Evaluation of the FastFIX Prototype 5Cs CARD System
The 5Cs architecture offers a hybrid Case And Rule-Driven (CARD) system that supports the Collaborative generation and refinement of a relational structure of Cases, ConditionNodes, Classifications, and Conclusions (hence 5Cs). It stretches the Multiple Classification Ripple Down Rules (MCRDR) algorithm and data structure to encompass collaborative classification, classification merging, and classification re-use. As well, it offers a very lightweight collaborative indexing tool that can act as an information broker to knowledge resources across an organisation’s Intranet or across the broader Internet, and it supports the coexistence of multiple truths in the knowledge base. This paper reports the results of the software trial of the FastFIX prototype – an early implementation of the 5Cs model, in a 24x7 high-volume ICT support centre.
KeywordsSingle Classification Ripple Down Rules Multiple Classification Ripple Down Rules SCRDR MCRDR Knowledge Engineering Knowledge Acquisition CARD top-down rule-driven bottom-up case-driven
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