Case-based reasoning (CBR) is an intelligent-systems method that enables information managers to increase efficiency and reduce cost by substantially automating processes such as diagnosis, scheduling and design. A case-based reasoner works by matching new problems to "cases" from a historical database and then adapting successful solutions from the past to current situations. Organizations as diverse as IBM, VISA International, Volkswagen, British Airways, and NASA have already made use of CBR in applications such as customer support, quality assurance, aircraft maintenance, process planning, and decision support, and many more applications are easily imaginable.
The above mentioned cases each constitute a unique situation encountered in a certain domain. Every case consists of various attributes, which lead to a certain solution. The combination of attributes and the corresponding solution is unique in the case-base. A collection of cases is called a case base and makes it possible to support for instance decision support for a specific part of a domain. By using knowledge acquisition techniques and interviewing experts, the knowledge engineer is able to define the cases and insert them into the case-base.
Cases used within a "Lessons Learned" architecture describe the situation/context in which the corresponding project occurred. The solution to a case is the pointer the "Lessons Learned".
To build a case base in an efficient and effective way, the CBR tool must support the maintenance on the case-base i.e. adding, refining and removing cases.
The knowledge administrator is responsible for the case base maintenance. By collecting feedback from the users, the knowledge administrator is able to add and refine specific cases.
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