Hironori Takeuchi L. Venkata Subramaniam Tetsuya Nasukawa Shourya Roy Sreeram Balakrishnan A Conversation-Mining System for Gathering Insights to Improve Agent Productivity. 465-468 2007 conf/wecwis/2007 CEC/EEE http://doi.ieeecomputersociety.org/10.1109/CEC-EEE.2007.3 db/conf/wecwis/cec2007.html#TakeuchiSNRB07