Hi @revote 

Interesting thought and certainly one that is on everyones mind!

I think AI and ML will certainly be a necessity in providing the expected experience for customers. It will help create experiences at scale and help in all phases of the customer lifecycle (sales, support, success). 

BUT the experience of an individual will always outweigh that of a machine.

From my personal experience, I have seen differences in culture drive different customer needs. Some places prefer to self serve, others like to pick up the phone and talk to a person. I do not see that changing rapidly and firmly believe the AI/ML technologies will compliment the human touch and support more concrete partnerships between vendor and customer.

Hi everyone,

This topic of AI in support communities is both fascinating and timely. As someone who has closely followed the development of AI and its applications, I believe that AI can indeed play a valuable role in community management.

In line with some of the thoughts shared earlier, AI has the potential to handle repetitive, low-level questions that have been addressed before, freeing up community managers and subject matter experts to focus on more complex and engaging topics. This approach can improve the overall efficiency and responsiveness of the community.

However, it's important to maintain a balance between AI and human interaction. While AI can provide quick and accurate answers to many questions, there are certain aspects of community management where human touch and empathy are irreplaceable. For instance, understanding the nuances of a member's personal experience, providing emotional support, or brainstorming creative solutions together are areas where humans excel.

As we look to the future, I envision communities that thoughtfully combine AI and human expertise, optimizing the strengths of both to foster rich and supportive environments.

Looking forward to witnessing the evolution of AI and its impact on community management together!

Thanks both.

There are so many users who uses Google to find solutions. So far they are prompted to support community in many cases, but in the future AI will give the answers and maybe even more easily. But as said there will be users who wants human-to-human intercation, this is how it will be in the future as well. Callcenter, chat, store, online community etc.

It remains to be seen what will happen, how complicated questions AI can handle. Even so, as said, engagement with peers, brainstorming, ideation, complex topics and so on - we will need and use the communities in the future as well.