Knowledge Graph Builder

---
name: Knowledge Graph Builder
slug: knowledge-graph-builder
description: Build knowledge graphs for support systems, connecting concepts, articles, and solutions
category: customer-support
complexity: complex
version: "1.0.0"
author: "ID8Labs"
triggers:
  - "knowledge graph"
  - "knowledge mapping"
  - "concept relationships"
  - "support knowledge base"
  - "semantic connections"
  - "knowledge network"
tags:
  - knowledge-graph
  - knowledge-management
  - semantic-search
  - support-systems
  - content-architecture
---

# Knowledge Graph Builder

Expert knowledge graph creation system that transforms disconnected support content into an interconnected web of concepts, relationships, and solutions. This skill provides structured workflows for mapping knowledge domains, defining relationships, and powering intelligent support experiences.

Knowledge graphs enable support systems to understand context, not just keywords. When a customer asks about "billing issues," a knowledge graph knows this relates to invoices, payment methods, subscription plans, and potentially churn risk. This skill helps you build that connective intelligence.

Built on semantic web principles and knowledge engineering best practices, this skill combines domain modeling, relationship mapping, and practical implementation to create knowledge graphs that power smarter support.

## Core Workflows

### Workflow 1: Domain Modeling
**Define the concepts and entities in your knowledge domain**

1. **Entity Identification**
   - **Core Entities**: Products, features, concepts
   - **Customer Entities**: Accounts, users, segments
   - **Support Entities**: Issues, solutions, articles
   - **Process Entities**: Workflows, procedures, steps
   - **Context Entities**: Use cases, personas, scenarios

2. **Entity Types for Support**
   | Entity Type | Examples | Purpose |
   |-------------|----------|---------|
   | Product | App, Feature, Module | What customers use |
   | Issue | Bug, Error, Question | What customers face |
   | Solution | Fix, Workaround, Guide | How to resolve |
   | Article | FAQ, How-to, Reference | Content resources |
   | Concept | Term, Process, Capability | Understanding |
   | Persona | Admin, User, Developer | Who needs help |

3. **Entity Properties**
   ```
   Entity: Feature
   Properties:
   - id: unique identifier
   - name: display name
   - description: what it does
   - status: active/deprecated/beta
   - complexity: basic/intermediate/advanced
   - related_persona: who uses it
   - documentation_url: help article link
   ```

4. **Entity Extraction Sources**
   - Product documentation
   - Support ticket taxonomy
   - FAQ categories
   - Help center structure
   - Feature specifications
   - User research findings

### Workflow 2: Relationship Mapping
**Define how entities connect to each other**

1. **Core Relationship Types**
   | Relationship | From | To | Example |
   |--------------|------|-----|---------|
   | SOLVES | Solution | Issue | "Password reset SOLVES login failure" |
   | PART_OF | Feature | Product | "Dashboard PART_OF Analytics" |
   | REQUIRES | Feature | Feature | "Export REQUIRES Pro plan" |
   | CAUSES | Issue | Issue | "API limit CAUSES sync failure" |
   | DOCUMENTED_IN | Concept | Article | "Billing DOCUMENTED_IN pricing guide" |
   | APPLIES_TO | Solution | Persona | "Workaround APPLIES_TO admin users" |

2. **Relationship Properties**
   ```
   Relationship: SOLVES
   Properties:
   - confidence: how reliable (0-1)
   - conditions: when this applies
   - effectiveness: success rate
   - last_verified: date checked
   ```

3. **Relationship Discovery**
   - Analyze support ticket resolution paths
   - Map help article cross-references
   - Identify co-occurring issues
   - Study user journey patterns
   - Review expert knowledge

4. **Relationship Strength**
   - **Strong**: Always true, well documented
   - **Moderate**: Usually true, common pattern
   - **Weak**: Sometimes true, contextual
   - **Suggested**: Possible, needs validation

### Workflow 3: Graph Construction
**Build the actual knowledge graph structure**

1. **Graph Architecture**
   ```
   Nodes (Entities):
   - Unique identifier
   - Entity type
   - Properties
   - Metadata (created, updated, source)

   Edges (Relationships):
   - From node
   - To node
   - Relationship type
   - Properties
   - Metadata
   ```

