Du, Ying, Chen, Liming, Hu, Bo, Patterson, David and Wang, Hui (2010) Facilitating experience reuse: towards a task-based approach. In: The 4th International Conference on Knowledge Science, Engineering & Management (KSEM 2010), Belfast, Northern Ireland. Springer-Verlag. Vol 6291 11 pp. [Conference contribution]
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This paper proposes a task-based approach to facilitate experience reuse in knowledge-intensive work environments, such as the domain of Technical Support. We first present a real-world motivating scenario, product technical support in a global IT enterprise, by studying of which key characteristics of the application domain and user requirements are drawn and analysed. We then develop the associated architecture for enabling the work experience reuse process to address the issues identified from the motivating scenario. Central to the approach is the task ontology that seamlessly integrates different components of the architecture. Work experience reuse amounts to the discovery and retrieval of task instances. In order to compare task instances, we introduce the dynamic weighted task similarity measure that is able to tuning similarity value against the dynamically changing task contextual information. A case study has been carried out to evaluate the proposed approach.
|Item Type:||Conference contribution (Paper)|
|Faculties and Schools:||Faculty of Computing & Engineering|
Faculty of Computing & Engineering > School of Computing and Mathematics
|Research Institutes and Groups:||Computer Science Research Institute|
Computer Science Research Institute > Artificial Intelligence and Applications
Computer Science Research Institute > Smart Environments
|Deposited By:||Dr Liming Chen|
|Deposited On:||07 Apr 2011 15:22|
|Last Modified:||25 May 2011 12:40|
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