Abstract
The Stirling KCM (Knowledge Crunching Machine) project is building an intelligent help-desk to aid advisors in Computer Centres when they are helping their clients with computing problems. The system consists of a number of distributed components. The current version interacts with advisory logs held on a remote ORACLE database. We are currently adding an interface to allow the system to use the BRS free-text retrieval package. This will handle retrieval of manuals and documentation.
The whole system is intended to run autonomously, observing the advisor's activities, through the logging interface, and providing help in the form of summaries of previous queries, information about the advisor's client and automatic follow-up and monitoring of queries which are not resolved immediately. We intend that the help-desk should reduce the load on the advisor and that its support activities should not require explicit control from the advisor.
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© 1992 Springer-Verlag Berlin Heidelberg
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Bland, R., Cowie, J., Kane, T., Rattray, C., Wilson, I. (1992). Using a prolog engine to integrate multiple knowledge sources: the KCM/Help-desk project. In: Papazoglou, M.P., Zeleznikow, J. (eds) The Next Generation of Information Systems: From Data to Knowledge. IJCAI 1991. Lecture Notes in Computer Science, vol 611. Springer, Berlin, Heidelberg. https://doi.org/10.1007/3-540-55616-8_45
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DOI: https://doi.org/10.1007/3-540-55616-8_45
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