ICARUS: Design and Deployment of a Case-Based Reasoning System for Locomotive Diagnostics

This paper reports our experiences in several CBR system building projects. Based on the lessons learned in these projects, we have developed a help desk support tool, Help Desk Builder. It consists of a knowledge management tool and a customer information management tool. The knowledge management tool includes case-based retrieval functions. This paper focuses on the design decisions and architecture of the case-based functions in Help Desk Builder.