Using “CaseBased Reasoning” - Lehigh CSE
HELP DESK SYSTEMS
Using "CaseBased Reasoning"
Topics Covered Today
What is Help-Desk ? Components of HelpDesk Systems Types Of HelpDesk Systems Used Need for CBR in HelpDesk Systems GE Helpdesk using ReMind System (1993) CBR-TM The HOMER System ( Will Not be Discussed Today) References
What is HelpDesk?
A `help-desk' is an information and assistance resource that troubleshoots problems
Many corporations provide helpdesk support to their customers Companies Using CBR:
AT&T Bell UK Department of Social Security Honeywell British Telecom Mercedes-Benz
Components
of
HelpDesk
User
Desk--side
T eam
Desk
consultants
Phone
Consultants
Network
T eam
Server
T eam
Other
T eam
Library,
W IRED,
etc
Types of HelpDesk Systems
Text Based HelpDesk Systems
Text Search Keyword Search
oMaintains a Natural text data
Rule Based Systems
Maintains a special Knowledge Rule set
Case Based Reasoning Systems
Maintains all experience in the form of cases
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