The development and utilization of the case-based help-desk support system HOMER

被引:30
作者
Göker, MH
Roth-Berghofer, T
机构
[1] Tecinno GmbH, D-67661 Kaiserslautern, Germany
[2] DaimlerChrysler Res & Technol, Adapt Syst Grp, Palo Alto, CA 94304 USA
关键词
case-based reasoning; help-desk support; software engineering; case-based reasoning process model;
D O I
10.1016/S0952-1976(99)00037-8
中图分类号
TP [自动化技术、计算机技术];
学科分类号
0812 ;
摘要
Current case-based reasoning (CBR) process models present CBR as a low-maintenance AI-technology and do not take the processes that have to be enacted during system development and utilization into account. Since a CBR system can only be useful if it is integrated into an organizational structure and used by more than one user, processes for continuous knowledge acquisition, utilization and maintenance have to be put in place. In this paper the shortcomings of classical CBR process models are analyzed, and, based on the experiences made during the development of the case-based help-desk support system HOMER, the managerial, organizational and technical processes related to the development and utilization of CBR systems are described. (C) 1999 Elsevier Science Ltd. All rights reserved.
引用
收藏
页码:665 / 680
页数:16
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