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Knowledge Based Systems for Help Desk Support

A research project sponsored by BTplc from June to December 1991.

Publications

1993 A.M. Dearden & D.G. Bridge Choosing a Knowledge Based System to support a Help Desk. Knowledge Engineering Review, 8(3), 201 - 222

1992 D.G. Bridge & A.M. Dearden Knowledge Based Systems Support for Help Desk Operations: A Reference Model. Int. J. Systems Research and Information Science, 5, 217 - 234.