%0 Conference Paper %1 Roth-BerghoferIglezakis00 %A Roth-Berghofer, Thomas %A Iglezakis, Ioannis %B Proceedings of the 8th German Workshop on Case-Based Reasoning, GWCBR 2000, Lämmerbuckel, Germany %C Ulm, Germany %D 2000 %E Göker, Mehmet H.\ %I DaimlerChrysler, Research and Technology, FT3/KL %K Help-Desk CBR %P 145--155 %T Developing an Integrated Multilevel Help-Desk Support System %X Case-based reasoning has proven to be valuable and commercially successful in many applications, especially in the help-desk area. But current help-desk support tools do not assist in problem solving at all levels of the help-desk organization. This paper proposes an integrated multilevel help-desk support system based on conversational, structural, and textual case-based reasoning tools. It describes their main application areas in help-desk support and how the different case-based reasoning approaches can work together.

@inproceedings{Roth-BerghoferIglezakis00, abstract = {Case-based reasoning has proven to be valuable and commercially successful in many applications, especially in the help-desk area. But current help-desk support tools do not assist in problem solving at all levels of the help-desk organization. This paper proposes an integrated multilevel help-desk support system based on conversational, structural, and textual case-based reasoning tools. It describes their main application areas in help-desk support and how the different case-based reasoning approaches can work together.}, added-at = {2006-11-14T09:30:01.000+0100}, address = {Ulm, Germany}, author = {Roth-Berghofer, Thomas and Iglezakis, Ioannis}, biburl = {https://www.bibsonomy.org/bibtex/2d91c3e544b2109dd84643471c088ebb7/thorob67}, booktitle = {Proceedings of the 8th German Workshop on Case-Based Reasoning, {GWCBR} 2000, L\"ammerbuckel, Germany}, date-modified = {2005-12-16 14:34:22 +0100}, editor = {G{\"o}ker, Mehmet H.\}, interhash = {b881ca6f6c183183fea8b04d70d17d77}, intrahash = {d91c3e544b2109dd84643471c088ebb7}, keywords = {Help-Desk CBR}, pages = {145--155}, publisher = {DaimlerChrysler, Research and Technology, FT3/KL}, timestamp = {2006-11-14T09:30:01.000+0100}, title = {Developing an Integrated Multilevel Help-Desk Support System}, year = 2000 }