@article {kosseim_clientele,
	title = {La r{\'e}ponse automatique comme solution {\`a} la gestion des relations avec la client{\`e}le},
	journal = {Revues des sciences et technologies de l{\textquoteright}information (RSTI) s{\'e}rie Ing{\'e}nierie des syst{\`e}mes d{\textquoteright}information (ISI)},
	volume = {8},
	number = {3},
	year = {2003},
	pages = {91-114},
	pdf = {http://rali.iro.umontreal.ca/rali/sites/default/files/publis/KosseimISI2003.pdf},
	author = {Leila Kosseim and Luc Plamondon and Guy Lapalme},
	editor = {{\'E}lisabeth M{\'e}tais and Isabelle Comyn-Wattiau}
}
