1. OpsBots Uses Artificial Intelligence
OpsBots uses artificial intelligence — specifically Anthropic's Claude, a large language model — as a core component of our IT support services for Managed Service Providers (MSPs).
We believe customers have the right to know when AI is involved in handling their support requests. This statement explains what our AI does, what it does not do, how your data is handled, and how you can request human-only handling.
2. How AI Is Used
Our AI systems perform the following functions when processing IT support tickets:
| Function | What the AI Does |
|---|
| Classification | Categorises incoming tickets by type, priority, and urgency to ensure they reach the right team quickly. |
| Routing | Directs tickets to the appropriate technician or team based on the issue type, required skills, and current workload. |
| Suggested responses | Generates draft responses and troubleshooting steps for support staff to review before sending to customers. |
| Pattern detection | Identifies recurring issues and trends across tickets to help MSPs address root causes. |
3. What AI Does NOT Do
We maintain clear boundaries on AI use:
- No autonomous customer communication. AI does not send responses directly to customers. All AI-generated responses are reviewed and approved by a human support staff member before being sent.
- No decisions without human oversight. AI classifications and recommendations are subject to human review. The AI does not take actions that could deny service or access to any individual without a human in the loop.
- No impersonation. Our AI systems identify themselves as AI in all interactions. They never impersonate human staff.
- No profiling. We do not use AI to build personal profiles, score individuals, or make predictions about people beyond the scope of the specific support request.
4. Data Handling
4.1 What Data the AI Sees
When processing a support ticket, the AI may see:
- Ticket content: the description of the issue, error messages, and system logs
- Identifiers: names, email addresses, usernames, and device information associated with the ticket
- Ticket metadata: timestamps, priority levels, and category tags
The AI sees only the data necessary to classify and assist with the ticket. It does not have access to billing information, passwords, or other unrelated personal data.
4.2 Data Retention
- AI processing is transient. Ticket content sent to Anthropic's Claude API for AI processing is not permanently stored by Anthropic after processing is complete.
- No model training. Your data is never used to train AI models. This is confirmed under Anthropic's commercial terms.
- Ticket data retention follows the service agreement between OpsBots and your MSP provider. Upon contract termination, data is securely deleted within 30 days.
4.3 Security
- All data is encrypted in transit (TLS 1.2+) and at rest
- AI processing requires cross-border transmission to Anthropic's infrastructure in the United States; this is transient only
- All persistent data is stored on Australian infrastructure (self-hosted in New South Wales)
- Strict data isolation between MSP clients — no cross-client data access
- Full audit logging of all AI actions with timestamps
For full details on our data practices, see our Privacy Policy.
5. Your Right to Human Review
You have the right to request that your support requests are handled by humans only, without AI involvement. To exercise this right:
- Contact your MSP provider and request human-only handling for your tickets
- Contact us directly at hello@opsbots.com.au with the subject line "Human Review Request"
You may also request a human review of any specific AI-generated classification or recommendation at any time. We will provide a meaningful explanation of how the AI reached its output upon request.
6. Questions
If you have questions about how OpsBots uses AI, contact us:
Related documents: Privacy Policy