This paper presents an intelligent hypermedia product support system developed for the needs of a truck manufacturer that enables formalization of and learning from experience. Case-based reasoning (CBR) is employed to interpret a user's request for information, construct a new solution and adapt it to the user and his/her task. The proposed approach is illustrated with a case study that describes context-sensitive retrieval of hypermedia documents contained within an intelligent product manual.
GoffinK.Evaluating customer support during new product developmentâan exploratory study. J. Product Innovation Managmt, 1998, 15, 42–56.
2.
MathieuV.Product services: From a service supporting the product to a service supporting the client. J. Business and Ind. Marketing, 2001, 16, 39–58.
3.
CaseyB.HiettM.Applying multimedia to technical information: Smooth sailing to the future. In Proceedings of IEEE International Professional Communication Conference IPCC′95, Savannah, Georgia, 1995, pp. 57–61.
4.
MoJ. P. T.MenzelC.An integrated process model driven knowledge based system for remote customer support. Computers in Industry, 1998, 37, 171–183.
5.
GardingenD.WatsonI.A web based CBR system for heating ventilation and air conditioning systems sales support. Knowledge-based Syst., 1999, 12, 207–214.
6.
HuiS. C.FongA. C. M.JhaG.A web-based intelligent fault diagnosis system for customer service support. Engng Applic. Artif. Intell., 2001, 14, 537–548.
7.
ChoiJ.KimY.ParkY.-T.KangS.-H.Agent-based product support logistics system using XML and RDF. Int. J. Syst. Sci., 2002, 33(6), 467–484.
8.
GokerM. H.Roth-BerghoferT.The development and utilisation of the case-based help-desk support system HOMER. EngngApplic. Artif. Intell., 1999, 12, 665–680.
AuriolE.CrowderR. M.McKendrickR.RoweR.KnudsenT.Integrating case-based reasoning and hypermedia documentation: An application for the diagnosis of a welding robot at Odense steel shipyard. Engng Applic. Artif. Intell., 1999, 12, 691–703.
11.
PhamD. T.DimovS. S.SetchiR. M.Intelligent product manuals. Proc. Instn Mech. Engrs, Part I: J. Systems and Control Engineering, 1999, 213(11), 65–76.
12.
PhamD. T.SetchiR. M.DimovS. S.Enhanced product support through intelligent product manuals. Int. J. Syst. Sci., 2002, 33(6), 433–450.
13.
WillsG.SimY.-W.CrowderR.HallW.Open hypermedia for product support. Int. J. Syst. Sci., 2002, 33(6), 421–432.
14.
SetchiR. M.WhiteD.Development of a hypermedia maintenance manual for an advanced manufacturing company. To be published in Int. J. Advd Mfg Technol., 2003.
15.
WatsonI.Applying Case-based Reasoning: Techniques for Enterprise Systems, 1997 (Morgan Kaufmann, San Francisco, California).
16.
LenzM.Case-based Reasoning Technology: From Foundations to Applications, 1998 (Springer, Berlin and New York).
17.
LeeK. S.LuoC.Application of case-based reasoning in die-casting die design. Int. J. Advd Mfg Technol., 2002, 20, 284–295.
18.
HaqueB. U.BelecheanuR. A.BarsonR. J.PawarK. S.Towards the application of case-bound reasoning to decision-making in concurrent product development (concurrent engineering). Knowledge-based Syst., 2000, 13, 101–112.
19.
WatsonI.Case-based reasoning is a methodology not a technology. Knowledge-based Syst., 1999, 12, 303–308.
20.
SmythB.KeaneM. T.Adaptation-guided retrieval: Questioning the similarity assumption in reasoning. Artif. Intell., 1998, 102, 249–293.
