1. Enhance and automate review replies with OCI Generative AI, OCI Language, and OCI Integration
  2. Enhance and Automate Review Replies with OCI Generative AI, OCI Language, and OCI Integration

Enhance and Automate Review Replies with OCI Generative AI, OCI Language, and OCI Integration

Your customers often post online reviews about your company on the popular review platforms such as Google, Yelp, Glassdoor, TrustPilot, an so on. These reviews might be about their experiences, the quality of your products or services, or encounters with your employees. Often, a review will require your response. This architecture shows how you can enhance your replies to the user reviews while automating the entire process, from receiving reviews (either positive, mixed, or negative) to responding to those reviews with or without human intervention.

Architecture

You can implement the use case defined in this reference architecture by using a mix of OCI cloud services such as Oracle Cloud Infrastructure Generative AI, Oracle Cloud Infrastructure Language, Oracle Integration, and OCI Process Automation (OPA) services. OCI Generative AI can enhance your replies with more creative, convincing and personalized content, while OCI Language understands the sentiment of a review and rates whether the review is positive, mixed, or negative. Oracle Integration handles the orchestration and OPA handles the workflow process.

The following diagram illustrates this reference architecture.


Description of enhance-review-replies.png follows
Description of the illustration enhance-review-replies.png

enhance-review-replies-oracle.zip

In this architecture, the following occurs:
  1. User posts a review about a company business on the popular review platforms. These reviews are pushed or retrieved to Oracle Integration by utilizing APIs or Files, and so on.
  2. Oracle Integration invokes OCI Language service to get the sentiment (either positive, mixed or negative) of the review content.
  3. Oracle Integration invokes an OCI Generative AI with an augmented sentiment and review content to get more creative, enhanced, convincing or personalized reply to the review content.
  4. If review sentiment is positive, then this enhanced reply content is posted as a reply to the review on the review platform immediately from Oracle Integration. If review sentiment is negative, then Oracle Integration triggers an OPA workflow to review further on the enhanced reply content by company management. Based on the further review of the reply content, the necessary improvements, suggestions/recommendations or corrective actions are communicated to the respective departments of the company. Then finally, the enhanced reply is posted as a reply to the review on the review platform
This whole process not only saves time and costs for the company and it improves its business and customer satisfaction.
This architecture contains the following components:
  • Integration

    Oracle Integration is a fully managed service that allows you to integrate your applications, automate processes, gain insight into your business processes, and create visual applications.

  • Object storage

    Object storage provides quick access to large amounts of structured and unstructured data of any content type, including database backups, analytic data, and rich content such as images and videos. You can safely and securely store and then retrieve data directly from the internet or from within the cloud platform. You can scale storage without experiencing any degradation in performance or service reliability. Use standard storage for "hot" storage that you need to access quickly, immediately, and frequently. Use archive storage for "cold" storage that you retain for long periods of time and seldom or rarely access.

  • OCI Language

    OCI Language is serverless and multi-tenant service that's accessible by using REST API calls. With pretrained and custom models, you can process unstructured text and extract insights without data science expertise. The Language pretrained models are often retrained and monitored to provide you with the best results. You can automate sophisticated text analysis at scale without any machine learning expertise. The Language service contains these pretrained language processing capabilities:
    • Language Detection
    • Text Classification
    • Named Entity Recognition
    • Key Phrase Extraction
    • Sentiment Analysis
    • Text Translation
    • Personal Identifiable Information

    OCI Generative AI

    OCI Generative AI is a fully managed Oracle Cloud Infrastructure service that provides a set of state-of-the-art, customizable large language models (LLMs) that cover a wide range of use cases, including chat, text generation, summarization, and creating text embeddings.

    OCI Process Automation

    OCI Process Automation helps you to rapidly design, automate, and manage business processes in the cloud. With Oracle Cloud Infrastructure Process Automation you can design structured and dynamic processes, model decisions, connect to other applications, create forms and track and manage user tasks

Explore More

Learn more about enhancing and automating review replies with OCI Generative AI, OCI Language, and Oracle Integration.

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Acknowledgments

Author: Pavan Rajalbandi