Towards Extracting Customer Needs from Incident Tickets in IT Services. - Lena Eckstein; Niklas Kühl 001; Gerhard Satzger (CBI (1), 2016)

Designing a Smart Service for Customer Need Identification in B2B Ticketing Systems. - Lena Eckstein; Niklas Kühl 001; Gerhard Satzger (Smart Service Management, 2020)

Picking Pearl from Seabed: Extracting Artefacts from Noisy Issue Triaging Collaborative Conversations for Hybrid Cloud Services. - Amar Prakash Azad; Supriyo Ghosh; Ajay Gupta; Harshit Kumar; Prateeti Mohapatra; Lena Eckstein; Leonard Posner; Robert Kern (AAAI, 2022)