Journal of Intelligence and Information Systems (지능정보연구)

Korea Intelligent Information System Society (한국지능정보시스템학회)
권호 표지

A Hybrid Malfunction Diagnostic System using Rules and Cases

규칙 및 사례기반의 하이브리드 고장진단 시스템

  • 이재식 (아주대학교 경영대학 경영학부) ;
  • 김영길 (아주대학교 대학원 경영정보학과)
  • Published : 1998.06.01
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Abstract

Customer service process is one of the most important processes in today's competitive business environment. Among the various activities of customer service process, equipment malfunction diagnosis activity should be performed fast and accurately. When a customer calls the service center and reports the observed symptoms, he/she describes them in layman's terms. Therefore, the customer-reported symptoms have not been considered helpful information for service representatives. However, in order to perform diagnosis activity fast and accurately, we need to make use of the customer-reported symptoms actively. In this research, we developed three systems called R-EMD (Rule-based Equipment Malfunction Diagnostic system), C-EMD (Case-based Equipment Malfunction Diagnostic system) and R&C-EMD (Rule & Case-based Equipment Malfunction Diagnostic system), each of which diagnoses equipment malfunctions using the customer-reported symptoms. R&C-EMD is a hybrid system that utilizes both rule-based and case-based technologies. The diagnosis rules used in R&C-EMD and R-EMD were not acquired from service manuals or interviews with service representatives. Rater, we extracted them directly from the past diagnosis cases based on symptoms' frequencies. By this way, we were able to overcome the knowledge acquisition bottleneck. Using the real 100 malfunction diagnosis cases, we evaluated the performances of R&C-EMC, R-EMD and C-EMD in terms of speed and accuracy. In diagnosis time, R&C-EMD took longer than R-EMD and shorter than C-EMD. However, R&C-EMC was the best in accuracy.

Keywords

References

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