App reviews expressing explanation needs can be routed to internal teams by a taxonomy-based filter and hierarchy, reaching 79.2% reported agreement in this one-company case study.
Based in Hanover, Germany, the company develops apps and systems like NUNA V 2, which cater to various use cases such as personal navigation, logis- tics, and trucking
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Automating Explanation Need Management in App Reviews: A Case Study from the Navigation App Industry
App reviews expressing explanation needs can be routed to internal teams by a taxonomy-based filter and hierarchy, reaching 79.2% reported agreement in this one-company case study.