Helen Thomas, Richard Foil, Jim Dacus. New Technology Bliss and Plain in a Large Customer Service Center. In David B. Leake, Enric Plaza, editors, Case-Based Reasoning Research and Development, Second International Conference, ICCBR-97, Providence, Rhode Island, USA, July 25-27, 1997, Proceedings. Volume 1266 of Lecture Notes in Computer Science, pages 166-177, Springer, 1997.
Abstract is missing.