Implementation of Empath X SLA predictive tool for a Government Agency in Singapore. - Alvina Lee Hui Shan; Venky Shankararaman; Eng Lieh Ouh (IEEE Big Data, 2022)

Learnings from a Pilot Hybrid Question Answering System: CQAS: Case Study based on a Singapore Government Agency's Customer Service Centre. - Alvina Lee Hui Shan; Venky Shankararaman; Eng Lieh Ouh (DG.O, 2022)

Extending the Horizon by Empowering Government Customer Service Officers with ACQAR for Enhanced Citizen Service Delivery. - Alvina Lee Hui Shan; Venky Shankararaman; Eng Lieh Ouh (IEEE Big Data, 2023)

Vision Paper: Advancing of AI Explainability for the Use of ChatGPT in Government Agencies - Proposal of A 4-Step Framework. - Alvina Lee Hui Shan; Venky Shankararaman; Eng Lieh Ouh (IEEE Big Data, 2023)

Learnings from Implementing a Pilot Hybrid Question Answering System for a Government Agency in Singapore. - Alvina Lee Hui Shan; Venky Shankararaman; Ouh Eng Lieh (HICSS, 2023)

Enhancing Government Service Delivery: A Case Study of ACQAR Implementation and Lessons Learned from ChatGPT Integration in a Singapore Government Agency. - Alvina Lee Hui Shan; Venky Shankararaman; Eng Lieh Ouh (DG.O, 2024)