# Thoropass AI Helpbot: Transparency & Compliance Overview ## **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.