Abstract
Case-based reasoning (CBR) has been used to improve knowledge management in corporate activities. It was initially used for problem solving and then for facilitating the distribution of knowledge and experiences. Since conversational CBR appeared, it has also been used to develop mentor systems in complex knowledge spaces. ExpertGuide was designed as a tool for developing WWW-based mentor systems. It was designed during the development of CBR systems used at NEC. Multilink retrieval provides a method for searching a case library from several viewpoints. Question selection by entropy finds most effective questions in discriminating cases. It does this by calculating the information gain of candidate questions. Indexing with scripts is a case-indexing method using Schank's scripts and is effective when situations and problems are hard to express and assess. ExpertGuide tightly integrates these techniques and provides a user interface for users who want advice from mentors. It is currently being used when building WWW-based mentor systems with scales ranging from division-wide to corporate-wide and nationwide.
Similar content being viewed by others
References
D.W. Aha and L.A. Breslow, “Refining conversational case libraries,” in Proceedings of the Second International Conference on Case-Based Reasoning, Springer: Berlin, 1997, pp. 267–278.
D.W. Aha, T. Maney, and L.A. Breslow, “Supporting dialogue inferencing in conversational case-based reasoning,” in Proceedings of the Fourth European Workshop on Case-Based Reasoning, Springer: Brlin, 1998, pp. 267–278.
I. Nonaka, The Knowledge-Creating Company, Harvard Business Review: Cambridge, MA, 1991.
T.H. Davenport and L. Prusak, Working Knowledge: How Organizations Manage What They Know, Harvard Business School Press: Boston, MA, 1993.
J. Kolodner, Case-Based Reasoning, Morgan Kaufmann: San Francisco, CA, 1993.
D.B. Leake, Case-Based Reasoning Experiences, Lessons, & Future Directions, AAAI Press: Menlo Park, CA, 1996.
H. Kitano and H. Shimazu, “The experience sharing architecture: Acase study in corporate-wide case-based software quality control,” in Case-Based Reasoning Experiences, Lessons, & Future Directions, edited by D.B. Leake, AAAI Press: Menlo Park, CA, pp. 235–268, 1996.
J.R. Quinlan, “Induction of decision trees,” Journal of Machine Learning, vol. 1, pp 81–106.
R. Schank and R.P. Abelson, Scripts, Plans, Goals, and Understanding: An Inquiry into Human Knowledge Structures, Lawrence Erlbaum: Hillsdale, N.J., 1977.
H. Shimazu, A. Shibata, and K. Nihei, “Case-based retrieval interface adapted to customer-initiated dialogues in help desk operations,” in Proceedings of the Twelvth National Conference on Artificial Intelligence, AAAI Press: Menlo Park, CA, 1994, pp. 513–518.
H. Kitano, A. Shibata, H. Shimazu, J. Kajihara, and A. Sato, “Building large-scale corporate-wide case-based systems: Integration of organizational and machine-executable algorithms,” in Proceedings of the Eleventh National Conference on Artificial Intelligence, AAAI Press: Washington, DC, 1992, pp. 303–308.
H. Shimazu, H. Kitano, and A. Shibata, “Retrieving cases from relational data base: Another stride towards corporate-wide case-based systems,” in Proceedings of the Thirteenth International Joint Conference on Artificial Intelligence, AAAI Press: Menlo Park, CA, 1993, pp. 909–914.
H. Shimazu and Y. Takashima, “Lessons learned from deployed CBR systems and design decisions made in building a commercial CBR tool,” in Proceedings of the Second International Conference on Case-Based Reasoning, Springer: Verlag, 1997, pp. 144–155.
J. Kolodner, Retrieval and Organizational Strategies in Conceptual Memory: A Computer Model, Lawrence Erlbaum: Hillsdale, NJ, 1994.
