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Transparency Note: FeedbackFruits AI Chat Assistant

Hannah

General

What is an AI Chat Assistant?

  • As part of our ongoing commitment to improving our support experience, we've introduced an AI Chat Assistant to triage our users.

  • An AI Chat Assistant is essentially a chatbot who responds in a lifelike manner, removing the traditional frustration that can be faced by using an unresponsive or badly coded chatbot.

  • This AI Chat Assistant will learn using our public resources and prior conversation solutions - this would take the form of problems addressed by our support team in the past and solutions given that were met with a positive response from users and does not include any kinds of personal data like names or email addresses.

  • By introducing this AI Chat Assistant, we're aiming to provide efficient support with a smooth user experience while still allowing any users who want to be routed to our human support team to do so.

What Can the AI Chat Assistant Do?

  • This AI Chat Assistant feature is supplied by our chat service provider, Intercom - the service provided is called Fin.

  • This AI functionality is separate and unrelated to our own Acai functionality within our tools.

  • Fin AI Agent can provide AI-generated answers using a wide variety of content sources, including:

    • External content chosen by us (public website URLs - e.g. Canvas' FAQ)

    • Our Help Center

    • Internal macros and notes

    • PDF files

    • Inbox conversation content

    As our support content (like the help centre and above listed options) improves, our AI Chat Assistant does too.

Privacy, Security & Governance

Data Usage & Privacy:

User Impact:

  • The purpose of introducing the AI Chat Assistant is to create a smoother user experience by reducing wait times to speak to an agent and have your issue resolved.

  • The enhancements we see this Chat Assistant providing are:

    • Lowered user wait times

    • Efficient support handling of less complex issues

    • Effective utilisation of our help centre resources

      • Easy identification of resource improvement areas

    • Human support agents having more time to spend on complex issues

Human Monitoring and Involvement

Limitations and Risks:

  • The AI Chat Assistant is not fully comprehensive, in the same vein as other types of AI models - it can only generate answers based on content and is not capable of problem solving or using human logic, which means the answers generated are only as good as the information it has access to. We are aware of this and have added in a "talk to a person" option after receiving your initial AI generated answer that will take you through to our in-house support team.

  • We will be monitoring the involvement rate, number of resolutions and customer satisfaction generated by our AI Chat Assistant on a regular basis to ensure this has a net-positive impact on our users.

Correction Options:

  • If our AI Chat Assistant is providing an incorrect answer, you are able to flag this to us when selecting "talk to a person". We will endeavour to correct the information that led to the incorrect answer within a reasonable timeframe.

Transparency and Accountability:

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