%0 Conference Paper %B Proceedings of the 32Nd Annual ACM Conference on Human Factors in Computing Systems %D 2014 %T Towards Crowd-based Customer Service: A Mixed-initiative Tool for Managing Q&A Sites %A Piccardi, Tiziano %A Convertino, Gregorio %A Zancanaro, Massimo %A Wang, Ji %A Archambeau, Cedric %K a %K crowdsourcing %K customer care %K mixed initiative %K q&\#38 %B Proceedings of the 32Nd Annual ACM Conference on Human Factors in Computing Systems %S CHI '14 %I ACM %C New York, NY, USA %P 2725–2734 %@ 978-1-4503-2473-1 %U http://doi.acm.org/10.1145/2556288.2557202 %R 10.1145/2556288.2557202