Artificially Human: Examining the Potential of Text-Generating Technologies in Online Customer Feedback Management

2023 | International Conference on Information Systems | Citations: 0

Authors: Katsiuba, Dzmitry; Kew, Tannon; Dolata, Mateusz; Gurica, Matej; Schwabe, Gerhard

Abstract: Online customer feedback management plays an increasingly important role for bu ... Expand

Abstract: Online customer feedback management plays an increasingly important role for businesses. Yet providing customers with good responses to their reviews can be challenging, especially as the number of reviews grows. This paper explores the potential of using generative AI to formulate responses to customer reviews. Using advanced NLP techniques, we generated responses to reviews in different authoring configurations. To compare the communicative effectiveness of AI-generated and human-written responses, we conducted an online experiment with 502 participants. The results show that a Large Language Model performed remarkably well in this context. By providing concrete evidence of the quality of AI-generated responses, we contribute to the growing body of knowledge in this area. Our findings may have implications for businesses seeking to improve their customer feedback management strategies, and for researchers interested in the intersection of AI and customer feedback. This opens opportunities for practical applications of NLP and for further IS research. Collapse

Topics: generative AI online review Turing test artificial intelligence marketing management

Methods: survey experiment natural language processing survey design Kruskal Wallis test

Ethical framework for Artificial Intelligence and Digital technologies

2022 | International Journal of Information Management | Citations: 9

Authors: Ashok, Mona; Madan, Rohit; Joha, Anton; Sivarajah, Uthayasankar

Abstract: The use of Artificial Intelligence (AI) in Digital technologies (DT) is prolifer ... Expand

Abstract: The use of Artificial Intelligence (AI) in Digital technologies (DT) is proliferating a profound socio-technical transformation. Governments and AI scholarship have endorsed key AI principles but lack direction at the implementation level. Through a systematic literature review of 59 papers, this paper contributes to the critical debate on the ethical use of AI in DTs beyond high-level AI principles. To our knowledge, this is the first paper that identifies 14 digital ethics implications for the use of AI in seven DT archetypes using a novel ontological framework (physical, cognitive, information, and governance). The paper presents key findings of the review and a conceptual model with twelve propositions highlighting the impact of digital ethics implications on societal impact, as moderated by DT archetypes and mediated by organisational impact. The implications of intelligi­ bility, accountability, fairness, and autonomy (under the cognitive domain), and privacy (under the information domain) are the most widely discussed in our sample. Furthermore, ethical implications related to the gover­ nance domain are shown to be generally applicable for most DT archetypes. Implications under the physical domain are less prominent when it comes to AI diffusion with one exception (safety). The key findings and resulting conceptual model have academic and professional implications. Collapse

Topics: artificial intelligence societal evaluation criteria privacy organizational impact business model

Methods: structured literature research synthesis conceptual modelling literature study literature sample

Theories: semiotic theory

Supporting Online Customer Feedback Management with Automatic Review Response Generation

2022 | HICSS | Citations: 1

Authors: Katsiuba, Dzmitry; Kew, Tannon; Dolata, Mateusz; Schwabe, Gerhard

Abstract: The growing amount of online reviews plays a significant role in a business' ima ... Expand

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. Collapse

Topics: artificial intelligence online review business model outsourcing Turing test

Methods: survey natural language processing survey design descriptive statistic design artifact

Engagement in online health communities: Channel expansion and social exchanges

2021 | Information & Management | Citations: 15

Authors: Mirzaei, Tala; Esmaeilzadeh, Pouyan

Abstract: This paper contributes to the discussion on patient engagement in online health ... Expand

Abstract: This paper contributes to the discussion on patient engagement in online health communities (OHCs) by inte­ grating channel expansion and social exchange theories. Using survey data from 348 users of OHC, we examine the impacts of perceived channel richness, social support, and willingness to exchange information on OHC engagement. Results show that the perceived channel richness positively influences OHC engagement. The effect of patients’ willingness to share and seek information on engagement is moderated by health status. Finally, engagement in OHCs enhances self-care efficacy and perceived health outcomes. We propose several theoretical implications for researchers and practical contributions for OHC administrators. Collapse

Topics: information exchange healthcare data usability media richness online community

Methods: survey conceptual modelling descriptive statistic data transformation theory development

Theories: social exchange theory channel expansion theory

Does Data Entry Structure Influence Sharing Health Information of Patients with Chronic Health Impairment?: An Experimental Study

2020 | Americas Conference on Information Systems | Citations: 0

Authors: Esmaeilzadeh, Pouyan; Mirzaei, Tala; Dharanikota, Spurthy

Abstract: The quality of the patient health information databases determines the success ... Expand

Abstract: The quality of the patient health information databases determines the success of health information exchange (HIE) networks. Data entry interfaces are suggested as an important factor affecting the quality of information. However, little is known about whether individuals with different diseases (mental and physical) care for the data entry structure in sharing health information. We conduct four experiments to examine the impact of different health problems (mental vs. physical) and types of data entry interfaces (structured vs. unstructured) on individuals' willingness to share health information. Findings demonstrate that the disease type and degree of data entry structure significantly influence individuals' perceptions of psychological risk, privacy concern, stigma, and willingness to share health information. This study suggests that the best level of structure for data entry interfaces could be designed at the point of care with respect to patients' type of diseases in order to improve the success of HIE networks. Collapse

Topics: healthcare data information exchange information privacy concern privacy data quality

Methods: experiment survey survey design Student's t-test parametric test

Active Community Participation and Crowdworking Turnover: A Longitudinal Model and Empirical Test of Three Mechanisms

2018 | Journal of Management Information Systems | Citations: 46

Authors: Ma, Xiao; Khansa, Lara; Kim, Sung S.

