Case bases for help desks

The benefits of case-based reasoning for help desks are outlined, as well as how the method works. CBR Express, a CBR-based system for help desks is considered. Its features are listed, including: interactive GUI; guided case access via simple Q&A; natural language input; user error tolerance; interactive query refinement; case retrieval by closeness of match; end-user authoring; and multi-user shared case bases. Features of CBR in CBR Express are given and details of how CBR Express is used are presented