1. Where AI sits in the platform
Every place where AI helps write is marked in the platform. You always see a label on text drafted by AI, before you send or publish it.
What the AI does
- Draft replies to reviews in the language of the review.
- Suggest posts for your Google Business Profile.
- Summarise sentiment and recurring topics in your reviews.
- Offer text suggestions for invitations, pages and emails.
- Check your business profile and point out what to improve.
What the AI never does
- Write, buy, trade or post reviews on behalf of a customer.
- Pose as a customer, guest or patient.
- Post negative reviews about competitors or get them removed.
- Hide or filter genuine reviews out of the public display.
- Claim to be a human when you ask.
- Offer rewards in exchange for a positive review.
2. A human decides, always
Every AI draft is editable and is not sent before you approve it. If you switch on automatic replies, you are giving advance approval for that category of reviews, and you can switch that choice off again at any time.
The text you send is your text. You remain responsible for the content, even when the AI wrote the first draft. So always read a draft, exactly as you would read a draft written by an employee.
3. Limits of the technology
- AI can get facts wrong or invent details. Check names, amounts, dates and promises.
- Do not use AI text for legal, medical or financial statements without your own review.
- Do not put a customer's personal details in a public reply, even if the AI suggests them.
- For sensitive complaints, think health, safety or a dispute, you are better off writing yourself.
4. Who processes your text
When you have a draft written, the review text, your business name, the chosen tone of voice and your own instruction go to the AI model. We work with established model providers under a business contract with data processing terms.
Your text, reviews and customer data are not used to train AI models. That is contractually excluded with our providers and we do not do it ourselves either.
Exactly which data goes to a model and how long we keep anything is set out per category in the privacy label.
5. Honest marketing and reviews
Regulators, including the US FTC and the European consumer authorities, prohibit fake reviews, bought reviews, AI-fabricated reviews and undisclosed incentives for a positive review. We comply, and the platform is built so that you cannot do it either.
- Review invitations go to all your customers, with no filter on who is likely to be positive.
- Private feedback never replaces a public review and does not block a review.
- Our review widgets show your real score, including the low reviews.
- Figures in our own marketing are averages with the conditions stated, not guarantees.
- Customer stories on our site come from real clients, anonymised, unpaid and with nothing given in return.
- We do not offer any service to write, buy or remove reviews.
Only the platform owner can remove a review. We help you put together a substantiated report when a review breaks that platform's rules, and our role goes no further.
6. If you use our AI in the United States
The FTC rule on reviews and testimonials prohibits, among other things, fake reviews, reviews from people who were never customers, AI-generated reviews, suppressing negative reviews, and failing to disclose a connection between the reviewer and the business. Penalties add up per violation. There are also rules against deceptive AI claims: do not say something was reviewed by a human when a model simply drafted it.
In practice: use the AI for replies and communication, never to create reviews, and disclose it when a reviewer is family, staff or a paid partner.
7. Reporting and questions
If you see AI output that is misleading, incorrect or inappropriate, or you suspect someone is using our platform for fake reviews, report it at support@recensioai.com. We investigate every report and may suspend or terminate accounts that break the rules.
See also sections 28 and 33 of our terms and conditions.