@InProceedings{20050901,
   author =    {Mazin Gilbert, Jay G. Wilpon, Benjamin Stern, and Giuseppe Di Fabbrizio},
   title =     {Intelligent Virtual Agents for Contact Center Automation},
   booktitle = {IEEE Signal Processing Magazine},
   address =   {Volume 22, Number 5},
   month =     {September},
   year =      {2005, pp.32-45}
}