ReviewReply

@leo_zaroff thanks Leo! Hope all is well

@yehuda_zahler thanks bud!!

@aidanjrauscher1 thank you Aidan!

@samuelf Thanks Sam!

@chrismessina Hey Chris, I don’t agree. Our aim isn’t to lie or make consumers question themselves, we just want to give businesses better responses to their reviews. We enforce strict human in the loop procedures and in worst case scenarios, refer clients to their reviews for their own input

@henry_connor_coan how do you enforce HITL procedures at scale? It seems like the entire purpose of applying AI and automation to this problem is to remove humans from the loop? Indeed, your business model (I assume) is predicated on this: With Pro and Enterprise, we'll do the heavy lifting of replying on your behalf while also giving you a dashboard to update your listings, see keywords associated with your reviews, and check how many people are searching for your brand. From your website, you do say that you "monitor all of your reviews and generate responses using artificial intelligence" and then "read over each response, make any necessary edits, and then send those responses to customers on your behalf." But there are several problems with this: 1. AI is being used to generate responses. 2. Unless there is disclosure that an AI is writing the responses, that's gaslighting, pure and simple, or at least leaving the customer with the impression that someone from the company is responding to them. 3. What happens if a customer replies to an AI-generated response? Will the AI continue the conversation? Or does your service only work where one reply is permitted? 4. You offer a dashboard to monitor feedback, but from the looks of it, I couldn't make any sense out of how I, as a business owner, would be able to improve my product based on quantitative or qualitative feedback: 5. Over time, as a customer, if I feel like an AI is interacting with me or not able to solve my problem, I will lose trust in the company or brand because it is, as I said, gaslighting me into believing that the company cares about my unique problems or complaints when instead, the customer service function has been farmed out to an AI and automation tool. To be clear: I'm not picking on you or ReviewReply particular; I know that these tools already exist and will only become more prolific. That said, even if my own experience, it's becoming harder to tell when I'm dealing with a human or machine when I seek out customer service, and when I can't tell — that's when my trust starts to erode — the exact consequence of being gaslit!

@chrismessina sent you a DM on twitter