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.
While the primary focus was on the Nunav Navigation App , three additional apps were included to expand the dataset due to their structural similarity
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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.