Automate with confidence: How to use AI to respond to every review without the risk

0:04
Hey, Morrissey, how are you?

0:06
I’m doing well.

0:07
How are you doing, Rosie?

0:08
Good.

0:08
Thanks for joining me today.

0:10
I want to give folks like a few minutes to hop on here, join us for the today’s webinar.

0:15
But I’ll just say in advance, I’m really excited to talk to you about this one today.

0:21
I’m super excited to be here.

0:24
I have to ask, I notice you use the, you know, the old school, not a, not a, not an earbud for your recording or for your kind of Zoom meetings.

0:36
What is the, do you have any purpose behind that?

0:38
Yes, that’s a, it’s a very funny story.

0:41
I used to use wireless Bluetooth headphones and then I was in a very important meeting years ago and I could not get them to reconnect during the meeting.

0:49
And it was very embarrassing.

0:50
So I decided wired only from now on.

0:52
No tech issues that way.

0:54
I actually really like them too.

0:56
I have, you know, the other kind, but I find like one will stop working sometimes or I’m really bad at charging.

1:03
So yeah, I, I actually like that approach.

1:06
I appreciate it.

1:08
OK, well, good.

1:08
I’m glad we know.

1:09
I don’t think I could have gone through the webinar today without knowing the answer to that.

1:12
So we’ll kick things off with that.

1:15
I think we’ve given everyone like a folk folks a moment to join.

1:19
So let’s get started.

1:21
I think, you know, I’ll start by just saying we’re here for a webinar today.

1:24
So you and I are going to be talking about how to use AI to respond to reviews in an automated fashion.

1:32
We have a really, really cool new feature that’s just launched recently, and I’m so excited to.

1:37
You’re going to give us a demo today.

1:39
But First off, if you could just do us a favor and introduce yourself briefly for anybody who doesn’t know you, what your role is, what you do, Yeah, absolutely.

1:48
I’d be happy to.

1:49
I’m Morsi Balsamitis.

1:50
I’m the senior data and AI product manager here at Alchemer, so responsible for all things data, insights, analytics, as well as AI.

1:59
It’s my huge passion.

2:00
I’ve been in the AI space for about 7 years, started with old traditional machine learning and now have gone into generative AI as it’s become more paramount.

2:07
So really excited to walk through some of the functionality related to AI that we’ve released recently.

2:12
Cool, thank you.

2:12
And I’m Rosie Davenport, I’m on the product marketing team here.

2:16
I like to think of my role, you know, obviously we, we try to help our customers understand products that are, you know, why we have products, why we built them, how to use them.

2:26
But really I’m a non-technical person and so I’m kind of a litmus test I get for you technical folks.

2:31
When we launch things, I get to see if it’s actually easy to use.

2:35
So with that, let’s kick off just some housekeeping items for folks on the call today.

2:42
We will send out a recording of this.

2:44
So if you have to hop early or you want to share it with somebody else, don’t worry, you know, we will make sure you get a recording.

2:51
We will have, I recommend we’ll have the Q&A at the bottom of the screen here.

2:56
So you if you have any questions throughout, throw them in there.

2:58
We’re going to try and answer some live.

3:00
We’ve a few folks here that are going to try and answer questions you might have.

3:04
We’ll also try to get to some questions at the end if we can, if we have time, we’ll try to do a handful of those live.

3:11
If we don’t get to your question today, please answer our little survey, our short survey at the end and we will get you an answer.

3:17
So I just want to make sure people know to leave those questions and we’ll try to get as many answers as we can.

3:23
And what are we going to talk about today?

3:26
We’re going to talk about this really incredible new feature, it’s called AI Autoresponder.

3:31
We are.

3:32
You’ve agreed to give us a live demo.

3:33
I love live demos.

3:34
You never know what’s going to happen.

3:36
So thank you in advance.

3:38
And then, you know, we’re going to go into a little bit more about like how folks can actually deploy this in their everyday, you know, strategy kind of to help them save time, all all the cool features.

3:49
So that’s what we’re going to talk about today.

3:53
Kick things off with a little reminder.

3:57
We, you know, we’re, we’re talking about this today from Alcamer, the company, Alcamer Morrissey.

