遠端診斷與除錯系統的複合式知識儲存與擷取模型

A Hybrid Knowledge Storage and Retrieving Model for Remote Diagnosis and Troubleshooting System

10.6188/JEB.2006.8(2).03

徐煥智(Huan-Jyh Shyur)；廖建賀(Chien-He Liao)

貝氏認知綱路 ； 案例式認知模式 ； 遠端系統診斷與除錯 ； Bayesian Belief Network ； Case-based Reasoning ； Remote Diagnosis & Troubleshooting

電子商務學報

8卷2期（2006 / 06 / 01）

219 - 233

繁體中文

客戶服務的品質已成為現代企業維持競爭優勢的一個重要因素。遠端系統診斷(Remote Diagnosis)與除錯(Troubleshooting)的功能將可適時用來協助與強化自動化客戶服務的機能，而此功能的發揮有賴於後端密集知識的支援。本研究利用貝氏認知網路並結合案例式認知模型來建置一個客戶端的產品維修診斷系統，將企業後端許多具不確定性因素的知識作結構性的儲存並能有效的透過簡易的介面提供給前端使用者來加以使用。在本文中我們說明了整合上述模型的方法與原因，並實作一案例以驗證本模式的可行性。此案例亦可作為未來企業應用時的參考。

The quality of the customer service has become a point of competitive distinction and positional advantage. The functionality of remote system diagnosis and troubleshooting can increase the quality of customer service. However, to provide such a new functionality, business must possess a highly concentrated backstage support capability. In this study we develop an intelligent self customer trouble-shooting assistant system using a hybrid method which integrates Bayesian Belief Network (BBN) and Case-based Reasoning model for customer problems solving. The proposed method performs probability inference to model uncertain domain knowledge and allows unique experience to be memorized and retrieved in a more easy way. The techniques described are demonstrated by an example developed in our laboratory. The example can be a reference model for the people who are interesting to develop a self customer service system.

1. Antal, P.,Verrelst, H.,Timmerman, D.,Moreau, Y.,Van Huffel, S.,Dc Moor, B.,Vergote, I.(2000).Bayesian Networks in Ovarian Cancer Diagnosis: Potentials and Limitations.13th IEEE Syposium on Computer-Based Medical systems
2. Caulier, P.,Houriez, B.(1995).A Case-based Reasoning Approach in Network Traffic Control.IEEE International Conference on Systems, Man and Cybernetics, Intelligent Systems for the 21st Century
3. Chan, C.,Chen, L.,Chen, L. L.(1999).Development of an Intelligent Case-Based System for Help Desk Operations.1999 IEEE Canadian Conference on Electrical and Computer Engineering
4. Chulani, S.,Boehm, B.,Steece, B.(1999).Bayesian Analysis of Empirical Software Engineering Cost Models.IEEE Transactions on Software Engineering,25(4),573-583.
5. Cronk, R.N.,Callahan, P. H.,Bernstein, L.(1988).Rule-based Expert Systems for Network Management and Operations: an Introduction.IEEE Network,2(5),7-21.
6. Dey, S,Stori, J.A.(2005).A Bayesian network approach to root cause diagnosis of process variations.International Journal of Machine Tools & Manufacture,45(1),75-91.
7. Gerevini, A.,Irler, W. J.,Antolini, R.,Vergara, G.,Furlanello, F.(1991).Modeling the Treatment Scheme of Sustained Ventricular Tachycardia with a Bayesian Belief Network.Computers in Cardiology 1990, proceedings,585-588.
8. Hsu, C. C.,Ho, C. S.(1998).A Hybrid Case-based Medical Diagnosis System.IEEE International Conference on Tools with Artificial Intelligence
9. Jensen, F. V.(1995).Department of Mathematics and Computer Science.Aalborg University.
10. Kirsch, H.,Kroschel, K.(1994).Applying Bayesian Networks to Fault Diagnosis.IEEE Conference on Control Applications
11. Kumar, V.P.,Desai, U. B.(1996).Image Interpretation Using Bayesian Networks.IEEE Transactions on Pattern Analysis and Machine Intelligence,18(1),74-77.
12. Lees, B.(1997).Engineering Design Support Through Case-based Reasoning.IEE Colloquium on Intelligent Design Systems.
13. LeGuillou, Cauvin, C.,J. M.,Solaiman, B.,Robaszkiewicz, M.,Roux, C.(1999).Case-based Reasoning (CBR) in Endoscopic Images Diagnosis Aid.BMES/EMBS Conference
14. Lewis, R.W.,Ransing, R.S.(1997).Semantically constrained Bayesian network for manufacturing diagnosis.International Journal of Production Research,35(8),2171-2187.
15. Liu, L.,Mi, Z.,Zhang, Z.,Liu, B.(1998).Research on Case Organization and Retrieval of Case and Rule Based Reasoning Approaches for Electric Power Engineering Design.International Conference on Power System Technology
16. Luttrell, S. P.(1993).An Adaptive Bayesian Network for Low-level Image Processing.Third International Conference on Artificial Neural Networks
17. Mast, T.A.,Reed, A. T.,Yurkovich, S.,Ashby, M.,Adibhatla, S.(1999).Bayesian Belief Networks for Fault Identification in Aircraft Gas Turbine Engines.IEEE International Conference on Control Applications
18. McCabe, B.(2001).Belief Networks for Engineering Applications.International Journal of Technology Management,21(3-4),257-270.
19. Mishra, A.,Adali, T.(1999).Bayesian Belief Networks for Effective Troubleshooting.Neural Networks, IJCNN '99., International Joint Conference on
20. Nikovski, D.(2000).Constructing Bayesian Networks for Medical Diagnosis from Incomplete and Partially Correct Statistics.IEEE Transactions on Knowledge and Data Engineering,12(4),509-516.
21. Stamelos, I.,Angelis, L.,Dimou, P.,Sakellaris, E.(2003).On the Use of Bayesian Belief Networks for the Prediction of Software Productivity.Information and Software Technology,45(1),51-60.
22. Teague, K.(2000).Globalizing E-support: Avoiding the headaches, reaping the rewards.Call Center CRM Solutions, Norwalk.
23. Wong, M. L.,Lam, W.,Leung K. S.(1999).Using Evolutionary Programming and Minimum Description Length Principle for Data Mining of Bayesian Networks.IEEE Transactions on Pattern Analysis and Machine Intelligence,21(2),174-178.
24. Xu, L.D.(1995).Case based reasoning.IEEE Potentials,13(5),10-13.
25. Yang, H.,Lu, W. F.,Li A. C.(1992).A Framework for Using Case Based Reasoning in Automated Process Planning.Concurrent Engineering,59(1),101-114.
26. Yu, D.C.,Nguyen, T. C.,Haddawy, P.(1999).Bayesian Network Model for Reliability Assessment of Power Systems.IEEE Transactions on Power Systems,14(2),426-432.
27. Ziv, H.,Richardson, D. J.(1997).Constructing Bayesian-network Models of Software Testing and Maintenance Uncertainties.International Conference on Software Maintenance