Three CBR systems were created to improve customer support at GE Appliances. The first tool helped call takers answer customers’ questions by using a case base of frequent questions and their answers. This has been in use since 1999. The second tool is a web-based version of the first tool that is designed for customer self-service. This has been in use since early 2000. The third tool is an email handling system that helps customer service answer email questions by storing previous email with their answers. This has been in use since late 2000.