GOMES, J. O.; http://lattes.cnpq.br/9413832425299379; GOMES, Jorge de Oliveira.
Resumo:
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.