{"id":"https://openalex.org/W108249341","doi":null,"title":"Case-based retrieval interface adapted to customer-initiated dialogues in help desk operations","display_name":"Case-based retrieval interface adapted to customer-initiated dialogues in help desk operations","publication_year":1994,"publication_date":"1994-08-01","ids":{"openalex":"https://openalex.org/W108249341","mag":"108249341"},"language":"en","primary_location":{"id":"mag:108249341","doi":null,"is_oa":false,"landing_page_url":"http://dblp.uni-trier.de/db/conf/aaai/aaai94-1.html#ShimazuSN94","pdf_url":null,"source":{"id":"https://openalex.org/S4306420577","display_name":"National Conference on Artificial Intelligence","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"National Conference on Artificial Intelligence","raw_type":null},"volume":null,"type":"conference-paper","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5035799047","display_name":"Hideo Shimazu","orcid":"https://orcid.org/0000-0001-9846-2868","observed_orcids":["https://orcid.org/0000-0001-9846-2868"]},"institutions":[{"id":"https://openalex.org/I118347220","display_name":"NEC (Japan)","ror":"https://ror.org/04jndar25","country_code":"JP","type":"company","lineage":["https://openalex.org/I118347220"]}],"countries":["JP"],"is_corresponding":false,"raw_author_name":"Hideo Shimazu","raw_affiliation_strings":["Information Technology Research Laboratories, NEC Corporation, Miyamae-ku, Kawasaki, Japan#TAB#"],"raw_orcid":"https://orcid.org/0000-0001-9846-2868","affiliations":[{"raw_affiliation_string":"Information Technology Research Laboratories, NEC Corporation, Miyamae-ku, Kawasaki, Japan#TAB#","institution_ids":["https://openalex.org/I118347220"]}]},{"author_position":"middle","author":{"id":null,"display_name":"Akihiro Shibata","orcid":"https://orcid.org/0000-0002-1924-9485","observed_orcids":["https://orcid.org/0000-0002-1924-9485"]},"institutions":[{"id":"https://openalex.org/I118347220","display_name":"NEC (Japan)","ror":"https://ror.org/04jndar25","country_code":"JP","type":"company","lineage":["https://openalex.org/I118347220"]}],"countries":["JP"],"is_corresponding":false,"raw_author_name":"Akihiro Shibata","raw_affiliation_strings":["Information Technology Research Laboratories, NEC Corporation, Miyamae-ku, Kawasaki, Japan#TAB#"],"raw_orcid":"https://orcid.org/0000-0002-1924-9485","affiliations":[{"raw_affiliation_string":"Information Technology Research Laboratories, NEC Corporation, Miyamae-ku, Kawasaki, Japan#TAB#","institution_ids":["https://openalex.org/I118347220"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5002511996","display_name":"\u514b\u5df1 \u4e8c\u74f6","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I118347220","display_name":"NEC (Japan)","ror":"https://ror.org/04jndar25","country_code":"JP","type":"company","lineage":["https://openalex.org/I118347220"]}],"countries":["JP"],"is_corresponding":false,"raw_author_name":"Katsumi Nihei","raw_affiliation_strings":["Information Technology Research Laboratories, NEC Corporation, Miyamae-ku, Kawasaki, Japan#TAB#"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Information Technology Research Laboratories, NEC Corporation, Miyamae-ku, Kawasaki, Japan#TAB#","institution_ids":["https://openalex.org/I118347220"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I118347220"],"apc_list":null,"apc_paid":null,"fwci":1.5255,"has_fulltext":false,"cited_by_count":28,"citation_normalized_percentile":{"value":0.79179545,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"1","issue":null,"first_page":"513","last_page":"518"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10906","display_name":"AI-based Problem Solving and Planning","score":0.9990000128746033,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T10906","display_name":"AI-based Problem Solving and Planning","score":0.9990000128746033,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10286","display_name":"Information Retrieval and Search Behavior","score":0.00039999998989515007,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T11734","display_name":"Decision Support System Applications","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/case-based-reasoning","display_name":"case-based reasoning","score":0.9279999732971191},{"id":"https://openalex.org/keywords/case-based-retrieval","display_name":"case-based retrieval","score":0.7910000085830688},{"id":"https://openalex.org/keywords/help-desk","display_name":"help desk","score":0.8379999995231628},{"id":"https://openalex.org/keywords/customer-service","display_name":"customer service","score":0.7599999904632568},{"id":"https://openalex.org/keywords/similarity-analysis","display_name":"similarity analysis","score":0.5889999866485596},{"id":"https://openalex.org/keywords/caret","display_name":"caret","score":0.6610000133514404},{"id":"https://openalex.org/keywords/relational-database-management-systems","display_name":"relational database management systems","score":0.9150000214576721},{"id":"https://openalex.org/keywords/situation-assessment","display_name":"situation