| Personalised Technical Support For Text-Based Interactions: A Validation Study | 0 | 0.34 | 2016 |
| Empirically Derived Recommendations for Personalised Text-Based Technical Support. | 1 | 0.39 | 2016 |
| Characterising Users Through an Analysis of On-line Technical Support Forums. | 2 | 0.42 | 2015 |
| An empirically derived personalisation framework for technical support | 0 | 0.34 | 2014 |
