Developing Industrial Case-Based Reasoning Applications The INRE
In just few years, case-based reasoning has evolved from a research topic studied at a small number of specialized academic labs into an industrial-strength technology applied in various fields. The INRECA methodology presented in detail in this monograph
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Subseries of Lecture Notes in Computer Science
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Berlin Heidelberg New York Hong Kong London Milan Paris Tokyo
Ralph Bergmann Klaus-Dieter Althoff Sean Breen Mehmet G¨oker Michel Manago Ralph Traph¨oner Stefan Wess
Developing Industrial Case-Based Reasoning Applications The INRECA Methodology 2nd Edition
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Authors Ralph Bergmann University of Hildesheim, Germany E-mail: [email protected] Klaus-Dieter Althoff Fraunhofer IESE, Kaiserslautern, Germany E-mail: [email protected] Sean Breen CP Ltd., Ballinaclash, Co. Wicklow, Ireland E-mail: [email protected] Mehmet G¨oker Kaidara, Los Altos, CA, USA E-mail: [email protected] Michel Manago Kaidara, Paris, France E-mail: [email protected] Ralph Traph¨oner Stefan Wess empolis GmbH, Kaiserslautern, Germany E-mail: {Ralph.Traphoener;Stefan.Wess}@empolis.com
Cataloging-in-Publication Data applied for A catalog record for this book is available from the Library of Congress. Bibliographic information published by Die Deutsche Bibliothek Die Deutsche Bibliothek lists this publication in the Deutsche Nationalbibliografie; detailed bibliographic data is available in the Internet at . CR Subject Classification (1998): I.2, J.1, J.3 ISSN 0302-9743 ISBN 3-540-20737-6 Springer-Verlag Berlin Heidelberg New York ISBN 3-540-66182-4 (first edition) Springer-Verlag Berlin Heidelberg New York This work is subject to copyright. All rights are reserved, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, re-use of illustrations, recitation, broadcasting, reproduction on microfilms or in any other way, and storage in data banks. Duplication of this publication or parts thereof is permitted only under the provisions of the German Copyright Law of September 9, 1965, in its current version, and permission for use must always be obtained from Springer-Verlag. Violations are liable for prosecution under the German Copyright Law. Springer-Verlag is a part of Springer Science+Business Media springeronline.com c Springer-Verlag Berlin Heidelberg 1999, 2003 Printed in Germany Typesetting: Camera-ready by author, data conversion by PTP-Berlin, Protago-TeX-Production GmbH Printed on acid-free paper SPIN: 10977200 06/3142 543210
Preface Adding CBR Back into the Lexicon: Today’s CBR Technology Not Only Works, It Makes Strategic Sense John Ragsdale, Giga Research Director, Forrester Research
Let me start by stating: case-based reasoning is not evil. This may come as a surprise to those of us who have been in and around the world of CRM (customer relationship management) and technical-support knowledge-base products for a number of years. I personally have been guilty of associating “case-based reasoning” (CBR) with systems that are hardcoded, inflexible, difficult and expensive to maintain, and hard to use effectively. But it is important to separate the concept of CBR from its (supposed) instantiations. Early knowledge-base products created for technical-support agents in the late 1980s and early 1990s were sometim
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