Pat Peterson

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Suhm, Bernhard, Bers, Josh, McCarthy, Dan, Freeman, Barbara, Getty, David, Godfrey, Katherine, Peterson, Pat (2002): A comparative study of speech in the call center: natural language call routing vs. touch-. In: Terveen, Loren (eds.) Proceedings of the ACM CHI 2002 Conference on Human Factors in Computing Systems Conference April 20-25, 2002, Minneapolis, Minnesota. pp. 283-290.

Suhm, Bernhard, Peterson, Pat (2009): Call browser: a system to improve the caller experience by analyzing live calls end-to-end. In: Proceedings of ACM CHI 2009 Conference on Human Factors in Computing Systems , 2009, . pp. 1313-1322.