Intelligent Sales Support with CBR
Case-Based Reasoning Technology, From Foundations to Applications
Case-Based Reasoning: Survey and Future Directions
XPS '99 Proceedings of the 5th Biannual German Conference on Knowledge-Based Systems: Knowledge-Based Systems - Survey and Future Directions
CBR-Responder, an Automated Customer Service for E-Commerce
ISEC '01 Proceedings of the Second International Symposium on Topics in Electronic Commerce
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In this paper, we aim to address a frequent shortcoming of electronic commerce: the lack of customer service. We present an approach to product recommendation using a modified cycle for case-based reasoning in which a new refinement step is introduced. We then use this cycle combined with a heuristic we devised to create a short-term profile of the client. This profile is not stored or reused after the transaction, reducing maintenance. In fact, it allows the client and the system to find an appropriate product to satisfy the client on the basis of available products in a potentially efficient way.