TARA Expands to Email Support: A Limited Pilot Program

We’re excited to announce that starting today, we’re piloting TARA — our AI support agent — for general email support inquiries. While TARA has been helping customers via voice, this marks our first step into AI-assisted email support.

What This Means for You

This is a limited test designed to help us learn how TARA can best serve our customers through written communication. During this pilot:

TARA will handle initial email triage — helping categorize and respond to common questions
Human staff supervises every interaction — our team reviews TARA’s responses to ensure accuracy and quality
Complex issues go straight to humans — anything requiring nuanced judgment or account-specific decisions is escalated immediately

Our Human Support Isn’t Going Anywhere

Let us be crystal clear: our fanatical human support is not going anywhere.

We’ve built our reputation on responsive, knowledgeable, human-powered support. That commitment remains unchanged. In fact, we believe TARA will make our human support even better by:

Resolving simple issues faster — common questions get answered immediately, 24/7
Getting you to the right person faster — if you need human help, TARA ensures your request reaches the right team member with full context
Freeing our team for complex problems — less time on routine inquiries means more time for the issues that truly need human expertise

What to Expect

If you email our support team during this pilot, you may receive an initial response from TARA. You’ll always know when you’re communicating with TARA — we believe in transparency.

Prefer human support? Simply say so in your email, and your request will go directly to our team. No questions asked, no hoops to jump through.

Why We’re Doing This

We’re always looking for ways to serve you better. TARA isn’t about replacing humans — it’s about augmenting our team’s capabilities so we can:

Respond faster, especially outside business hours
Handle higher volumes without sacrificing quality
Let our human experts focus on what they do best

This pilot will help us understand where AI assistance adds genuine value and where human touch remains essential.

Your Feedback Matters

As with everything we do, your experience drives our decisions. If you interact with TARA during this pilot, we’d love to hear your thoughts — good or bad. Your feedback will directly shape how (and whether) we expand this program.

Questions about the TARA pilot? Reach out to our team at support@telair.net — and yes, a human will read it.