CBR for Document Retrieval: The FAllQ Project

. This paper reports about a project on document retrieval in an industrial setting. The objective is to provide a tool that helps finding documents related to a given query, such as answers in Frequently Asked Questions databases. A CBR approach has been used to develop a running prototypical system which is currently under practical evaluation. Keywords: Hotline support, document retrieval, case-based reasoning. 1 Introduction Today it is becoming more and more difficult to sell products without a reliable and efficient customer support. This is true both, for industrial equipment as well as for highly complex software systems. The reason for this is that maintenance costs often exceed the initial value and thus become a decision criterion of customers ([6]). In this paper, we report about the FAllQ project which aimed at applying a CBR approach to build a tool for supporting Hotline staff. This project has been performed in cooperation with LHS Dietzenbach, a market leader on the ..