DEVELOPMENT AND IMPLEMENTATION OF AN EXPERT INFORMATION-SYSTEM (BRITE) USED IN TECHNICAL-SUPPORT OF MEDICAL DIAGNOSTICS CUSTOMERS

We developed BRITE (Bringing Resources and Information to Employees), an expert information retrieval system, for problem solving and retrieving technical product information. Specialists in our Technical Assistance Center (TAC) use the BRITE system on a Pentium workstation to access information in < 3 s. Manuals, technical bulletins, parts lists, and administrative tools such as word processing and network fax are available electronically. The system allows consistent troubleshooting and definition of customers' problems by TAC specialists. BRITE seamlessly integrates expert system, document retrieval, and relational database technologies; the system runs on a token ring local area network, which is part of a Ciba Coming Diagnostics wide area network. Information received over the wide area network is used to develop and update BRITE daily. BRITE is kept current by input or troubleshooting and new applications from TAC specialists.