How we use AI to get you answers sooner
Starting October 1, our AI assistant can answer common support questions when our team can’t get to them within an hour. When you contact us, you’ll see this message below the Homey support form:
Why we use AI
We want you to get a useful answer quickly. Some replies have taken more than a week, and that’s not the support we want to give. AI helps us change that. When it answers common questions during busy periods, fewer requests wait for our team. That gives us more time for follow-ups and complex issues, so those should get a reply sooner too.
Where we use AI
You may already know the AI chatbot on our website, which has been there for more than a year. For support requests, AI now also writes the first reply to common questions and helps our team draft their answers.
What the AI assistant can help with
When no one from our team has picked up your request within an hour, the AI assistant can write the first reply. It answers questions about connectivity, such as Wi-Fi issues, and about your account, subscriptions, and orders. It can also suggest first troubleshooting steps.
The AI assistant draws on our Knowledge Base articles. When those don’t cover your question, it looks at how we answered similar questions before. We always make clear when a reply comes from the AI assistant, and it stays in your ticket history like any other message.
After the first reply, our team takes over. They may use AI to help draft their replies, but they check every draft and decide what to send. Changes to your account or an order are always handled by our team.
Your data
The AI assistant is provided by Pluno, a support tool from Unbrained GmbH in Germany. We chose it because it’s built for technical support and is bound by European privacy law.
Before we share your request with Pluno, names and email addresses are replaced with codes, and details such as your home address and IP address are removed. The same goes for earlier requests Pluno looks up, so it only gets what it needs to answer your question.
Reaching our team
Reply to the AI assistant’s message, and someone from our team takes it from there. Do the same if the answer is wrong or doesn’t solve your problem.
If you’d rather not get a reply from the AI assistant, say so when you contact us. Your request then waits for someone from our team, which may take a little longer.
How we monitor it
AI can make mistakes, so we keep checking its work. We decide which topics the AI assistant can answer. When a conversation continues after its first reply, our team reads what it wrote before responding. We also review a sample of its first replies and adjust its instructions based on what we find.
We’d rather you spend your time using Homey than waiting for an answer. The AI assistant is one way we’re getting there, and your feedback helps us get it right.
