How to improve review management by leveraging AI
Whether choosing a restaurant, booking a hotel or buying a product, online reviews are a key part of consumer decision making. But how best to manage this flow of feedback? Generative AI offers a concrete solution for responding to reviews in a timely and contextualized manner. Be careful, however, not to neglect key strategic aspects, such as personalization and authenticity, which are essential to ensure that the value of responding to a review is not compromised. Let’s look at how to do this.
Automated responses with Artificial Intelligence: what they are
Automated responses with Artificial Intelligence (AI) are messages generated autonomously by advanced systems designed to interact with users in a consistent, relevant, and personalized manner.
These responses are created using natural language processing (NLP) algorithms that analyze the content of the review or message received, identify tone and context, and formulate an appropriate response.
How do they work?
Responding to reviews is an activity that requires attention to detail and a good deal of time. Each response must not only be timely, but also accurate and in line with the tone and values of the brand. This is where Artificial Intelligence comes in, enabling the process to be simplified and streamlined, without compromising quality. But how exactly does this support work?
Sentiment analysis
The first step in effectively responding to a review is to understand the tone in which it was written. AI takes care of sentiment analysis, classifying the content as positive, negative or neutral. This step is critical in determining the most appropriate type of response. A positive review will call for a tone of gratitude and celebration, while a negative one will require an empathetic and proactive approach to resolving the issue raised. Neutral reviews, on the other hand, can be an opportunity to solidify the relationship with the customer, turning “indifferen