Experts Are Only Human:
Expert troubleshooters, being human, suffer from human weaknesses. Here are two important ones, as related to Differential Diagnosis. These weaknesses were originally identified in the 1980s by studying how doctors diagnose, but they are still valid today, and they apply generally to experts in any complex domain.
“Availability”. An Expert can only recall an experience that is in his memory. If he himself has not experienced or learned of a problem, it will not be available to him for consideration during troubleshooting.
“Anchoring”. If a confident expert believes he knows the cause of a problem, there is a strong tendency to seize pre-maturely on that conclusion, in which case only supporting symptoms are acknowledged, and potentially conflicting symptoms are discounted as unimportant.
SpotLight is a powerful differential diagnosis engine that counters these weaknesses.
- It reasons upon a knowledgebase containing the collective experience of an entire community of users, thereby resolving the “availability” concern.
- All candidate solutions are kept in front of the user in a list ranked according to how each matches the reported symptoms as queried by SpotLight, thereby resolving the “anchoring” concern.
- Questions are asked to actively confirm or refute the leading hypothesis, further discouraging anchoring.
©2008 CaseBank Technologies Inc.
The aircraft guided diagnostic service is ideal for users at all levels of expertise. Experienced technicians unfamiliar with an aircraft can be fully up to speed in very little time. It's as if they have an expert on their shoulder asking discriminating questions.
You can free your resident experts from solving routine problems that can be handled by others, allowing your most experienced people to focus on the never-before-seen problems that can best use their knowledge and expertise. And of course, once a new problem gets solved, it is seamlessly added to the knowledgebase where everyone has access to the new knowledge.
CaseBank has made it easy for your technicians to work with the aircraft guided diagnostic service. First of all, it's intuitive. A technician simply enters one or two visible symptoms, and then a dialogue begins with point-and-click ease. The software presents a series of discriminating questions that lead the troubleshooter directly to the most relevant situations.
With its Hybrid Reasoning engine, you are able to work around areas where knowledge is incomplete and, using Fuzzy Logic, can find all relevant solutions even where the information provided is similar to but not exactly the same as what is in the stored knowledgebase.
The aircraft guided diagnostic service's unique ability to discriminate between multiple configurations of aircraft, from fleet down to an individual aircraft, ensures that a troubleshooter is presented with relevant information only. SpotLight - your own private expert guide to solving problems.
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