Artificial Intelligence

Using GPT-3 to Respond to Customer Reviews

July 20, 2021
5 min

Responding to reviews shows you value your customers and the feedback that they provide. Reviews improve visibility and increase the likelihood that a potential customer will visit again your business. More importantly, Google confirms that responding to Reviews will improve your Local SEO. This means more business to you.

interact with customers by responding to reviews that they leave about your business. Responding to reviews shows that you value your customers and the feedback that they leave about your business.

But let’s be real. Responding to reviews is very time-consuming and not everybody can keep up with the high volume of customer inquiries. It is also important to respond with a customized message. That’s where Replier.ai can help, we believe our technology offers a unique way to respond quickly to customers which will help you hours of work every week while you provide tailored replies to target specific clients and pain points.

Using GPT-3 to respond to customer reviews


GPT-3 is the largest natural language generation model from Silicon Valley-based artificial intelligence research lab OpenAI. This AI model is capable to generate text that is almost impossible to distinguish from something written by a human. 


At Replier.ai we started researching how this technology could be applied to customer care and specifically to respond to Google My Business Reviews. We were lucky to get early access to OpenAI APIs which are in public Beta now and we started customizing GPT-3 to apply it properly to this domain. That required using the right data inputs for each business and sometimes re-training GPT-3. 


We build a GPT-3 Admin to manage GPT-3 in production at scale. Our system automatically creates GPT-3 configurations for each individual business and business category. When you use Replier.ai, it will automatically pick up your previous review responses and use those to create new ones. This is critical because that will allow our AI to provide always unique and custom responses that follow your unique business style and tone. 


To keep things simple, what we do is to apply some pre-formatting of the input review that needs to be replied to, we run GPT-3 and then we clean the output - because GPT-3 is not always accurate. We built a pretty advanced AI monitoring system to understand what GPT-3 is generating for our customers so we continue to improve and detect bad behaviors and add proper fixes.


Our GPT-3 pipeline to respond Google Reviews


Any production application using GPT-3 has to be approved by Open AI. We submitted our application design and the main premise is to not have the system respond automatically to customer interactions. Replier is not a bot, it is an assistant that helps businesses and local agencies respond faster. Our interface provides different Response Ideas for each review, but ultimately it is a human that is responsible to Publish the response and if needed. 


Review Response Ideas generated automatically with Replier.ai


We could expand a lot more on our GPT-3 architecture and implementation, and we are very proud of the work done. It could be applied to multiple GPT-3 use cases and domains. Please reach out if you would like to learn more!


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