{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2024,9,5]],"date-time":"2024-09-05T01:48:11Z","timestamp":1725500891735},"publisher-location":"Berlin, Heidelberg","reference-count":21,"publisher":"Springer Berlin Heidelberg","isbn-type":[{"type":"print","value":"9783540454854"},{"type":"electronic","value":"9783540454878"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2006]]},"DOI":"10.1007\/11875581_80","type":"book-chapter","created":{"date-parts":[[2006,9,25]],"date-time":"2006-09-25T12:23:29Z","timestamp":1159187009000},"page":"663-670","source":"Crossref","is-referenced-by-count":1,"title":["CBR Model for the Intelligent Management of Customer Support Centers"],"prefix":"10.1007","author":[{"given":"Stella Heras","family":"Barber\u00e1","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Juan \u00c1ngel","family":"Garc\u00eda-Pardo","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Rafael","family":"Ramos-Garijo","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Alberto","family":"Palomares","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Vicente","family":"Juli\u00e1n","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Miguel","family":"Rebollo","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Vicent","family":"Botti","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"297","reference":[{"key":"80_CR1","first-page":"3","volume-title":"Proceedings of the 2 International Conference on Intelligent Tutoring Systems, ITS-92 Berlin","author":"T. Acorn","year":"1992","unstructured":"Acorn, T., Walden, S.: SMART: SupportManagement Automated Reasoning Technology for Compaq Customer Service. In: Scott, A., Klahr, P. (eds.) Proceedings of the 2 International Conference on Intelligent Tutoring Systems, ITS-92 Berlin, vol.\u00a04, pp. 3\u201318. AAAI Press, Menlo Park (1992)"},{"key":"80_CR2","first-page":"10","volume":"7","author":"E. Simoudis","year":"1992","unstructured":"Simoudis, E.: Using Case-Based Retrieval for Customer Technical Support. IEEE Intelligent Systems\u00a07, 10\u201312 (1992)","journal-title":"IEEE Intelligent Systems"},{"key":"80_CR3","doi-asserted-by":"crossref","first-page":"18","DOI":"10.1109\/64.248349","volume":"8","author":"M. Kriegsman","year":"1993","unstructured":"Kriegsman, M., Barletta, R.: Building a Case-Based Help Desk Application. IEEE Expert: Intelligent Systems and Their Applications\u00a08, 18\u201326 (1993)","journal-title":"IEEE Expert: Intelligent Systems and Their Applications"},{"key":"80_CR4","first-page":"513","volume-title":"Proceedings of the 12th National Conference on Artificial Intelligence","author":"H. Shimazu","year":"1994","unstructured":"Shimazu, H., Shibata, A., Nihei, K.: Case-Based Retrieval Interface Adapted to Customer-Initiated Dialogues in Help Desk Operations. In: Mylopoulos, J., Reiter, R. (eds.) Proceedings of the 12th National Conference on Artificial Intelligence, vol.\u00a01, pp. 513\u2013518. AAAI Press, Menlo Park (1994)"},{"key":"80_CR5","first-page":"113","volume":"2","author":"R. Raman","year":"1996","unstructured":"Raman, R., Chang, K.H., Carlisle, W.H., Cross, J.H.: A self-improving helpdesk service system using case-based reasoning techniques. Computers in Industry\u00a02, 113\u2013125 (1996)","journal-title":"Computers in Industry"},{"key":"80_CR6","doi-asserted-by":"publisher","first-page":"611","DOI":"10.1080\/088395197117957","volume":"11","author":"B.H. Kang","year":"1997","unstructured":"Kang, B.H., Yoshida, K., Motoda, H., Compton, P.: Help Desk System with Intelligent Interface. Applied Artificial Intelligence\u00a011, 611\u2013631 (1997)","journal-title":"Applied Artificial Intelligence"},{"key":"80_CR7","unstructured":"Roth-Berghofer, T., Iglezakis, I.: Developing an Integrated Multilevel Help-Desk Support System. In: Proceedings of the 8th German Workshop on Case-Based Reasoning, pp. 145\u2013155 (2000)"},{"key":"80_CR8","doi-asserted-by":"publisher","first-page":"665","DOI":"10.1016\/S0952-1976(99)00037-8","volume":"12","author":"M. Goker","year":"1999","unstructured":"Goker, M., Roth-Berghofer, T.: The development and utilization of the case-based help-desk support system HOMER. Engineering Applications of Artificial Intelligence\u00a012, 