Supporting Online Customer Feedback Management with Automatic Review Response Generation Katsiuba, Dzmitry Kew, Tannon Dolata, Mateusz Schwabe, Gerhard 2021-12-24T17:17:36Z 2021-12-24T17:17:36Z 2022-01-04
dc.description.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.
dc.format.extent 11 pages
dc.identifier.doi 10.24251/HICSS.2022.027
dc.identifier.isbn 978-0-9981331-5-7
dc.language.iso eng
dc.relation.ispartof Proceedings of the 55th Hawaii International Conference on System Sciences
dc.rights Attribution-NonCommercial-NoDerivatives 4.0 International
dc.subject Applications of Human-AI Collaboration: Insights from Theory and Practice
dc.subject electronic word of mouth
dc.subject human-ai collaboration
dc.subject managerial response
dc.subject online feedback management
dc.subject response generator
dc.title Supporting Online Customer Feedback Management with Automatic Review Response Generation
dc.type.dcmi text
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