4:02
I know you were a chat meter or have been a chat meter employee for a long time, right?

4:08
Tell us a little bit about like how long you’ve been at the company and kind of that transition that’s happened?

4:12
Yeah, absolutely.

4:13
So I was at Chat Meter for roughly 4 years before the acquisition, so a pretty tenured career over there.

4:20
And with the acquisition, it’s given us really an opportunity to unify all of the data streams available.

4:24
Chat Meter primarily focused on reviews, so reputation management as well as social media.

4:30
So social media management, That combination with the survey data that Alchemer provides really allows our customers to have a 360° view of all of the customer experience agnostic of the channel and really be able to analyze and interact with it all in one cohesive platform.

4:45
Yeah, I appreciate that.

4:47
And I think if, if anybody on the call isn’t aware of Alchemer’s acquisition of Chat Meter, we have a, we have, you know, some content press releases on our website.

4:55
We’re happy to send you more information if you’re not aware of this, but it’s super exciting.

4:59
And, and what you were talking about that unification of data across all these platforms really tease me up to talk about a slide that some folks, if they’ve been on any of our webinars, they might have seen this.

5:09
This is kind of our wheels where we talk about the four capabilities and this will help set up, excuse me, our product today, the feature and where that sits within our capability set.

5:21
So we have, you know, Compass Compass as products underneath it that help you improve local visibility.

5:29
We have collect, which helps you collect feedback in places like in surveys and apps and websites on your review social media.

5:38
We have another pillar called Connect.

5:39
Connect really helps you automate, take action on anything.

5:43
Like we got this really bad review.

5:46
What are we doing with it, right?

5:47
Is there a workflow associated with it?

5:49
We want to kick off a survey to somebody who gave us a piece of feedback, right?

5:54
And then clarity, that last pillar that’s really around how we act, collect and act on insights across all of those channels.

6:06
And I think I don’t know what you think, Morsi.

6:07
I think those four CS like really fit together.

6:10
And I think there’s a story there you you were starting to tell it earlier.

6:14
But that idea that, you know, whatever your goals are, that you know, we have a way to help you achieve them.

6:22
And I think that sets you up to start thinking and talking about the feature we’re going to talk about today, what goals people might have around that, right?

6:30
Yes, absolutely.

6:31
The, the interaction between these 4 pillars are really what’s going to drive business outcomes.

6:36
And I specifically want to emphasize one of the points on the slide here about improved local visibility bringing customers to you.

6:43
This is imperative, right?

6:44
This is how you’re going to generate revenue.

6:46
So the logical question becomes, well, how do I improve my local visibility?

6:50
And that’s where the Alchemer Reputation Management product comes into play here.

6:54
With the Alchemer Reputation Management product, you have the ability to have all of your reviews across all the various providers online centralized into one dashboard.

7:05
And that centralization truly allows you to analyze via AI all of the customer feedback that people are stating in this unstructured data.

7:14
So this allows you to understand what’s trending at the business, either positive or negative, what are people talking about thematically, and what’s the overall sentiment going on across these themes in these reviews.

7:26
That analysis allows you to understand what’s going on with the business and how you’re performing and potentially allow for operational changes.

7:32
But another key point is it’s not just about insights generation.

7:36
There’s also action that needs to be taken in order to have an optimal reputation management strategy.

7:41
And this is where this is the ability to respond to reviews, something incredibly imperative.

7:47
I started this by saying you need to improve local visibility to drawing customers.

7:51
Responding to reviews is one of the most important ways and one of the most impactful ways in order to increase your overall brand visibility.

8:00
Being able to respond to reviews allows individuals to acknowledge that you’re interacting with the listings.

8:06
It allows them to appear as a higher rank when you people are searching for a business related to you near me, it’s absolutely imperative that you respond to these reviews, which is why what we’re talking about today, we did our AI autoresponder to specifically be able to streamline the process of responding to reviews so you can increase your overall local visibility.

8:27
Yeah, and I think if anybody’s watching and they haven’t seen the power of what the AI can do within this platform, I, we’re going to touch on that a little bit later.

8:37
I, I know that we have a slide coming up talking about different AI capabilities, but it is so potent.

