A diagnostic advisor

An expert system is being developed at Federal Express Corporation to assist the staff to diagnose problems and help customers recover from errors. The development schedule for the expert system diagnostic advisor, called the Hotline Help Desk, was divided into three phases. The first phase was developing a demonstration system. The second phase, a field test system, was an expanded demonstration system. Two months were allotted for adding as much new diagnostic knowledge as the time allowed. The third phase, the delivery system, is currently in progress. The first production implementation of the diagnostic advisor was completed in November, 1987. Characteristics of the diagnostic advisor are presented.<>