AI TRAINING
AI for Customer Reviews and Reputation Management
Use AI to tag sentiment, draft human-sounding replies, and turn reviews into operational improvements.
What it covers
This hands-on workshop teaches SME owners and managers how to apply AI tools to their public review workflow — from sentiment tagging and prioritisation to drafting authentic responses on Google, Trustpilot, and TripAdvisor. Participants learn to set escalation rules, spot recurring themes, and feed insights back to operations. The session also covers compliance guardrails: what you must never let AI say in a public reply.
What you'll be able to do
- Configure an AI tool to automatically tag incoming reviews by sentiment and urgency
- Edit and publish AI-drafted replies that pass a human-tone checklist
- Build a simple escalation ruleset for 1-star or legally sensitive reviews
- Extract a monthly themes report from review data and map it to one operational action
- Identify and avoid the top compliance pitfalls in AI-assisted public responses
Topics covered
- Sentiment tagging and review prioritisation using AI tools
- Drafting replies that sound human, not robotic
- Setting escalation rules for negative or sensitive reviews
- Identifying recurring complaint and praise themes
- Feeding review insights into operational improvements
- Compliance do-not-dos: defamation, GDPR, misleading claims
- Selecting and configuring the right AI tools for your platform
Delivery
Delivered in-person or via live virtual session (half-day). Participants work directly in their own review platform dashboards using provided AI prompt templates. Roughly 70% hands-on exercises, 30% facilitated instruction. Materials include a prompt library, an escalation rule template, and a compliance one-pager. A 30-minute follow-up Q&A call is recommended two weeks after the session.
What makes it work
- Assigning one named person as 'review owner' who runs the AI-assisted workflow weekly
- Maintaining a short brand voice guide that every AI prompt references
- Scheduling a monthly 30-minute ops meeting where review themes are reviewed and actioned
- Keeping a compliance checklist pinned next to the publishing step
Common mistakes
- Publishing AI replies verbatim without a human tone-check, leading to robotic or off-brand responses
- Ignoring escalation rules and letting AI attempt to handle legal complaints or fraud accusations
- Collecting themes from reviews but never assigning an operational owner to act on them
- Using AI to generate incentivised or fake-sounding replies that violate platform terms
When NOT to take this
A business that receives fewer than 10 reviews per month — the manual effort of the workflow setup outweighs the time saved at that volume.
Providers to consider
Sources
This training is part of a Data & AI catalog built for leaders serious about execution. Take the free diagnostic to see which trainings your team needs.