Yext launches AI tool for customer reviews

The tool, called AI Generated Review Response, will work across owned and third-party channels and involves a single system to allow businesses to scale small teams and respond to customer reviews across any digital channel.

The tool uses generative AI to suggest contextually appropriate and brand-based responses by analysing tone and sentiment of posts.

Marc Ferrentino, president and chief operating officer at Yext, said: “With Yext, businesses have the platform to elevate engagement and deliver brand-building experiences.

“Engaging with customers allows them to take those experiences to the next level. It is a massive competitive advantage to provide one-of-a-kind review experiences at scale for every customer which is now possible with Yext Reviews.”