Mining user session data to facilitate user interaction with a customer service knowledge base in RightNow Web. - Doug Warner; J. Neal Richter; Stephen D. Durbin; Bikramjit Banerjee (KDD, 2001)

RightNow eService Center: Internet Customer Service Using a Self-Learning Knowledge Base. - Stephen D. Durbin; Doug Warner; J. Neal Richter; Zuzana Gedeon (AAAI/IAAI, 2002)

Information Self-Service with a Knowledge Base That Learns. - Stephen D. Durbin; Doug Warner; J. Neal Richter; Zuzana Gedeon (AI Mag., 2002)

Adaptive web sites: user studies and simulation. - Doug Warner; Stephen D. Durbin; J. Neal Richter; Zuzana Gedeon (WWW, 2006)