Multi-domain case-based module for customer support

[EN] Technology management centres provide technological and customer support services for private or public organisations. Commonly, these centres offer support by using a helpdesk software that facilitates the work of their operators. In this paper, a CBR module that acts as a solution recommender for customer support environments is presented. The CBR module is flexible and multi-domain, in order to be easily integrable with any existing helpdesk software in the company. (c) 2008 Elsevier Ltd. All rights reserved.This work was partially supported by CONSOLIDER-INGENIO 2010 under grant CSD2007-00022 and by the Spanish government and FEDER funds under PROFIT FIT-340001-2004-11, CICYT TIN2005-03395 and TIN2006-14630-C0301 projectsHeras Barberá, SM.; Garcia Pardo Gimenez De Los Galanes, JA.; Ramos-Garijo Font De Mora, R.; Palomares Chust, A.; Botti, V.; Rebollo Pedruelo, M.; Julian Inglada, VJ. (2009). Multi-domain case-based module for customer support. Expert Systems with Applications. 36(3):6866-6873. https://doi.org/10.1016/j.eswa.2008.08.003S6866687336