Improving user experience with case-based reasoning systems using text mining and Web 2.0

Many CBR systems have been developed in the past. However, currently many CBR systems are facing a sustainability issue such as outdated cases and stagnant case growth. Some CBR systems have fallen into disuse due to the lack of new cases, case update, user participation and user engagement. To encourage the use of CBR systems and give users better experience, CBR system developers need to come up with new ways to add new features and values to the CBR systems. The author proposes a framework to use text mining and Web 2.0 technologies to improve and enhance CBR systems for providing better user experience. Two case studies were conducted to evaluate the usefulness of text mining techniques and Web 2.0 technologies for enhancing a large scale CBR system. The results suggest that text mining and Web 2.0 are promising ways to bring additional values to CBR and they should be incorporated into the CBR design and development process for the benefit of CBR users.