AI Moderation for customer review management

Q: What does AI Moderation detect?

It automatically detects PII (emails, phone numbers, addresses), profanity, spam, non-English content, and inappropriate images (violence, adult content). It also flags reviews for legal compliance (hate speech) and can identify when a review is in the incorrect section.

Q: Can I customise the moderation rules to my brand?

Yes. AI Moderation supports unique automation rules and block lists for every merchant. You can whitelist or blacklist specific terms and define exactly how the AI should react when it finds them. These rules are usually set up and amended by the Feefo support team on your behalf.

Q: What happens when a customer appeals a rejected review?

Customers can appeal by re-submitting their feedback via their original email link, allowing them to fix the issue that caused the rejection. If a merchant wants to appeal a rejected review, they must contact Feefo Support for a manual human review.

Q: Does it work in other languages?

Yes. Feefo has dedicated AI models for English, German, Italian, French, and Dutch. Other languages can be added as a custom project, provided there is enough review data to train the AI.

Intelligent analysis

Automated decision-making

Reviewer notification

Timely responses

The AI technology meticulously analyses each review to ensure compliance with your brand's guidelines and policies. It scans for inappropriate language, spam, and other criteria that might deem a review unfit for publication.

Based on the analysis, the AI decides whether a review should be published or rejected. This streamlines the moderation process, ensuring only the most relevant and constructive reviews are displayed.

When a review is rejected or published, the AI triggers an automatic email to the reviewer. This email explains the reasons for the decision and, if applicable, provides guidelines for resubmitting a more suitable review.

By automating the review auditing process, your team can respond to reviews more quickly, enhancing customer satisfaction and engagement.

Intelligent analysis

Automated decision-making

Reviewer notification

Timely responses

By automating the review auditing process, your team can respond to reviews more quickly, enhancing customer satisfaction and engagement.

FAQs

What does AI Moderation detect?

It automatically detects PII (emails, phone numbers, addresses), profanity, spam, non-English content, and inappropriate images (violence, adult content). It also flags reviews for legal compliance (hate speech) and can identify when a review is in the incorrect section.

Can I customise the moderation rules to my brand?

Yes. AI Moderation supports unique automation rules and block lists for every merchant. You can whitelist or blacklist specific terms and define exactly how the AI should react when it finds them. These rules are usually set up and amended by the Feefo support team on your behalf.

What happens when a customer appeals a rejected review?

Customers can appeal by re-submitting their feedback via their original email link, allowing them to fix the issue that caused the rejection. If a merchant wants to appeal a rejected review, they must contact Feefo Support for a manual human review.

Is AI Moderation included in all pricing plans?

No. While basic manual flagging and profanity filters are included for all paying clients, AI Moderation is a premium add-on.

Does it work in other languages?

Yes. Feefo has dedicated AI models for English, German, Italian, French, and Dutch. Other languages can be added as a custom project, provided there is enough review data to train the AI.