The Review Assistant is responsible for identifying, drafting, and supporting public responses to customer reviews across platforms. It ensures that all customer feedback is acknowledged promptly and appropriately, supporting the Customer Support and Community Engagement teams. This agent maintains the brand’s voice and helps manage reputation through timely and tone-aligned engagement. The agent continuously monitors review platforms to detect new customer feedback. Upon identifying new reviews, it drafts personalized responses using tone guidelines and brand voice documentation. It automatically routes critical or flagged reviews – such as those rated one star – to human agents for deeper attention. By automating response preparation and detection, it increases visibility, ensures faster response times, and maintains a consistent customer experience.

Skills: Platform monitoring for new customer reviews (e.g., Google Reviews, Yelp, Trustpilot, Facebook, G2) Automated sentiment analysis to prioritize urgent or negative feedback Drafting personalized responses using tone-of-voice guidelines and brand standards Escalation logic to route critical (e.g., 1-star) reviews to human agents Knowledge of brand positioning and community engagement best practices Experience with reputation management tools (e.g., Birdeye, Podium, Yext, ReviewTrackers) Collaboration with Customer Support and Marketing teams to align messaging and handle edge cases Content moderation awareness to flag inappropriate or fake reviews when needed

Agents | Customer Service and Support Agents