Developing an Integrated Multilevel Help-Desk Support System
T. Roth-Berghofer, and I. Iglezakis. Proceedings of the 8th German Workshop on Case-Based Reasoning, GWCBR 2000, Lämmerbuckel, Germany, page 145--155. Ulm, Germany, DaimlerChrysler, Research and Technology, FT3/KL, (2000)
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.
%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
}