The tool, called AI Auto Responding, uses generative AI to create responses in a natural, conversational tone to customer reviews based on sentiment, context and brand guidelines.

AI Auto Responding also allows brands to create and save personalised prompts and use in auto responding workflows or as a library of templates when engaging with customer reviews. 

Other key features include customisable response rules, multilingual capabilities and a choice between using fully automated responses or AI-generated suggestions for manual review within the platform.

Sarah Speigle, director of product, reputation management, at InMoment, said: “As staffing challenges persist across industries, our enterprise customers need smarter solutions that allow them to maintain high-quality customer engagement without overwhelming their teams.

“AI Auto Responding represents the next evolution in reputation management, enabling brands to ensure every customer feels heard while freeing their teams to focus on strategic initiatives.”