There were many excellent discussions at a recent Community Manager’s Unconference.
During one session we carved out the basics of a model for AI and its relationship with community. Let’s call it AI in Community (AIiC).
As a Community Builder/Manager you could use AIiC to:
Spot patterns and provide insight
Create connection opportunities
You want to ask your community some questions yet you’ve run out of ideas and worry you’ll ask the same sort of questions. So you ask an AI to give you a set of questions related to a topic in the style of Shakespeare.
You know that your community is talking about a particular topic yet can’t pinpoint the key themes and opportunities to keep the conversation going. You could use AI to highlight those themes for you and suggest community content to share.
Your community onboarding could ask some questions. And use those answers to say something like, “name likes to talk about topic, here’s more info about them and a thing they did.” Or someone asks “I need help with thing?” and the AI knows who to suggest.
“Spark Creativity” is doable right now. I’m unsure about the tooling to support “Spot patterns” and “Create Connection Opportunities” yet I’m keen to see it happen in the community tooling world.
Maybe there’s a spreadsheet hack I’m yet to work out.
Anyhow, AI in Community isn’t going anywhere and while we need to be aware of AI’s biases and risks, the possibilities are limitless.
How about you, how do you/could you use AI to support your role as a Community Builder/Manager?
Let’s build two lists.
One with real examples of what’s doable right now.
And one for what we’d like to see possible in the future.
We’ve been testing a lot of things, in a few we’re gonna roll out some of these to production.
Random ideas for Community (or Support as we see a lot of these overlapping)
Allow moderators to take their traditionally canned responses used for Support and convert each into a unique response (ChatGPT actually helps create a more human experience?).
Automatically generate responses to assist our moderators (AI generates the response to a topic, moderators can review and edit before submission). Again, Support may be a better use case for this long term.
Chatbot for support to replace our existing Chatbot
Academy quizzes - ChatGPT is amazing at generating a knowledge test on the fly, you can even choose how you want to respond such as multiple choice or not. Apparently ChatGPT 4 makes this wildly better
Coaching - Our Academy coaches help a lot of users with generating profiles for our platform. We’re looking at using ChatGPT to not necessarily build profiles for users, but educate them on the best ways. Take data we have and spit out examples, or ideally, have them write it first then have ChatGPT provide analysis on it to improve it.
I’ve just asked ChatGPT to summarise the first five topics on a Discourse category page. The results were great. Thinking it could be an interesting way to resurface forum discussions by providing a “way in” beyond just the topic post title. In other words, create a new topic which signposts people to discussions within the category they are looking at.
Or perhaps run the same ChatGPT task across multiple categories limited by post date e.g. the previous month. I imagine you could then create a “What’s being discussed?” summary post to provide a summary of discussions had during the last month. (And then pin the topic post for those new to the forum )
Here are some simple requests. For sure it would require refinement yet there’s potential there. For example, if you happen to use a scheduling tool like Buffer perhaps you could output it in a way to hook up it via their API.
Absolutely, it defo needs refinement (as I’d mentioned). It was just a demonstration of how simple it is to quickly grab stuff from an existing website.
Perhaps we could create a list of prompt options here to encourage ChatGPT to return something moderately creative and engaging – to at least get us started for us to tweak in whatever way we like. For example:
for each item, share three of the most useful points