8:43
I mean, the things that that that this AI powered analysis can unlock for you and the fact that now you’re able to take action is really important.

8:52
I think people are screaming for that and their workflows like we’re busier than ever.

8:56
We need to figure out how to make things happen in a way that improve, you know, outcomes and, and obviously our workflow.

9:03
So really excited for that.

9:05
I and I, I think whenever we talk about AI, there is some level of like questions, it’s a new, it’s ever changing.

9:14
I mean, we get updates like every single day about what’s different about different AI tools and what you should be using and how you should be using it.

9:21
So, you know, I just want to call out there are we understand there are a lot of questions around when we use AI, what does it mean?

9:28
Where’s my data going?

9:29
You know, what’s happening?

9:31
How is that working?

9:32
We actually at Alcamar here, we have a market research team.

9:37
They’re incredible.

9:38
They do a ton of, you know, market research, customer research projects for our customers, but occasionally we can get them to do some projects for us too, which is really great.

9:47
They’re so wonderful to work it for with.

9:50
They ran a poll recently for us out in the market and, and, and we heard back from that poll that 61% of, of users of our kind of software agree, strongly agree that AI should assist humans, not replace them.

10:05
Did that surprise you, Morrissey?

10:08
You know, I think it’s about in line with what we’re seeing, right?

10:11
If this was about a year and a half ago, two years ago, I think there’d be a lot more caution.

10:15
But because of the prevalent use of AI and just every everyday life that people are doing right now, I think people are really understanding the power that it has while still keeping a human in the loop to ensure that things are operating as you expect.

10:27
Yeah, agree.

10:29
I think, yeah, the the more we use it, the more comfortable folks are going to get.

10:33
I can’t wait for for you to show folks what the guardrails are that we put in place.

10:38
I know there are some.

10:39
So with that, you know, let’s talk about what some of the potential risks are of deploying, you know, some kind of automated AI to help you do your job and and maybe hit some different outcomes.

10:52
We have this, you know, this quote here I think is a prime, prime example for maybe folks in the healthcare industry.

10:58
Like what if we get a review that’s showing PII like some people put their name or the service we provided in the review, you know, we were what if AI like outs them and responds to them, right?

11:08
There are risks like people want to know how do we mitigate that, right?

11:13
Absolutely.

11:13
And it’s totally fair to have these concerns, right?

11:16
When you think about the concept of having AI come in and automate a part of the business, you want to be clear about what is going on with that AI and what the benefits are derived from it, right?

11:26
So if you’re automating something, there could be potential risk, right?

11:30
You want to ensure that your brand voice is still being consistently displayed.

11:34
You don’t want to degrade all of that great marketing you’ve done to establish your brand.

11:37
You don’t want it to be off tone.

11:39
You want it to be accurate and you want to make sure that you’re complying with any legal or regulatory risk.

11:44
All of these risks are things that we took into consideration when building the auto AI responder in order to maximize comfortability with people using this tool.

11:53
And so we’ve put in a tremendous amount of guardrails that I’ll talk about in the live demo here to prevent and mitigate these risks so that you can truly have the benefits, the rewards of having an automatic AI review responder.

12:06
The biggest thing is you’re going to increase your efficiency, right?

12:08
You’re going to be able to respond to massive amount of reviews at scale in a time.

12:13
Fashion users and customers expect a review response within 24 hours.

12:18
It’s not always possible to do if you’re getting a tremendous amount of reviews on a daily basis.

12:23
So having AI do that for you, it’s going to allow people feel heard and potentially change their overall star rating from a negative experience to a +1 because you can resolve the issue here.

12:32
And again, I’ll keep talking about it over and over again.

12:34
These review responses in a timely fashion are one of the best ways to boost your SEO performance as well as your overall visibility.

12:42
Having these rewards words far outweigh any potential risks when you have the guardrails properly put in place.

12:48
Yeah, You know, as a marketer, I’ll say kudos to that.

12:50
I’ve been on both sides of that.

12:51
Like, I want, I want a tool to help me do it.

12:54
I really want to make sure it’s safe.

12:55
And I mean, obviously I want to improve my SEO.

12:58
I want my brand voice.

13:00
OK, well, I, I think rather than us continuing to talk about it, I’m going to take one second here to put up a poll.

