用混合智能叙事提升聊天机器人反馈质量
From Interaction to Collaboration: How Hybrid Intelligence Enhances Chatbot Feedback
- 用'人机协作'叙事替代纯AI视角，引导用户更细致反馈
- 混合智能组用户反馈详细度显著更高（统计显著）
- 适合想提升用户反馈深度的AI助手设计者
生成式AI聊天机器人正日益融入虚拟助手技术，其成功依赖于获取有意义的用户反馈以提升交互质量、系统表现和用户接受度。良好的交互有助于组织与用户建立长期关系，促进用户忠诚并实现组织目标。本研究探讨了两种不同叙事和反馈机制对用户参与度与反馈行为的影响：标准的以AI为中心的交互，以及以混合智能（HI）框架呈现的交互。初步结果表明，尽管小规模问卷显示在留反馈意愿、系统使用率或信任度上无显著差异，但接触混合智能叙事的参与者提供的反馈在细节上显著更丰富。这些发现为生成式AI虚拟助手的反馈系统设计提供了启示，可在用户付出努力与系统改进潜力间取得平衡。
原文摘要 · Abstract (English)
Generative AI (GenAI) chatbots are becoming increasingly integrated into virtual assistant technologies, yet their success hinges on the ability to gather meaningful user feedback to improve interaction quality, system outcomes, and overall user acceptance. Successful chatbot interactions can enable organizations to build long-term relationships with their customers and users, supporting customer loyalty and furthering the organization's goals. This study explores the impact of two distinct narratives and feedback collection mechanisms on user engagement and feedback behavior: a standard AI-focused interaction versus a hybrid intelligence (HI) framed interaction. Initial findings indicate that while small-scale survey measures allowed for no significant differences in user willingness to leave feedback, use the system, or trust the system, participants exposed to the HI narrative statistically significantly provided more detailed feedback. These initial findings offer insights into designing effective feedback systems for GenAI virtual assistants, balancing user effort with system improvement potential.
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