Artificial intelligence: a feasibility study into a fault diagnosis system with Hewlett-Packard´s customer service centre

This paper attempts to convey some of the issues associated with a feasibility study into the use of artificial intelligence (AI) in a specific application area. The area in question involves the aid to bench engineers in a working environment. Engineers in general, are quite used to applying new and complicated technological concepts to help them solve difficult problems and therefore it was felt that this area of study involved ideal candidates for the utilisation of AI