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Knowledge Harvesting, Articulation, and Delivery
Harnessing expert knowledge and automating this knowledge to help solve problems have been the goals of researchers and software practitioners since the early days of artificial intelligence. A tool is described that offers a semiautomated way for software support personnel to use the vast knowledge and experience of experts to provide support to customers.
by Kemal A. Delic and Dominique Lahaix
 Article 10 - may98a10.pdf
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