A Ghost in the Shell? 고객 리뷰를 통한 스마트 스피커의 인공지능 속성이 평가에 미치는 영향 연구

• 영문명: A Ghost in the Shell? Influences of AI Features on Product Evaluations of Smart Speakers with Customer Reviews
• 발행기관: 한국IT서비스학회
• 저자명: 이홍주(Hong Joo Lee)
• 간행물 정보: 『한국IT서비스학회지』한국IT서비스학회지 제17권 제2호, 191~205쪽, 전체 15쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2018.06.30

영문 초록

With the advancement of artificial intelligence (AI) techniques, many consumer products have adopted AI features for providing proactive and personalized services to customers. One of the most prominent products featuring AI techniques is a smart speaker. The fundamental of smart speaker is a portable wireless Internet connecting speaker which already have existed in a consumer market. By applying AI techniques, smart speakers can recognize human voices and communicate with them. In addition, they can control other connecting devices and provide offline services. The goal of this study is to identify the impact of AI techniques for customer rating to the products. We compared customer reviews of other portable speakers without AI features and those of a smart speaker. Amazon echo is used for a smart speaker and JBL Flip 4 Bluetooth Speaker and Ultimate Ears BOOM 2 Panther Limited Edition are used for the comparison. These products are in the same price range ($50~100) and selected as featured products in Amazon.com. All reviews for the products were collected and common words for all products and unique words of the smart speaker were identified. Information gain values were calculated to identify the influences of words to be rated as positive or negative. Positive and negative words in all the products or in Amazon echo were identified, too. Topic modeling was applied to the customer reviews on Amazon echo and the importance of each topic were measured by summating information gain values of each topic. This study provides a way of identifying customer responses on the AI feature and measuring the importance of the feature among diverse features of the products.

목차

1. 서 론

2. 관련 연구

3. 자료

4. 분석

5. 결 론

References

About the Authors

키워드

Smart Speaker Artificial Intelligence Product Feature Product Evaluation Customer Review Topic Modeling Information Gain