1. Explain how CBR supports, rather than replaces, managers in the Verdun system.

Verdun’s system can find similarities between current complaints and previous complaints/calls to the Department of Public Works. Also, the system can find complaints of the same type that occur in the same area at the same time. This kind of complaint analysis helps diminish the number of interventions.
Case retrieval is based first on the type similarity and then on geographic similarity. When a case has been solved, it is automatically added to the case library—
the knowledge base of a CBR system.