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Supporting Online Customer Feedback Management with Automatic Review Response Generation


Katsiuba, Dzmitry; Kew, Tannon; Dolata, Mateusz; Schwabe, Gerhard (2022). Supporting Online Customer Feedback Management with Automatic Review Response Generation. In: The 55th Hawaii International Conference on System Sciences, Hawaii, 3 January 2022 - 7 January 2022. HICSS, 226-236.

Abstract

The 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.

Abstract

The 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.

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199 downloads since deposited on 19 Jan 2022
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Additional indexing

Contributors:University of Hawai'i at Manoa
Item Type:Conference or Workshop Item (Paper), refereed, original work
Communities & Collections:03 Faculty of Economics > Department of Informatics
Dewey Decimal Classification:000 Computer science, knowledge & systems
Scope:Discipline-based scholarship (basic research)
Language:English
Event End Date:7 January 2022
Deposited On:19 Jan 2022 05:18
Last Modified:06 Mar 2024 14:36
Publisher:HICSS
ISBN:978-0-9981331-5-7
OA Status:Green
Free access at:Official URL. An embargo period may apply.
Publisher DOI:https://doi.org/10.24251/HICSS.2022.027
Official URL:http://hdl.handle.net/10125/79357
Other Identification Number:merlin-id:21804
  • Content: Published Version
  • Licence: Creative Commons: Attribution-NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0)