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Efficiently manage customer reviews

Feefo's AI moderation provides businesses with automated platform for managing and moderating customer feedback. Our solution ensures that you can leverage advanced tools to enhance the customer experience.

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.
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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.
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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.
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By automating the review auditing process, your team can respond to reviews more quickly, enhancing customer satisfaction and engagement.
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Intelligent analysis
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.
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Automated decision-making
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.
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Reviewer notification
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.
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Timely responses
By automating the review auditing process, your team can respond to reviews more quickly, enhancing customer satisfaction and engagement.
Read More
Review Response 1

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. Implio 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.

 
Customer Stories

Lovat Parks let customer data lead and gained a 52% uplift in transactions

 Lovat Parks run 50+ A/B tests a year to let data lead their strategy. Discover how switching to the Feefo widget drove a 51.5% increase...

Mar 20, 2026

 

Speak with one of our review experts today

What you can expect next:

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A brief conversation to align goals and priorities.
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See a personalised demonstration of our platform.
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To speak with a real, local human.