AI Classifications

AI Classifications enhance your support experience by automatically categorizing customer queries, enabling personalized and accurate responses.

This helpfile will walk you through what AI Classifications are in eDesk.

Before you start

AI Classifications are part of the AI Assist and AI Automation features. To access them, you’ll need a plan that includes either AI Assist or AI Automation. Learn about our plans here.

01 What are AI Classifications?

AI Classifications categorize the first incoming customer message into specific query types, such as:

Product questions
Order adjustments
Shipping issues
Refund requests

These classifications power key AI features:

Smart Reply and Agent Assist (from the AI Assist suite)
HandsFree (from the AI Automation suite)

By identifying the nature of the query, AI Classifications help provide faster, more accurate responses as templates are mapped to the Classifications, streamlining customer support and improving efficiency.

Classification	Definition
Happy customer	The customer expresses satisfaction, joy, or positive feedback regarding their purchase or overall experience.
Invoice request	The customer requests an invoice for their purchase, typically for accounting or reimbursement purposes.
Buyer Note	The customer has included a note with their Order.
Order Query → Damaged → No photos attached	The customer raises a query or complaint regarding a damaged item, but does not provide any photos as evidence or support.
Order Query → Damaged → Photos attached	The customer raises a query or complaint regarding a damaged item and attaches photos as evidence or support.
Order Query → Doesn't like/fit/need	The customer raises a query or complaint stating that they are dissatisfied with, or the item does not fit or meet their needs.
Order Query → Missing items → No photos attached	The customer reports missing items from their order but does not provide any photos as evidence or support.
Order Query → Missing items → Photos attached	The customer reports missing items from their order and attaches photos as evidence or support.
Order Query → Not as described → No photos attached	The customer claims that the received item does not match the described or advertised specifications but does not provide any photos as evidence or support.
Order Query → Not as described → Photos attached	The customer claims that the received item does not match the described or advertised specifications and attaches photos as evidence or support.
Order Query → Payment issue	The customer encounters an issue or problem related to payment for their order, such as transaction errors, declined payment, or refund processing.
Order Query → Wrong item → No photos attached	The customer reports receiving the wrong item in their order but does not provide any photos as evidence or support.
Order Query → Wrong item → Photos attached	The customer reports receiving the wrong item in their order and attaches photos as evidence or support.
Order adjustment → Cancellation → Dispatched	The customer requests an order cancellation after the item has been dispatched for shipping.
Order adjustment → Cancellation → Not dispatched	The customer requests an order cancellation before the item has been dispatched for shipping.
Order adjustment → Gift purchase → Dispatched	The customer requests adjustments or changes to an order placed as a gift, after the item has been dispatched for shipping.
Order adjustment → Gift purchase → Not dispatched	The customer requests adjustments or changes to an order placed as a gift, before the item has been dispatched for shipping.
Order adjustment → Shipping instructions → Dispatched with tracking	The customer provides specific shipping instructions for an order that has been dispatched and can be tracked.
Order adjustment → Shipping instructions → Dispatched without tracking	The customer provides specific shipping instructions for an order that has been dispatched but cannot be tracked.
Order adjustment → Shipping instructions → Not dispatched	The customer provides specific shipping instructions for an order that has not yet been dispatched for shipping.
Product Query → Faulty item → No photos attached	The customer raises a query or complaint about a faulty item but does not provide any photos as evidence or support.
Product Query → Faulty item → Photos attached	The customer raises a query or complaint about a faulty item and attaches photos as evidence or support.
Product Query → Product question	The customer has a question or inquiry regarding a specific product or its features, specifications, or usage.
Product Query → Warranty	The customer has a question or inquiry specifically related to the warranty coverage or terms of a product.
Refund → Refund request → Request	The customer requests a refund for their purchase, indicating their desire to return the item and receive a refund.
Returns Query → Return request → Request	The customer raises a query or request regarding the return of an item, expressing their intention to return the product.
Shipping Query → Customs / import fees	The customer has questions or concerns regarding customs or import fees associated with the delivery of their order.
Shipping Query → Delivery issue → Dispatched with tracking	The customer encounters issues or problems with the delivery of their order, which has been dispatched and can be tracked.
Shipping Query → Delivery issue → Dispatched without tracking	The customer encounters issues or problems with the delivery of their order, which has been dispatched but cannot be tracked.
Shipping Query → Delivery issue → Not dispatched	The customer encounters issues or problems with the delivery of their order, which has not yet been dispatched for shipping.
Shipping Query → Where's my order → Delivery query → With tracking	The customer has inquiries or concerns about the delivery status of their order, which can be tracked, and seeks updates or information.
Shipping Query → Where's my order → Delivery query → Without tracking	The customer has inquiries or concerns about the delivery status of their order, which cannot be tracked, and seeks updates or information.
Shipping Query → Where's my order → General order update	The customer seeks general updates or information about the status or progress of their order delivery.
Shipping Query → Where's my order → Late or missing → With tracking	The customer reports that their order is delayed or missing, and the delivery can be tracked.
Shipping Query → Where's my order → Late or missing → Without tracking	The customer reports that their order is delayed or missing, and the delivery cannot be tracked.
Negative feedback	The customer has returned a low feedback rating.
Feedback reply	The customer has come in with feedback about a recent interaction

02 Where can I see AI classifications?

1. In the Mailbox

Add the AI Classification column to your Mailbox view by selecting Customise Table Layout and enabling the AI Classification option.

2. Inside a ticket

The AI Classification is displayed just above the Subject line within each ticket.

Note: AI Classifications are automatically determined by the system based on the customer’s first message. They cannot be manually changed.

03 Agent Assist templates and AI Classification

eDesk provides pre-configured templates for most classifications, which you can:

Use as-is.
Edit to suit your business needs.
Replace with your own templates.

Find the default templates in the Templates section or download them here.

Mapping templates to AI Classifications is crucial for:

Agent Assist, which suggests relevant responses based on the classification.
HandsFree, which automates responses for first incoming messages.

To learn more about Agent Assist, click here.
To learn more about HandsFree, click here.

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