Ullas Nambiar Himanshu Gupta Raju Balakrishnan Mukesh K. Mohania Helping satisfy multiple objectives during a service desk conversation. 1147-1158 2008 SIGMOD Conference http://doi.acm.org/10.1145/1376616.1376731 conf/sigmod/2008 db/conf/sigmod/sigmod2008.html#NambiarGBM08