Journal
ENGINEERING APPLICATIONS OF ARTIFICIAL INTELLIGENCE
Volume 16, Issue 4, Pages 321-333Publisher
PERGAMON-ELSEVIER SCIENCE LTD
DOI: 10.1016/S0952-1976(03)00079-4
Keywords
maintenance; e-service; e-maintenance; negotiation protocol; case-based reasoning; multi-agent systems
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whole product life cycle, no matter where the product and the consumer are located. The combination of modern information processing and communication tools, commonly referred to as Tele-service, offers the technical support required to implement this remote service maintenance. However, this technical support is insufficient to face new remote maintenance decision-makings which requires not only informational exchanges between customers and suppliers but also co-operation and negotiation based on the sharing of different complementary and/or contradictory knowledge. It requires an evolution from Tele-service to E-service and E-maintenance in particular where the maintenance decision-making results from collaboration of maintenance processes and experts to form a Distributed Artificial Intelligence environment. For this purpose, a Problem-Oriented Multi-Agent-Based E-Service System (POMAESS) is introduced in this paper. The protocol of negotiation for multi-agents and the Case-Based Reasoning-based decision support function within this system are discussed, emphasised at the service maintenance problem solving. A prototype system based on these methodologies is developed to demonstrate the feasibility. (C) 2003 Elsevier Ltd. All rights reserved.
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