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Piccardi T, Convertino G, Zancanaro M, Wang J, Archambeau C. Towards Crowd-based Customer Service: A Mixed-initiative Tool for Managing Q&A Sites. In: Proceedings of the 32Nd Annual ACM Conference on Human Factors in Computing Systems. Proceedings of the 32Nd Annual ACM Conference on Human Factors in Computing Systems. New York, NY, USA; 2014. p. 2725–2734. Available from: http://doi.acm.org/10.1145/2556288.2557202