HELPDESK-3 from the Brazilian company TreeTools is a CBR tool designed to automated help desk. It uses heuristic search to retrieve cases and can handle natural language problem descriptions.

A full review and feature comparison of other tools is given in the recent book Applying Case-Based Reasoning - techniques for enterprise systems.

Help desks and customer support.

Windows (we assume).

Phone: (Brazil) 264-7205
treetools@treetools.com.br
http://www.treetools.com.br
(unfortunately this site is in Portuguese only - but we've prepared an English translation)