Why We Use AI in Customer Support

We know that using AI in customer support can raise questions, and sometimes concerns. So we want to be really clear about what we use it for, how it works, and what it isn't meant to replace.

We're always aiming to help you get the right answer as quickly as possible, while still making sure you can always reach a real human whenever you need one.

You might notice our AI chatbot is called Scout, a little play on words, because Scout’s job is to scout out the right information and help you find answers quickly (with a nod to our camp spirit too!).

If you contact us via the live chat on our website or by email, Scout will usually respond first, helping with common questions and pointing you to the right Help Centre information straight away.

Scout can help with simple queries, get you to the right place faster, and reduce waiting times, but Scout will never replace human support, and you can always ask to speak to a real person whenever you need one. Just reply to Scouts messages with 'Human' at any point and our team will pick up your message as soon as they can, within working hours.

We use AI to:
✅ answer common, simple questions instantly
✅ direct you to the right help centre information
✅ reduce waiting times for everyone

We don’t use AI to:
❌ replace human support
❌ stop you from speaking to a person
❌ make decisions about refunds, complaints or sensitive situations

Many questions we receive are repeated thousands of times each year, things like:

Using AI means we can reply instantly to those kinds of questions, in seconds, rather than you having to wait for a human response.

That means our team can spend more time on what matters most:

In short: AI helps with the straightforward stuff, so our humans can focus on the meaningful stuff.

Our support team is still very much here, and we’ll always have humans available.

If you ever feel that AI hasn’t helped, or you’d just prefer a human, you can always request one.

If you want a human response, you can:

We aim to respond within our published working hours, and we’ll always do our best to help as quickly as possible.

AI is designed to pull answers from our Help Centre and support content, but like any tool, it can occasionally get things wrong or miss context.

If something doesn’t sound right:
✅ ask to speak to a human
✅ contact us via WhatsApp (especially during event weekends)

We’re always working to improve the information available and if AI gives an incorrect answer, please let us know so we can fix it.