It is therefore no surprise that early attempts at response automation were knowledge-driven ( Barr and Tessler 1995 ; Watson 1997 ; Delic and Lahaix 1998 ) .
applying casebased reasoning techniques for enterprise systems
I Watson
circumstances can make each inquiry unique , and hence care must be taken to compose a response that does not confuse , irritate , or mislead the customer . It is therefore no surprise that early attempts at response automation were knowledge-driven ( Barr and Tessler 1995 ; Watson 1997 ; Delic and Lahaix 1998 ) . These systems were carefully designed to produce relevant and correct responses , but required significant human input and maintenance ( Delic and Lahaix 1998 ) .
It is therefore no surprise that early attempts at response automation were knowledge-driven ( Barr and Tessler 1995 ; @@CITATION ; Delic and Lahaix 1998 ) .