AI Review Sentiment & Response Assistant

What this solution is designed to do

Turn restaurant feedback into a review queue that staff can act on. CYBEX can scope an assistant to organise permitted review sources, identify service themes and draft responses in an agreed tone. Staff retain control over what is published and how complaints are handled.

Operational problems to resolve

A single rating does not explain whether a guest is unhappy about waiting time, food, delivery or service. Duplicate reviews, sarcasm and mixed feedback can also distort automated summaries. Teams need access to the source text before acting.

Features to include in your scope

• Permitted source collection: Use authorised exports or supported interfaces, respecting the access available for each review platform.
• Topic classification: Group feedback about food, service, waiting, atmosphere, value or delivery for operational review.
• Uncertainty handling: Flag mixed, ambiguous or low-confidence classifications instead of forcing a confident label.
• Response drafts: Prepare a suggested reply using approved guidance without inventing a refund, investigation or resolution.
• Escalation queue: Route serious allegations, safety concerns and sensitive customer details to designated staff.
• Branch trends: Show sample counts, date ranges and source context alongside sentiment changes.

How the workflow operates

1. Agree review sources, access permissions and response guidance.
2. Import feedback and retain a link or reference to the original.
3. Review topic and sentiment classifications, correcting errors.
4. Approve, edit or reject response drafts through the agreed process.
5. Track recurring issues and record service-recovery actions.

Integrations and data requirements

Direct publishing depends on each platform’s permissions and supported APIs. A draft-only workflow can be used when approved publishing access is unavailable.

How to evaluate a pilot

Review a sample of mixed and negative comments with venue staff. Measure classification accuracy, required edits and response handling time before expanding the workflow.

Security, Privacy and Responsible AI

Recommended controls include least-privilege access, secure authentication, encryption where appropriate, backups, activity logging and documented retention. AI-assisted outputs should be reviewed where they affect customers, pricing, staffing, allergens or other material decisions. The solution supports compliance processes but does not itself guarantee legal or regulatory compliance.

Implementation Approach

1. Discovery and success criteria
2. Workflow and data mapping
3. Prototype and design approval
4. Configuration and integration
5. Controlled data migration
6. User testing and training
7. Launch, monitoring and improvement

Worldwide Delivery

CYBEX can deliver remotely for businesses in the UK, Europe, the USA, Australia and other agreed markets. Local regulations, language, tax, payment and data-hosting needs are reviewed during scoping.

Indicative GBP Packages

Starter — from £1,900

One location, core workflow, standard roles, basic reporting and remote onboarding.

Growth — from £3,800

Multiple workflows or locations, selected integrations, enhanced reporting and administrator training.

Enterprise — Custom Quotation

Complex integrations, advanced governance, migration, tailored service levels and phased rollout. Third-party licences and usage charges are excluded unless stated.

Plan Your Solution with CYBEX

Discuss your current workflow, systems and priorities with our team. We will recommend a realistic scope, implementation route and support model.

Book a consultation or email [email protected].

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