From Interaction to Collaboration: How Hybrid Intelligence Enhances Chatbot Feedback
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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, supportingcustomer 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 survey measures showed no significant differences in user willingnessto leave feedback, use the system, or trust the system, participants exposed to the HI narrative provided more detailed feedback. These findings offer insights into designing effective feedback systems for GenAI virtual assistants, balancing user effort with system improvement potential.
