Feefo's AI Replies feature is designed to revolutionise how businesses engage with customer feedback. This cutting-edge tool utilises advanced artificial intelligence technology, specifically leveraging Google Cloud Vertex, to generate automated responses to customer reviews. By harnessing the power of AI, Feefo aims to streamline and enhance the feedback management process for businesses while ensuring timely and personalised responses to customers.

How Feefo Utilises AI

Feefo's AI Replies feature demonstrates our commitment to innovation and customer-centric solutions. By utilising Google Cloud Vertex technology, Feefo has empowered businesses to automate the response generation process while maintaining authenticity and relevance. 

Here's how it works

  1. Users can access the AI Replies feature directly from the Feedback page within the Feefo platform. 
  2. Upon opening a review, they have the option to generate a response by clicking a button.
  3. When a user opts to generate a response, Feefo's AI system analyses the feedback along with relevant information such as the customer's name, the name of the person replying, merchant details, and product information. 
  4. Based on this data, the AI generates a tailored response. If the user finds that the generated response does not meet their expectations or align with their brand's tone, they have the flexibility to regenerate a new response. This ensures that businesses can fine-tune the generated replies to better suit their specific requirements.

To assist users in crafting effective responses, Feefo provides preset static prompts that outline guidelines for the reply. These prompts serve as a framework, offering suggestions on how to address different types of feedback while maintaining professionalism and empathy.

Proofreading and Customisation

While Feefo's AI Replies feature offers remarkable convenience and efficiency, it's important to emphasise the significance of proofreading and customisation. Despite the advanced capabilities of AI, human oversight remains crucial in ensuring that responses are accurate, relevant, and reflect the brand's voice. Here are some key considerations:

Proofreading: Before sending out automated responses generated by the AI, users should carefully review each message to ensure grammatical correctness, clarity, and appropriateness. Proofreading helps eliminate any potential errors or misunderstandings that may arise from automated content.

Customisation: While AI-generated responses provide a time-saving solution, businesses should aim to personalise each interaction as much as possible. This may involve incorporating specific details from the customer's feedback or tailoring the language to resonate with the brand's identity and values.

By combining the efficiency of AI with the human touch of proofreading and customisation, businesses can leverage Feefo's AI Replies feature to deliver exceptional customer experiences and foster meaningful connections with their audience.


In conclusion, Feefo's AI Replies feature represents a significant advancement in feedback management, offering businesses a streamlined and efficient way to engage with customers. By harnessing the power of Google Cloud Vertex technology, Feefo has introduced a tool that not only saves time but also enhances the quality and relevance of responses. However, it's essential for users to remember the importance of proofreading and customisation to ensure that every interaction reflects their brand's standards and values.