assessment","score":0.6380000114440918},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.6169999837875366}],"concepts":[{"id":"https://openalex.org/C2776545233","wikidata":"https://www.wikidata.org/wiki/Q1064858","display_name":"Desk","level":2,"score":0.8230364322662354},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7700751423835754},{"id":"https://openalex.org/C24394798","wikidata":"https://www.wikidata.org/wiki/Q192588","display_name":"Relational database management system","level":3,"score":0.7145274877548218},{"id":"https://openalex.org/C113843644","wikidata":"https://www.wikidata.org/wiki/Q901882","display_name":"Interface (matter)","level":4,"score":0.6945353746414185},{"id":"https://openalex.org/C5655090","wikidata":"https://www.wikidata.org/wiki/Q192588","display_name":"Relational database","level":2,"score":0.5784793496131897},{"id":"https://openalex.org/C20162079","wikidata":"https://www.wikidata.org/wiki/Q1151406","display_name":"Case-based reasoning","level":2,"score":0.5688036680221558},{"id":"https://openalex.org/C103278499","wikidata":"https://www.wikidata.org/wiki/Q254465","display_name":"Similarity (geometry)","level":3,"score":0.5157747268676758},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.47306692600250244},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4701908826828003},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.4356740713119507},{"id":"https://openalex.org/C23123220","wikidata":"https://www.wikidata.org/wiki/Q816826","display_name":"Information retrieval","level":1,"score":0.43243739008903503},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.4243682026863098},{"id":"https://openalex.org/C77088390","wikidata":"https://www.wikidata.org/wiki/Q8513","display_name":"Database","level":1,"score":0.34858107566833496},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.26517820358276367},{"id":"https://openalex.org/C129307140","wikidata":"https://www.wikidata.org/wiki/Q6795880","display_name":"Maximum bubble pressure method","level":3,"score":0.0},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.0},{"id":"https://openalex.org/C115961682","wikidata":"https://www.wikidata.org/wiki/Q860623","display_name":"Image (mathematics)","level":2,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C136264566","wikidata":"https://www.wikidata.org/wiki/Q159810","display_name":"Economy","level":1,"score":0.0},{"id":"https://openalex.org/C157915830","wikidata":"https://www.wikidata.org/wiki/Q2928001","display_name":"Bubble","level":2,"score":0.0},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.0},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.0},{"id":"https://openalex.org/C173608175","wikidata":"https://www.wikidata.org/wiki/Q232661","display_name":"Parallel computing","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"mag:108249341","doi":null,"is_oa":false,"landing_page_url":"http://dblp.uni-trier.de/db/conf/aaai/aaai94-1.html#ShimazuSN94","pdf_url":null,"source":{"id":"https://openalex.org/S4306420577","display_name":"National Conference on Artificial Intelligence","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"National Conference on Artificial Intelligence","raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":9,"referenced_works":["https://openalex.org/W32412970","https://openalex.org/W64525635","https://openalex.org/W123366752","https://openalex.org/W169111569","https://openalex.org/W1500151553","https://openalex.org/W2013012235","https://openalex.org/W2061679668","https://openalex.org/W2078899235","https://openalex.org/W2082695062"],"related_works":["https://openalex.org/W48148162","https://openalex.org/W2049323146","https://openalex.org/W2274841759","https://openalex.org/W191990852","https://openalex.org/W1874464330","https://openalex.org/W3020715067","https://openalex.org/W7097446343","https://openalex.org/W2204785742","https://openalex.org/W6930946208","https://openalex.org/W2296315279"],"abstract_inverted_index":{"Help":[0],"desk":[1],"systems":[2],"have":[3],"become":[4],"increasingly":[5],"important":[6],"in":[7,25,100],"the":[8,26,63,94,101],"efforts":[9],"of":[10,28,65,75,88],"corporations":[11],"to":[12,45,67,78],"maintain":[13],"customer":[14,39],"satisfaction,":[15],"and":[16,93],"Case-Based":[17],"Reasoning":[18],"(CBR)":[19],"provides":[20],"promising":[21],"techniques":[22],"for":[23],"use":[24],"improvement":[27],"such":[29],"systems.":[30],"This":[31],"paper":[32],"describes":[33],"multiple":[34],"interface":[35,56,92],"modes":[36],"by":[37],"which":[38],"service":[40],"operators":[41],"can":[42],"respond":[43],"rapidly":[44],"customer-initiated":[46],"inquiries,":[47],"retrieving/storing":[48],"case":[49],"data":[50],"from/into":[51],"a":[52,58],"case-base.":[53],"The":[54,90],"proposed":[55,91],"addresses":[57],"major":[59],"situation":[60],"assessment":[61,96],"problem,":[62],"difficulty":[64],"attempting":[66],"match":[68],"what":[69],"may":[70],"be":[71,79],"completely":[72],"different":[73],"descriptions":[74,82],"an":[76],"item":[77],"retrieved,":[80],"i.e.":[81],"resulting":[83],"from":[84],"vastly":[85],"differing":[86],"points":[87],"view.":[89],"similarity":[95],"algorithm":[97],"are":[98],"implemented":[99],"CARET":[102],"case-based":[103],"retrieval":[104],"tool":[105],"operating":[106],"on":[107],"commercial":[108],"Relational":[109],"Database":[110],"Management":[111],"Systems":[112],"(RDBMS).":[113]},"counts_by_year":[],"updated_date":"2026-10-12T09:40:04.860316","created_date":"2016-06-24T00:00:00"}
