"CaseAdvisor: Supporting Knowledge Base Maintenance and Interactive Problem Solving Using Case Based Reasoning"

7/11/1997: [time not recorded]
[location not recorded]

Abstract: The help desk industry, like many other industries, is facing increasing challenges in knowledge management. Customer help and sales services in this industry are extremely knowledge-intensive, often provided by people who receive varying levels of training and knowledge update in the life time of an organization. These services must provide real-time, interactive problem solving capabilities for their customers. Solutions provided by the service representatives must cater to individual customer's needs. The central issue to be addressed here is one of enterprise knowledge management. At Simon Fraser University, we have been developing a suite of tools, known as CaseAdvisor, for knowledge acquisition, management and reuse using case based reasoning. We pay special attention to knowledge acquisition and update from large and unstructured knowledge sources. To address this problem we have developed algorithms for case base maintenance using information retrieval. In addition, we have designed an interactive problem solving method for reusing the acquired knowledge effectively by taking advantage of the best features in rule-based reasoning, decision tree reasoning, case based reasoning and constraint satisfaction. An important feature of our solution is knowledge compression and validation, designed so that the resulting knowledge base can be scaled up well. These features and tools are offered both on the PC and the Internet. In this talk, I will discuss these problems and explain our solutions. I will highlight some of the benefits of our approaches using examples drawn from realistic help desk applications which we are involved in. I will also present a demonstration of our CaseAdvisor system in action.

Last updated: Mon Jun 19 17:44:06 2006