13:07
Let me see if I can get this up.

13:08
I am curious those that are joining us today, you know where you guys sit in this, in this kind of environment, how comfortable are you with AI responding on your behalf?

13:16
So I’m going to put that up real quick.

13:19
Hopefully you can take that poll in the next 5 seconds.

13:22
We’ll close it out because I know the exciting part here is actually getting to the live demo, which is what I’m we’re going to we’re going to get to next.

13:28
So OK, I’m going to give you give you 3 more seconds to take that poll.

13:33
Hopefully you have an easy answer.

13:35
And then I’m going to stop sharing Morrissey and allow you to take over for our live demo.

13:43
Excellent.

13:49
So for today, as we’ve kind of alluded to, I’m going to be showing off the functionality that we’ve just recently released, which is our ability to use AI to automatically generate and publish responses to reviews.

14:01
But one thing that I want to be super clear about before I dive into this new functionality is that using AI to respond to reviews is nothing new to the reputation management platform in Alchemer.

14:12
It’s actually been in the platform for years.

14:14
We were some of the earliest adopters of this technology, and we’ve continuously iterated, created, and release new functionality to improve that efficiency as models change, as AI improves, as people become more comfortable with it.

14:26
So I’m going to leave you a little bit of a narrative about the timeline for how we’ve done AI review responding in the reputation management component of Alchemist Dashboard here.

14:35
So in order to respond to a review, you’re going to navigate to reputation reviews.

14:40
And this is where you’re going to see all of the reviews that you’ve gone across your various providers.

14:45
Traditionally, pre AI, you would use this text entry field to type in a response.

14:51
You could also use static templates.

14:53
But really the beauty of all of this is this button here, the AI responder.

14:57
This was our first release of using AI to respond to reviews, and it’s quite straightforward.

15:02
When you click on this AI responder button here, we’re going to have our Pulse AI model analyze the review so that it understands the context and the details of what somebody has said in that review in order to be able to have a targeted message.

15:16
So we’ll see here that this review Brooklyn at customer service was super helpful and knowledge and we’ll see that the generator response specifically says we’re glad to hear Brooklyn provided excellent service, right.

15:27
So you can see that it contextually understands what the review was about and responds with a tailored response.

15:33
Additionally.

15:34
Oh yeah, go ahead, Rose.

15:35
I was just going to say, well, I love this.

15:36
I love that this already exists, Morrissey, because, you know, folks maybe have already tried this, Maybe they’ve already used it if they haven’t yet.

15:43
It’s it’s something you can use today, obviously, and kind of and understand how the AI builds responses.

15:49
Obviously it’s going to take more time than the new thing you’re going to show us, but I just think it’s really neat that this is something they can go check out before the new feature.

15:57
So I’ll stop there, but very cool.

15:59
No, it’s a perfect point, right?

16:01
Think of this as the first version that we still have accessible in the dashboard and still have people using.

16:06
Beyond understanding what the review says, the AI model also learns from previous review response examples to ensure that it is consistently outputting your brand tone and brand voice.

16:18
So for example, if you have a a little signature that you like to do, if you like to use a lot of exclamation points, the AI models going to understand that and respond in kind based upon those previous examples.

16:29
Additionally, if you output a review response, typically with contact information such As for a negative experience, reach out to us at this phone number.

16:38
Our AI model automatically interprets and analyzes that and will include that contact information.

16:43
So it’s incredibly robust.

16:45
Very, very, very cool feature that you as a marketer again, like I want the the responses to sound like me and my brand.

16:52
Yep, exactly.

16:52
You want to be human.

16:53
You want to reach out, have that direct connection when it is necessary.

16:56
And we’ve seen a huge adoption, especially around that contact information.

17:00
People absolutely love it.

17:02
So we’ve got this button, right?

17:03
You can click the button, have AI generate a single response.

17:06
Well, the next logical step is, well, what if I want to do this for more than one review at a time?

17:11
That’s where our multi review response mode comes into play, which is also available today.

17:16
To do this, simply toggle this on.

17:18
You have the ability to select a number of reviews.

17:21
You can do hundreds, thousands of reviews all at once, and then it’s a similar process.

