This study focuses on understanding the complex dynamics between humans and AI systems by analyzing user reviews. While previous research has explored various aspects of human-AI interaction, such as user perceptions and ethical considerations, there remains a gap in understanding the specific concerns and challenges users face. By using a lexical approach to analyze 55,968 online reviews from G2.com, Producthunt.com, and Trustpilot.com, this preliminary research aims to analyze human-AI interaction. Initial results from factor analysis reveal key factors influencing these interactions. The study aims to provide deeper insights into these factors through content analysis, contributing to the development of more user-centric AI systems. The findings are expected to enhance our understanding of human-AI interaction and inform future AI technology and user experience improvements.

Reading and evaluating product reviews is central to how most people decide what to buy and consume online. However, the recent emergence of Large Language Models and Generative Artificial Intelligence now means writing fraudulent or fake reviews is potentially easier than ever. Through three studies we demonstrate that (1) humans are no longer able to distinguish between real and fake product reviews generated by machines, averaging only 50.8% accuracy overall - essentially the same that would be expected by chance alone; (2) that LLMs are likewise unable to distinguish between fake and real reviews and perform equivalently bad or even worse than humans; and (3) that humans and LLMs pursue different strategies for evaluating authenticity which lead to equivalently bad accuracy, but different precision, recall and F1 scores - indicating they perform worse at different aspects of judgment. The results reveal that review systems everywhere are now susceptible to mechanised fraud if they do not depend on trustworthy purchase verification to guarantee the authenticity of reviewers. Furthermore, the results provide insight into the consumer psychology of how humans judge authenticity, demonstrating there is an inherent 'scepticism bias' towards positive reviews and a special vulnerability to misjudge the authenticity of fake negative reviews. Additionally, results provide a first insight into the 'machine psychology' of judging fake reviews, revealing that the strategies LLMs take to evaluate authenticity radically differ from humans, in ways that are equally wrong in terms of accuracy, but different in their misjudgments.

Understanding experienced segregation in urban daily life is crucial for addressing societal inequalities and fostering inclusivity. The abundance of user-generated reviews on social media encapsulates nuanced perceptions and feelings associated with different places, offering rich insights into segregation. However, leveraging this data poses significant challenges due to its vast volume, ambiguity, and confluence of diverse perspectives. To tackle these challenges, we propose using Large Language Models (LLMs) to automate online review mining for segregation prediction. We design a Reflective LLM Coder to digest social media content into insights consistent with real-world feedback, and eventually produce a codebook capturing key dimensions that signal segregation experience, such as cultural resonance and appeal, accessibility and convenience, and community engagement and local involvement. Guided by the codebook, LLMs can generate both informative review summaries and ratings for segregation prediction. Moreover, we design a REasoning-and-EMbedding (RE'EM) framework, which combines the reasoning and embedding capabilities of language models to integrate multi-channel features for segregation prediction. Experiments on real-world data demonstrate that our framework greatly improves prediction accuracy, with a 22.79% elevation in R2 and a 9.33% reduction in MSE. The derived codebook is generalizable across three different cities, consistently improving prediction accuracy. Moreover, our user study confirms that the codebook-guided summaries provide cognitive gains for human participants in perceiving POIs' social inclusiveness. Our study marks an important step toward understanding implicit social barriers and inequalities, demonstrating the great potential of promoting social inclusiveness with AI.

Identifying customer needs (CNs) is important for product management, product development, and marketing. Applications rely on professional analysts interpreting textual data (e.g., interview transcripts, online reviews) to understand the nuances of customer experience and concisely formulate "jobs to be done." The task is cognitively complex and time-consuming. Current practice facilitates the process with keyword search and machine learning but relies on human judgment to formulate CNs. We examine whether Large Language Models (LLMs) can automatically extract CNs. Because evaluating CNs requires professional judgment, we partnered with a marketing consulting firm to conduct a blind study of CNs extracted by: (1) a foundational LLM with prompt engineering only (Base LLM), (2) an LLM fine-tuned with professionally identified CNs (SFT LLM), and (3) professional analysts. The SFT LLM performs as well as or better than professional analysts when extracting CNs. The extracted CNs are well-formulated, sufficiently specific to identify opportunities, and justified by source content (no hallucinations). The SFT LLM is efficient and provides more complete coverage of CNs. The Base LLM was not sufficiently accurate or specific. Organizations can rely on SFT LLMs to reduce manual effort, enhance the precision of CN articulation, and provide improved insight for innovation and marketing strategy.

