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.
Each taxonomy category is mapped to one or more reference points within the company
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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.