Google has quietly rolled out a new update that allows AI-automated calls to confirm the accuracy of the information listed on your Google Business Profile.
If they find inconsistencies between your answers on the phone and your listed information, they will update your GBP based on what they receive during the call.
Now, to Google’s credit, businesses may opt out of receiving automated calls and texts. However… Google noted, “After opting out, you may still occasionally get manual calls from Google to confirm your business information.” So, I’m not really sure what you are opting out of here. Further, put on your skeptic hat – opting out, may in fact, trigger more regular scrutiny.
Case Study
Based on the updates and call recordings we have received, law firms have already begun to experience the effects of this update. (In fact, it was a client that alerted us to this… thanks for the heads up, you know who you are.)
Here, this firm was contacted by what is undeniably an AI call, calling to verify their business hours. After the call was completed, their GBP hours were automatically updated to the hours given over the phone. This is a huge blow for firms that pride themselves on offering 24/7 call availability.
How You Can Opt Out
To opt out of these AI calls and updates, go to the “Automated Calls and Text Messages” settings on your GBP. There, you can turn off these features:
- Bookings and inquiries from customers
- Keep your profile up to date
- Post to your profile on your behalf
Considerations for Opting Out:
If your GBP links to online booking tools, disabling the “Bookings and inquiries from customers” feature could also disable these tools.