UpScrolled has limits on how we use artificial intelligence (AI) on our platform and among our support team. However, to ensure fast responses to general questions, to protect platform safety and quality, and to cover routine tasks that benefit users, we have some systems in place with guardrails.
In support cases, UpScrolled uses AI as a search tool that provides quick access to frequently asked questions. This functions more as a question-and-answer setup to serve as a first pass at categorizing user questions. In routine support cases, this provides fast answers to common questions. In sensitive cases, the AI automatically routes the conversation to humans.
Good to know
Our AI in chats and emails pulls from human-written public Help Center articles and previous human-driven support interactions to give you the correct information for routine problems.
The AI does not have access to information outside our public support documents, meaning it does not make any interpretations on its own. In this way, our support AI functions less like a chatbot and more like an SEO that is checking the Help Center for keywords related to the problem you're reaching out about.
Our team reviews how the AI replies and makes adjustments to prompting where necessary to ensure high quality interactions.
You can always ask the AI to escalate to a human, and our team will respond as soon as possible.
The AI is prevented from responding to high sensitivity cases, which are automatically directed to human support.
All support interactions — including AI-resolved cases, spam, and escalated questions — are reviewed by a human for quality control, typically within a day, except for Saturdays and Sundays.