CBR-TM: A New Case-Based Reasoning System for Help-Desk Environments

In this paper, a new CBR system for help-desk environments is presented. This CBR system provides intelligent customer support for multiple domains. It is also portable and flexible. The system is implemented as a module of a complete help-desk application to make it as independent as possible of any change in the help-desk system. Each phase of the reasoning cycle is also separated as an independent module, making the CBR system easy to update. The system has been tested in a real call center managed by the Spanish company TISSAT S. A.

Authors

• Juan Ángel García-Pardo
• Stella Heras
• Rafael Ramos-Garijo
• Alberto Palomares
• Vicente Julián
• Miguel Rebollo
• Vicente J. Botti

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