The development and utilization of the case-based help-desk support system HOMER
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.
help-desk support case-based reasoning software engineering case-based reasoning process model