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Providing expert advice by analogy for on-line help

机译：类比提供专家建议，以提供在线帮助

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One of the principal problems of online help is the mismatch between the specialized knowledge and technical vocabulary of experts who are providing the help, and the relative naivete of novices, who usually are often not in a position to understand solutions expressed by the expert in their own terms. Most of the interfaces are plagued by recurrent key problems: 1) elicitation - how to ask questions that enable the helper to make decisions, and at the same time, are understandable to the novice, and 2) explanation - how to explain rationale behind expert decisions in terms that the user can understand. One of the best ways to do this is for the expert to provide analogies in terms of Commonsense knowledge, which provide metaphors that help novices learn problem-solving skills. SuggestDesk is a system that acts as an advisor to an online technical support person. It uses a large Commonsense knowledge base to search for analogies between known technical problem-solution pairs, and situations and events in everyday life that can be used to explain them.
机译：在线帮助的主要问题之一是提供帮助的专家的专业知识和技术词汇之间的不匹配以及新手的相对天真，这些新手通常无法理解专家在其服务中所表达的解决方案。自己的条件。大多数界面都受到反复出现的关键问题的困扰：1）启发-如何提出使助手做出决定的问题，同时新手可以理解，以及2）解释-如何解释专家背后的原理用户可以理解的决定。最好的方法之一是让专家根据常识提供类比，提供比喻来帮助新手学习解决问题的技能。 SuggestDesk是一个充当在线技术支持人员顾问的系统。它使用大量的常识知识库来搜索已知的技术问题解决方案对与日常生活中的情况和事件之间的类比，并以此来解释它们。

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