Insight into interface design of web-based case-based reasoning retrieval systems

Case-based reasoning (CBR) is an innovative approach for problem solving. The concept of CBR is that people solve problems by retrieving past solutions based on similar problems. These new solutions are adapted from the old solutions to solve the new problem. Case-based reasoning (CBR) in computer applications has drawn considerable attention over the last 20 years with a large number of successful computer applications including those that assist with customer support, sales support, diagnostics, and help-desk systems. However, most studies on applications that implement case-based reasoning have used system-based design research and have focused on functional capability and implementation. Little attention has been given to user interface design in CBR systems. In this article, we provide a review of case retrieval interfaces of CBR systems. Based on this review and our own CBR interface design experience, insights for designing conversational and feature-based CBR user interfaces are provided.