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Joining forces for online feedback management: policy recommendations for human–AI collaboration

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Publicat a:Data & Policy vol. 7 (2025)
Autor principal: Katsiuba, Dzmitry
Altres autors: Dolata, Mateusz, Schwabe, Gerhard
Publicat:
Cambridge University Press
Matèries:
Artificial intelligence
Customer services
Companies
Humans
Hospitality industry
Feedback
Knowledge management
Collaboration
Knowledge based engineering
Automation
Writing
Natural language processing
Accés en línia:Citation/Abstract
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Resum:Online customer feedback management (CFM) is becoming increasingly important for businesses. Providing timely and effective responses to guest reviews can be challenging, especially as the volume of reviews grows. This paper explores the response process and the potential for artificial intelligence (AI) augmentation in response formulation. We propose an orchestration concept for human–AI collaboration in co-writing within the hospitality industry, supported by a novel NLP-based solution that combines the strengths of both human and AI. Although complete automation of the response process remains out of reach, our findings offer practical implications for improving response speed and quality through human–AI collaboration. Additionally, we formulate policy recommendations for businesses and regulators in CFM. Our study provides transferable design knowledge for developing future CFM products.
ISSN:2632-3249
DOI:10.1017/dap.2025.13
Font:Political Science Database