Intelligent Customer Support for Product Selection with Case-Based Reasoning

  • Ralph Bergmann
  • Sascha Schmitt
  • Armin Stahl
Part of the Studies in Fuzziness and Soft Computing book series (STUDFUZZ, volume 105)


Current product-oriented database search facilities are widely used on the Internet but recognized as limited in capability for intelligent sales support. The vision of intelligent knowledgeable virtual sales agents is to incorporate more knowledge about products, customers, and the sales process into an electronic shop. This chapter describes a knowledge-based technology called case-based reasoning (CBR) and shows how it can be adapted and applied for developing intelligent virtual sales agents. To emphasize the advantages for our approach, we implemented several applications, some of which are in daily use.


Electronic Commerce Product Selection Product Database Sales System Sales Process 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© Springer-Verlag Berlin Heidelberg 2002

Authors and Affiliations

  • Ralph Bergmann
    • 1
  • Sascha Schmitt
    • 2
  • Armin Stahl
    • 2
  1. 1.University of HildesheimGermany
  2. 2.University of KaiserslauternGermany

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