Customising AI Tone of Voice for Client Review Responses

Customising AI Tone of Voice for Client Review Responses

This article outlines how to configure and test the AI Tone of Voice (TOV) feature within the Hive.  

Overview 

The AI Tone of Voice feature allows teams to tailor review response styles for clients, ensuring replies align with each brand’s communication style. 

Accessing Tone of Voice Settings 

To access and configure AI TOV settings: 

  1. 1. Navigate to the Client. 

  1. 2. Select Responses. 

  1. 3. Open the Manage AI tone of voice modal. 

  2. ​

These settings are currently visible only to internal users. Clients cannot access or edit TOV prompts. 

Personalising AI Responses 

Before editing, the prompt you will see is a generic one. When creating a new prompt, make sure to customise this or start again, including only the instructions required for your client. To help with this, you can: 

  • - Pull tone descriptions from brand guidelines. 

  • - Liaise with your client to create a draft prompt. 

  • - Update prompts whenever needed. 

  • ​

A screenshot of a computer AI-generated content may be incorrect. 

Using the ‘Test Prompt’ Button 

You can test tone of voice prompt you’ve created by: 

  • - Clicking Test prompt. 

  • - Entering a sample review. 

  • - Generating a response to confirm the output is as you’d expect. 

  • ​

Testing with a variety of review types (positive, negative, varying lengths, different languages if appropriate) is recommended. 

A screenshot of a white page AI-generated content may be incorrect. 

Adding Client Templates and Examples 

To align responses with a client’s tone of voice, you can replace generic examples in the prompt with your client’s responses. To do this: 

  1. 1. Click Add examples 

  1. 2. Choose a sample review (positive or negative) and paste in an example reflecting how your client would respond to this. 

  2. ​

You can do this as many times as you’d like referencing different examples. Including examples significantly improves AI consistency. 

Permissions and Access Limitations 

At present: 

  • - AI TOV settings cannot be exposed to clients to edit themselves 

  • - Configuration must be completed on their behalf 

    • Related Articles

    • Automated Review Responses

      Clients can automate their review responses for Google, Booking.com, and Facebook using review response templates. The automation can be configured by review score and by whether a review includes comments. This feature saves clients significant time ...

    • Creating/amending a client

      Creating a new client Follow the steps below to create a new client. Go to the client page on the Hive Select "Add Client" button Input Client Name. Add required fields on the "Client Settings" tab as below: "Reimbursement to diner" the text in this ...

    • Adding a review source

      1. Go to https://reviews.hgem.com/ 2. Open the client account. 3. Find the branch in Settings> Locations. 4. In Review Sources, request for the relevant source to be added in the text box and ‘Submit’. - Include the URL to the review source page for ...

    • Default review templates

      When a client signs up for review management and don't have custom templates, we use our default ones. Positive - Rating Only Option 1 Response: Hi there [ReviewAuthor], Thank you for your rating! We hope to see you back soon. Visible for: Reviews ...

    • Client Terminations

      1. If a Small Client, add a change form and change client status to ‘Offboarding’ following the steps required. 2. If they have visits, check for any visits scheduled after the agreed end date for services. 3. Email diners and cancel visits, ensuring ...