17:25
Simply click that AI responder button.

17:27
It’s going to go through and do the same process I mentioned on each individual review once again, right?

17:32
So it’s not combining them.

17:33
It’s doing the same exact process and you’ll go ahead and see that it outputs a response for each one.

17:39
This is great because you have the ability to just go ahead and publish them all at once.

17:43
If you want, or if you want to vet the responses, you can scroll through here and see each response and edit it as you see fit.

17:50
It’s a great way to get started with being comfortable with AI review responding because you still have full control here.

17:56
You can publish each one individually.

17:58
You can edit that.

17:59
It’s still a huge time saving measure while keeping you fairly close in the loop to be able to make any adjustments you would like.

18:07
The next logical conclusion once we’ve gone ahead and had bulk responding for a number of reviews is we had a ton of customers come up to us and say I love the AI responder, I love the bulk responding, why can’t I just automate this entirely?

18:19
And so that’s where our new functionality comes out, the AI auto responder that is also accessible today.

18:26
To set this up, it’s fairly straightforward.

18:28
All you’re going to do is click the settings tab.

18:31
You’re then going to go over to the workflow automation section.

18:34
You’re going to add a new rule, and you’re going to do automated review response.

18:38
So in this interface, you can set up the rules to tell the AI specifically which reviews you want to respond to and which reviews you don’t want to respond to.

18:47
You can give it a name.

18:49
You can select your locations.

18:50
All locations are a specific account.

18:53
If you have multiple brands, you can have different rules per brands.

18:56
And then really it’s all up to you.

18:57
You can have a respond to any provider.

18:59
You can click specific ones.

19:01
Let’s say we only wanted to do Google.

19:03
You can specify which star rating you want the AI to respond to.

19:06
So for example, let’s only respond to the positive ones, five and four-star reviews.

19:11
You can even say, hey, if the review has text or don’t text, respond or don’t respond, we’ll keep it at all for now.

19:17
And then one thing that I really want to call out here, which is one of the safeguards that I think is most impressive with our functionality is this exclusion section.

19:24
The risky review category section here when you select this Rai model will specifically not respond to any reviews that have been classified as risky via our risk monitoring product.

19:37
Risk monitoring analyzes all reviews in real time that come to the platform, uses AI to determine if they’re risky, think something that can lead to a lawsuit, social media, media nightmare, PR disaster and classify it into categories.

19:51
So when you click this exclusions, you’re going to have a really confident AI model that’s going to to ignore responding to any of those risky reviews in order to truly have something convenient, but also having the guardrail so you can feel confident with the automation.

20:07
Once you’ve gone ahead and done that, you can click simply click the save settings button and everything is complete.

20:12
The AI will now automatically start responding to reviews as they come into the platform based on the rules that you have specified there.

20:19
I think we could do a whole nother.

20:20
We probably have a whole nother webinar on the risky review, which we should dig into at some other time.

20:24
But such a cool feature and and very cool that you can implement that into this, you know, this this product as well or this this this feature.

20:31
So anyways, that is an exciting topic all on its own.

20:35
Yeah, absolutely.

20:36
With that, I can go on forever about the automated review responders here, but I’ll leave it just surface level for now so you guys can get a taste of what exactly it looks like in the product available today.

20:46
OK Morsi.

20:47
Well, I’ve taken the screen back over, so thank you for that live demo.

20:51
That was incredible.

20:52
I will just mention I think what you showed us that new feature, the AO autoresponder setup, maybe took you like a minute to set up a new automation.

21:02
It seemed very quick, very user friendly.

21:05
I know we pride ourselves on that here, but you know what I’m thinking?

21:09
There’s so many different ways you could automate that and, and show, you know, various, various rules or set up different rules.

21:18
But I, I just want to kind of take us through the various ways.

21:22
You know, what you showed us what, what folks might be doing as a strategy today, right?

21:27
Like starting here at the bottom of this pyramid, you showed us these fully manual responses.

21:33
We start seeing people being able to automate things right as they get deeper into the product.

21:40
You know, which of these, I mean, is there like a recommendation as we start thinking about strategy here, like from going from fully manual to dipping your toe into AI responses to the full gamut, like what?

