Reply automation is the fastest AI win in the reviews stack — and the fastest way to make your brand sound generic. The businesses that get lift from AI replies use it as a first-draft engine, not a publisher. This is the workflow we teach.
Where AI helps
Extracting the reviewer's core issue, checking tone against your brand voice, and drafting a factual base you edit. Speed × consistency without abdicating judgement.
Where AI hurts
Auto-publish. Corporate hedge-words. Identical closing lines. Any reader who reads three of your replies in a row will spot the pattern.
The 90-second workflow
AI drafts. Human reads the review once, reads the draft once, rewrites the opening line and adds one specific detail from the transaction. Publish.
- Always rewrite the opening line
- Always add one specific detail
- Never publish unedited
- Rotate closing lines monthly
What the CMA says about AI replies
AI replies are lawful. AI replies that misrepresent facts, invent customer statements, or hide the business identity are not. Attribution is not required, honesty is.
FAQ
Should I disclose that I use AI to draft?
Optional but increasingly a mark of trust. A footer line — 'replies drafted with AI, edited and approved by our team' — reads as competent, not defensive.
Can ScoreReview UK draft replies for me?
Yes. Our reply assistant surfaces a draft in your dashboard; you edit and publish. Nothing is auto-sent.
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Discussion (2)
- Priya S.· 2 days ago
Really practical breakdown — the four-part reply structure is now on our till-side crib sheet. Thank you.
- Dan (Cannock Plumbing)· 5 days ago
Went from 12 reviews to 47 in three months following almost exactly this playbook. It works.