Abstract: Crowdworkers, such as Mturk workers, face challenging work conditions, including ... Expand

Abstract: Crowdworkers, such as Mturk workers, face challenging work conditions, including low pay and unfair treatment. To overcome a lack of means to share information with other workers, they often self-organize in independent online communities, for example, TurkerNation. Although prior research has explored both the crowdwork and online community contexts, it has largely ignored crowdworkers' dual-context roles. This research provides evidence for the dual-context phenomenon. We propose three theory-driven mechanisms―embeddedness, cross-influence, and moderated heuristics―that, together with the conventional model and the sequential-update mechanism, explained up to 72% of key behavioral outcomes in both contexts. Moreover, crowdworkers' active participation in online communities had a persistent mitigating effect on their desires to quit working in the crowdworking environment. These findings add to a richer understanding of crowdworkers' integrated and evolving psychology within the dual-context environment. From a managerial perspective, our findings suggest that crowdwork platforms can better retain their workers by facilitating―and actively engaging with―their discussions in an embedded online community. Collapse

Topics: crowdsourcing IT personell turnover online community platform work site privacy

Methods: survey longitudinal research chi squared test pilot survey SEM tool

Theories: social psychology theory

An Investigation of Conversational Agent Relevance, Presence, and Engagement

2018 | Americas Conference on Information Systems | Citations: 22

Authors: Schuetzler, Ryan M; Grimes, G Mark; Giboney, Justin Scott

Abstract: Conversational agents (CAs) are becoming an integral component of many personal ... Expand

Abstract: Conversational agents (CAs) are becoming an integral component of many personal and business interactions. Despite the prevalence of CAs in modern life, there are many factors related to the social nature of the interaction between CAs and humans that remain uninvestigated. This research uses Social Presence Theory to examine the effect of CA conversational relevance on perceptions of humanness and engagement. We performed a laboratory experiment in which participants interacted with a CA that gave either conversationally relevant or nonrelevant responses. Our results indicate that people perceive CAs that give conversationally relevant responses to be more humanlike and more socially present, ultimately leading to higher engagement than CAs that give nonrelevant responses. Collapse

Topics: social presence conversational agent Turing test computer system information system use

Methods: chatbot experiment survey structural equation modeling laboratory experiment

Theories: social presence theory

On the Conceptualization of Information Systems as Socio-Technical Phenomena in Simulation-Based Research

2015 | International Conference on Information Systems | Citations: 0

Authors: Beese, Jannis; Haki, Kazem; Aier, Stephan

Abstract: Information Systems (IS) are specified as complex socio-technical systems that d ... Expand

Abstract: Information Systems (IS) are specified as complex socio-technical systems that display dynamic and emergent behaviors. Simulation-based studies provide a useful tool for analyzing such systems; however, the current presence and impact of simulation-based IS studies is limited. The socio-technical interactions and inherent dynamics of information systems make the development of IS simulations attractive, but challenging. Building simulations in this context requires both accurate conceptualizations of the underlying socio-technical systems as well as a sound transfer of these conceptualizations into simulation models. This study proposes an analysis framework that conjointly captures both the socio-technical system models as well as the derived simulation models. This allows for a critical assessment of the status quo of the extant simulation-based IS research. The identified relations are analyzed and seven propositions are derived, which provide guidance for prospective simulation-based research. Collapse

Topics: reference discipline online community IS discipline Turing test database system

Methods: simulation conceptual modelling literature study qualitative coding stochastic model

Theories: socio technical theory information systems theory theory of change auction theory game theory

A decision support system for lower back pain diagnosis: Uncertainty management and clinical evaluations

2006 | Decision Support Systems | Citations: 8

Authors: Lin, Lin; Hu, Paul Jen-Hwa; Liu Sheng, Olivia R.

Abstract: Lower back pain (LBP) is a common medical problem that deprives many individuals ... Expand

Abstract: Lower back pain (LBP) is a common medical problem that deprives many individuals of their normal lifestyles and keeps them from routine activities. Diagnosing LBP is challenging because it requires highly specialized knowledge involving a complex anatomical and physiological structure as well as diverse clinical considerations. Although a handful of studies have proposed or developed systems to support LBP diagnosis and improve knowledge sharing, these systems have limited scope, lack systematic evaluations, and/or ignore diagnoses that consist of multiple parts (i.e., decision outcomes), each of which corresponds to a particular medical condition, disease, or abnormality. In this study, we design, implement, and evaluate a Web-based decision support system that employs an intuitive and easy-to-use framework to assess the patient's information and recommend a diagnosis consisting of one or multiple parts. Our system design addresses the challenging characteristics of a LBP diagnosis and uses verbal probability estimation to represent and reason about the associated uncertainty. Our evaluations are systematic, including knowledge base verification, system validation using a modified Turing test, and clinical efficacy assessment involving 5 clinicians and 180 real-world cases collected from geographically dispersed clinics. Our evaluation design is more thorough than those used by most previous studies, and the proposed system is relatively ready for clinical deployment. Therefore, this study both contributes to decision support systems research and has advanced clinical support for LBP diagnosis. In light of some of the limitations of this study, we also identify and discuss several areas that need continued investigation. Collapse

Topics: knowledge base Turing test systems design decision support system knowledge acquisition

Methods: computational algorithm qualitative interview parametric test ANOVA design artifact

Comments on Kurzweil's Cybernetic Poet

2000 | Americas Conference on Information Systems | Citations: 0

Authors: Carslisle, Judith P

Abstract: ... Expand

Abstract: Collapse

Topics: Turing test

Methods: computational algorithm