Interacting with a case memory

The work reported was conducted as part of a 7 month research project on behalf of BT plc to explore the use of knowledge based systems (KBSs) in help desk support. The author describes a prototype interactive case memory (ICM) that was developed to meet just a few of these requirements, makes some observations based on that system, and outlines further work using formal modelling techniques to explore the option space for designers of ICMs. The following definitions are used: help desk (HD)-a unit within an organisation which, when requested, offers support (in the form of information or actions) to the day-to-day operations of consumers of certain of the organisation´s products; help desk operator (HDO)-a person who works for the help desk and provides a first point of contact for requests for help; and customer-a person or organisation, not necessarily external to the HD´s organisation, who rings the HD with a request for help