مؤتمر
Power of Language Automation: The Potential for Closing the Loop in Responding to Online Customer Feedback
| العنوان: | Power of Language Automation: The Potential for Closing the Loop in Responding to Online Customer Feedback |
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| المؤلفون: | Katsiuba, Dzmitry, Dolata, Mateusz, Schwabe, Gerhard |
| المصدر: | Katsiuba, Dzmitry; Dolata, Mateusz; Schwabe, Gerhard (2024). Power of Language Automation: The Potential for Closing the Loop in Responding to Online Customer Feedback. In: Hawaii International Conference on System Sciences 2024 (HICSS-57), Honolulu, 3 January 2024 - 6 January 2024. Hawaii International Conference on System Sciences (HICSS), 381-391. |
| بيانات النشر: | Hawaii International Conference on System Sciences (HICSS) |
| سنة النشر: | 2024 |
| المجموعة: | University of Zurich (UZH): ZORA (Zurich Open Repository and Archive |
| مصطلحات موضوعية: | Department of Informatics, 000 Computer science, knowledge & systems, Online feedback management, Managerial response, Artificial intelligence, Augmentation of work, Human-AI Collaboration |
| الوصف: | 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. |
| نوع الوثيقة: | conference object |
| وصف الملف: | application/pdf |
| اللغة: | English |
| ردمك: | 978-0-9981331-7-1 0-9981331-7-5 |
| تدمد: | 2572-6862 |
| العلاقة: | https://www.zora.uzh.ch/id/eprint/254774/1/HICSS2024_Published.pdfTest; urn:isbn:978-0-9981331-7-1; urn:issn:2572-6862 |
| DOI: | 10.5167/uzh-254774 |
| الإتاحة: | https://doi.org/10.5167/uzh-254774Test https://www.zora.uzh.ch/id/eprint/254774Test/ https://www.zora.uzh.ch/id/eprint/254774/1/HICSS2024_Published.pdfTest https://hdl.handle.net/10125/106421Test |
| حقوق: | info:eu-repo/semantics/openAccess ; Creative Commons: Attribution-NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0) ; http://creativecommons.org/licenses/by-nc-nd/4.0Test/ |
| رقم الانضمام: | edsbas.76AC9AC6 |
| قاعدة البيانات: | BASE |
| ردمك: | 9780998133171 0998133175 |
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| تدمد: | 25726862 |
| DOI: | 10.5167/uzh-254774 |