Olo Sentiment has a number of review management features that help brands save time and increase their operational efficiency. Two such features are AI Suggested Responses and Prompt Directives, which use the power of generative AI and machine learning to auto-suggest relevant, personalized responses to guest reviews.
Using these features, brands can more easily take action on guest feedback in real-time with always on-brand responses.
AI Suggested Responses
When in the Reviews Inbox, AI Suggested Responses will be visible in each review tile.
These responses are powered by OpenAI’s GPT4 and are pre-populated for negative, neutral, and positive feedback. The AI will even provide a suggested response for reviews without any text, taking the rating, reviewer name, and possibly more into account depending on the account settings and directives.
Users can easily ignore the suggested response by clicking the Clear button and write their own response or use other time-saving features like Response Templates and Dynamic Text/Localization.
To provide complete control to brands, AI Suggested Responses are not submitted without a user’s approval.
Prompt Directives
A Prompt in generative AI is the instructions given to the system to guide the output. The clearer the prompt, the more accurate and useful the response will be. By default, the AI Suggested Response tool is asked to provide a professional response, while still providing versatility for brands.
This can be further customized using a Directive, which is an additional set of instructions to guide the AI. While only suggested for advanced users and with thorough testing, they can be used to change the tone of the response, use brand specific language, and much more.
General Guidelines
- Start Slow: Before adding directives, let the default prompt run for at least 30 days.
- Add Directives Sparingly: Up to five directives can be added to each Account but it is recommended to not add more than one at a time.
- Remove Unhelpful Directives: If a directive didn’t seem to have much impact after a few days, remove it. Less is more with prompts and directives, so removing dead weight may lead to better and more creative response suggestions.
Implementing Prompt Directives
Navigate to your Account Settings page by clicking on the gear icon in the top-right corner of an account-level page. Under the Account Details tab, click the Set Directives button.
Select Reviews from the product drop-down in the top-left, and a Directive Text prompt will appear.
Since each brand is unique, there is no blanket suggestion that covers all scenarios. However, we have listed some example Prompt Directives below as thought starters.
- Use a tone that is concise and empathetic but avoids using “sorry”
- Use a tone that is relaxed, laid-back, and conversational
- Use a tone that is professional, polite, and signs off as “The [Brand Name] Team”
- Use a tone that is compassionate and caring for “1 or 2 star” ratings
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