Joining forces for online feedback management: policy recommendations for human–AI collaboration
Guardat en:
| Publicat a: | Data & Policy vol. 7 (2025) |
|---|---|
| Autor principal: | |
| Altres autors: | , |
| Publicat: |
Cambridge University Press
|
| Matèries: | |
| Accés en línia: | Citation/Abstract Full Text Full Text - PDF |
| Etiquetes: |
Sense etiquetes, Sigues el primer a etiquetar aquest registre!
|
MARC
| LEADER | 00000nab a2200000uu 4500 | ||
|---|---|---|---|
| 001 | 3186951639 | ||
| 003 | UK-CbPIL | ||
| 022 | |a 2632-3249 | ||
| 024 | 7 | |a 10.1017/dap.2025.13 |2 doi | |
| 035 | |a 3186951639 | ||
| 045 | 2 | |b d20250101 |b d20251231 | |
| 100 | 1 | |a Katsiuba, Dzmitry |u Department of Informatics, University of Zurich, Zurich, Switzerland | |
| 245 | 1 | |a Joining forces for online feedback management: policy recommendations for human–AI collaboration | |
| 260 | |b Cambridge University Press |c 2025 | ||
| 513 | |a Journal Article | ||
| 520 | 3 | |a 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. | |
| 653 | |a Artificial intelligence | ||
| 653 | |a Customer services | ||
| 653 | |a Companies | ||
| 653 | |a Humans | ||
| 653 | |a Hospitality industry | ||
| 653 | |a Feedback | ||
| 653 | |a Knowledge management | ||
| 653 | |a Collaboration | ||
| 653 | |a Knowledge based engineering | ||
| 653 | |a Automation | ||
| 653 | |a Writing | ||
| 653 | |a Natural language processing | ||
| 700 | 1 | |a Dolata, Mateusz |u Department of Informatics, University of Zurich, Zurich, Switzerland; Department of Political and Social Sciences, Zeppelin University, Friedrichshafen, Germany | |
| 700 | 1 | |a Schwabe, Gerhard |u Department of Informatics, University of Zurich, Zurich, Switzerland | |
| 773 | 0 | |t Data & Policy |g vol. 7 (2025) | |
| 786 | 0 | |d ProQuest |t Political Science Database | |
| 856 | 4 | 1 | |3 Citation/Abstract |u https://www.proquest.com/docview/3186951639/abstract/embedded/Q8Z64E4HU3OH5N8U?source=fedsrch |
| 856 | 4 | 0 | |3 Full Text |u https://www.proquest.com/docview/3186951639/fulltext/embedded/Q8Z64E4HU3OH5N8U?source=fedsrch |
| 856 | 4 | 0 | |3 Full Text - PDF |u https://www.proquest.com/docview/3186951639/fulltextPDF/embedded/Q8Z64E4HU3OH5N8U?source=fedsrch |