665\u2013680 (1999)","journal-title":"Engineering Applications of Artificial Intelligence"},{"key":"80_CR9","doi-asserted-by":"publisher","first-page":"88","DOI":"10.1007\/978-3-540-25983-1_9","volume-title":"Advances in Learning Software Organizations","author":"T.R. Roth-Berghofer","year":"2004","unstructured":"Roth-Berghofer, T.R.: Learning from HOMER, a case-based help-desk support system. In: Melnik, G., Holz, H. (eds.) Advances in Learning Software Organizations, pp. 88\u201397. Springer, Heidelberg (2004)"},{"key":"80_CR10","series-title":"Lecture Notes in Artificial Intelligence","volume-title":"The INRECA Methodology","author":"R. Bergmann","year":"2003","unstructured":"Bergmann, R., Althoff, K.D., Breen, S., G\u00f6ker, M., Manago, M., Traph\u00f6ner, R., Wess, S.: Developing Industrial Case-Based Reasoning Applications. In: The INRECA Methodology, 2nd edn. LNCS (LNAI), vol.\u00a01612. Springer, Heidelberg (2003)","edition":"2"},{"key":"80_CR11","unstructured":"eGain (2006), http:\/\/www.egain.com"},{"key":"80_CR12","unstructured":"Kaidara Software Corporation (2006), http:\/\/www.kaidara.com\/"},{"key":"80_CR13","unstructured":"Empolis Knowledge Management GmbH - Arvato AG (2006), http:\/\/www.empolis.com\/"},{"key":"80_CR14","unstructured":"Althoff, K.D., Auriol, E., Barletta, R., Manago, M.: A Review of Industrial Case-Based Reasoning Tools. AI Perspectives Report. Goodall, A., Oxford (1995)"},{"key":"80_CR15","volume-title":"Applying Case-Based Reasoning. Techniques for Enterprise Systems","author":"I. Watson","year":"1997","unstructured":"Watson, I.: Applying Case-Based Reasoning. Techniques for Enterprise Systems. Morgan Kaufmann Publishers, Inc. California (1997)"},{"key":"80_CR16","unstructured":"empolis: empolis Orenge Technology Whitepaper. Technical report, empolis GmbH (2002)"},{"key":"80_CR17","unstructured":"Tissat, S.A. (2006), http:\/\/www.tissat.es"},{"key":"80_CR18","doi-asserted-by":"crossref","first-page":"147","DOI":"10.1613\/jair.93","volume":"3","author":"C. Giraud-Carrier","year":"1995","unstructured":"Giraud-Carrier, C., Martinez, T.R.: An integrated framework for learning and reasoning. Journal of Artificial Intelligence Research\u00a03, 147\u2013185 (1995)","journal-title":"Journal of Artificial Intelligence Research"},{"key":"80_CR19","series-title":"Lecture Notes in Artificial Intelligence","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1007\/978-3-540-30185-1_1","volume-title":"Advances in Data Mining","author":"J.M. Corchado","year":"2004","unstructured":"Corchado, J.M., Borrajo, M.L., Pellicer, M.A., Yanez, J.C.: Neuro-symbolic system for Business Internal Control. In: Perner, P. (ed.) ICDM 2004. LNCS (LNAI), vol.\u00a03275, pp. 1\u201310. Springer, Heidelberg (2004)"},{"issue":"1","key":"80_CR20","doi-asserted-by":"crossref","first-page":"39","DOI":"10.3233\/AIC-1994-7104","volume":"7","author":"A. Aamodt","year":"1994","unstructured":"Aamodt, A., Plaza, E.: Case-based reasoning: foundational issues, methodological variations and system approaches. AI Communications\u00a07(1), 39\u201359 (1994)","journal-title":"AI Communications"},{"issue":"4","key":"80_CR21","doi-asserted-by":"publisher","first-page":"327","DOI":"10.1037\/0033-295X.84.4.327","volume":"84","author":"A. Tversky","year":"1997","unstructured":"Tversky, A.: Features of similarity. Psychological Review\u00a084(4), 327\u2013352 (1997)","journal-title":"Psychological Review"}],"container-title":["Lecture Notes in Computer Science","Intelligent Data Engineering and Automated Learning \u2013 IDEAL 2006"],"original-title":[],"link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/11875581_80.pdf","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2020,11,17]],"date-time":"2020-11-17T19:48:22Z","timestamp":1605642502000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/11875581_80"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2006]]},"ISBN":["9783540454854","9783540454878"],"references-count":21,"URL":"https:\/\/doi.org\/10.1007\/11875581_80","relation":{},"ISSN":["0302-9743","1611-3349"],"issn-type":[{"type":"print","value":"0302-9743"},{"type":"electronic","value":"1611-3349"}],"subject":[],"published":{"date-parts":[[2006]]}}}