P. Koton, “Reasoning about evidence in causal explanation,” in Proceedings of the Seventh National Conference on Artificial Intelligence, AAAI Press: Menlo Park, CA, 1993, pp. 256–261.
C. Owens, “Indexing and retrieving abstract cases,” Ph.D. diss., Yale University, 1988.
E. Simoudis, “Using case-based retrieval for customer technical support,” IEEE Expert, vol. 7, no. 5, pp. 7–11, 1992.
M. Manago, K.-D. Althoff, E. Auriol, R. Traphoner, S. Wess, N. Conruyt, and F. Maurer, “Induction and reasoning from cases,” in Proceedings of the First European Workshop on Case-Based Reasoning, Springer-Verlag: Berlin, 1993, pp. 313–318.
B. Smyth and P. Cunningham, “A comparison of incremental CBR and inductive learning,” in Proceedings of the Second European Workshop on Case-based Reasoning, 1994, pp. 151–164.
D. McSherry, “Strategic induction of decision trees,” in Proceedings of the Eighteenth SGES Annual International Conference on Knowledge-Based Systems and Applied Artificial Intelligence, 1998, pp. 15–26.
K.J. Hammond, R. Burke, and K. Schumitt. “A case-based approach to knowledge navigation,” in Case-Based Reasoning Experiences, Lessons, & Future Directions, editd by D.B. Leake, AAAI Press: Menlo Park, CA, pp. 125–136, 1996.
R.D. Burke, K.J. Hammond, and B.C. Young. “The FindMe approach to assisted browsing,” Journal of IEEE Expert, vol. 12, no. 4, pp. 32–40, 1997.
D.H. Hennessy and D. Hinkle. “Applying case-based reasoning to autoclave loading,” IEEE Expert, vol. 7, no. 5, pp. 21–26, 1992.
T. Nguyen, M. Czerwinsksi, and D. Lee, “COMPAQ Quick-Source: Providing the consumer with the power of artificial intelligence,” in Proceedings of the Fifth Annual Conference on Innovative Applications of Artificial Intelligence, AAAI Press: Menlo Park, CA, 1993, pp. 142–150.
Inference Corporation, “CBR Express and CasePoint: Product Introduction,” Presentation slides for NDS Customers, Tokyo, 1993.
M. Kriegsman and R. Barletta, “Building a Case-Based Help Desk Application,” IEEE Expert, vol. 8, no. 6, pp. 18–26, 1993.
I. Watson, Applying Case-Based Reasoning: Techniques for Enterprise Systems, Morgan Kaufmann: San Francisco, 1997.
G. Salton, “Developments in automatic text retrieval,” Science, vol. 253, pp. 974–979.
C. Carrick, Q. Yan, I. Abi-Zeid, and L. Lamontagne, “Activating CBR systems through autonomous information gathering,” in Proceedings of the Third International Conference on Case-Based Reasoning, Springer: Berlin, 1999, pp. 74–88.
Q. Yang and J. Wu, “Enhancing the effectiveness of interactive case-based reasoning with clustering and decision forests,” Applied Intelligence, vol. 14, no. 1, 2001.
I. Becerra-Fernandez, “Findings from the Florida Artificial Intelligence Research Symposium (FLAIRS) Knowledge Management Track,” in Exploring Synergies of Knowledge Management and Case-Based Reasoning: Papers from the AAAI Workshop, edited by D.W. Aha, I. Becerra-Fernandez, F. Maurer, and H. Muñoz-Avila, AAAI Press: Menlo Park, CA, pp. 6–9, 1999.
Author information
Authors and Affiliations
Rights and permissions
About this article
Cite this article
Simazu, H., Shibata, A. & Nihei, K. ExpertGuide: A Conversational Case-Based Reasoning Tool for Developing Mentors in Knowledge Spaces. Applied Intelligence 14, 33–48 (2001). https://doi.org/10.1023/A:1008350923935
Issue Date:
DOI: https://doi.org/10.1023/A:1008350923935