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A Comparison Of The Rule And Case-Based Reasoning Approaches For The Automation Of Help-Desk Operations At The Tier-Two Level, Michael Forrester Bryant
A Comparison Of The Rule And Case-Based Reasoning Approaches For The Automation Of Help-Desk Operations At The Tier-Two Level, Michael Forrester Bryant
CCE Theses and Dissertations
This exploratory study investigates the hypothesis that case-based reasoning (CBR) systems have advantages over rule-based reasoning (RBR) systems in providing automated support for Tier-2 help desk operations. The literature suggests that rule-based systems are best suited for problem solving when the system being analyzed is a single-purpose, specialized system and the rules for solving the problems are clear and do not change with high frequency. Case-based systems, because of their ability to offer alternative solutions for a given problem, give help-desk technicians more flexibility. Specifically, this dissertation aims to answer the following questions:
1. Which paradigm, rule-based or case-based reasoning, …