21:52
What is your recommendation?

21:54
Yeah, I know it’s a great question and transparently it really relies on your comfortability level with AI, but I have some best practices that I recommend.

22:01
The first thing is, if you’ve never interacted with our AI responder previously, the perfect place to start is that bulk responder, right?

22:09
So you can have multiple reviews selected, multiple individually tailored AI responses generated, and you get to review each of them before they’re published.

22:17
So I would recommend starting there.

22:19
That way you can see the quality, have our AI model, the quality of the responses we generate.

22:24
So you build a little comfortability with it.

22:26
Once you have that comfortability and you start just accepting every single response, you can move over to the AI autoresponder and start with just a partial set of reviews.

22:35
My recommendation four and five star reviews, reviews with no text, right.

22:40
A human jumping in there, they’re not going to be able to add a lot more context.

22:43
So having the AI completely automate four and five star reviews with no text is a perfect way to start with full automation.

22:50
Once you start to see again the quality of those responses, that functionality, you can move over if you so desire to the AI autoresponder in full.

22:58
You could either include or exclude risky reviews again, to start with, exclude those risky reviews, but it sets you on a path for full automation so you can truly focus on the work that has the biggest output in terms of your business outcomes and not something that can be automated.

23:12
So what I’m what I’m hearing is like, let’s say my brand has, you know, just a blank five star review and I set up at this new rule using AR auto responder that says any five star reviews that don’t have text, you know, respond to these, it’s still going to pull in that brand context.

23:27
Is that right?

23:27
It’s still going to use the voice and tone that that how I’ve responded to, you know, reviews for years or weeks or months or whatever, right?

23:35
Is that right?

23:36
Yep, that’s exactly right.

23:37
Every single review, regardless of star rating, regardless of presence of text or absence of text, is going to pull in that brand tone, that brand voice.

23:45
We do a lot of really cool stuff behind the scenes to pick the best examples and the the model tailoring based upon what people have said and haven’t said.

23:52
The overall point is yes, regardless of the review, it’s always going to pull in that brand voice.

23:57
And one thing that I want to know is that 92% of our AI review responses are accepted immediately by our users without any edits.

24:06
It shows you the level of accuracy and sophistication that this AI review responder has.

24:11
That’s really cool.

24:12
And I, and I know just seeing that in action, I’m, I’m actually kind of curious what happens if somebody had like a really negative brand voice, you know, would it still pick a?

24:20
I’m sure it would, but it would be an interesting strategy, you know, to, to pick that up.

24:24
I like that.

24:25
So I like this approach, you know, go in, try bulk responding, pick all those five star reviews with no text, have it generate an IRIAI response, see if you’re happy with it.

24:35
Then maybe start making some new automated rules.

24:38
And or, you know, maybe you’re just really confident you’ve been using this AI responder in bulk for years now or, or for, for a while and you want to just try fully automating all the responses.

24:48
You know, every kind of maybe four and five star review, even with text, you’re, you feel really confident.

24:55
I think that 92% number would give me a lot of comfort and faith.

24:58
So I’m excited, I’m really excited to hear how folks start using this.

25:02
We’d love to hear from you.

25:03
I’ll just say, if you’re going in and starting to use this, please reach out.

25:06
Let us know if you’ve tried this yet, if you haven’t, you know, or, or if you want to, you know, please, we, we’d love to hear that feedback.

25:13
So drop us a note or, or fill out that survey.

25:18
I do want to mention, you know, we talked about AII think we kind of, we, we talked about a handful of capabilities that we didn’t showcase today.

25:26
And just if folks haven’t been on any of our webinars or they maybe have a new need, tell us a little bit about you.

25:33
You mentioned some of these, but but just briefly tell us like what are the other reputation tools that folks you know can use to, for to to use AI, utilize AI in their strategy?

25:45
Yeah, absolutely.

25:46
The AI autoresponder is not the only piece of AI technology we have in the dashboard.

25:50
We have a very similar concept of generating social media posts.

25:54
So that is one really great efficiency gain as well.

25:57
And then on the insights generation piece, our suite of pulse AI tools, signals and risk monitoring are incredible ways for you to be able to analyze all of that unstructured feedback coming in and drive business outcomes.

