Case Based Query Processing in Manufacturing Technical Support
Maurice D. Mulvenna, Jonathan R. C. Allen, John G. Hughes · Ulster University Research Portal (Ulster University) · 1994
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.