Many videogames suffer "review bombing" -a large volume of unusually low scores that in many cases do not reflect the real quality of the product- when rated by users. By taking Metacritic's 50,000+ user score aggregations for PC games in English language, we use a Natural Language Processing (NLP) approach to try to understand the main words and concepts appearing in such cases, reaching a 0.88 accuracy on a validation set when distinguishing between just bad ratings and review bombings. By uncovering and analyzing the patterns driving this phenomenon, these results could be used to further mitigate these situations.

Online commerce relies heavily on user generated reviews to provide unbiased information about products that they have not physically seen. The importance of reviews has attracted multiple exploitative online behaviours and requires methods for monitoring and detecting reviews. We present a machine learning methodology for review detection and extraction, and demonstrate that it generalises for use across websites that were not contained in the training data. This method promises to drive applications for automatic detection and evaluation of reviews, regardless of their source. Furthermore, we showcase the versatility of our method by implementing and discussing three key applications for analysing reviews: Sentiment Inconsistency Analysis, which detects and filters out unreliable reviews based on inconsistencies between ratings and comments; Multi-language support, enabling the extraction and translation of reviews from various languages without relying on HTML scraping; and Fake review detection, achieved by integrating a trained NLP model to identify and distinguish between genuine and fake reviews.

As a key part of modern online platforms, online decision-making plays a crucial role in a variety of settings, particularly related to the Internet. Two landmark examples that have been widely studied are dynamic pricing and online reviews. Online review systems constitute powerful platforms for users to get informed about the product and for the firm to understand how a given market is receiving the product. The study of these systems has been vast for the last two decades [6, 10], and more recently, modeling simple like/dislike reviews as bandits problems have become standard [1, 2, 3, 13, 16, 18]. Dynamic pricing, on the other hand, is an active area of research in economics, computer science, and operations research [12, 14], and has become a common practice in several industries such as transportation and retail. There has been a growing interest in combining the two areas as a way to design more effective pricing mechanisms that gather information from current reviews to update prices and make the product more attractive [5, 11, 17]. In particular, [5] considers social learning with non-Bayesian agents in a market with like & dislike reviews, and the resulting pricing decision of a monopolist.

Online customer data provides valuable information for product design and marketing research, as it can reveal the preferences of customers. However, analyzing these data using artificial intelligence (AI) for data-driven design is a challenging task due to potential concealed patterns. Moreover, in these research areas, most studies are only limited to finding customers' needs. In this study, we propose a game theory machine learning (ML) method that extracts comprehensive design implications for product development. The method first uses a genetic algorithm to select, rank, and combine product features that can maximize customer satisfaction based on online ratings. Then, we use SHAP (SHapley Additive exPlanations), a game theory method that assigns a value to each feature based on its contribution to the prediction, to provide a guideline for assessing the importance of each feature for the total satisfaction. We apply our method to a real-world dataset of laptops from Kaggle, and derive design implications based on the results. Our approach tackles a major challenge in the field of multi-criteria decision making and can help product designers and marketers, to understand customer preferences better with less data and effort. The proposed method outperforms benchmark methods in terms of relevant performance metrics.

Online reviews in the form of user-generated content (UGC) significantly impact consumer decision-making. However, the pervasive issue of not only human fake content but also machine-generated content challenges UGC's reliability. Recent advances in Large Language Models (LLMs) may pave the way to fabricate indistinguishable fake generated content at a much lower cost. Leveraging OpenAI's GPT-4-Turbo and DALL-E-2 models, we craft AiGen-FoodReview, a multi-modal dataset of 20,144 restaurant review-image pairs divided into authentic and machine-generated. We explore unimodal and multimodal detection models, achieving 99.80% multimodal accuracy with FLAVA. We use attributes from readability and photographic theories to score reviews and images, respectively, demonstrating their utility as hand-crafted features in scalable and interpretable detection models, with comparable performance. The paper contributes by open-sourcing the dataset and releasing fake review detectors, recommending its use in unimodal and multimodal fake review detection tasks, and evaluating linguistic and visual features in synthetic versus authentic data.

The automotive industry plays a critical role in the global economy, and particularly important is the expanding Chinese automobile market due to its immense scale and influence. However, existing automotive sector datasets are limited in their coverage, failing to adequately consider the growing demand for more and diverse variables. This paper aims to bridge this data gap by introducing a comprehensive dataset spanning the years from 2016 to 2022, encompassing sales data, online reviews, and a wealth of information related to the Chinese automotive industry. This dataset serves as a valuable resource, significantly expanding the available data. Its impact extends to various dimensions, including improving forecasting accuracy, expanding the scope of business applications, informing policy development and regulation, and advancing academic research within the automotive sector. To illustrate the dataset's potential applications in both business and academic contexts, we present two application examples. Our developed dataset enhances our understanding of the Chinese automotive market and offers a valuable tool for researchers, policymakers, and industry stakeholders worldwide.