The Development and Utilization of the Case-Based Help-Desk Support System HOMER
Engineering Applications of Artificial Intelligence, 12 (6):
665--680 (December 1999)Abstract
Current case-based reasoning (CBR) process models present CBR
as a low-maintenance AI-technology and do not take the processes
that have to be enacted during system development and utilization
into account. Since a CBR system can only be useful if it is
integrated into an organizational structure and used by more than
one user, processes for continuous knowledge acquisition,
utilization and maintenance have to be put in place. In this
paper the shortcomings of classical CBR process models are
analyzed, and, based on the experiences made during the
development of the case-based help-desk support system HOMER,
the managerial, organizational and technical processes related to
the development and utilization of CBR systems are described.