A Comparison of the Rule and Case-based Reasoning Approaches for the Automation of Help-desk Operations at the Tier-two Level
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...
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| Format: | Others |
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NSUWorks
2009
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| Online Access: | http://nsuworks.nova.edu/gscis_etd/107 http://nsuworks.nova.edu/cgi/viewcontent.cgi?article=1106&context=gscis_etd |