2. **Implementation Options**
   | Approach | Best For | Tools |
   |----------|----------|-------|
   | Graph Database | Complex queries, scale | Neo4j, Amazon Neptune |
   | RDF Triple Store | Semantic web, standards | Apache Jena, Stardog |
   | Property Graph | Flexible modeling | Neo4j, TigerGraph |
   | Embedded | Simple use cases | NetworkX, GraphQL |

3. **Schema Design**
   - Define node labels/types
   - Define relationship types
   - Set required properties
   - Define constraints (uniqueness, existence)
   - Create indexes for query performance

4. **Data Population**
   - Bulk import from existing sources
   - API ingestion from live systems
   - Manual expert curation
   - Automated extraction (NLP)
   - Continuous updates from support activity

### Workflow 4: Query & Inference
**Extract value from the knowledge graph**

1. **Query Patterns**
   | Query Type | Use Case | Example |
   |------------|----------|---------|
   | Traversal | Find related content | "Articles related to X" |
   | Path finding | Solution discovery | "Steps from issue to resolution" |
   | Pattern matching | Similar issues | "Issues like X" |
   | Aggregation | Analytics | "Most common issue per feature" |
   | Recommendation | Suggestions | "Other users also viewed" |

2. **Inference Rules**
   - If A CAUSES B and B CAUSES C, suggest A might relate to C
   - If Solution S SOLVES Issue I, suggest similar solutions for similar issues
   - If Article A DOCUMENTED_IN B and B REQUIRES C, show C as prerequisite
   - If many users navigate A → B → C, suggest shortcut

3. **Semantic Search Enhancement**
   - Expand search with related concepts
   - Rank by graph centrality
   - Surface related articles
   - Suggest alternative terms
   - Understand context from relationships

4. **Conversational AI Integration**
   - Map user intent to graph entities
   - Follow relationships to find answers
   - Generate responses from connected content
   - Explain reasoning through graph path

### Workflow 5: Maintenance & Evolution
**Keep the knowledge graph accurate and growing**

1. **Quality Monitoring**
   - Track usage patterns
   - Identify dead-end paths
   - Find orphaned nodes
   - Monitor relationship accuracy
   - Measure search success rates

2. **Update Triggers**
   - New product releases
   - Documentation changes
   - Support ticket patterns
   - User feedback
   - Expert curation sessions

3. **Validation Process**
   - Expert review of new relationships
   - A/B test graph-powered features
   - Monitor accuracy metrics
   - User feedback collection
   - Regular audits

4. **Growth Strategies**
   - Automated entity extraction from tickets
   - ML-based relationship suggestion
   - User contribution mechanisms
   - Expert knowledge capture sessions
   - Cross-reference with external sources

## Quick Reference

| Action | Command/Trigger |
|--------|-----------------|
| Create entity | "Add entity [type] for [name]" |
| Define relationship | "Create relationship [type] from [A] to [B]" |
| Query graph | "Find [entity] related to [entity]" |
| Find path | "Show path from [issue] to [solution]" |
| Graph statistics | "Show knowledge graph metrics" |
| Validate relationships | "Audit relationships for [entity]" |
| Extract from tickets | "Extract entities from recent tickets" |
| Generate documentation | "Export graph as documentation" |
| Find gaps | "Identify missing relationships" |
| Visualize graph | "Visualize graph around [entity]" |

## Best Practices

### Domain Modeling
- Start with core product concepts
- Model from customer perspective
- Keep entity types focused
- Document entity definitions clearly
- Version your schema

### Relationship Design
- Use verb-based relationship names
- Make relationships directional
- Add confidence/strength properties
- Avoid redundant relationships
- Document relationship semantics

### Graph Construction
- Start small, grow iteratively
- Validate with domain experts
- Index frequently queried properties
- Plan for scale from start
- Maintain data lineage

### Query Optimization
- Profile query performance
- Create appropriate indexes
- Cache common traversals
- Paginate large results
- Monitor query patterns

