Ian Watson, University of Auckland
This paper describes the implementation of a decision support system that helps non-technical front-line reception staff handle complex enquiries on a wide range of local government regulations. The paper describes the knowledge engineering and the knowledge level modelling undertaken for the project. The paper describes the design, implementation and architecture of the resulting distributed system that supports local customisation of the knowledge-base in a controlled managed process. The paper concludes by showing that INFOSHOP can be considered a CBR system that uses derivational replay to solve problems rather than the more common retrieval of problem-solution pairs.