At Thunderbird, our support team is committed to helping you when you need it. As we grow, we’ll introduce automation, including AI-powered tools. These tools are here to assist us, not replace us. They help us improve the support experience for our users, community, and support team.
What does “automation in support” mean?
Automation helps our support team behind the scenes to:
- Route and organize incoming tickets faster
- Suggest helpful articles and draft answers
- Detect urgency, intent, and sentiment
- Identify trends and analyze feedback
- Write draft replies that a human support team member always reviews and edits before sending
These tools help us focus more on complex cases while helping you find useful information more quickly.
Will I talk to an AI bot?
Only if you want to.
You may receive clearly marked, automated suggestions—such as potentially helpful support articles—while a member of our team reviews your request. You are never required to interact with an AI bot or rely on an automated response.
Our AI assistants:
- Are available to respond 24/7
- Always provide a path to human support
- Can suggest help articles or ask clarifying questions
- Will not pretend to be human
- Are closely monitored by our team for quality and accuracy
You stay in control. We’re here for you.
Why use automation in support?
Here’s why we’re embracing AI-powered tools in support now:
- Setting expectations early: Transparency from the start builds trust
- Avoiding surprises: Many support tools now include AI by default. We want you to know what we’re using and why we’ve chosen it
Your privacy and trust matter
We take your privacy seriously. That’s why we’re:
- Publishing this article to explain how we use automation
- Updating our Privacy Policy to reflect AI tools in support
- Designing every workflow to remain human-first by default
We do not sell your data or use AI to share it with third parties for unrelated purposes. We use AI only to provide faster, better help.
AI may organize tickets, recommend resources, translate content, and prepare draft responses. Customers can always reach our support team, and AI does not make final support decisions on its own.
What’s next?
We’ll continue to refine how we use automation. We’ll pilot these tools with care, consider your feedback, and scale responsibly.
We’re working closely with Thunderbird’s Legal, Marketing, and Community teams to ensure our use of automation and AI reflects Thunderbird’s values.
Thank you for your trust
As Thunderbird continues to grow, we remain committed to support that is privacy-minded, community-centered, and human-first. Automation helps us respond more effectively; it does not replace the people on our support team.
If you have questions or concerns about our use of automation and AI in support, we welcome your feedback.