Case-Based Reasoning at General Electric

William Cheetham, Anil Varma, and Kai Goebel, General Electric Company, USA

General Electric has created case-based reasoning systems for remote diagnostics, call center automation, and internal productivity projects. CBR applications have been used to remotely diagnose x-ray machines, locomotives, and aircraft engines. Call centers have CBR systems that assist call takers in helping customers, provide web based customer self-service, and suggest standard responses to e-mail message. Productivity tools based on CBR have automated the appraisal of residential property for GE Mortgage, helped GE Plastics determine the correct pigments for creating a custom color plastic, and allowed GE Plastics to provide a web based tool for selecting a plastics’ color

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