Like many technology companies, we believe AI can help us serve you better: faster answers, and teams focused on what genuinely requires human expertise.
AI in our customer support
Our goal is simple: to give you a reliable answer, as quickly as possible.
When you write to our support team, your request is first analyzed by our AI assistant, so it can be routed to the right person, with the right context.
For straightforward questions where the answer is in our documentation, the assistant can reply directly and close the request. It only does so when it has reliable information: when in doubt, it hands off to the team. All other requests are handled by a team member, whom the AI helps prepare their response. These assistants can be wrong, sometimes with great confidence.
If a response doesn't work for you, just say so by replying to the message: a team member will take it from there.
A conversational assistant in your platform: AI Assistant
A conversational assistant is available in Springly for some of our customers. It answers your questions about using the software and running your nonprofit, drawing on our documentation, and always lets you know it is an AI. Over time, we plan to integrate it more deeply into your platform and enable it to carry out certain actions on your behalf.
How is your data protected?
- Only what's necessary. We share with AI models only what is needed to answer your question. Email addresses, phone numbers, IBANs, and card numbers are masked before anything is sent.
- Governed providers. Our AI providers act on our behalf under a data processing agreement. They do not use your data to train their models. We prioritize providers based in the US or with strong data protection standards whenever possible.
- Limited retention. Your conversations are kept for a limited period, then deleted. We retain only anonymous statistics.
- Good habits on your end. Please do not share sensitive data (health information, etc.) with the assistant.
Full details of our data processing and sub-processors are available in our privacy policy.
And the human and environmental impact?
These technologies are transforming our work, and we won't pretend otherwise. For our part, we're fairly enthusiastic — these tools let us improve our services faster.
We continue to hire (a lot!). This includes our tech and customer support teams. In the latter, we're now looking for somewhat different skills: more focused on live training and guidance.
We're also aware of the environmental issues tied to excessive use of these technologies (particularly in data centers: electricity and water consumption, the proliferation of electronic components to meet soaring computing and storage needs).
We moderate our usage, explore leaner solutions (in-house hosting, lighter models), train our teams, and avoid systematically giving in to the pursuit of "more, always more" technology.
Have a question or comment on this topic? Write to us: we'd much rather talk about it.
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