Building a Product Knowledge Base in the OneStop-Shop Way: a case study in a Multinational Technology Corporation

Abstract

In this paper, we introduce the experience of building a Product Knowledge Base (PKB) in a Chinese multinational technology corporation to demonstrate how to organize technical information and manage product information for a better user experience. We firstly point out challenges in product information management such as information redundancy and information silos. Secondly, we share the experience of how to create, manage and optimize a PKB, and introduce four features that distinguish it in particular: “collection“, “fine granularity“, “dynamic“, and “intelligence“. Knowledge Graph, classified thesaurus, and subject thesaurus are utilized in organizing knowledge systems. We highlight the participation of knowledge sharing and knowledge realization in PKB operation and maintenance. The PKB has proven effective and efficient in practice, and the experience presented in this paper is generic and could be applied to other relevant domains.