Google Tests AI-Generated Review Replies Inside Business Profiles
What happened
Google is testing AI-generated suggested replies to customer reviews inside Google Business Profile. When a business owner views their reviews, they're now being shown a pre-written AI draft response they can edit and submit.
The feature was first spotted in March 2026 and has since been confirmed across accounts in the US, Brazil, and India. It's not yet widely available in the UK, but Google typically rolls out GBP features globally within a few months of initial testing.
Key details from early reports:
- The AI drafts are not published automatically — the business owner must review, edit, and submit
- Google is prioritising unanswered reviews, particularly older ones that never received a response
- Some accounts have access to bulk reply functionality, generating AI responses across multiple reviews simultaneously
- The feature appears to use review content, business information, and context to generate relevant replies
What this means for tradespeople
This is good news for time-poor tradespeople who struggle to respond to every review. If Google rolls this out to the UK, you'll be able to reply to reviews much faster — especially the backlog of older reviews you never got around to answering.
But there's a catch. A generic AI reply is better than no reply at all, but it's not as good as a genuine, personal response. If a customer took the time to mention your name, describe the work you did, and say you were punctual, a reply that says "Thank you for your kind words, we appreciate your business" feels hollow.
The smart move will be to use the AI draft as a starting point, then add a personal touch — mention the specific job, thank them by name, reference something they said. That's what builds trust with potential customers who read your replies.
What to do about it
If you're not already responding to your Google reviews, don't wait for the AI feature — start now. Businesses that reply to at least 25% of their reviews earn 35% more revenue than those that don't. When the AI reply feature arrives in the UK, use it as a time-saver — but always personalise before hitting submit.
Source: Search Engine Land