| Title |
Research on Enhancing Customer Experience through AI-Supported Review Generation |
| Authors |
박수현(Su-Hyun Park) ; 이예은(Ye-Eun Lee) ; 이한진(Han-Jin Lee) |
| DOI |
https://doi.org/10.5370/KIEE.2024.73.2.334 |
| Keywords |
User Experience; AI Literacy; Topic Modeling; Technology Adoption Model; ChatGPT; Platform Innovation; Mobile Grocery Shopping |
| Abstract |
As online & mobile grocery shopping grow globally amid the COVID-19 pandemic, consumer reviews are having a significant impact on purchasing behavior. As the AI and Bigdata technologies advance, the development of purchase reviews has expanded significantly, necessitating research from a multidisciplinary and convergent perspective. Accordingly, in this study, we proposed and demonstrated four user convenience functions applying the latest technology to multi-dimensionally analyze the purchasing experience of digital consumers. To this end, based on the reviews written by existing customers, we provide the ChatGPT API powered purchase review suggestion functions along with visual representation of keywords (Word Cloud). Also, detailed review recommendations by topic based on CombinedTM Algorithm) topic modeling, search-based review collections are delivered.
Analyzing the survey results in depth, while customers' awareness and importance evaluation of purchase review service support functions were high, trust showed differences depending on age group. Through the results, we were able to confirm the importance and positive impact of improving customer experience through AI support when writing purchase reviews. These results are expected to provide practical and policy implications for expanding and improving the ecosystem surrounding digital mediated reviews. |