Quiz Answer

7. This employee self-service search tool uses natural language and follow-up questions

7. This type of employee self-service search tool allows users to enter a problem using a natural language, then work through a troubleshooting session which narrows the problem with follow-up questions.

ANSWER: D

Case-based reasoning (CBR) tools allow for self service through inputting questions or problems and answering follow-up questions to find a solution. Read about how Chrysler dealership technicians used a CBR tool to resolve automotive problems more quickly and independently.

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This was first published in November 2006

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