arXiv:2610.02631v1 Announce Type: new
Abstract: Post-deployment feedback from users can be a cost-effective, scalable, and representative means to monitor and improve generative AI systems and features. When implemented effectively, giving such feedback can increase users' engagement with and trust in GenAI systems. Government regulations and industry guidelines call for post-deployment user engagement, but there is little guidance on designing mechanisms that are usable for consumers and provide actionable input for product teams. We conducted a multi-phase study as a collaboration between academic researchers and eBay. Our benchmark evaluation of current industry approaches identified common issues including lack of discoverability, unclear terminology, and inattention to user value. Based on these findings, we developed best-practice recommendations and designed and tested a prototype feedback-collection tool. The tool aimed to provide users with an efficient, flexible, and positive feedback-giving experience, and provide product teams with rich data on performance and potential problems in a usable format.
Abstract: Post-deployment feedback from users can be a cost-effective, scalable, and representative means to monitor and improve generative AI systems and features. When implemented effectively, giving such feedback can increase users' engagement with and trust in GenAI systems. Government regulations and industry guidelines call for post-deployment user engagement, but there is little guidance on designing mechanisms that are usable for consumers and provide actionable input for product teams. We conducted a multi-phase study as a collaboration between academic researchers and eBay. Our benchmark evaluation of current industry approaches identified common issues including lack of discoverability, unclear terminology, and inattention to user value. Based on these findings, we developed best-practice recommendations and designed and tested a prototype feedback-collection tool. The tool aimed to provide users with an efficient, flexible, and positive feedback-giving experience, and provide product teams with rich data on performance and potential problems in a usable format.
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