Adaptive help for non-trivial computer application. ExcelInExcel - Layer above Excel, captures user actions and passes them to loging mechanism as well as to Excel. Recognize what the user is trying to do. Interesting facet of this paper is the focus on usability and use of HCI methodology. Early focus on users, iterative design, rapid prototyping.
Human expert provides help.
Human model is the most advanced example of cognitive estimation competence. Allows focus on how Adaptive systems should be before they are built. How to recognize plans. Users are annoyed by human intervention, machine intervention could not be significantly better. Users must self-asses.