@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}
}
