Retrieving answers from frequently asked questions pages on the web
Proceedings of the 14th ACM international conference on Information and knowledge management
Automatic analysis of call-center conversations
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CallAssist: helping call center agents in preference elicitation
VLDB '07 Proceedings of the 33rd international conference on Very large data bases
Helping satisfy multiple objectives during a service desk conversation
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A meta-learning approach for selecting between response automation strategies in a help-desk domain
AAAI'07 Proceedings of the 22nd national conference on Artificial intelligence - Volume 1
A predictive approach to help-desk response generation
IJCAI'07 Proceedings of the 20th international joint conference on Artifical intelligence
Automating help-desk responses: a comparative study of information-gathering approaches
SumQA '06 Proceedings of the Workshop on Task-Focused Summarization and Question Answering
An empirical study of corpus-based response automation methods for an e-mail-based help-desk domain
Computational Linguistics
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IBM Journal of Research and Development
Privacy protected knowledge management in services with emphasis on quality data
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Analysis and synthesis of help-desk responses
KES'05 Proceedings of the 9th international conference on Knowledge-Based Intelligent Information and Engineering Systems - Volume Part III
A comparative study of information-gathering approaches for answering help-desk email inquiries
AI'06 Proceedings of the 19th Australian joint conference on Artificial Intelligence: advances in Artificial Intelligence
Learning from the past: answering new questions with past answers
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