Abstract
Every year tenths of thousands of customer support engineers around the world deal with, and proactively solve, complex help-desk tickets. Daily, almost every customer support expert will turn his/her attention to a prioritization strategy, to achieve the best possible result. To assist with this, in this paper we describe a novel case-based reasoning application to address the tasks of: high solution accuracy and shorter prediction resolution time. We describe how appropriate cases can be generated to assist engineers and how our solution can scale over time to produce domain-specific reusable cases for similar problems. Our work is evaluated using data from 5000 cases from the automotive industry.
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Amin, K., Kapetanakis, S., Althoff, KD., Dengel, A., Petridis, M. (2018). Answering with Cases: A CBR Approach to Deep Learning. In: Cox, M., Funk, P., Begum, S. (eds) Case-Based Reasoning Research and Development. ICCBR 2018. Lecture Notes in Computer Science(), vol 11156. Springer, Cham. https://doi.org/10.1007/978-3-030-01081-2_2
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