AI and Online Reputation: Responding to Reviews
Replying to reviews shows customers you listen.
Principles
Be prompt and polite.
Drafting
Give AI the review and your policy.
- Thank the customer.
- Address specifics.
- Offer a next step.
Edit
Remove generic phrases.
Never fake reviews
Do not post fake reviews, which violates platform rules and the law in many places.
- Respond honestly.
- Ask real customers.
- Follow platform guidelines.
Key takeaway: Draft polite, specific replies and never fabricate reviews.
