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

  • Authors:

  • Juan Ángel García-Pardo;Stella Heras Barberá;Rafael Ramos-Garijo;Alberto Palomares;Vicente Julián;Miguel Rebollo;Vicent Botti

  • Affiliations:

  • Information Systems and Computing Department, Universidad Politécnica de Valencia, Spain, email: sheras@dsic.upv.es;Information Systems and Computing Department, Universidad Politécnica de Valencia, Spain, email: sheras@dsic.upv.es;Information Systems and Computing Department, Universidad Politécnica de Valencia, Spain, email: sheras@dsic.upv.es;TISSAT S.A. http://www.tissat.es;Information Systems and Computing Department, Universidad Politécnica de Valencia, Spain, email: sheras@dsic.upv.es;Information Systems and Computing Department, Universidad Politécnica de Valencia, Spain, email: sheras@dsic.upv.es;Information Systems and Computing Department, Universidad Politécnica de Valencia, Spain, email: sheras@dsic.upv.es

  • Venue:
  • Proceedings of the 2006 conference on ECAI 2006: 17th European Conference on Artificial Intelligence August 29 -- September 1, 2006, Riva del Garda, Italy
  • Year:
  • 2006

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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.