HelperBot Explainability

Say Hello to HelperBot’s New Superpower: Explainability (of which we will affectionately call "HBE")!

Starting with release 24.11.22, HelperBot is getting smarter and chattier in the best possible way. This new update makes photo feedback more straightforward, friendlier, and helpful for everyone.

“Explainability”? Did HelperBot Just Get a Brain Upgrade?

Yes, yes it did. Explainability might sound like a sci-fi buzzword, but it simply means this: HelperBot can now explain itself—why it denied a photo and what you can do to fix it.

HelperBot has been studying every photo it’s reviewed since 2017 (nerd alert!), learning patterns and getting better at understanding what makes a great ID photo. Before, it would look at a photo, decide whether it passed or not, and if it wasn’t sure, it would send it to a human for review.

But now? Now it's got words. Labels, if you will (click here to read our article on Labels — this will be your first step in understanding how to take HelperBot to the next level).

For Cardholders: More Helpful, Less Head-Scratching

Before this update, if your photo was denied, the message you got was... a little vague. It pretty much repeated the original photo instructions. Not super helpful if you were left wondering why your photo didn’t make the cut.

But with this release, HelperBot gives you labeled feedback tied directly to specific photo requirements—lighting, glare, background, face visibility, and more. Think of it like a helpful coach saying, “Hey, it’s not your smile—it’s the shadow across your face. Try again!”

More guidance = fewer retakes = happier humans.

Denial feedback the Cardholder received from the previous version of HelperBot	Denial feedback the Cardholder receives with HelperBot Explainability
Before HBE:	After HBE:
Notice that the denial feedback was minimal, with a message that may or may not clarify a photo's denial.	Feedback is now directly tied to the photo requirement itself!

For Card Office Staff: No Changes (Yet)… But More Info Awaits!

From your side of the screen, everything with auto-approval and auto-denial works just as it always has. No immediate action required. Breathe easy.

What you will notice is an increase in the number of labels attached to each photo. These labels will help you better understand why a photo was approved or denied—and can help support any manual decisions you make.

P.S. There's more goodness on the way for card offices. We’ll cover customization, label settings, and reporting enhancements in a future article. Stay tuned!

In the previous version of HelperBot, the Card Office was notified that this submitted photo was not up to the standards set by the Organization	With HelperBot explainability, the Card Office receives feedback for what photo requirments are not met.
	HelperBot Labels and Confidence Scores for each label

Release Video:

Do you have questions or are you wondering how this fits your organization?

We’re here for it! If you’re curious how your card office can make the most of these new labels or want to dive deeper into HelperBot’s new skill set, just give us a shout:

support@cloudcard.us