Case-Based Reasoning (CBR) is suited to problem solving in domains where there are recurring problems. This paper describes the development of a CBR prototype help desk system for use in such a domain, the Technical and Product Support department of an aerospace company. For the purposes of the prototype three types of indexing have been used, knowledge-guided induction, inductive indexing and nearest neighbour matching. Through the CBR prototype system, technical support staff now have the knowledge to tell if a new query is a recurring problem and has been solved before or is a completely new unsolved technical query, in addition to the system retrieving approximate solutions. Initial evaluation by the users of the prototype system has been favourable.
|Title of host publication||Proceedings of the 1994 Workshop, FQAS'94|
|Editors||HL Larsen, T Andreasen|
|Place of Publication||Roskilde, Denmark|
|Publication status||Accepted/In press - 14 Nov 1994|
- Case Based Reasoning