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ChatGPT finds its way into Aussie Google reviews

By Grace Ormsby
24 March 2023 | 10 minute read
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The artificial intelligence (AI) platform has taken the world by storm since its release late in 2022 — and now it’s been integrated into Australian reputation management.

Podium, the review-centric company providing solutions for Australian local businesses, has revealed a new integration with ChatGPT.

It’s an effort to automate the review response process, which Podium said will assist “Australian local businesses [to] manage their online reputation effectively.”

Podium has acknowledged that the integration comes as businesses across the world continue to investigate tangible ways of building AI into their operations.

At the same time, Google Reviews continue to grow in influence, a perspective backed up by a Podium survey, which found nearly 85 per cent of Australians are influenced by Google Reviews when picking a business.

Nearly half (46 per cent) of respondents are more likely to look at a local business’s Google listing before visiting than they were pre-COVID-19, while just over half (51 per cent) say that how a business responds to reviews can change their perspective on the business.

The sentiment around the importance of Google reviews is shared by nearly half of Australia’s local business owners, with 45 per cent stating that online reviews are “very important” to their success.

The new feature from Podium, touted as “Review Response Suggestions”, draws on the AI’s capacity to generate review response suggestions, which it touted as making it “quick, easy and convenient” for businesses to not only respond to customers in a timely and professional manner but also stay on top of online reviews.

The feature can reportedly generate customised response suggestions that businesses can quickly edit and personalise to their satisfaction.

Having already been beta tested, Podium launched the feature on 21 March, with Google support.

This is set to be followed by Facebook reviews, with Podium acknowledging the need for businesses to respond to customer feedback across multiple platforms.

Eric Rea is the CEO of Podium, and acknowledges just how crucial online reputation management is to local businesses.

“That’s why we’re excited to launch our new ‘Review Response Suggestions’ feature, which will make it easier for businesses to manage their online reputation.”

He reflected on the idea that while online reviews have never been more influential, it doesn’t make it any less daunting or time-consuming as a business owner to stay on top of them, whether they are good or bad.

“Our integration with ChatGPT is designed to unburden local businesses, enabling them to manage their online reputation more efficiently and spend more time working on meaningful, face-to-face or revenue-generating tasks.”

Since the advent of ChatGPT, it’s been touted as a game changer for not just the real estate industry, but for businesses more generally — so how is AI affecting jobs in 2023?

A number of leaders in the real estate space have commented on the technology’s capacity to create change in the real estate space. 

Sarah Bell has acknowledged the huge issue with ChatGPT that we don’t talk about, while Will Gosse has reflected on how easy it is to get swept up in the hype of the AI platform in a piece titled Let’s Chat, GPT.


Grace Ormsby

Grace Ormsby

Grace is a journalist across Momentum property and investment brands. Grace joined Momentum Media in 2018, bringing with her a Bachelor of Laws and a Bachelor of Communication (Journalism) from the University of Newcastle. She’s passionate about delivering easy to digest information and content relevant to her key audiences and stakeholders.

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