Van Case-Based Reasoning tot Information Retrieval; Case retrieval voor de helpdesk van een webhosting bedrijf
The helpdesk department of Hostnet, a web hosting company, daily receives 35 up to 50 questions from its customers. Within the domain in which Hostnet operates, only few off-the-shelf manuals exist and this is particularly noticeable on the helpdesk. Currently, only a few possibilities for knowledge management and/or elicitation exist…