AI in Online Communities: Pros, Cons, and Future Possibilities

In a recent episode of the Peers Over Beers podcast, Nicole Saunders, a community management professional, joined Chris Detzel to discuss the potential benefits and drawbacks of artificial intelligence (AI) in online communities and customer support. The conversation touched on various aspects of AI, including its challenges, possible advantages in content generation, and the impact on community management. This blog post delves into the key insights from their discussion.

AI Limitations: Historical Data Dependency

One of the main limitations of AI that Saunders highlighted is its reliance on historical data. AI language models like Chat Gpt, for example, have only been trained on data up to 2021, which may make them unaware of current events. Consequently, this limitation can lead to errors in information provided by AI-generated content, which might sound plausible but could be incorrect. It is crucial for community managers to stay updated and verify AI-generated information to prevent misinformation.

Potential Benefits: Content Generation for Communities

Saunders and Detzel explored the potential benefits of AI-generated content for communities. AI can assist community managers in tasks such as summarizing community conversations, freeing up time for other tasks. Detzel added that AI could generate show or webinar summaries, descriptions, and tweets, further enhancing the efficiency of community managers.

Caution in Using AI-Generated Content

While AI-generated content offers several advantages, Saunders and Detzel emphasized the importance of caution. Validating the output of AI-generated content is crucial in preventing errors and misinformation. AI-generated content can be a valuable tool for community managers, but it should not replace human engagement.

Impact on Community Management

The conversation also considered the potential impact of AI and generative technologies on community management. Saunders proposed that new roles specializing in AI and generative technologies could emerge within the field. Detzel drew parallels to the early days of social media, when new roles like social media managers came into existence.

The discussion between Saunders and Detzel offered valuable insights into the potential benefits and drawbacks of AI in online communities and customer support. AI promises significant advantages, but it also has limitations that must be taken into account. For community managers, it is essential to stay abreast of technological developments and be prepared for the potential impact of AI. By integrating AI responsibly and maintaining human engagement, online communities can harness the power of AI to enhance their effectiveness and efficiency.