TFT-LCD薄膜電晶體顯示器為我國重大的「兩兆雙星」產業。CIM系統(Computer Integrated Manufacturing System)主要是利用電腦控制網路與管理技術，將產品由工廠投入到成品產出的所有生產過程與控制整合在一起，CIM的電腦及網路系統整合工廠內生產過程的資訊流與物流功能，以期在最短時間內，用最低的成本生產出品質最佳化的產品。客服中心是TFT-LCD製造工廠CIM系統重要的服務窗口，因為CIM系統需整合各式子系統而變得龐大複雜，各子系統專家所提出的異常處理程序數量多而且程序繁瑣，但是客服中心的人力並不會隨著增加。因此如何協助線上客服人員快速找到正確的異常處理程序是一個關鍵的課題。本研究擬探討建構CIM知識庫系統，將CIM的各子系統及異常處理程序以口語草稿分析法(Verbal Protocol Analysis, VPA) 及問題行為圖(Problem Behavior Graph, PBG)的(Knowledge Acquisition，KA)技術將專家知識轉化為知識庫物件及建立知識法則，再配合知識庫系統之前後向推論機制推論出適當解決方案以解決客服人員的問題。此知識庫系統可以收集並整理工廠內各資訊系統專家的知識，以幫助經驗不足的客服人員迅速的找到問題的分類以及相對應的解決方法，目標是整理並建立CIM系統異常處理知識庫物件及法則，建立CIM系統客服中心的各種功能模組。最後並以各種實際狀況驗證本知識庫系統的各項功能模組，以證明系統知識庫元件以及推論機制的可行性。

TFT-LCD is one of the most important industries in Taiwan. Up to 2006 year's end, Taiwan is the most major large-size TFT-LCD production area in the whole world. CIM (Computer Integrated Manufacturing) System using the most advanced computer and network technology to manage and control the whole production activities in a TFT-LCD factory. The Purpose of CIM system is to integrate the functions of material control and information flows to improve the production efficiency, lower the production cost, and to optimize the product quality. Since the helpdesk is the only service contact window of the CIM system for 7 days 24 hours, and the agent member in helpdesk will not increase as the CIM system becomes more and more complex. How to help the helpdesk agent to find out system problem quickly and solve it correctly becomes a very important and critical issue. In this article we present an approach to develop a knowledge-based system for TFT-LCD Factory CIM Helpdesk, using Knowledge Acquisition (KA) technologies such as VPA (Verbal Protocol Analysis) and PBG (Problem Behavior Graph) processes to collect and analysis knowledge elements from experts of CIM subsystems. Then we developed different inference methods including Forward-Chaining and Backward-Chaining to adapt the different functional requirements for helpdesk agents to solve their problems. Through these processes, the knowledge classes and rules were successfully modeled and the knowledge-based helpdesk system was successfully verified by real test cases in the TFT-LCD factory CIM system.

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