AI and Customer Commuities?

Such a great discussion topic ​@baraica !🔥

Calling in more of our great minds here to share their take - ​@revote ​@juan.delrio ​@DannyPancratz ​@mitchell.gordon ​@jillian.bejtlich ​@JeniA 

Danny is the king of this.  In my humble beginnings of automation I posted here on what I am doing this year:
 

Using Zapier Agents :)

We have built a tool that analyzes discussions in a specific product area and sends us a weekly report including:

• Number of topics
• The most positive and most negative topics
• A brief recap of each topic, including sentiment
• Ideas and feedback that members have shared with us
• etc.

Report is sent automatic to our product team and stakeholders and other people who are interested.

We have done a few things with AI so far.

We integrated our community as a source of content for our AI chat bot. We use solved questions as the source.

I personally use AI to help code. I give whatever LLM either a url of what I want to replicate, describe what I am looking to do or give it existing code to help modify I usually create a custom page, in production and hidden, to play around with before going live. I can edit and modify code but I am in no way a FTE webdev. Im able to get the job done, most of the time, with soft skills and some help from AI. 

Spam is always crazy. Especially on a larger, fully public community. I talk with AI for about 15-20 minutes about the spam I see during the month. It gives me an analysis of things to look our for in the future. It has helped me comma delineate things that go into premoderation rules based on those convos.

Personally, I am not involved with a ton of the content strategy on the platform but I know the team does use it at times to help with various tasks.

I see communities integrating AI by implementing organization specific bots. People can use it as universal search for inside an organization regardless of where you are at. Automatically filtering out all noise from other organizations.

Personally, embracing it as a great assistant but checking its work throughly as its never done properly the first or second time.

When it comes to the problem solving from a big picture perspective, our website AI chatbot uses our website support pages and support articles as its source.

However, what we have started testing is that adding articles from our community as an additional source. It seems that this works well and we can add even more articles as a source.