How to Introduce CBR Applications in Customer Support
نویسنده
چکیده
This paper contains a condensed summary of the results of the CBR methodology work package of the ESPRIT Trial Application Project APPLICUS. This project dealt with the introduction of a case-based external help-desk system in a robot maintenance domain. Due to the restricted length of the paper the focus is mainly set on topics that are regarded to represent new insights and valuable progress towards a methodology for using CBR in real world application domains of medium complexity.
منابع مشابه
Fielded applications of case-based reasoning
This commentary describes notable commercial applications of case-based reasoning, including systems that have been in continuous profitable use for over a decade. It is divided into sections on engineering applications, helpdesk applications and on-line case-based reasoning. 1 Engineering applications of case-based reasoning The purpose of this review is not to list all commercially fielded ca...
متن کاملIntelligent Customer Support for Product Selection with Case-Based Reasoning
Current product-oriented database search facilities are widely used on the Internet but recognized as limited in capability for intelligent sales support. The vision of intelligent knowledgeable virtual sales agents is to incorporate more knowledge about products, customers, and the sales process into an electronic shop. This chapter describes a knowledge-based technology called case-based reas...
متن کاملProduct Development Decision Support System Customer-Based
Quality Function Deployment (QFD) has been traditionally used as a planning tool primarily for product development and quality improvement. In this context, many people have used QFD for making decisions on how to prioritize critical product areas from a customer perspective. However, it is the position of the author that the QFD process can be viewed as a decision support system that would enc...
متن کاملCustomer Requirements Elicitation in Intelligent Electronic Sales Support Systems
The convenience of shopping on-line via the Internet has become a widely accepted view. An important aspect of automated electronic sales systems is communication with the customer. Nevertheless, customers encounter quite frequently user interfaces that are hard to use – either because they have to answer annoying or irrelevant questions or they are faced with technical jargon of manufacturers ...
متن کاملMulti-domain case-based module for customer support
Technology Management Centres provide technological and customer support services for private or public organisations. Commonly, these centres offer support using a helpdesk software that facilitates the work of their operators. In this paper, a CBR module that acts as a solution recommender for customer support environments is presented. The CBR module is flexible and multi-domain, in order to...
متن کاملذخیره در منابع من
با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید
عنوان ژورنال:
دوره شماره
صفحات -
تاریخ انتشار 1997