AI feature for alphin

An AI reply automatitation that helps users to respond Google Reviews in less time keeping the brand voice.

problem

The challenge was clear: automate repetitive review responses while maintaining user control and preserving brand voice. My research revealed critical pain points, including a 15.3-minute average response time, 60% of users skipping negative reviews, and high frustration with manual workflows.

solution

To address these challenges, we designed an AI-powered review reply feature that provides suggested responses aligned with the brand’s tone. My goal was to reduce cognitive load, maintain user control, and improve efficiency.

Sales struggled to demonstrate product value due to manual processes and users failing to recognize the tool's potential. I aimed to boost Acquisition and Activation metrics. Users had access to the alphin platform but lacked interest.

Response Time: Average 15.3 minutes
Negative Review Avoidance: 6 out of 10 users
Template Usage: 7 different copy-paste patterns
Frustration Points: 12 instances of page refreshing/abandonment

year

2023

timeframe

16 days

tools

Figma, Miró & Hotjar

outcomes

The results exceeded expectations. After launching the AI review reply feature, we saw a 28% increase in engagement, a 3x reduction in review completion time (from 15 minutes to just 3 minutes), and a 4% boost in client acquisition.

learnings

While the project was a success, there are areas I would approach differently in the future. For example, I would have included sentiment analysis for negative reviews, tested tone options with actual brand guidelines, and collaborated with the ML team earlier in the design process