@conference {Piccardi:2014:TCC:2611247.2557202, title = {Towards Crowd-based Customer Service: A Mixed-initiative Tool for Managing Q\&A Sites}, booktitle = {Proceedings of the 32Nd Annual ACM Conference on Human Factors in Computing Systems}, series = {CHI {\textquoteright}14}, year = {2014}, pages = {2725{\textendash}2734}, publisher = {ACM}, organization = {ACM}, address = {New York, NY, USA}, keywords = {a, crowdsourcing, customer care, mixed initiative, q\&\#38}, isbn = {978-1-4503-2473-1}, doi = {10.1145/2556288.2557202}, url = {http://doi.acm.org/10.1145/2556288.2557202}, author = {Piccardi, Tiziano and Convertino, Gregorio and Zancanaro, Massimo and Wang, Ji and Archambeau, Cedric} }