AI Transparency

Support assistant

The Support widget uses AI to answer questions from an organisation's published knowledge base and configured support information. It is identified in the widget so visitors know they are interacting with AI.

A person on the organisation's team can take a conversation over, and the organisation can let the assistant hand a conversation to its team when a visitor asks for a person or the assistant cannot answer. While a person has the conversation, the widget says so in place of the AI notice, the assistant does not reply, and the team's messages carry the name the organisation chose. If the visitor has shared an email address, the team may also reply by email, and the visitor's email replies are added to the same conversation.

So the organisation's team can review conversations, AI also generates a short title, summary, and estimated visitor mood for each conversation, and detects the language of each visitor message. Each conversation additionally records an approximate city-level location derived from the visitor's IP address, the visitor's timezone, and a coarse device, operating system, and browser classification. The IP address itself and precise coordinates are not stored.

Other AI features

SharpOS can provide AI-assisted content drafting, support insights, audit insights, translations, and automation steps when an organisation enables and configures those features.

Human review and limitations

AI-generated information can be incomplete, inaccurate, or unsuitable for a particular situation. People should review important outputs before relying on, publishing, or acting on them. SharpOS AI features do not provide legal, medical, financial, or other professional advice.

How AI features use information

AI features process the prompts, feature context, and content needed to provide the requested result. Organisations should not submit information they are not authorised to share. More information about personal-data handling is available in the Privacy Policy.

Questions and policies

For the governing terms, privacy information, cookie policy, data-processing commitments, and current subprocessors, visit the separate public policy pages linked in the SharpOS footer.