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Lightweight Document Matching for Help-Desk Applications

IEEE Intelligent Systems

DIGIMIMIR: A Tool for Rapid Situation Analysis of Helpdesk and Support Email

LISA '04 Proceedings of the 18th USENIX conference on System administration

Knowledge management-centric help desk: specification and performance evaluation

Decision Support Systems

Knowledge support for problem-solving in a production process: A hybrid of knowledge discovery and case-based reasoning

Expert Systems with Applications: An International Journal

A manufacturing XML schema definition and its application to a data management system on the shop floor

Robotics and Computer-Integrated Manufacturing

Multi-domain case-based module for customer support

Expert Systems with Applications: An International Journal

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IM'09 Proceedings of the 11th IFIP/IEEE international conference on Symposium on Integrated Network Management

A knowledge-rich similarity measure for improving IT incident resolution process

Proceedings of the 2010 ACM Symposium on Applied Computing

CBR model for the intelligent management of customer support centers

IDEAL'06 Proceedings of the 7th international conference on Intelligent Data Engineering and Automated Learning