Hospitality resort · Sardinia

AI-drafted review replies, in the house tone

ClaudeMake.comApifyGoogle Sheets

1000+

reviews analysed

17%

multilingual reviews

The problem

Review replies written by hand, one by one, across languages.

The solution

An AI pipeline drafts replies in the house tone: a human reviews and publishes.

Daily pipeline diagram: scrape of new reviews, dedup, draft generated by Claude in the house tone, worksheet, summary email, operator review — The daily pipeline: from new reviews to a ready-to-publish draft

Weekly loop diagram: current prompt and operator feedback consolidated by Claude, with a prompt update or a no-change email — The weekly self-improvement loop, human in the loop

The client came from a DIY attempt with an unconstrained autonomous agent, with no control over costs or permissions: a governed approach was needed. Before automating anything we analysed the full historical record of reviews and the owner's replies: from those, Claude distilled a tone and style guide (register, opening and closing formulas, complaint handling), validated by the client on sample drafts before the pipeline went live.

Every morning the pipeline checks the public page for new reviews, discards the ones already seen and drafts a reply for each in the review's own language, with an Italian translation alongside. Sensitive cases, such as very low ratings or concrete complaints, are highlighted and never published blindly.

The operator finds everything in a shared worksheet: they review the draft, publish it via the platform's management console and can leave feedback on every reply.

Once a week a second process re-reads the operator's feedback and the prompt in use: when needed, it rewrites a consolidated version, archives the previous one and reports the differences. The system improves itself, with a human in the loop at all times.