If you’ve checked your Google Business Profile recently, you may have noticed something new: AI-generated review summaries. Instead of customers scrolling through dozens of reviews, Google now pulls key themes into a short, automatic highlight section—powered by AI.

This update matters more than it seems, especially for local businesses on Long Island and across the New York area. Why? Because these summaries often shape a customer’s first impression before they ever visit your website, call your business, or scroll through your reviews.

Let’s break down what this means, why it matters, and how you can use it to your advantage.

What Exactly Are AI Review Summaries?

Google now uses AI to scan your reviews and highlight common themes, phrases, or experiences. Instead of a long list of feedback, users see a quick snapshot of what people say about your:

• Customer service
• Pricing
• Staff
• Wait times
• Specific services
• Location experience
• Overall sentiment

For example, Google may show something like:

“Customers frequently praise the friendly staff and fast service.”

or…

“Visitors often mention the relaxing atmosphere and thorough explanations.”

These summaries appear above  individual reviews, which makes them incredibly influential.

Why This Update Matters for Local Businesses

1. First Impressions Are Shorter — and More Powerful

Most users won’t click into full reviews anymore.
Customers skim the AI highlight and make a snap decision.
If the first thing they see is positive, great.
If the AI picks up negative themes, it becomes a problem.

2. A Few Reviews Can Shape the Narrative

AI summaries don’t average out everything — they look for patterns.
If you have even a handful of repeated complaints, AI will surface them.

3. It Impacts Local SEO

Reviews have always influenced rankings, but now how they’re interpreted by AI plays a role.
Positive, consistent review themes are a strong trust signal for Google.

4. Customer Expectations Change

If Google’s summary says “known for friendly service,” customers will expect that.
If the summary says “slow to respond,” those expectations work against you.

How to Make AI Review Summaries Work for You

Thankfully, businesses CAN influence the themes Google picks up—without breaking any rules. It just requires a strategic approach to getting and responding to reviews.

1. Ask Customers to Mention Specific Services

When customers are prompted to write details, AI picks it up.

Example prompts you can use:

• “If you had a great experience with our ___ service, feel free to mention it in your review.”
• “If someone on the team helped you personally, you can include their name!”

This creates consistent themes like:

• “fast installation”
• “professional team”
• “great communication”

Consistency = stronger AI summaries.

2. Respond to Every Review (Yes, Every Single One)

Google’s AI reads your replies.

Your responses can reinforce positive themes and soften negative ones.

Example response strategy:

Review: “Service was fast and great!”

Your reply:
“Thank you! We’re so glad you loved our fast, efficient service — we pride ourselves on it!”

This reinforces the theme:
fast, efficient service

3. Encourage Fresh Reviews Regularly

AI summaries update based on the most recent tone of your feedback.

If your older reviews mention problems you’ve since fixed, new reviews can override those themes.

Aim for:
✔️ Monthly review requests
✔️ Asking after completed services
✔️ Using QR codes on invoices, receipts, or signage
✔️ Including review links in email signatures

4. Address Negative Themes Before They Get Amplified

If AI picks up a negative pattern, treat that as a real-time audit.

Examples:

• If reviews say “long wait times,” fix scheduling.
• If they mention “poor communication,” update your follow-up process.
• If they mention “pricing confusion,” refine estimates or clarify fees.

Google is basically telling you what customers notice most.

5. Keep Your Google Business Profile Updated

Your profile should send strong, positive signals:

• High-quality photos
• Updated hours
• Accurate services
• Clear descriptions
• New posts weekly

A well-maintained profile increases engagement and helps reinforce positive themes.

Real-World Example for Local Businesses

Here’s how AI summaries help a local Long Island business:

A landscaping company gathers reviews like:

• “Great communication from start to finish”
• “Professional team and clean work”
• “Showed up on time and delivered exactly what they promised”

Google’s AI summary may show:

“Customers consistently praise Cedar Creek Landscape for their professionalism, clear communication, and reliable service.”

This instantly builds trust with homeowners comparing landscapers — even before they click a single review.

Final Thoughts: AI Review Summaries Are a Big Opportunity

Google’s new AI review summaries aren’t just a cosmetic update — they are becoming a front-and-center trust factor that influences decisions and search visibility.

Businesses that actively manage their reviews will benefit from:

✔️ More calls
✔️ More website visits
✔️ Higher local rankings
✔️ Better first impressions

If your business wants help improving your Google Business Profile, tightening your reputation management strategy, or optimizing your local SEO, PS Digital is here to help.