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Digital Marketing Cognitive Agent

AI Feedback & Review Manager

Every happy customer nudged to leave a review. Every review answered with care. Your reputation, actively built — not left to chance.

Role Overview

The Feedback & Review Manager actively grows and protects your online reputation. It collects feedback from customers, asks satisfied ones to leave Google reviews at the right moment, and responds to reviews thoughtfully in your brand's voice — turning your reputation from something that just happens into something managed on purpose.

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Responsibilities

  • Collects feedback from customers at the right point in their journey through connected channels
  • Identifies satisfied customers and prompts them to leave a Google review, making it easy to do
  • Responds to reviews — positive and negative — thoughtfully and in your brand's tone
  • Handles negative reviews with care, acknowledging concerns and de-escalating rather than inflaming
  • Surfaces recurring themes in feedback so you know what customers consistently love or complain about
  • Times review requests to maximise response without pestering customers
  • Keeps an organised record of feedback collected and reviews responded to
  • Flags serious complaints or reputation risks that need your direct attention
  • Escalates only the genuine edge cases it should never decide alone — with full context attached

Connects & Integrates With

Channels

WhatsApp, email, SMS, and connected review platforms

Platforms

Google Business Profile and the review and feedback tools you use

Frequently Asked Questions

At the optimal point in their journey — typically after a successful interaction, completed booking, resolved support issue, or positive feedback submission. The timing is configured based on your customer lifecycle so requests arrive when sentiment is highest, not immediately after every transaction.

It responds promptly, acknowledges the concern directly, and de-escalates — without being defensive. The response is drafted in your brand's tone. For reviews that indicate serious operational issues or require a direct conversation, it flags them for your attention alongside its drafted response.

Every review — positive and negative. Responding to positive reviews reinforces loyalty and shows other potential customers that you engage with feedback. Responding to negatives demonstrates accountability. Both matter for your Google Business reputation.

Yes. Review request delivery is configured based on your connected channels. WhatsApp tends to get significantly higher open and response rates than email for review requests in markets like India.

One to two weeks. The key setup steps are connecting your Google Business Profile, defining the trigger points for review requests, and configuring your brand's response tone and templates.

Deploy the Feedback & Review Manager in your business

Turn happy customers into public advocates — automatically. Tell us your customer journey and we'll build this agent into it.

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