Sistemas help desk: metodologias, aplicações e estudo de caso.

Abstract

Case-Based Reasoning (CBR) constitutes a computational technology from the Artificial Intelligence domaia CBR was created in order to search for human comprehension patterns in the world. I f we manage to comprehend these patterns we also may be interested in computationaly repeat them since they worked in similar situations in the past Therefore, CBR is the formalism which implements intelligent behaviour based on human past experiences, such as computer cases stored in memory. An important CBR application has been in the development of help desk systems. More and more, help desk systems can be defined as support systems for both external clients and internal organizational support The present dissertation investigates both the CBR technology and the help desk domain. Our faterest is to evaluate the state of the art of the application of CBR to the construction of help desk systems, with emphasis to a particular case study of this application.