Replying to reviews is one of those tasks that every small business knows it should do and many do badly or not at all. The reason is not indifference. A good reply has to acknowledge something specific, avoid sounding defensive, stay short, and read as though a person wrote it - and producing that, repeatedly, for a steady trickle of reviews, is harder than it looks, particularly when the review is unfair and the first draft in your head is an argument. So replies get postponed, and then the ones that do get written are the terse identical ones that read like a form letter, which is arguably worse than silence because it demonstrates the business is going through motions.
AI helps with the part that actually blocks people, which is the blank page and the first sentence. Given the review and a few facts about what happened, it will produce a reply that is courteous, appropriately brief and free of the defensiveness that a person writing at speed after a bad review will usually include. It is particularly good at the difficult category - the negative review that contains a fair point and an unfair one - because it will acknowledge the fair part without conceding the rest, which is precisely the balance that is hard to strike when you are annoyed. That alone converts a task that gets avoided into one that gets done.
The limitation matters and it is the same one that runs through all of this. A reply generated only from the text of the review can only refer to what the review says. It cannot know that the delay was caused by a supplier, that the customer was offered a replacement and declined it, that the person they dealt with has since left, or that the thing they praised is something the business has worked on for two years. Those specifics are exactly what makes a reply read as genuine rather than processed, and they are the whole difference between a reply that helps and one that confirms the reader's suspicion that nobody is really there.
So the division of labour is the same as everywhere else, and it is worth being deliberate about it rather than drifting. The business supplies what is true and particular about that customer and that job; the tool supplies the structure, the tone and the restraint. One further discipline is worth keeping for negative reviews specifically: write the reply, then leave it for an hour before posting. The tool has already removed the heat from the draft, which is most of the benefit - but the decision about what the business is willing to say in public about a customer is not a drafting decision, and it should not be made in the same minute as the reading.