1. Introduction
Thoropass uses an AI-powered support assistant (the AI Helpbot) provided by Intercom (Fin AI) to assist users with common questions related to the Thoropass platform. This document provides a high-level overview of how the AI Helpbot operates, what it can and cannot do, how data is handled, and the safeguards in place to support responsible and compliant usage. It is intended for any Thoropass customer user and may be shared publicly or during sales and security reviews. This document serves as an AI usage and transparency statement and is provided for informational purposes only.
2. What the AI Helpbot Can Do
The AI Helpbot is designed to assist users by answering questions based on approved Thoropass support and documentation content.
The AI Helpbot may help with:
Product how-to and platform navigation questions
General compliance framework concepts based on published knowledge base content or internally provided content
Guidance derived from public help center articles and approved documentation
Responses are generated by referencing relevant support content and presenting it in a conversational format. Intercom’s AI technology uses content-grounded techniques to reduce unsupported or speculative responses.
3. What the AI Helpbot Cannot Do
To set clear expectations, the AI Helpbot is not intended to:
Provide legal, regulatory, or compliance advice
Determine audit readiness, compliance status, or certification outcomes
Access customer-specific workspace data, including:
Uploaded evidence or audit artifacts
Control statuses, scores, or assessments
Personally identifiable or sensitive customer data
Modify customer data, configurations, or system settings
Respond to questions outside the scope of approved support content
When a question falls outside of its supported scope, the AI Helpbot may indicate it cannot assist or suggest engaging with a CSM.
4. Data Sources and Access
Content Sources
The AI Helpbot generates responses using content curated and approved by Thoropass, such as:
Public help center articles
Internal support documentation
Approved reference URLs and knowledge base materials
The AI Helpbot does not index or retrieve content from customer-specific environments or private workspaces.
Data Access Limitations
The AI Helpbot does not have access to:
Customer-uploaded evidence or documentation
Audit artifacts or reports
Control statuses, metrics, or compliance scores
Sensitive personal or confidential customer data
5. Data Handling & Privacy
Interactions with the AI Helpbot are not used to train public AI models.
Customer conversations are not used to train Intercom’s general or publicly available models.
Conversation data may be retained for support quality, troubleshooting, or operational follow-up, consistent with applicable privacy and security policies.
Thoropass leverages Intercom’s AI features in accordance with Intercom’s documented data handling practices.
6. Safeguards and Human Involvement
The AI Helpbot may suggest escalation to a CSM when it cannot confidently answer a question or when the topic is outside its scope.
Human review of AI responses is not guaranteed and may occur only after internal review or follow-up.
Behavior and escalation logic may vary based on configuration and operational needs.
AI can make mistakes. Trust but verify any provided information.
7. Customer Controls
Customers may opt out of the AI Helpbot at the account level by informing their CSM or submitting a service request ticket.
Individual users cannot independently disable the AI Helpbot.
Requests for chat history deletion are not guaranteed and are subject to system limitations and applicable policies.
9. References and Additional Information
For more information, customers may refer to:
Thoropass Privacy Policy
Thoropass Terms of Service
Thoropass Trust Center
Intercom documentation describing AI-powered support capabilities and data handling practices
10. Frequently Asked Questions (FAQ)
Q: Does the AI Helpbot replace human support?
A: No. The AI Helpbot is intended to supplement human support by answering common questions. Human support remains available.
Q: Can the AI Helpbot see my compliance evidence or audit materials?
A: No. The AI Helpbot does not have access to customer-specific evidence, artifacts, or workspace data.
Q: Is my data used to train AI models?
A: Customer conversations are not used to train public AI models.
Q: What happens if the AI Helpbot cannot answer a question?
A: The AI Helpbot may indicate it cannot help, suggest alternative documentation, or recommend contacting your CSM.
Q: Can customers disable the AI Helpbot?
A: Yes. Customers may opt out of AI Helpbot usage at the account level by submitting a service request.