Supporting Online Customer Feedback Management with Automatic Review Response Generation

Date
2022-01-04
Authors
Katsiuba, Dzmitry
Kew, Tannon
Dolata, Mateusz
Schwabe, Gerhard
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Abstract
The growing amount of online reviews plays a significant role in a business' image and performance. Businesses in the hospitality industry often lack necessary resources to organize and manage online customer feedback and are therefore likely to search for alternative ways to handle this. AI-based technologies may offer valuable solutions. However, there is currently little research on if and how AI solutions may support the process of responding to online customer feedback in the hospitality industry. This paper presents and evaluates a concept for assisting customer feedback management with automatically generated responses to online reviews. Our solution contributes to ongoing investigations into text generation applications for supporting human authors and also proposes new approaches and potential business models for managing online customer feedback.
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Keywords
Applications of Human-AI Collaboration: Insights from Theory and Practice, electronic word of mouth, human-ai collaboration, managerial response, online feedback management, response generator
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