26:09
And then and similar to that, we have our competitive intelligence tool where you’re able to do a lot of the same analysis, not just on your brand, but those brands competitors that you care about, whether it be at a brand level for them or even a hyper local competitor.

26:21
You have that flexibility to understand and benchmark how you’re performing in the industry overall.

26:26
Yeah, I that tool is really cool.

26:28
I know we have some exciting stuff coming out for competitive intelligence this year.

26:31
If anybody hasn’t seen our product road map webinar, we tease what’s coming there.

26:37
And I’ll just briefly mention on, you know, if you have a survey in digital strategy, you need to think about getting feedback enough from other places.

26:45
We also have some really cool ways that you can, you know, ask, have AI ask a follow up question, you know, kind of help you automate the survey portion or automate the survey build.

26:59
We also within, you know, our dashboard product of a way to use AI to build inset to build like visualizations, build charts and tables for you.

27:08
It’s a natural language tool that you just ask a question and it can build things out or or show you trends in your data.

27:14
So some cool stuff there.

27:17
Again, I know we’re getting close to time, so I’m going to keep us moving, but I would just like to ask if any of these, you know, if anybody’s interested, we’d love to get you more information.

27:24
We have other webinars content we can send you if you’re curious about how you could speed up some other things you’re doing in addition to AI autoresponder.

27:33
So as this pops up, just take a second.

27:35
I’m going to leave that up on the screen for a minute.

27:38
We have, I know just a few minutes left.

27:40
I want to keep us on time.

27:41
So I’m going to try I, I, we don’t have a ton of time left.

27:44
So I am going to try to see what questions have come in, what we can ask here more.

27:51
See, let’s see if we can stump you.

27:54
OK, this one feels pretty ubiquitous.

27:56
How can I tell if my account has access to the autoresponder feature?

28:01
Yeah, that’s a great question.

28:02
So if you have access to this feature, when you click on that settings wheel that I showed previously, you’re gonna see a section called Workflow Automation.

28:10
And when you go to add that rule, you’ll see the option for the automated review response.

28:14
Easiest way to tell if you have access to the functionality.

28:17
Great.

28:17
OK, well it’s easy.

28:19
I’m going to, I think we have time for like one or two more.

28:22
I will ask though, if you’re still on, please, you know, take our survey here and let us know if you have feedback for us.

28:30
Just scan this QR code and let us know if you want us to cover different topics, do other things, have you know, other people talk on our webinars.

28:38
That would be fine.

28:39
I, I can be replaced.

28:41
The second question, let’s see, do we have the ability to review or audit what the AI is doing over time?

28:47
Yeah, that’s a fantastic question.

28:49
And as we talked about, right, we want to give you guys the ability to keep a human in the loop.

28:54
So on that reputation reviews page where we list out all of the reviews and show review responses, if it has been automatically responded to by the autoresponder, you’re going to see a little UI section that says automatically responded to.

29:07
So great way to see where that is sourced from.

29:09
And there’s also a filter that you can filter to with auto responses or without auto responses, so you can quickly audit the performance over time.

29:16
OK.

29:17
And then this one is, is kind of funny, maybe somebody responding to what we said earlier, if our brand voice changes.

29:25
So I’m guessing like maybe you got you hire somebody new, you decide to go with a negative review voice and tone strategy.

29:31
Will the AI automatically adapt its response style?

29:35
Yeah, that’s a fantastic question.

29:36
And the answer is yes.

29:38
We continuously overtime reference the most previous examples as part of the training of the model in order to understand exactly how you’re evolving your brand.

29:48
So it will change as you evolve your brand voice automatically without the need for any interruption via human.

29:55
Awesome.

29:56
Morrissey, thank you so much for all of your expertise today.

29:59
It’s been a real pleasure chatting to you.

30:01
And thank you for that incredible live demo.

30:05
Of course, Thank you for the opportunity to share what we’ve been building.

30:08
OK.

30:08
Well, thank you to everyone else joining us.

30:09
Again, if you have any questions, please let us know.

30:12
If we didn’t get to your question, we will try to follow up with you, I promise.

30:15
Have a great day.

30:16
Thanks.

30:17
Thanks everybody.