Overview

Mary & Main, a wellness dispensary in Maryland, receives dozens of customer reviews on Google each month. Responding to these reviews in a timely and brand-consistent manner was both time-consuming and inconsistent — especially when negative feedback required escalation or personalized tone.

Our team built a fully automated system that integrates with the Google Business Profile API to fetch new reviews, analyze sentiment, and generate AI-powered responses in the client’s voice using Google Vertex AI.

Problem

• Manual review monitoring led to delays and missed responses
• Inconsistent tone or unapproved messaging when multiple staff members replied
• No centralized system to track review engagement or escalate issues internally
• Reviews below 3⭐ often went unanswered — risking lost trust

Solution

We implemented an AI-powered platform that automatically:

1. Fetches new reviews daily from the client’s Google Business Profile
2. Uses Google Vertex AI to generate personalized, policy-compliant replies
3. Automatically responds to 4–5⭐ reviews with a warm, grateful tone
4. Flags 1–3⭐ reviews and sends a Slack alert to the internal team with an AI-drafted suggestion and action buttons (Approve, Edit, Escalate)
5. Stores all reviews and responses in a Supabase dashboard with categorization, tagging, and response time metrics

Technical Implementation

• Authentication: Firebase Auth for secure login and tenant isolation
• Database: Supabase PostgreSQL with Row-Level Security for multi-tenant architecture
• Review Fetching: Google Business Profile API
• AI Integration:
  • Vertex AI handles custom tone embedding and prompt templating
  • Responses reflect brand tone + service escalation policies
• Slack Alerts: 1–3⭐ reviews trigger interactive messages via Slack Webhooks
• Frontend: Built with Flutter Web using Riverpod and Hooks
• Hosting: Deployed on Google Cloud Platform

Results

• ⏱️ Saved 10+ hours/month for the internal customer experience team
• 💬 100% of new reviews now receive a response within 24 hours
• 🎯 Average response time decreased by 65%
• 📈 Improved public review engagement score, leading to increased Google visibility
• 🔁 Created an internal workflow for escalation that increased accountability

‍