he project is financed by the CDTI and supported by the Ministry of Economy and Competitiveness, with a grant from FEDER funds through the “Operative Program for Intelligent Growth 2014-2020” y CDTI’s own funds.


The general objective of this project was to build a service platform that could be installed above the habitual working tools of a HelpDesk service. This platform generates a knowledge database about the issues addressed by the helpdesk service that can be easily checked by the technics while at work.

A CBR system will add intelligence to the platform, finding the most suitable cases to suggest possible solutions for a given issue, and also helping to optimize the tasks planning.

The whole system is delivered in a SaaS model, where the only real link with the underlying corporate system is a custom ETL procedure that reads its database to keep the platform up to date.

Research institution

Research group Electronic Technology and Industrial Informatics (TIC150) from the University of Seville.


Funded by