Published November 5th, 2025

AI reads reviews as proof of ongoing performance. As AI ingests information on how real consumers are experiencing your business, it is no surprise AI forms its own opinion. Here are the 4 most important parts:

Volume shows you serve lots of real customers, Velocity shows momentum right now, Recency says the experience is current, and Response proves you show up when it matters. Together, they predict the experience a customer will have this week, not last year. AI is optimizing for right now, not for your business lifetime.

Make it operational, not theoretical. Attribute every review to the rep or tech who earned it. Set weekly capture goals, and track the mix of stars and topics (speed, cleanliness, price, follow-through). Coach fast, human replies that resolve issues in public. This is how you turn reviews from a marketing vanity metric into a daily habit the frontline can own.

When Volume, Velocity, Recency, and Response climb together, assistants gain confidence and recommend you more often. Rankings stabilize. Conversion jumps because your proof and your performance match. 

That’s the flywheel: better service → better reviews → more first picks → more chances to deliver great service again.