~A Comprehensive Guide to Review Summaries, Replies, Scores, and Automatic Translation Features~
User-generated content (UGC), such as reviews and word-of-mouth, has become widespread alongside the rise of e-commerce sites. Its importance continues to be recognized year after year, and the number of brands implementing review tools continues to grow.
This is because reviews not only encourage consumer purchases but also significantly impact a brand’s social reputation and revenue.
However, as the number of reviews grows, so does the time and effort required to manage them, leaving many marketing managers and e-commerce operators struggling with review management.
✔︎ As reviews accumulate, managing them has
become a burden ✔︎ You want users
to be able to browse accumulated reviews without stress ✔︎ Responding to reviews takes too much
time, hindering other tasks ✔︎ You are vulnerable to the impact of fake or
negative reviews ✔︎ You are unable to fully address language barriers in e-commerce sales, including cross-border e-commerce
U-KOMI AI (*1) is designed to solve these challenges. By utilizing U-KOMI AI, you can not only reduce the workload on your team but also enable users to quickly grasp the essence of reviews, thereby contributing to improved usability.
*1 U-KOMI AI is a suite of smart AI features that performs sentiment analysis, keyword extraction, AI score calculation, and automated replies for reviews.
From customer support to service and product improvements, it takes your marketing to the next level.
In this article, we’ll explain how to manage reviews using U-KOMI AI.
1. What is the AI Review Summary Feature? Instantly analyze and summarize reviews
― Overview of the AI Review Summary Feature
The AI Review Summary feature uses AI to automatically analyze and summarize existing review content, displaying it as a "Review Summary" at the top of the review page.
Additionally, it extracts and visualizes up to five keywords (topics). Each keyword is evaluated on a three-point scale—"Good," "Average," or "Bad"—and presented in a visually intuitive manner.
Keywords judged to be "Good" display a checkmark on the left. No rating mark is displayed for "Average.
" If judged to be "Bad," a minus sign is displayed.
― About Settings
To use this feature, simply turn on "Display AI Review Summary" in the U-KOMI admin panel.
AI reduces "reading time," while UGC boosts "purchase intent"
― Benefits of Implementation
In today’s purchasing behavior, “researching before buying” is now standard practice.
Many users rely on reviews and testimonials to determine if a product is right for them.
The AI Review Summary feature instantly summarizes multiple reviews, allowing users to quickly grasp only the key points.
This supports not only purchases on e-commerce sites but also hybrid purchasing behaviors such as:
・ROPO (Research Online, Purchase Offline): Researching online and then purchasing at a physical store
・Showrooming: Checking products in a physical store before purchasing online
― The AI Review Summary Feature Transforms "Reading" into "Understanding"
The AI Review Summary feature automatically analyzes review content, providing users with an experience where they can “grasp essential information in a short amount of time.”
This feature offers the following benefits:
✔︎ Instantly grasp the
key points without having to read through numerous reviews ✔︎ Immediately address any concerns
or anxieties ✔︎ Reduce the stress associated with making a purchasing decision
In other words, this feature enhances the quality of the user experience not only in online shopping but also in new purchasing behaviors such as ROPO and showrooming.
― The Value of the UGC × AI Review Summary Feature
Reviews are a crucial element in building trust in products and services, and they significantly influence purchasing decisions.
However, finding the necessary information among the vast number of reviews that continue to grow daily requires a great deal of time and effort.
By utilizing the AI review summary feature, this burden is reduced, allowing users to instantly grasp the essence of reviews. Displaying the summary
results at the top of the review section supports users in making smooth decisions.
The benefits of implementing the AI Review Summary Feature can be summarized from both the brand’s and the consumer’s perspectives as follows.
Since the AI review summary feature is updated once every 30 days, it maintains content freshness while improving usability. By checking these updates, brands can gain new insights into product improvements by identifying shifts in what consumers are looking for.
2. What is the AI Review Reply Feature? Streamlining Customer Support with AI
―Overview of the AI Review Reply Feature
AI analyzes reviews posted by users and automatically generates appropriate replies. For English reviews, replies are automatically generated in English, making the feature capable of supporting not only Japanese but also multiple languages.
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You can choose from three reply tones—"formal," "polite," and "casual"—and set one as the default. If you do not set a default, you can change the tone for each individual reply.
Additionally, if there are specific phrases or items you wish to set as defaults, you can enter additional instructions and configure them (*2).
*2 Additional instructions can be set within a limit of 250 characters.
✔︎ Thank you for your purchase.
✔︎ Thank you very much for taking the time to leave a review.
✔︎ We look forward to your continued patronage.
✔︎ Company names and contact person names, such as "XX Co., Ltd." or "Contact: XX."
