William Cheetham

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Customer service is defined as the ability of a company to afford the service requestor with the expressed need. Due to the increasing importance of service offerings as a revenue source and increasing competition among service providers, it is important for companies to optimize both the customer experience as well as the associated cost of providing the(More)
A generic Case-Based Reasoning tool has been designed, implemented, and successfully used in two distinct applications. SOFT-CBR can be applied to a wide range of decision problems, independent of the underlying input case data and output decision space. The tool supplements the traditional case base paradigm by incorporating Fuzzy Logic concepts in a(More)
This commentary describes notable commercial applications of case-based reasoning, including systems that have been in continuous profitable use for over a decade. It is divided into sections on engineering applications, helpdesk applications and on-line case-based reasoning. 1 Engineering applications of case-based reasoning The purpose of this review is(More)
1 General Electric used case-based reasoning for gas turbine diagnostics at their monitoring and diagnostics center in Atlanta, GA. This application had requirements that included accuracy, maintainability, modularity, parameterization, robustness, and integration of the system into an existing infrastructure. The CBR system has a modular " plug and play "(More)