Fuzzy sets and semantic nets for on line assistance

We describe the theoretical aspects of the architecture of the whole experimental AI system we built in order to provide effective online assistance to users of new technological systems: the understanding of “how it works” and “how to complete tasks” from queries in natural languages. In our model, procedural semantic networks are used to describe the knowledge of an “ideal” expert while fuzzy sets are used both to describe the approximative and uncertain knowledge of novice users in fuzzy semantic networks which intervene to match fuzzy labels of a query with categories from our “ideal” expert