―About Settings
From the U-KOMI admin panel, when replying to a review, clicking "Generate Review Reply with AI" will automatically create a reply.
You can also configure default settings under "AI Review Reply Settings" in the "Review Settings" section of the U-KOMI admin panel. By enabling "Auto-Generate," the reply text will be automatically generated at the time of replying, without needing to click the "Generate Review Reply with AI" button.
―Benefits of Implementation
Even if you lack the time to reply or are struggling to keep up with the workload, implementing the AI review reply feature allows you to create replies to customer reviews without spending excessive time or effort on the process.
Since it automatically generates replies to negative reviews and complaints, you can save time on drafting responses and create them more efficiently.
You can choose from three different reply tones to match your brand or the person in charge, and since the system supports multiple languages, you can create more flexible replies.
Additionally, by responding thoughtfully to customer feedback, you can leverage this tool for one-to-one marketing and loyalty programs—areas where many brands are currently focusing their efforts.
Read our article on loyal customers here
Read our article on one-to-one marketing
3. What is the AI Score Feature? Improving Review Reliability and Speeding Up Customer Responses
―Overview of the AI Score Feature
Sentiment analysis is performed using AI algorithms. After the content is analyzed, the results are displayed on the admin dashboard as one of five scores.
Analysis is conducted based on the following five categories: "Very Satisfied or Higher," "Satisfied or Higher," "Unclassifiable," "Dissatisfied or Higher," and "Very Dissatisfied or Higher," and the results are displayed as scores on the admin dashboard.
―About Settings
No special setup is required, but you can use the analysis scores as one of the criteria for automatically publishing reviews analyzed by the AI. Navigate to "Review Settings" → "Auto-Publish" → "Sentiment Analysis" in the admin panel to select your auto-publish criteria from the five sentiment analysis scores.
―Benefits of Implementation
By implementing the AI score feature, you can instantly grasp the sentiment of reviews posted by customers. Since it becomes easier to distinguish whether a customer has a positive or negative opinion, you can view reviews categorized by positive or negative sentiment and utilize this data for marketing strategies.
Additionally, by identifying fake or negative reviews and responding appropriately, you can enhance the credibility of your reviews.
As a specific countermeasure, set the automatic publication criteria for sentiment analysis to “Satisfied or higher.” This ensures that reviews with positive sentiment analysis results are immediately reflected on the site, allowing customers to view them more quickly.
On the other hand, reviews with negative sentiment analysis results or those that cannot be classified as positive or negative can be set to "unpublished." This allows staff to review these unpublished reviews when they have time and decide whether to publish or keep them unpublished after review.
Among the unpublished reviews, those determined to be fake can be kept on hold without being published. While it is possible to keep negative reviews—such as those expressing dissatisfaction with a product—on hold without publishing them, given the current emphasis on review quality, responding thoughtfully to negative reviews can help foster trust.
Furthermore, it is said that consumers tend to trust reviews more on sites that include negative reviews than on those with only positive reviews. This allows you to build
a trustworthy review environment and provide customers with more accurate information.
4. What is the Automatic Translation Feature? Measures to Improve Usability
―Overview of the Automatic Translation Feature
Reviews posted by users are automatically translated into the target language selected by the user. Translation is available into "Japanese," "English," "Thai," "Simplified Chinese," "Traditional Chinese," "Korean," and "French."
[Currently Supported Languages]
✔︎Japanese
✔︎English
✔︎Simplified Chinese ✔︎Traditional Chinese
✔︎Thai
✔︎Korean
✔︎French
―About Setup
We handle the setup for this feature, so please contact us for details.
―Benefits of Implementation
For brands operating cross-border e-commerce, those aiming for global expansion, and those targeting inbound customers, language barriers pose a significant challenge that greatly impacts usability. By implementing the automatic translation feature, reviews can be translated into the target language specified by the user, reducing the burden of searching for translations. This not only improves site visitor satisfaction and engagement but also leads to an expansion of the customer base.
Summary: Boost Review Management Efficiency with U-KOMI AI!
In this article, we’ve explained how to manage reviews using U-KOMI AI. By utilizing U-KOMI AI, you can achieve more efficient and flexible customer support.
U-KOMI is a UGC (User-Generated Content) tool designed to collect and utilize customer feedback. By using this tool, you can not only display reviews beautifully on your e-commerce site and improve conversion rates (CVR) by leveraging Instagram content, but also implement features that allow you to utilize reviews—a valuable source of real-time information—in real time. We flexibly accommodate a wide range of customer requests!
Why not consider implementing U-KOMI, equipped with AI features, to align with your company’s marketing strategies?
▼Click here for a list of UGC use cases: https://u-komi.com/jirei
▼Download materials here: https://u-komi.com/
▼Contact U-KOMI here: https://u-komi.com/contact/