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Development and Utilization of a Case-Based Help-Desk Support System in a Corporate Environment

  • Mehmet Göker
  • Thomas Roth-Berghofer
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 1650)

Abstract

Current Case-Based Reasoning (CBR) process models present CBR as a low maintenance AI-technology and do not take the processes that have to be enacted during system development and utilization into account. Since a CBR system can only be useful if it is integrated into an organizational structure and used by more than one user, processes for continuous knowledge acquisition, -utilization and -maintenance have to be put in place. In this paper the short-comings of classical CBR process models are analyzed, and, based on the experiences made during the development of the case-based help-desk support system HOMER, the managerial, organizational and technical processes related to the development and utilization of CBR systems described.

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Copyright information

© Springer-Verlag Berlin Heidelberg 1999

Authors and Affiliations

  • Mehmet Göker
    • 1
  • Thomas Roth-Berghofer
    • 2
  1. 1.DaimlerChrysler Research and Technology 3UlmGermany
  2. 2.tec:inno GmbHKaiserslauternGermany

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