Are any of you using AI generated answers to provide support in your community?

Question

We are considering using an AI bot to provide a fast response, with a disclaimer, but I want to know how others are doing this.

Georgiana Iancu · Accepted Answer

Yes, we do it in our community. We basically made an entire database with all of our content from knowledgebase, forum posts, wikis, blogs, you name it. It's an integration with chatgpt api. 
 Basically an api call is made to chatgpt including the subject and body of the thread, when a user clicks on the special button we have inserted in our forums. It searches through all that database and then gives the user an answer from a bot account we made specifically for it. We too mention in our disclaimer at the end of the text that it is provided by a bot. 
 The user in our case has the ability to use the functionality 3 times. 
 For example if the first time the user considers the answer hasn't been satisfactory, they can reject it, add more details in the reply and ask for another answer. 
 All this is of course, optional. The user can either wait for a human to reply or click on the button. We don't force anyone to use it. 
 In our case, we've seen adoption rates up to 40% from all forum posts made. 
 Hope it helps. 
 All the best, Georgiana

Wilfried Rijsemus (3sides) · Answer

In our monthly Community Leaders Forum meetings it was commonly accepted to use "Optional AI". Give people a choice and do not force it upon them. Some will want a fast answer, some will want to hear it from a human and are willing to wait.

Are any of you using AI generated answers to provide support in your community?

Top Replies