Overview
To help you get faster answers to common queries, FundApps has introduced the FundApps Assistant, an AI-powered chatbot available through Intercom, our client support platform.
This article answers frequently asked questions to help you understand how FundApps Assistant works, what to expect when using it, and how your data is handled.
FAQ
Q: What is FundApps Assistant?
A: FundApps Assistant is an AI agent provided by Intercom, FundApps’ client support platform. FundApps Assistant acts as an AI-powered support team member which can provide immediate, automated assistance with:
Answering Frequently Asked Questions (FAQs): Get answers to common queries about FundApps products, features, and platform functionality.
Providing Troubleshooting Assistance: FundApps Assistant can guide you through self-service troubleshooting steps for issues you may encounter.
Recommending Resources: It can direct you to relevant articles, guides, and support materials within the FundApps Help Centre.
FundApps Assistant provides an automated service, available 24/7, for faster responses and general assistance.
Q: How does FundApps Assistant work?
A: FundApps Assistant works by leveraging large language models (LLMs) to aggregate information from the FundApps Help Centre, analyse your request, and respond with relevant information, suggested actions, or links to further resources.
While FundApps Assistant can assist with basic queries, it is not intended to replace human expert support. If your issue is complex or requires a more in-depth response, you will be directed to a human FundApps support team member.
Q: Is FundApps Assistant secure?
A: FundApps Assistant is provided by Intercom, FundApps’ client support platform. Our agreement with Intercom includes a robust data processing agreement, and Intercom’s security accreditations have been assessed as meeting our high security standards and will be reviewed annually.
Intercom uses Microsoft’s Azure OpenAI Service and Google to provide FundApps Assistant. Intercom does not allow these providers to use your data to train the underlying AI model or improve their services.
Q: Does FundApps Assistant have access to confidential client data?
A: No. FundApps Assistant leverages FundApps Help Centre articles and your Intercom support ticket information to answer your questions. It does not have access to your confidential Client Data or that of other clients contained within your environment, and cannot provide you with answers relating to this.
Q: What data is collected when I use FundApps Assistant?
A: Basic interaction data is collected, such as the questions you ask and the responses it provides. This helps improve the accuracy of the support provided.
Q: Can I share sensitive information with FundApps Assistant?
A: No. You should not share sensitive personal or financial information (e.g., position files, portfolio files, account passwords, financial details) by typing or uploading it into your conversation with FundApps Assistant. We also restrict certain file types from being shared within our Messenger and via email.
If your issue is complex or you believe it requires the sharing of this information, please contact a human FundApps representative.
Q: What are the limitations of FundApps Assistant?
A: Not a Replacement for Expert Support: FundApps Assistant is designed to handle general inquiries and basic troubleshooting. It cannot replace a human representative for complex or personalised assistance.
Response Accuracy: FundApps Assistant provides answers based on available data from the FundApps Help Centre and may not always have the most up-to-date or comprehensive answers for every situation. If you need more precise or specific information, a representative will be happy to assist.
Availability: FundApps Assistant may be unavailable during technical maintenance or system updates, or Intercom updates or planned/unplanned downtime.
Q: When and how can I access FundApps Assistant?
A: FundApps Assistant is available now, unless an admin user has contacted [email protected] requesting to opt out their organisation. Admin users can opt out, and may opt back in, at any time.
Individual users will be informed they are interacting with an AI agent, that they have read and understand this Policy Portal page on the FundApps Assistant, and consent to using FundApps Assistant when starting each conversation.
Q: What am I consenting to when using FundApps Assistant?
A: If you consent to use FundApps Assistant, you acknowledge and agree to the following:
You are aware of how FundApps Assistant works and how your data will be used.
You understand the limitations of FundApps Assistant and acknowledge that it cannot replace human support for more complex issues.
You understand that you should not upload sensitive data, including position files and portfolio files, to FundApps Assistant or Intercom.
You can choose to stop using FundApps Assistant at any time by simply exiting the conversation or reaching out to our support team for assistance.
Q: Can I choose not to use FundApps Assistant?
A: Yes. If you feel that FundApps Assistant cannot fully resolve your issue, you can always escalate to a live support representative.
Additionally, admin users can opt their organisation out of FundApps Assistant at any time by contacting [email protected].