Title :
Using case-based retrieval for customer technical support
Author :
Simoudis, Evangelos
Author_Institution :
Lockheed AI Center, Palo Alto, CA, USA
Abstract :
Cascade, a case-based interactive system that helps technical support engineers solve the problems of customers whose hardware or software has stopped working, is discussed. Cascade has a case library of failures of VMS device drivers and suggests solutions to new failures. The system uses validated retrieval to address aspects of failure recovery that are specific to help desks. Cascade´s implementation, which was accomplished by developing a seed case base, a knowledge base containing knowledge about similarities between surface-feature values, and a validation model containing the necessary probes and knowledge about them, is described.<>
Keywords :
case-based reasoning; information retrieval systems; interactive systems; knowledge based systems; system recovery; technical support services; VMS device drivers; case library; case-based interactive system; case-based retrieval; customer technical support; failure recovery; help desks; knowledge base; probes; seed case base; similarities; surface-feature values; technical support engineers; validated retrieval; validation model; Artificial intelligence; Computer crashes; Data engineering; Databases; Information retrieval; Knowledge based systems; Knowledge engineering; Operating systems; Systems engineering and theory; Voice mail;
Journal_Title :
IEEE Expert
