Ratings AI Summary

Dealers POV

Reviews matter to dealerships. The perception consumers get from reviews makes a difference in if they contact a dealer or not. Therefore, creating a summary that accurately depicts the nuances of customers experiences at their dealership, is a delicate balancing act. One that must be done while keeping up dealer satisfaction.

Ratings dashboard redesigned to accomodate the AI summary

Up close. Summary truncated by default

CSAT to get a sense of satisfaction with dealers

• When a dealer clicks to "Read more", we ask how satisfied they are below the summary
• This was necessary because we had a threshold of satisfaction score that we had to get to with dealers, before releasing to consumers

If satisfaction is less than 4, tell us why

Disclosure that it's generated by AI, and more details of how it works.

Control mechanism implemented, for dealerships that might wish to turn this feature off on their pages.

Consumers POV

While reviews provide 'wisdom of the crowd' to discerning consumers, it can be a hassle to read through when there are hundreds of them. Hence, a summary that accurately captures the sentiments of the crowd, saves time and helps consumers make quick decisions.

AI-generated summary feature integrated into the ratings page

Feature anatomy

• Theme extraction for common praise and complaint categories
• Links to supporting review examples for verification
• AI disclosure that this summary is AI generated
• Last updated date, to show summary is a continual generation based on new reviews
• Rating of summary's helpfulness

Summary's evaluation

• Rating of summary's helpfulness
• Tracking and asking for feedback helps us to continously improve the summary