Intelligent Customer Support for Product Selection with Case-Based Reasoning

Current product-oriented database search facilities are widely used on the Internet but recognized as limited in capability for intelligent sales support. The vision of intelligent knowledgeable virtual sales agents is to incorporate more knowledge about products, customers, and the sales process into an electronic shop. This chapter describes a knowledge-based technology called case-based reasoning (CBR) and shows how it can be adapted and applied for developing intelligent virtual sales agents. To emphasize the advantages for our approach, we implemented several applications, some of which are in daily use.

[1]  Agnar Aamodt,et al.  Case-Based Reasoning: Foundational Issues, Methodological Variations, and System Approaches , 1994, AI Commun..

[2]  Ralph Bergmann,et al.  WEBSELL: Intelligent Sales Assistants for the World Wide Web , 2001, Künstliche Intell..

[3]  Ralph Bergmann,et al.  An Efficient Approach to Similarity-Based Retrieval on Top of Relational Databases , 2000, EWCBR.

[4]  M. Richter,et al.  Utility-Oriented Matching: A New Research Direction for Case-Based Reasoning , 2001 .

[5]  Baek-Gyoon Sung,et al.  A Study on Sales Agent using Case-Based Reasoning for Electronic Commerce , 2000 .

[6]  Ralph Bergmann,et al.  A Similarity-Based Approach to Attribute Selection in User-Adaptive Sales Dialogs , 2001, ICCBR.

[7]  Mario Lenz,et al.  Case Retrieval Nets: Basic Ideas and Extensions , 1996, KI.

[8]  Padraig Cunningham,et al.  A Dynamic Approach to Reducing Dialog in On-Line Decision Guides , 2000, EWCBR.

[9]  Wolfgang Wilke.  Knowledge management for intelligent sales support in electronic commerce , 1999, DISKI.

[10]  Stefan Wess,et al.  Case-Based Reasoning Technology: From Foundations to Applications , 1998, Lecture Notes in Computer Science.

[11]  Mehmet H. Göker.  Designing Industrial Case-Based Reasoning Applications , 2004, ECCBR.

[12]  Ralph Bergmann,et al.  Towards a New Formal Model of Transformational Adaptation in Case-Based Reasoning , 1998, ECAI.

[13]  Barry Smyth,et al.  Advances in Case-Based Reasoning , 1996, Lecture Notes in Computer Science.

[14]  Luc Lamontagne,et al.  Case-Based Reasoning Research and Development , 1997, Lecture Notes in Computer Science.

[15]  Sean Breen,et al.  Developing Industrial Case-Based Reasoning Applications: The INRECA Methodology , 1999 .

[16]  Petra Schubert,et al.  Web assessment-a model for the evaluation and the assessment of successful electronic commerce applications , 1998, Proceedings of the Thirty-First Hawaii International Conference on System Sciences.

[17]  David Leake,et al.  Case-Based Reasoning: Experiences, Lessons and Future Directions , 1996 .

[18]  Ralph Bergmann,et al.  A Formal Approach to Dialogs with Online Customers , 2001, Bled eConference.