Generic AI sounds like everyone else. Tailoring tone, vocabulary, and escalation paths makes replies feel on-brand and safe for regulated or luxury contexts.
How to choose your tone of voice
Start from your brand guidelines: formal vs warm, humour vs none, British vs American spelling. Feed the model examples of replies you already like.
If two locations serve different clienteles, consider per-location tone presets.
Tone examples: Luxury, Friendly, Corporate, Playful
Luxury: shorter sentences, no exclamation marks, acknowledge inconvenience without over-explaining. Friendly: contractions allowed, gratitude-forward.
Corporate: neutral, policy-aware phrasing. Playful: light wordplay only when your brand already uses it on social.
How to personalise replies
Mention the specific dish, room type, or service named in the review when accurate. Avoid fabricating details the reviewer did not provide.
Use merge fields where the product supports them so multi-site teams do not hand-edit basics.
When to override AI manually
Legal threats, safety issues, or press-sensitive threads should be human-written. AI can still draft a first pass for speed.
Document override reasons so patterns feed back into better prompts or training.