Mining user session data to facilitate user interaction with a customer service knowledge base in RightNow Web.

Doug Warner J. Neal Richter Stephen D. Durbin Bikramjit Banerjee Mining user session data to facilitate user interaction with a customer service knowledge base in RightNow Web. 467-472 2001 KDD http://portal.acm.org/citation.cfm?id=502512.502583 db/conf/kdd/kdd2001.html#WarnerRDB01