Alexander V. Smirnov Mikhail Pashkin Nikolai Chilov Tatiana Levashova Andrew Krizhanovsky Alexey Kashevnik Ontology-Based Users and Requests Clustering in Customer Service Management System. 231-246 2005 conf/aisadm/2005 AIS-ADM http://dx.doi.org/10.1007/11492870_19 db/conf/aisadm/aisadm2005.html#SmirnovPCLKK05