responseAI

TrustYou's responseAI is a paid add-on to the New Inbox BETA that can be used to generate AI responses to OTA reviews or TrustYou Survey reviews.

With this feature, you have an easier and efficient way to create a greater variety of responses with the benefit of addressing most of the topics that have been mentioned by the guest, so the response still looks as if it was written by a human and the effort of creating new responses from scratch is significantly reduced.

Benefits:

• give your responses a personal touch without repeating yourself
• respond much faster to web reviews and surveys
• no more typos
• boost your response rate, 100% is easier and faster to achieve
• increase your online reputation

Both title and text of a review will be considered when the AI generates a response. 

Step 1: Settings for your responseAI (optional)

If you click on "Settings", you can set the following parameters for the AI-generated responses

1) Signature

The signature you enter here will be appended and translated automatically when you generate a response.

2) Tone of voice

1. Formal: the response will sound more formal and professional
2. Casual: the response will sound more casual and friendly

Here is an example:

Review

The room I stayed in was spacious and clean, with comfortable bedding and modern amenities. I appreciated the extra touches such as the complimentary water bottles and coffee maker in the room. The bathroom was also well-appointed, with plenty of towels and toiletries provided.

Sample responses

Formal Response

Thank you for taking the time to share your positive experience with us. We are thrilled that you enjoyed our spacious and clean rooms with comfortable bedding and modern amenities. We believe in providing a luxurious experience to all of our guests, and we are delighted that you appreciated the complimentary water bottles and coffee maker in your room. Our goal is to ensure complete satisfaction, so it is wonderful to hear that the bathroom was well-appointed with plenty of towels and toiletries provided. Thank you again for your kind words. We look forward to welcoming you back soon!

Casual Response

Thank you for your kind words about our room, bedding, amenities, and bathroom! At Hotel XYZ, we strive to make sure every guest feels at home during their stay. We believe in providing exceptional comfort and convenience to all of our guests, so it's great to hear that we were able to do just that for you. Thank you again for your review and we look forward to having you back soon!

3) Response length

Response length: there are three options when selecting the length of the response:

1. Auto: the length of the response will be calculated based on the length of the review
2. Brief: the length of the response will be brief, despite the length of the review
3. Detailed: the length of the response will be longer and more detailed. If the review text is rather short, then the response might not be very detailed since more context would be needed.

Here are some examples:

Detailed review

I recently stayed at the XYZ Hotel and overall, I had a good experience. The hotel is located in a great area with easy access to restaurants and shops. The staff were friendly and accommodating, always willing to help with any requests I had.
The room I stayed in was spacious and clean, with comfortable bedding and modern amenities. I appreciated the extra touches such as the complimentary water bottles and coffee maker in the room.
The bathroom was also well-appointed, with plenty of towels and toiletries provided.
However, there were a few areas where the hotel fell short. The noise level in my room was quite high, with traffic and street noise audible even with the windows closed.
Additionally, the Wi-Fi connection was spotty at best, which made it difficult to get work done during my stay.
Despite these drawbacks, I would still recommend the XYZ Hotel to others looking for a comfortable and convenient place to stay. The positives outweighed the negatives and overall, I enjoyed my time at the hotel.

Sample responses

Auto length	Thank you for your review of the XYZ Hotel. We are so pleased to hear that you enjoyed your stay with us, from the friendly and accommodating staff to the spacious and clean room with modern amenities. We are delighted that you appreciated the extra touches, such as the complimentary water bottles and coffee maker in the room, as well as the bathroom being well-appointed with plenty of towels and toiletries provided. We apologize for any noise disturbances or inconvenience caused by difficulties connecting to Wi-Fi during your stay. At XYZ Hotel we strive to create a comfortable atmosphere for our guests and guarantee a quality experience. We are happy to hear that overall, you enjoyed your time at our hotel and would recommend it to others looking for a pleasant place to stay. Thank you again for staying with us, we truly appreciate your feedback!
Detailed length	Thank you for taking the time to share your experience with us at XYZ Hotel.  We are delighted to hear that our convenient location and accommodating staff met your needs and expectations. We are also glad you enjoyed the complimentary water bottles and coffee maker in the room, as well as the spacious and clean accommodations, bedding, and amenities. At XYZ Hotel, we strive to provide a comfortable stay for all of our guests. We recognize that noise levels can be distracting, especially in densely populated cities like ours, so we apologize if this was disruptive during your stay. The same goes for our Wi-Fi connection; we understand how important it is to stay connected while away from home and apologize if our service fell short of meeting your expectations. We thank you again for taking the time to review us and sharing your experience with others. Our goal is always to ensure each guest has an enjoyable stay, so we hope you will consider giving us another chance in the future.
Brief Length	Thank you for your feedback concerning your recent stay at XYZ Hotel. We are pleased that you enjoyed the convenient location, friendly staff, and the modern amenities in your room. We apologize for any noise disturbance and spotty Wi-Fi connection that may have impacted your stay. We strive to provide our guests with a comfortable and enjoyable experience each time they visit us and we will use this feedback to continue improving our services. Thank you again for taking the time to share your comments with us.

Brief review

I recently stayed at the XYZ Hotel and overall, I had a good experience. The hotel is located in a great area with easy access to restaurants and shops. The noise level in my room was quite high, with traffic and street noise audible even with the windows closed.

Sample responses

Auto length	Thank you for your stay at the XYZ Hotel and for taking the time to leave a review. We are delighted to hear that you found our location convenient and that it offered easy access to restaurants and shops. We understand your concern regarding the noise level in your room, and we are sorry that you had this experience. At XYZ Hotel, we strive to ensure our guests have a comfortable and peaceful stay, so we apologize if this was not the case in your situation.
Detailed length	Thank you for taking the time to share your experience with us at the XYZ Hotel. We are delighted to learn that our location provided you with easy access to restaurants and shops. However, we apologize that the noise in your room was too loud and that it impacted your stay. At XYZ Hotel, we strive for a peaceful and tranquil atmosphere for our guests and we are disappointed that this wasn't achieved on this occasion. We hope that despite this issue, you still had a good experience in our hotel. Please feel free to reach out to us directly should you have any additional feedback or questions about your stay. We hope to welcome you back again soon!
Brief length	Thank you for your review of the XYZ Hotel. We are so pleased to hear that you enjoyed the convenient location of our property and had a generally pleasant stay. We understand that noise levels can sometimes be an issue in urban locations, and we apologize if this affected your experience. At XYZ Hotel, we strive to provide our guests with a peaceful and comfortable stay and will continue to work towards that goal moving forward. Thank you again for your feedback!

4) AI guides

See this article on AI guides

Step 2: Generate response

• Every time you (re)generate an AI response, it will consume a credit
• To generate a better response, the system also considers the review author's name and the hotel's name. 
• You can edit and rewrite the response however you want
• If you're happy with the response, you can:
  • Click "Respond" to directly send the response (for TrustYou Survey or also Booking.com and Google if the Direct Responses feature is enabled)
  • Click "Go to source" if your review is from a different review source
    • clicking this will take you to the OTA website, here you need to log in
    • the response text can be pasted with ctrl-v if you have clicked the copy-icon (see Step 2 above)
    • Send the response

Step 3:  Mark as responded (optional)

You can click on "Mark as responded" when you have responded to a review on the OTA/source website already in order to remove the review from the "unresponded" view.

Please note that the response rate is not affected by marking a review as responded, the response rate is only updated after the response was published and confirmed.