AI reviews improvements
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Thibault Weber
This thread is going to detail several improvements that could really help take reputation management a long way especially with the new AI features, saving businesses a lot of time and money.
1) Reviews AI trainer (New Feature)
Currently the AI reviews work okay. They get the job done but often sound very repetitive and leaves replies that are far longer than necessary. When clients read 5-6 reviews, they can tell they all sound very very similar.
This doesn't mean we should get rid of what we have, but perhaps add this training window to help customize how the AI answers the reviews. This will reduce the burden for having to add a multitude of new features in the future since clients would be able to train AI.
1a) character limiter (enhancement)
as described in 1. the AI often replies with very long responses. the training window described in 1. would solve this, but a character limiter would temporarily allow clients to control the length.
2) Bad Reviews Management (New Feature)
Just like there is a way for AI to filter which reviews it answers above a threshold, we should also be able to decide what happens to reviews below that threshold.
Currently we use zapier and webhooks to answer review and notify managers via workflow when a review below 3 stars comes in. At some point, it would be nice to be able to have that fully integrated within GHL also allowing us to profit from rebilling.
These are 2 great additions that I think would already take us a long way. Let me know below what you think of these and what else you would recommend.
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Von Darnell
It would be nice if we could prompt train to mirror the tone of the reviewer, and to insert more of each brand's desired personality.
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Keith Besherse
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Keith Besherse
Yes. 1) Review AI Bot Training. 1a) Character/word limit (small medium large). 2) Respond to negative reviews with gratitude for the feedback and a commitment to resolve the issue.
Also:
If the prompt engineers are able to train the AI to recognize invalid reviews (spam/fraud/invalid/never a customer), flag the review for intervention.
Ability to give Review AI a prompt (like Workflow AI) - follow this guideline/template/format... Ideally three prompts 1) positive reviews, 2) negative reviews, 3) invalid reviews.
Workflow trigger for AI replied to review. Either with a filter by number of stars or also an If/Else condition for number of stars. Allows us to notify the business owner and also send follow up message to the customer who gave the review.
Can we have the Review AI response added to the relevant Social Post as a comment?
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Keith Besherse
Sales & Marketing, requested format for review response:
Invalid review: flag and alert account admin.
Negative review: Thank you (for bringing this to our attention). Accept responsibility. Reiterate commitment to customer service. Request phone or email conversation.
Positive review: Thank you (for sharing the experience/recognizing team members/encouraging). Reiterate commitment to customer service. Express the importance of this person to our company. Offer a call to action (sign up for coupons).
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Keith Besherse
The review and the AI review response should be displayed in the Conversations tab.
The Contact record of the person leaving the review should be able to be merged with the existing customer Contact record.
Puru Bansal
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Keith Besherse
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Keith Besherse
This suggestion regarding HIPAA is important Puru Bansal, Core Platform, Shaun Clark, ...:
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Keith Besherse
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Ai Assisted Clinic Solutions
Can we also reply in the same language ?
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Thibault Weber
note
A temporary enhancement that could go a long way:
setting the AI review instructions to not be so repetitive and long. it always starts with "Thanks for your feedback, [name]. we're thrilled to hear that you..."
for example: A lot of our clients are beauty salons. Here is a review response that was left by AI (it regurgitates everything the client said in their review):
"Thank you so much for your kind words, **
! We're thrilled to hear that your experience with us exceeded your expectations. It's great to hear that you enjoyed our pedicure, including the weighted neck wrap, hot towel, gel polish, and massage. We're glad that you found the massage to be relaxing and not rushed. We're also happy to hear that you didn't have to ask for anything special to be done to your Nexgen nails and that you received a hot towel and massage to your elbows with lotion at no additional charge.
did your nails and
*** did your toes, and we're glad to hear that you had a positive experience with both of them. We greatly appreciate your recommendation and we're proud to provide a clean and relaxing environment for our valued customers like you. We look forward to welcoming you back!"K
Keith Besherse
Thibault Weber, yes. The bot should not simply repeat everything the person wrote.
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Keith Besherse