The Challenge
SureFire CPR teaches CPR and first aid classes across many locations. Every class brings new Google reviews, and every review deserves a reply.
But SureFire works in healthcare, so a reply is never just a quick "thanks." Each one has to follow industry guidelines, and nothing can go out without someone on the team approving it first.
SureFire was already using Localith for bulk publishing and bulk edits across its Google Business Profiles. Replies were the part still done by hand. The team had a clear concern about automating them:
- They wanted to keep everything under control
- They could not risk a reply that broke healthcare guidelines
- They needed every reply to sound personal, not like a template
The Solution
Two months ago we suggested the AI Reply Agent. The first answer was no, for the reason you'd expect: control.
Then we showed them the human in the loop setup. The AI writes the reply, and a person on the SureFire team reads it, edits it if needed and approves it before it posts. Nothing goes live on its own.
That changed the conversation. The team set it up right after the meeting.
AI Drafts, Humans Approve
The AI Reply Agent reads each review and drafts a reply that mentions what the student actually wrote. The team works through a queue of ready drafts instead of a blank text box. They approve the good ones in seconds and adjust the rest.
Guidelines Built In
SureFire's rules for what can and cannot be said in a healthcare reply sit in the agent's instructions. Every draft starts inside those rules, and a person still checks it before it posts.
Still One Dashboard
Replies now live in the same Localith account SureFire already used for bulk posts and profile edits, so the team manages everything for every location in one place.
The Results
- 4,000 personalized replies sent in two months, about 65 every day
- 100% human approved: not a single reply posted without a person signing off
- Healthcare guidelines followed on every reply, because the rules are built into each draft
- Daily use: the team that wanted to keep everything under control now uses the agent every day
Control and automation are not a trade-off. With a human in the loop, SureFire CPR got both.
