Agent Corrections
When AI classification gets something wrong, agents can correct the prediction directly on the ticket. Corrections provide feedback that helps track AI accuracy and lets you override incorrect values.
Correctable fields
Agents can currently correct two classification fields:
| Field | What you can correct |
|---|---|
| Intent | Change to any active built-in or custom intent category |
| Language | Change to any supported language code |
Making a correction
- Open a ticket and locate the AI classification section
- Click the field you want to correct (intent or language)
- Select the correct value from the dropdown
- The correction is saved immediately
The ticket displays both the original AI value and the corrected value, so the full history is preserved.
Reverting a correction
To revert a correction back to the AI’s original prediction:
- Click the corrected field
- Select the AI’s original value
- The correction is removed and the AI value is restored
You can also explicitly remove a correction from the corrections list on the ticket.
How corrections are tracked
Each correction records:
- The original AI prediction
- The corrected value
- Who made the correction
- When it was made
Corrections are logged in the ticket activity feed as classification_corrected and classification_restored events.
Related
- AI Ticket Classification — how classification works
- Intent Categories — manage the intents agents can select