AI Assistance in Managing Customer Feedback

Don’t have time to check and respond quickly to reviews on various platforms? Are your location rankings deteriorating due to unanswered negative customer reviews?

We have a solution to these problems, that’s why we added artificial intelligence and automation to the Getpin account review processing system.

What is the importance of reviews?

Working with reviews is an integral and extremely important part of business-to-customer communication. Thanks to informative and positive reviews, customers are more likely to see your company in search results. Negative reviews, on the other hand, can potentially influence the user’s choice of your product or service.

According to research,

56% of consumers said that a company’s response to reviews gives an idea of how responsible and caring the company is.*

45% of consumers report that they are more likely to choose a business if it responds to bad reviews.**

Therefore, it is especially important to respond promptly to different types of reviews, which is a problem for businesses, because the more locations you have, the more time and resources you need to spend on monitoring.

Our Solution

Getpin’s single sign-on solution helps manage the customer experience across third-party online platforms. Thus:

all reviews about your business are collected in one account,
there is no need to check several resources, such as Google Business Profile, Facebook, Otzyvua.net, Minfin, Top20.ua, and soon Tripadvisor,
you can quickly and easily analyze the performance of each location, including through customer feedback.

Additionally, Getpin provides an option to set up notifications about different types of feedback, which is especially important in case of negative feedback and conflict situations with users of your products or services. Notifications will be sent to your email or Telegram to help you respond quickly and turn negative feedback into a positive experience.

You can classify reviews as:

negative / positive,
with text / without text,
by keywords.

Benefits of automation and AI integration in the Getpin account

We have integrated artificial intelligence into the account, so from now on, AI will help generate personalized responses to customers. Our algorithm provides an individual response based on the analysis of keywords from the review and information about the location where the feedback was left.

Then you can choose whether to set up automatic sending of AI-generated texts or manual approval of the proposed text by a manager.

Templates

For those who are not yet comfortable with AI technologies, Getpin offers the possibility to prepare answer templates.

Here is a simple algorithm:

You create variants of templates depending on the customer’s rating, the text of the review, or keywords.
When you receive a review, Getpin offers certain templates from the available ones, depending on the context of the review and the tone of the review.
Choose the most appropriate one and send it.

You can also set a scenario that will trigger the autoresponder. For example, for reviews without comments but with a rating.

How it looks like:

A customer gives 4-5 ⭐ without any comments – an automatic response: “Thank you for your high rating!”.

So, choose templates or artificial intelligence and set up automatic sending of responses or manual moderation, depending on the scenarios you set.

Save your managers’ time and improve customer experience with Getpin!

*Podium

**Review Trackers

20.04.202320.04.2023

Google is working on an entirely new search engine based on artificial intelligence

Google is working on an entirely new search engine based on artificial intelligence 💡

What is currently known?

Generative artificial intelligence, particularly ChatGPT, has taken the world by storm and shaken up Silicon Valley Big tech giants have started competing in harnessing AI capabilities and using them as efficiently as possible.

Just a few weeks after the launch of the OpenAI chatbot, Microsoft responded by integrating the GPT-4 model into the Bing search engine. In turn, this prompted Google to enter the market with its own chatbot called Bard.

Currently, Google is more discreet and keeps its future plans under wraps. According to The New York Times, Google’s technical team is working on an entirely new search engine that aims to revolutionize internet search using AI. In parallel, work is being done on new AI features for the well-known search engine under the codename “Magi.”

It is currently unknown when the new search engine will be unveiled. According to the American newspaper, the development is still in its early stages. The goal of these innovations is to provide a much more personalized user experience.

What is currently known about the innovations:

The system is expected to anticipate users’ desires based on their search queries.

Lists of pre-selected options for search information or recommendations for product purchases are planned to be displayed.

The company is experimenting with a chatbot for developers that can write code.

There may be a feature added to scan the context of web pages to provide answers to additional questions.

The ability to search for music using the chatbot is expected to be added.

Most likely, this is not an exhaustive list of new features.

The user interface is expected to be similar to the currently available Bard, Bing, and ChatGPT chatbots. This means that users will be able to have a conversation with the search system that resembles a conversation with a human, instead of entering short queries into an input field.

According to media reports, Google plans to announce the new artificial intelligence in its search system as early as May.

Obviously, the threat of losing sales creates additional pressure. Recently, there has been information that Samsung plans to use Bing instead of Google as the new default search engine on their Android devices. This news has shocked Google employees.

Like Apple, Samsung currently sets Google as the default search engine on their smartphones and tablets. Google charges a small fee for contracts with major manufacturers. According to reports, Samsung’s revenue from this arrangement amounts to $3 billion US dollars.

This year, there are also plans to extend the contract with Apple, which could be worth up to $20 billion. So there is a possibility that Google’s new initiatives will be implemented in 2023, helping the company to “maintain its brand” against competitors and partners and not lose valuable contracts.

We will be watching the further development of events with interest and keeping you updated with the latest news

07.04.202315.06.2023

Google is testing AI for creating ads

Google is always looking for ways to make the process of creating advertisements easier for its users, and now they are testing the use of artificial intelligence (AI) to help with this. This new form of AI is designed to provide users with suggested headlines and ad descriptions.

Google Ads representative Ginny Marvin confirmed that this is a small test, unrelated to Bard.

The new feature has started appearing for some Google Ads users when they attempt to create adaptive search ads. They see a message that says, “AI can help you create an ad.” Next to the message is a BETA label and it goes on to say, “Google can suggest ad headlines and descriptions based on information about your business.” The user is then prompted to provide a short description of the product or service being advertised, as well as what makes it unique.

This new development is still in beta, but the possibilities of using AI to create ads are endless. This could potentially change the way ads are created, making it easier and faster for companies to advertise their products and services. We’ll have to wait and see what other features Google Ads unveils with this new AI technology.

01.04.202301.04.2023

Microsoft is testing the integration of ads into the Bing chatbot ?

Microsoft is testing the integration of ads into the Bing chatbot 😏

Although Microsoft claims that the ads will be clearly marked and not confused with other responses, there are concerns about the user experience and advertising ethics.

One of the main concerns is that ads may precede organic responses, as in traditional search engine results, which could be particularly unpleasant if users are unaware of it, affecting their trust in the chatbot’s responses.

However, on the other hand, advertisers may see the integration as an opportunity to interact more personally with customers through the chatbot system.

Microsoft has stated that it’s exploring new opportunities for ad experiences and may add a hover feature that reveals more links from an advertiser’s website.

Microsoft is also considering sharing ad revenue with partners whose content contributed to the response in Bing Chat.

Interestingly, news of the ads appeared the day after it was reported that Microsoft threatened to cut off access to Bing search data for companies if they try to use it to create their chatbots.

This move shows that Microsoft is not only building and monetizing its own artificial intelligence, but also doing everything possible to protect it from potential competitors.

Although the integration of ads into the Bing chatbot may provide new opportunities for advertisers to attract customers, it also raises certain concerns about the user experience and advertising ethics. Microsoft must be careful about how it integrates ads to maintain user trust and ensure the reliability and impartiality of the chatbot’s responses.