CBR-TM: A new Case-Based Reasoning System for Help-Desk Environments

TitleCBR-TM: A new Case-Based Reasoning System for Help-Desk Environments
Publication TypeJournal Article
Year of Publication2006
AuthorsGarcìa-Pardo JÀngel, Barberá SHeras, Ramos-Garijo R, Palomares A, Julián V, Rebollo M, Botti V
JournalECAI 2006
Start Page833
Pagination834
Date Published08/2006
ISBN NumberISBN 1-58603-642-4
Abstract

In this paper, a new CBR system for help-desk
environments is presented. This CBR system provides intelligent
customer support for multiple domains. It is also portable
and flexible. The system is implemented as a module of a complete
help-desk application to make it as independent as possible
of any change in the help-desk system. Each phase of the
reasoning cycle is also separated as an independent module,
making the CBR system easy to update. The system has been
tested in a real call center managed by the Spanish company
TISSAT S.A.