Modelling human cognition in problem diagnosis: A hybrid case-based reasoning methodology

Abstract

As modern business functions become more knowledge-intensive, the demand for intelligent and knowledge-based systems has increased. Part of the challenge of developing quality expert systems lies in the effective modelling of cognitive processes of human experts and representation of various forms of related knowledge in a domain. This paper describes a cognitive-driven methodology for the development of expert systems based on a hybrid reasoning approach. The methodology incorporates a hybrid case-based reasoning (CBR) framework of techniques which include case memory organisation networks, case indexing and retrieval schemes; and an interactive and incremental style of reasoning. The paper will discuss the design and implementation of an expert system in a problem response help desk environment of a local bank, as an example of a successful application of this methodology.