This isn't generic AI - it's tailored intelligence.
Generic AI sounds like everyone else. Tailoring tone, vocabulary, and escalation paths makes replies feel on-brand and safe for regulated or luxury contexts.
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.
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.
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.
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.
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