### Maintenance
- Schedule regular audits
- Track content freshness
- Remove stale nodes/edges
- Validate automated additions
- Document changes

## Knowledge Graph Schema

### Core Entities
```yaml
Product:
  properties:
    - id: string (required, unique)
    - name: string (required)
    - description: text
    - version: string
    - status: enum [active, deprecated, beta]
    - tier: enum [free, pro, enterprise]

Feature:
  properties:
    - id: string (required, unique)
    - name: string (required)
    - description: text
    - complexity: enum [basic, intermediate, advanced]
    - introduced_version: string
    - documentation_url: url

Issue:
  properties:
    - id: string (required, unique)
    - title: string (required)
    - description: text
    - severity: enum [critical, high, medium, low]
    - frequency: enum [common, occasional, rare]
    - symptoms: array[string]

Solution:
  properties:
    - id: string (required, unique)
    - title: string (required)
    - steps: array[string]
    - type: enum [fix, workaround, configuration]
    - effectiveness: float [0-1]
    - applies_to: array[string]

Article:
  properties:
    - id: string (required, unique)
    - title: string (required)
    - url: url (required)
    - type: enum [faq, how-to, reference, troubleshooting]
    - audience: enum [all, admin, developer]
    - last_updated: date

Concept:
  properties:
    - id: string (required, unique)
    - term: string (required)
    - definition: text (required)
    - aliases: array[string]
    - domain: string
```

### Core Relationships
```yaml
PART_OF:
  from: [Feature, Concept]
  to: [Product, Feature, Concept]
  properties:
    - required: boolean

SOLVES:
  from: Solution
  to: Issue
  properties:
    - confidence: float [0-1]
    - conditions: text
    - verified_date: date

CAUSES:
  from: Issue
  to: Issue
  properties:
    - probability: float [0-1]
    - mechanism: text

DOCUMENTED_IN:
  from: [Feature, Issue, Solution, Concept]
  to: Article
  properties:
    - section: string
    - is_primary: boolean

REQUIRES:
  from: [Feature, Solution]
  to: [Feature, Permission, Plan]
  properties:
    - type: enum [prerequisite, dependency, permission]

RELATED_TO:
  from: [any]
  to: [any]
  properties:
    - strength: float [0-1]
    - type: enum [similar, alternative, complementary]

APPLIES_TO:
  from: [Solution, Article]
  to: [Persona, Plan, Version]
  properties:
    - conditions: text
```

## Implementation Guide

### Phase 1: Foundation (Week 1-2)
1. Define core entity types
2. Document property schemas
3. Map primary relationships
4. Choose technology stack
5. Set up development environment

### Phase 2: Core Graph (Week 3-4)
1. Extract entities from documentation
2. Create initial relationships
3. Import into graph database
4. Build basic query interface
5. Validate with domain experts

### Phase 3: Integration (Week 5-6)
1. Connect to support system
2. Implement search enhancement
3. Add content recommendation
4. Create admin interface
5. Set up monitoring

### Phase 4: Intelligence (Week 7-8)
1. Add inference rules
2. Implement similarity scoring
3. Enable automated extraction
4. Build feedback loops
5. Deploy to production

## Red Flags

- **Disconnected nodes**: Entities without relationships
- **Relationship soup**: Too many weak relationships
- **Stale data**: Outdated information not updated
- **Schema drift**: Inconsistent entity modeling
- **Query complexity**: Simple questions need complex queries
- **No validation**: Automated additions not verified
- **Missing context**: Relationships without properties
- **Poor coverage**: Key concepts not represented

## Success Metrics

| Metric | What It Measures | Target |
|--------|------------------|--------|
| Graph Coverage | % of concepts captured | 90%+ |
| Search Improvement | Relevance vs. keyword | 2x+ |
| Resolution Speed | Time to find answer | 50% reduction |
| Relationship Accuracy | Expert validation rate | 95%+ |
| Query Latency | Response time | < 100ms |
| User Satisfaction | CSAT with graph features | 4.0/5.0+ |
| Automation Rate | Auto-resolved with graph | 30%+ |
| Graph Growth | New entities/month | Healthy growth |