eDesk's AI photo checker reviews photos submitted by customers to ensure they are genuine and have not been modified or AI generated. It will flag any photos that fail these checks for your Care Team to review, allowing a human Agent to decide next steps while in possession of all the facts. This photo checker is available for AI Agents and in the ticket as part of AI Assist.

This help file explains how the photo checker works and what happens if a submitted photo fails its checks. 

01 Introduction 

If you or an AI Agent procedure ask the customer for photographic evidence to support a refund claim, you need to be able to rule out the possibility that the photo has been doctored or AI generated. That's where eDesk's AI photo checker comes in.

When your customers provide photos as evidence to support a refund claim, for example, a photo of a fault in an item, the photo checker will review the photo. If it finds that the photo has been modified to show fake damage, altered order numbers, or has been AI-generated, eDesk's AI will flag it so that a human Agent can review it. The customer will not be aware of this process - the AI Agent will never auto-deny a claim and will never indicate any of its activity to the customer.

02 How it works

When a customer shares a photo as evidence in a refund claim, the photo checker will:

1. Attempt to check the photo for any modifications or AI generation. 

2. If the photo passes checks:
  • if the AI Agent is handling the ticket, the AI Agent will continue to the next step in the Procedure as usual.
  • if a human Agent is handling the ticket, AI Assist will not add any warnings to the ticket.
    If the photo fails its checks:
  • In the case of refunds, if the AI Agent is handling the ticket, the AI Agent will flag the photo as having possibly been edited, and halt, i.e. it will not proceed to the next step in the Procedure and will instead escalate the ticket to a human Agent for review. In non-refund cases, the Procedure must state what the AI Agent should do if the photo fails checks.
  • if a human Agent is handling the ticket, AI Assist will add a warning to the ticket that indicates that the photo has possibly been edited.
    If the photo cannot be checked:
    eDesk AI will check ONLY a real photo that is uploaded as one of the following file types:
  • JPG
  • PNG
  • GIF
  • WEBP.
PDFs, icons, signatures and tracking pixels will not be checked. If the photo checker cannot review the photo, e.g. if it is shared as a PDF, then it will not flag any errors and will continue with the Procedure. 

Important: Your Procedures should be set up to handle all of the above scenarios. For example, if the customer uploads a PDF as photographic evidence of a fault, you can set your Procedure to inform them that PDFs are not accepted and instruct them to share the image as a JPG instead.

03 What you'll see in the ticket when a photo fails checks
When a photo fails the checks, the ticket will show:
 
  • A red "Fraud detector" tag sits in the ticket header, beside the language and status tags.
  • A red banner below the attachments reads "Possible image editing detected" and asks you to review the flagged images. Youcan close the banner.
  • A warning icon appears next to each flagged attachment's file name (here, image003.jpg). The warning will continue to be displayed after the banner is closed.
  • Each attachment also has an AI Image Analysis dropdown with details of the analysis for that image.

    Flags in the ticket
Note: Missing data never counts against the buyer: an unreadable photo is flagged as "not verified", rather than flagged as "possible image editing detected".

04 How to enable the photo checker

When a customer submits a photo via a given channel, the photo checker will review the photo if the following are in place:
  • If the ticket is handled by an AI Agent, the channel/AI Agent must be set up and running.
  • The relevant AI Agent Procedure is switched on and includes a step that asks the customer for a photo, e.g. a Returns, Post-Sales, or Pre-Sales Procedure.
Detection runs on pre-sales and post-sales tickets as well as returns, and flagged images always get the tag, icon and banner. Holding the reply for human review applies only to refund-type actions.

04 No customer impact

Customers are not aware of the photo checker or the result of its checks. The only difference is that your human Agents have additional information about the submitted photo, and if the AI Agent escalates it to a human, then the customer may receive a slower reply from your team.

Further Reading


Do you use AI Agents or Chatbots in eDesk? Most jurisdictions insist you disclose use of AI. Learn more here.