Review Response Triage Protocol (QA)

Review Response Triage Protocol (QA)

1. 01

   Define the escalation matrix for sensitive review categories

   List the review types that require human review, such as safety complaints, legal threats, or allegations of discrimination. Assign each category an owner and a response SLA.

2. 02

   Configure the automation tool to route flagged reviews to the human queue

   Set up keyword and sentiment rules in the tool so that any review matching the escalation criteria is held for manual approval instead of auto-publishing.

3. 03

   Establish a brand voice guide for AI-generated replies

   Document tone, vocabulary, and structural preferences, and feed this into the tool's knowledge base so drafts match the client's style across all locations.

4. 04

   Set a maximum auto-publish threshold for low-risk reviews

   Decide which review types (e.g., positive feedback, routine questions) can be auto-published without human approval, and cap the volume to maintain oversight.

5. 05

   Implement a daily review of the AI's response quality

   Sample at least 10% of auto-generated replies each day, checking for factual accuracy, tone alignment, and any signs of generic or robotic language.

6. 06

   Track response time against the 24-hour window

   Monitor the time from review posting to published reply, and flag any location or platform that consistently exceeds the SLA for corrective action.

7. 07

   Document exceptions and update the knowledge base monthly

   Log any review that required human intervention or where the AI draft was rejected, and use those examples to refine the tool's training data and rules.