CBR-TM: A new Case-Based Reasoning System for Help-Desk Environments
Juan A. García-Pardo, Stella Heras, Rafael Ramos-Garijo, Alberto Palomares, Vicente Julián, Miguel Rebollo, Vicente J. Botti · European Conference on Artificial Intelligence · 2006
In this paper, a new CBR system for help-desk environments is presented. This CBR system provides intelligent customer support for multiple domains. It is also portable and flexible. The system is implemented as a module of a complete help-desk application to make it as independent as possible of any change in the help-desk system. Each phase of the reasoning cycle is also separated as an independent module, making the CBR system easy to update. The system has been tested in a real call center managed by the Spanish company TISSAT S.A.