@inproceedings{CHI-2002-SuhmBMFGGP,
	author        = "Bernhard Suhm and Josh Bers and Daniel McCarthy and Barbara Freeman and David Getty and Katherine Godfrey and Pat Peterson",
	booktitle     = "{Proceedings of the 20th ACM SIGCHI Conference on Human Factors in Computing Systems: Changing our World, Changing ourselves}",
	doi           = "10.1145/503376.503427",
	isbn          = "1-58113-453-3",
	pages         = "283--290",
	publisher     = "{ACM}",
	title         = "{A comparative study of speech in the call center: natural language call routing vs. touch-tone menus}",
	year          = 2002,
}