the highly connected nature of high efficacy recommendations.

Business Problem

• Call center volumes needed to be lowered by improving the efficacy of online self service

• Leverage large amounts of knowledge stored in service cases, solutions, articles, forums, etc.

• Problem resolution times, as well as support costs, needed to be lowered

Solution and Benefits

• Cases, solutions, articles, etc. continuously scraped for cross-reference links, and represented in Neo4j

• Real-time reading recommendations via Neo4j

• Neo4j Enterprise with HA cluster keep their knowlege base up under enormous load

• The result: customers obtain help faster, with decreased reliance on customer support

The Domain

Setup

CREATE
//Support Cases
(sup01:SupportCase {name:"8500 Series Controller, No Serial Access"}),
(sup02:SupportCase {name:"LAN Connectivity Issue"}),
(sup03:SupportCase {name:"VPN Client Error 3002"}),
//Knowledge Tags
(kno01:Knowledge {name:'Wireless'}),
(kno02:Knowledge {name:'Joining Controller'}),
(kno03:Knowledge {name:'High Availability'}),
(kno04:Knowledge {name:'LAN, Switching, and Routing'}),
(kno05:Knowledge {name:'Networks'}),
(kno06:Knowledge {name:'Multicast'}),
(kno07:Knowledge {name:'VPN'}),
(kno08:Knowledge {name:'Remote Client'}),
(kno09:Knowledge {name:'AnyCONNECT'}),
(kno10:Knowledge {name:'ASA'}),
//Solutions
(sol01:Solution {name:'LAN Trouble Shooting Process'}),
(sol02:Solution {name:'Controller Serial Access'}),
(sol03:Solution {name:'VPN Client Upgrade'}),
//
(sup01)-[:KNOWLEDGE ]->(kno01),
(sup01)-[:KNOWLEDGE ]->(kno02),
(sup01)-[:KNOWLEDGE ]->(kno03),
(sup01)-[:KNOWLEDGE ]->(kno04),
(sup01)-[:KNOWLEDGE ]->(kno10),
//
(sol01)-[:KNOWLEDGE ]->(kno01),
(sol01)-[:KNOWLEDGE ]->(kno02),
(sol01)-[:KNOWLEDGE ]->(kno03),
//
(sup02)-[:KNOWLEDGE ]->(kno04),
(sup02)-[:KNOWLEDGE ]->(kno05),
(sup02)-[:KNOWLEDGE ]->(kno06),
//
(sol02)-[:KNOWLEDGE ]->(kno04),
(sol02)-[:KNOWLEDGE ]->(kno05),
(sol02)-[:KNOWLEDGE ]->(kno06),
//
(sup03)-[:KNOWLEDGE ]->(kno07),
(sup03)-[:KNOWLEDGE ]->(kno08),
(sup03)-[:KNOWLEDGE ]->(kno09),
(sup03)-[:KNOWLEDGE ]->(kno10),
//
(sol03)-[:KNOWLEDGE ]->(kno07),
(sol03)-[:KNOWLEDGE ]->(kno08),
(sol03)-[:KNOWLEDGE ]->(kno09),
(sol03)-[:KNOWLEDGE ]->(kno10);

Graph

Assigning Knowledge Tags to a Question

create
(mes:Message {question:'Why wont my VPN client work?'})

match (k:Knowledge), (m:Message)
where k.name = "VPN" AND m.question = 'Why wont my VPN client work?'
create (k)<-[:KNOWLEDGE]-(m)

match (k:Knowledge), (m:Message)
where k.name = "AnyCONNECT" AND m.question = 'Why wont my VPN client work?'
create (k)<-[:KNOWLEDGE]-(m)

match (m:Message)--(k:Knowledge)
where m.question = 'Why wont my VPN client work?'
return m,k

Matching a Message to a Support Case

Which support case best fits our question?

match (m:Message {question:'Why wont my VPN client work?'})-[:KNOWLEDGE]-(k), (k)-[:KNOWLEDGE]-(s:SupportCase), (k)-[:KNOWLEDGE]-(u:Solution)
with m, count(DISTINCT k) as Shared_Tags, s, u
return m.question as Question, s.name as Support_Case, u.name as Solution, Shared_Tags
order by Shared_Tags
limit 1

What Support Cases are correlated to which Solutions?

match (a:SupportCase)-[:KNOWLEDGE]->(k),(b:Solution)-[:KNOWLEDGE]->(k)
with a, count(DISTINCT k) as tags, b
return a.name as Support_Case, b.name as Solution, tags
order by tags DESC
limit 3