Community Management and AI ChatGPT
This future seemed so far away, but here we are in the middle of it! The future is now, old people.
Where will the AI progress take us? Will we lose our jobs? Are we about to evolve from Community Managers to Social Engineers?!
Introduction
In the recent years, we have always been supported by tools that helped us in our missions.
Whether Community Managers are analysing a pool of data from their campaign, looking for content creators, editing images, videos, or transforming documents: We are using “an intelligence”, an app, that helps us save time on tasks. Excel, the GSuite, Photoshop, Premiere Pro, Hootsuite Analytics, Notion, Asana, Mailchimp, SproutSocial, native insights & stats and all the other tools you are using are a program here to make your life easier and more efficient.
This new AI tool is no different, that’s why you need to jump on the train now and learn how to use it at your advantage.
Now for ChatGPT, you may have heard of it already as it’s been used quite everywhere along DeepL (Localisations) or MidJourney (Image generation) or CitizenLab (Comms Platforms) or even GitHub Copilot (Coding) as the AI takes over the Tech news on social Media.
ChatGPT is a chat bot using a Reinforcement Learning with Human Feedback to interact with humans, and answer their questions.
It’s called AI because these algorithm learn from their experience to improve upon feedback, interactions, and results.
The quickest way to understand what I’m talking about is in my opinion to use the New Bing AI search engine. You will be quite shocked how good it is.
These new AI technologies are growing rapidly, but they are still at their first baby steps. There are tons of improvements and rules to bring to this new space.
By taking a keen interest now in AI, Community Managers can help shape the landscape and the future of this technology.
It can become your best friend if you harness its potential. Let’s dive in.
What is the use of AI for Community Management
So essentially, what’s the value AI can bring to your job as a Community Manager?
- Automation of routine processes so you can focus on more valuable tasks. For example if you missed an afternoon of conversation in a live chat, copy the conversation over to ChatGPT and ask “Breakdown this conversation in 5 bullet points”. The AI will then give you the most important/discussed points of that conversation for you to read. You can try it now as an example. Copy all the text from this page, and paste it into ChatGPT to ask for a recap of this article. This is my most common use at the moment: Quick recaps for example if I missed conversations that happened when I slept. You could clean spelling mistakes, reword your copies with a different wording, or even ask for various styles!
- Analytics, precise insights, and even contextual descriptions of the boards so you can just watch, learn, and guide your future plans to better ends;
- … it’s just two lines but trust me it’s a LOT of applications in the end.
A few examples of things the AI can already do:
- Personalise your messages to your users based on their profiles and activities
- Recommend people or even identify influencers & advocates
- Recommend content, for example which threads are the most read/commented/highest value of feedback in your forums or community platforms
- Customer Support-like interactions & escalations, chatbots, conversational interfaces
- Moderation of content and member behaviour
- Suggested actions & content for you to produce
- Monitor community health and trends
- Measure metrics, ROI, campaigns, track patterns to help foster engagement
- Create content, for example your own community rules, a meeting recap, or even a Powerpoint with your prompt
- Areas of investment & enhancements to drive toward given goals
How to keep it authentic?
It’s true that 100% AI generated content can, and will feel unauthentic to the brand’s voice and tone if you overuse it.
I would say the most perfect way would be to have an instance of AI that your company can train, but it’s on another level for companies who can pay engineers to work on such a project, like Microsoft and the New Bing AI we were talking about earlier.
While ChatGPT is not connected to the internet, New Bing is, which makes it very powerful if trained correctly. Your company could do it too if you hire the correct persons for this.
The easiest way to create a customised AI like ChatGPT for your company would be these steps that you can follow:
- Head to platform.openai.com/signup and create a free account.
- Click on your profile in the top-right corner and select “View API keys” from the drop-down menu.
- Click on “Create new secret key” and copy the API key.
- Install The AI Engine plugin.
- Look for More Apps in the menu of your WordPress dashboard and select AI Engine from the sub-menu.
- Click the “Create New Bot” button.
- Choose ChatGPT as your AI model.
- Customize your chatbot by adding prompts and responses.
► I invite you to create your own instance of ChatGPT, and improve your version with your prompt, conversations, and answers. Analyse how your instance is doing, enhance its cold robot-like answers, and draw your conclusions.
► Don’t over expect from the AI at the moment, its main function is to provide us with information in a more human way… but it doesn’t add any extra value on its own so you must read the information correctly, re-write it if necessary, and make sure it is accurate.
The greatest communities now have an emphasis on honest and thoughtful communications, so it is important that you work on authentic and recurring interactions with your users.
At the moment the technology is still being developed, but you can hop in early with:
- Google – Create your Workspace for free. The company is iterating refining their tech, and it will eventually roll out to the public in the future. It will help you in your mails, GSheet, GDoc, and all the other GSuite apps!
- Microsoft – Today, the best way to get ready for Copilot is to get on Microsoft 365. The service will not be free, as it will be included in Microsoft 365 along with Excel, Word, Graph, Teams, and all the other Microsoft apps.
Some more tools that would help you on this path: