Understanding and Supporting Formal Email Exchange by Answering AI-Generated Questions

Replying to formal emails is time-consuming and cognitively demanding, as it requires polite phrasing and ensuring an adequate response to the sender's demands. Although systems with Large Language Models (LLM) were designed to simplify the email replying process, users still needed to provide detailed prompts to obtain the expected output. Therefore, we proposed and evaluated an LLM-powered question-and-answer (QA)-based approach for users to reply to emails by answering a set of simple and short questions generated from the incoming email. We developed a prototype system, ResQ, and conducted controlled and field experiments with 12 and 8 participants. Our results demonstrated that QA-based approach improves the efficiency of replying to emails and reduces workload while maintaining email quality compared to a conventional prompt-based approach that requires users to craft appropriate prompts to obtain email drafts. We discuss how QA-based approach influences the email reply process and interpersonal relationship dynamics, as well as the opportunities and challenges associated with using a QA-based approach in AI-mediated communication.

From Voice to Value: Leveraging AI to Enhance Spoken Online Reviews on the Go

Online reviews help people make better decisions. Review platforms usually depend on typed input, where leaving a good review requires significant effort because users must carefully organize and articulate their thoughts. This may discourage users from leaving comprehensive and high-quality reviews, especially when they are on the go. To address this challenge, we developed Vocalizer, a mobile application that enables users to provide reviews through voice input, with enhancements from a large language model (LLM). In a longitudinal study, we analysed user interactions with the app, focusing on AI-driven features that help refine and improve reviews. Our findings show that users frequently utilized the AI agent to add more detailed information to their reviews. We also show how interactive AI features can improve users self-efficacy and willingness to share reviews online. Finally, we discuss the opportunities and challenges of integrating AI assistance into review-writing systems.