Development and Utilization of a Case-Based
Help-Desk Support System in a Corporate Environment

Mehmet Gker1 & Thomas Roth-Berghofer2

1 DaimlerChrysler Research and Technology 3, FT3/KL
P.O. Box 2360, D89013 Ulm, Germany
mehmet.goeker@daimlerchrysler.com
Phone: +49 731 5052856 Fax: +49 731 5054210

2tec:inno GmbH
Sauerwiesen 2, D67661 Kaiserslautern, Germany
roth@tecinno.com
Phone: +49 6031 606400 Fax: +49 6031 606409



Abstract: 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 short-comings 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 described.
References

1.	Bergmann, R., Breen, S., Gker, M., Manago, M., Wess, S. Developing Industrial Case
Based Reasoning Applications: The INRECA Methodology., Lecture Notes in Artificial
Intelligence, 1612, Berlin, Springer Verlag, 1999
2.	Goker M., Roth-Berghofer Th., Bergmann R., Pantleon T., Traphoner R., Wess S., Wilke
W., The Development of HOMER: A Case-Based CAD/CAM Help-Desk Support Tool,
Smyth B. & Cunningham P. eds., Advances in Case-Based Reasoning, Proceedings of the
Fourth European Workshop on Case-Based Reasoning EWCBR98 Dublin, September 23-
25,1998, LNAI 1488, pp. 346-357, Berlin, Springer Verlag, 1998
3.	Riesbeck C., Schank R., Inside Case-based Reasoning, Lawrence Erlbaum Associates,
Publishers, Hillsdale 1989
4.	Hammond K., Case-Based Planning-Viewing Planning as a Memory Task, Academic
Press Inc, HBJ Publishers, San Diego, 1989
5.	Kolodner J., Case-based Reasning, Morgan Kaufmann Publishers Inc, San Mateo, 1993
6.	A. Aamodt, E. Plaza., Case-Based Reasoning: Foundational Issues, Methodological
Variations, and System Approaches, AICOM Vol.7 Nr. 1, pp.39-59, March 1994
7.	Leake D., CBR in Context: The Present and the Future in Leake D. (ed.), Case-Based
Reasoning  Experiences, Lessons and Future Directions, pp. 3-30, AAAI press / MIT
press, Menlo Park California, Cambridge Massachusetts, London, 1996
8.	Kitano H., Shimazu H., The Experience Sharing Architecture: A Case Study in
Corporate-Wide Case-Based Software Quality Control in Leake D. (ed.), Case-Based
Reasoning  Experiences, Lessons and Future Directions, pp. 235-268, AAAI press /
MIT press, Menlo Park California, Cambridge Massachusetts, London, 1996
9.	Stolpmann M. Wess S. Optimierung der Kundenheziehungen mit CBR systemen-
Intelligente Systeme fr E-Commerce und Support, Addison Wesley Longmann (Business
& Computing), Bonn, 1999
10.	Richter M., Introduction, in Lenz M., Bartsch-Sprl B., Burkhardt H. D., Wess S.
(Eds.), Case-Based Reasoning Technology, From Foundations to Applications, Lecture
Notes in Artificial Intelligence Vol. 1400, pp.1-15, Springer-Verlag, Berlin, Heidelberg
1998. Also: Richter M., The Knowledge Contained in Similarity Measures, Invited talk
at ICCBR95, http://wwwagr.informatik.uni-kl.de/~lsa/CBR/Richtericcbr95remarks.html
11.	Wilke W., Vollrath I., Bergmann R., Using Knowledge Containers to Model a
Framework for Learning Adaptation Knowledge, ECML (European Conference on
Machine Learning) Workshop, Prag, 1997
12.	Leake D., Wilson D., Categorizing Case-Base Maintenance: Dimensions and
Directions, Smyth B. & Cunningham P. eds., Advances in Case-Based Reasoning,
Proceedings of the Fourth European Workshop on Case-Based Reasoning EWCBR98
Dublin, September 23-25,1998, LNAI 1488, pp. 196-207, Berlin, Springer Verlag, 1998
13.	Smyth B., McKenna B., Modeling the Competence of Case-Bases, Smyth B. &
Cunningham P. eds., Advances in Case-Based Reasoning, Proceedings of the Fourth
European Workshop on Case-Based Reasoning EWCBR98 Dublin, September 23-
25,1998, LNAI 1488, pp. 208-220, Berlin, Springer Verlag, 1998
14.	Surma J., Tyburcy J., A Study on Competence-Preserving Case Replacing Strategies in
Case-Based Reasoning, Smyth B. & Cunningham P. eds., Advances in Case-Based
Reasoning, Proceedings of the Fourth European Workshop on Case-Based Reasoning
EWCBR98 Dublin, September 23-25,1998, LNAI 1488, pp. 233-238, Berlin, Springer
Verlag, 1998
15.	Racine K., Yang Q., Maintaining Unstructured Case-Bases, Leake B. & Plaza E. eds.,
Case-Based Reasoning Research and Development, Proceedings of the second
International Conference on Case-Based Reasoning ICCBR-97 Rhode Island, July 1997,
LNAI 1266, pp. 553-564, Berlin, Springer Verlag, 1997
16.	Httemeister A., Wartung einer Fallbasis, Diploma Thesis, University of Kaiserslautern,
Department of Computer Science, February 1999
17.	Heister F., Wilke W., An Architecture for Maintaining Case-Based Reasoning Systems,
Smyth B. & Cunningham P. eds., Advances in Case-Based Reasoning, Proceedings of the
Fourth European Workshop on Case-Based Reasoning EWCBR98 Dublin, September 23-
25,1998, LNAI 1488, pp. 221-232, Berlin, Springer Verlag, 1998
18.	Thomas, H., Foil R., Dacus, J.:  New Technology Bliss and Pain in a Large Customer
Service Center, in: Case-Based Reasoning Research and Development, Proceedings of
the ICCBR97, Leake, Plaza (eds.), , pp. 166-177, LNAI1266, Springer Verlag, Berlin,
1997
