Influence of the Contact Center Systems Development on Key Performance Indicators. - Miroslaw Plaza; Lukasz Pawlik (IEEE Access, 2021)

Call Transcription Methodology for Contact Center Systems. - Miroslaw Plaza; Lukasz Pawlik; Stanislaw Deniziak (IEEE Access, 2021)

A method for improving bot effectiveness by recognising implicit customer intent in contact centre conversations. - Lukasz Pawlik; Miroslaw Plaza; Stanislaw Deniziak; Ewa Boksa (Speech Commun., 2022)

Google Cloud vs. Azure: sentiment analysis accuracy for Polish and English across content types. - Lukasz Pawlik (J. Cloud Comput., 2025)