AI is being adopted more and more for different business functions. These include the way we search online to how businesses handle customer service. So, it makes sense that one of the areas local businesses are starting to use AI is to respond to online reviews.

If you’re wondering if you should use AI to reply to reviews is smart, you’re not alone. Some worry it sounds impersonal, or that it takes the “human” out of customer service.

But here’s the reality: It’s actually a smart move, especially for small businesses. And your customers probably won’t mind at all.

Let’s break it down.

Table of Contents

Yes, You Should Be Replying to Reviews

Even though it seems obvious, it’s worth mentioning here. Replying to your reviews, whether positive or negative, matters. People pay attention to how a business responds, especially when things don’t go perfectly. It shows you care, and that you're engaged.

Of course, there’s always a catch? Staying on top of those responses consistently is time-consuming. It’s one of those tasks that’s easy to put off and then easy to forget about.

Why AI Is Actually a Great Fit Here

Because of the important role review responses play in not only your online reputation, but also your search rankings, making sure this task is completed is vital. That’s where AI can help.

1. Saves Time

Writing thoughtful replies takes time, and it’s not always easy to know what to say, especially when the review is critical. AI tools help by giving you a starting point, or in some cases, a ready-to-send message. Instead of writing each response from scratch, you can review, tweak, and send quickly.

If you’re getting several reviews a week, that time savings adds up fast. Using the AI generated responses means your business stays active online without you having to block out hours just to catch up.

2. The Responses Sound Good…And Sometimes Better

Here’s what might surprise you: Customers don’t always know (or care) if a review reply was written by a person or AI. In fact, one study showed that in some cases, people actually preferred AI-generated replies over human-written ones.

Why? Probably because AI tends to keep things polite, on-point, and free from emotion. This is especially helpful when responding to negative feedback. That kind of consistency goes a long way in building trust with your brand.

“Doesn’t It Feel Impersonal?”

It’s a fair question. You don’t want to come across as robotic. But using AI doesn’t necessarily mean the messages will be cold or generic.

The best way to use AI is as a starting point. Read through the AI suggested response, personalize a few lines, and hit send. You still control the tone and the message. AI is just giving you a head start. Over time, many businesses even build a bank of pre-approved responses they like, which saves even more time.

Should You Use AI for Every Review?

Not necessarily. If a customer leaves a deeply personal or specific review, it’s a good idea to write a more custom reply. But for the majority of quick, five-star reviews, ones such as “Great place, friendly staff!”, AI can easily handle it and probably do it faster than you can.

Think of it like this: Let AI help with the routine stuff so you have more energy for the responses that really need a more human touch.

How to Get Started

Most review management platforms now include some kind of AI reply tool. If you’re using one already, check if there is an AI feature is built in. If not, there are a few standalone tools like ChatGPT that can help generate drafts quickly.

Here’s a Pro tip: If you’re using a tool, make sure it understands your brand toe and voice. You may need to “train” it with content examples. Be prepared to spend some time fine-tuning the AI when you first get started.

Final Thoughts

If replying to every review feels overwhelming, using AI to lighten the load isn’t just efficient, it’s a smart move. Your customers still get timely, thoughtful replies, while you get to focus your time on running your business.

The key takeaway? AI isn’t here to replace your voice. It’s here to help you use it more efficiently.

Related Resources

SearchGPT: A New Way to Search the Internet

Google Search Volatility: What’s Happening in the Rankings?

Marketing During a Recession is Critical

Local Search Rankings: You Need to Get Some Stars

Need Help?

Do you need help with understanding AI and reviews? Call Signal Digital Marketing today at 513-237-5530 and we can schedule a free consultation.

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