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.
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