Case Based Query Processing in Manufacturing Technical Support

Maurice Mulvenna, JRC Allen, John Hughes

Research output: Chapter in Book/Report/Conference proceedingChapter

Abstract

Case-Based Reasoning (CBR) is suited to problem solving in domains where there are recurring problems. This paper describes the development of a CBR prototype help desk system for use in such a domain, the Technical and Product Support department of an aerospace company. For the purposes of the prototype three types of indexing have been used, knowledge-guided induction, inductive indexing and nearest neighbour matching. Through the CBR prototype system, technical support staff now have the knowledge to tell if a new query is a recurring problem and has been solved before or is a completely new unsolved technical query, in addition to the system retrieving approximate solutions. Initial evaluation by the users of the prototype system has been favourable.
Original languageEnglish
Title of host publicationProceedings of the 1994 Workshop, FQAS'94
EditorsHL Larsen, T Andreasen
Place of PublicationRoskilde, Denmark
PublisherRoskilde University
Pages41-47
ISBN (Print)3-540-65082-2
Publication statusAccepted/In press - 14 Nov 1994

Keywords

  • Case Based Reasoning

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    Mulvenna, M., Allen, JRC., & Hughes, J. (Accepted/In press). Case Based Query Processing in Manufacturing Technical Support. In HL. Larsen, & T. Andreasen (Eds.), Proceedings of the 1994 Workshop, FQAS'94 (pp. 41-47). Roskilde University. http://uir.ulster.ac.uk/36506/1/MULVENNA-Case%20Based%20Query%20Processing%20in%20Manufacturing%20Technical%20Support.pdf