Abstract:Nowadays, organizations attempt to retrieve, collect, preserve and manage knowledge and experience of experts in order to reuse them later and to promote innovation. In this sense, Experience Management is one of the important organizational issues. This article is discussed the main ideas of a future Conversational Case-Based Reasoning (CCBR) intended to assist the experts of after-sales service in a French industrial company. The aim of this research is to formalize the experience of experts in after-sales s… Show more
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