Mateusz Dolata

When a computer speaks institutional talk: Exploring challenges and potentials of virtual assistants in face-to-face advisory services

2019 · Proceedings of the ... Annual Hawaii International Conference on System Sciences/Proceedings of the Annual Hawaii International Conference on System Sciences

Advisory services are a highly sensitive form of collaboration: they rely on a clear distribution of roles between human participants who act according to an implicit set of practices and scripts. As such, they do …

Power of Language Automation: The Potential for Closing the Loop in Responding to Online Customer Feedback

2024 · Proceedings of the ... Annual Hawaii International Conference on System Sciences/Proceedings of the Annual Hawaii International Conference on System Sciences

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, …

Empowering Community Health Workers With Scripted Medicine: Design Science Research Study

2025 · JMIR Human Factors

BACKGROUND: The World Health Organization anticipates a shortage of 14 million health workers by 2030, particularly affecting the Global South. Community health workers (CHWs) may mitigate the shortages of professional health care workers. Recent studies …

Improving Customer Feedback Management with GenAI - An Action Design Research Study

2026

In this longitudinal action design research study, researchers accompanied a small service provider in the hospitality sector navigating AI-driven transformation. Over five distinct phases, the company progressively integrated AI tools – from sentiment analysis to …