SmartUSA: A Case-Based Reasoning System for Customer Services
Pradeep Raman, Kai H. Chang, W. Homer Carlisle, James H. Cross · Industrial and Engineering Applications of Artificial Intelligence and Expert Systems · 2022
Case-Based Reasoning (CBR) is the process of solving a given problem based on the knowledge gained from solving precedents. This paper describes the implementation results of a particular helpdesk system, namely SmartUSA, developed for the Union Camp Corporation. This system solves a customer’s problem by filtering the problem description through an alias table to generate a brief description and then matching the brief description with the cases in the database. It has proved to be an effective and user-friendly system that has successfully handled different descriptions of the same problem and allowed for the casebase to be built in free-format (plain) text. This system has significantly reduced the workload and the response time in the customer services department of the Union Camp Corporation.