Supporting Online Customer Feedback Management with Automatic Review Response Generation

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dc.contributor.authorKatsiuba, Dzmitry
dc.contributor.authorKew, Tannon
dc.contributor.authorDolata, Mateusz
dc.contributor.authorSchwabe, Gerhard
dc.date.accessioned2021-12-24T17:17:36Z
dc.date.available2021-12-24T17:17:36Z
dc.date.issued2022-01-04
dc.description.abstractThe 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.extent11 pages
dc.identifier.doi10.24251/HICSS.2022.027
dc.identifier.isbn978-0-9981331-5-7
dc.identifier.urihttp://hdl.handle.net/10125/79357
dc.language.isoeng
dc.relation.ispartofProceedings of the 55th Hawaii International Conference on System Sciences
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectApplications of Human-AI Collaboration: Insights from Theory and Practice
dc.subjectelectronic word of mouth
dc.subjecthuman-ai collaboration
dc.subjectmanagerial response
dc.subjectonline feedback management
dc.subjectresponse generator
dc.titleSupporting Online Customer Feedback Management with Automatic Review Response Generation
dc.type.dcmitext

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Applications of Human-AI Collaboration: Insights from Theory and Practice