Power of Language Automation: The Potential for Closing the Loop in Responding to Online Customer Feedback
Files
Date
2024-01-03
Contributor
Advisor
Department
Instructor
Depositor
Speaker
Researcher
Consultant
Interviewer
Narrator
Transcriber
Annotator
Journal Title
Journal ISSN
Volume Title
Publisher
Volume
Number/Issue
Starting Page
381
Ending Page
Alternative Title
Abstract
Online customer feedback management is playing an increasingly important role for businesses. Quickly providing guests with good responses to their reviews can be challenging, especially as the number of reviews increases. To address these challenges, this paper explores the response process and the potential for AI augmentation in the formulation and quality assurance of responses. As part of a design science research approach, it proposes an orchestration concept for humans and AI in intelligence co-writing in the hospitality industry and a novel NLP-based solution, which combines the advantages of human and AI in one application. The evaluation of the developed artifact shows that it is currently not possible to close the loop and automate the response process completely. This study describes the necessary components and provides transferable design knowledge. It opens possibilities for practical applications of NLP and further IS research.
Description
Keywords
Collaboration with Intelligent Systems: Machines as Teammates, artificial intelligence, augmentation of work, human-ai collaboration, managerial response, online feedback management
Citation
Extent
10 pages
Format
Geographic Location
Time Period
Related To
Proceedings of the 57th Hawaii International Conference on System Sciences
Related To (URI)
Table of Contents
Rights
Attribution-NonCommercial-NoDerivatives 4.0 International
Rights Holder
Local Contexts
Email libraryada-l@lists.hawaii.edu if you need this content in ADA-compliant format.