AI-drafted review replies, in the house tone

How it went

The client came from a DIY attempt with an unconstrained autonomous agent, with no control over costs or permissions: a controlled 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 for new reviews across all three platforms where the property is reviewed, Booking, Google and Tripadvisor, 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 each platform's own 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 gets better every week, and every reply goes through a person before it's published.