Revolutionizing Discord Support with AI Agents

Table of Contents:

1. Introduction
2. Internal Hackathon: Using Relevance AI to Improve Discord Support
3. The Problem with the Discord Support Channel
4. Classifying and Organizing Support Messages
5. Creating Linear Tickets and Comparing Issues
6. Fostering Better Discussion in the Discord Server
7. Introducing the Support Bot: Karen
8. Automating Frequently Asked Questions
9. Launching the Support and Project Manager Bots
10. Inspiring User Participation with Scoop and Poly La Lama
11. The Importance of Moderation and Thought Leadership
12. Conclusion

Internal Hackathon: Using Relevance AI to Improve Discord Support

In 2024, as we kick off the year at the Relevant AI offices in Sydney, Australia, we are embarking on an exciting internal hackathon. With the aim of utilizing our own platform, Relevance AI, we are determined to solve one of our persistent business problems - improving our Discord support channel. This challenge arises from the overwhelming influx of messages and inquiries, for which our human resources have been insufficient. Thus, we see this hackathon as an opportunity to leverage AI agents to overcome this constraint and foster better engagement within our Discord community.

The Problem with the Discord Support Channel

Our Discord server has experienced rapid growth, with nearly a thousand members actively using the platform. While this is an exciting development, we have struggled to keep up with the incoming questions and support requests. The lack of suitable human resources to manage the volume of inquiries has resulted in frustration for both our team and the users seeking assistance. The Discord support channel has primarily served as a platform for users to seek help, report bugs, or Inquire about specific functionalities. However, we envision it as a space for more than just support. We want to encourage discussions on the impact of AI on the workforce and society as a whole.

Classifying and Organizing Support Messages

To address the overwhelming influx of messages, our first step is to examine the Discord support channel's message history. By collecting and analyzing this data, we aim to develop tools and AI agents that can automatically classify incoming messages into relevant categories such as billing support or technical support. This classification will allow us to create linear tickets for each inquiry and compare them with previous issues to identify any previously solved problems. Additionally, we intend to direct messages to the appropriate channels, ensuring they reach the right team members and avoid miscommunications.

Creating Linear Tickets and Comparing Issues

One of the key aspects of improving our Discord support channel is the ability to create linear tickets for each support inquiry. By doing so, we can ensure that every issue receives the attention it deserves. Moreover, by comparing incoming issues with previous ones, we can identify recurring problems and provide more efficient solutions. This approach will streamline our support process and help us tackle issues in a systematic manner. Additionally, it will enable us to identify areas where we need to improve or add support documentation, ensuring that users can find answers to their questions more easily.

Fostering Better Discussion in the Discord Server

Beyond the support aspect, we believe that our Discord server should serve as a hub for Meaningful discussions on AI-related topics. To achieve this, we plan to create categories for every message that comes through the server, enabling users to engage in discussions about AI's impact on the workforce and society. This broader focus will transform our Discord server into a vibrant community where users can share knowledge, exchange ideas, and Seek inspiration.

Introducing the Support Bot: Karen

To alleviate the burden on human resources and provide Timely assistance to Discord users, we have developed a chatbot named Karen. Karen utilizes AI technology to search our documentation and provide relevant answers to users' inquiries. If Karen finds the answer within the documentation, it will respond to the user in a friendly and helpful manner, directing them to the solution. In cases where the answer is not readily available, Karen will inform users that their question has been escalated, while maintaining a polite and professional tone. Through Karen, we aim to reduce response times and ensure that every query receives the attention it deserves.

Automating Frequently Asked Questions

Another area of improvement for our support channel lies in automating responses to frequently asked questions. By leveraging AI, we can create a Prompt creator support channel where users can input their queries, and the system will generate relevant and accurate responses. This approach saves both users and support staff valuable time, allowing for more efficient exchanges and a smoother support experience.

Launching the Support and Project Manager Bots

Today, we are delighted to announce the launch of two new bots on our Relevance AI Discord server. The first bot, designed to enhance user support, will search our documentation and provide users with the answers they need. With the support bot's assistance, users can quickly access relevant information, speeding up problem-solving and improving overall user satisfaction. Additionally, we are introducing a project manager bot that streamlines project-related inquiries. By searching our documentation, this bot will provide users with Project Management resources and guidelines, ensuring efficient collaboration and successful project outcomes.

Inspiring User Participation with Scoop and Poly La Lama

To further engage our community, we have implemented two new agents: Scoop and Poly La Lama. Scoop serves as a news curator, sourcing and summarizing the latest AI-related news stories. By sharing these stories on Discord, we aim to keep our community informed and spark conversations around trending AI topics. Poly La Lama, on the other HAND, generates thought-provoking debate topics based on the curated news stories. By encouraging diverse viewpoints and active engagement, we hope to create a vibrant and lively community within our Discord server.

The Importance of Moderation and Thought Leadership

As we strive to create a thriving community on our Discord server, moderation and thought leadership play crucial roles. We recognize the need to moderate conversations, ensuring that discussions remain respectful, inclusive, and focused on productive discourse. Additionally, we aim to foster thought leadership by actively sharing insights, knowledge, and best practices. By doing so, we can inspire our community members and establish ourselves as a reliable source of information and guidance in the field of AI.

Conclusion

The internal hackathon at the relevant AI offices marks the beginning of an exciting journey to improve our Discord support channel. We believe that by utilizing Relevance AI and developing AI agents such as Karen, Scoop, and Poly La Lama, we can overcome resource constraints, enhance user support, and foster a vibrant community of AI enthusiasts. Our goal is to provide efficient and effective assistance to Discord users while encouraging meaningful discussions and thought leadership. With these initiatives, we aim to create an environment where users can thrive, learn, and inspire others in their AI journey.

Highlights:

• Internal hackathon utilizes Relevance AI to enhance Discord support
• Overwhelming support inquiries prompt the need for AI agents
• Classifying and organizing support messages for efficient handling
• Creating linear tickets and comparing issues for systematic resolution
• Fostering better discussion in the Discord server on AI-related topics
• Introducing the support bot, Karen, to provide timely assistance
• Automation of frequently asked questions for swift responses
• Launching support and project manager bots to streamline support
• Inspiring user participation with news curator (Scoop) and debate stimulator (Poly La Lama)
• Importance of moderation and thought leadership in building a thriving community

FAQ:

Q: What is the purpose of the internal hackathon at relevant AI offices? A: The hackathon aims to utilize Relevance AI to improve the Discord support channel and foster better engagement within the community.

Q: How does Karen, the support bot, assist Discord users? A: Karen searches documentation to provide relevant answers to users' inquiries, reducing response times and ensuring efficient problem-solving.

Q: Which bots are being introduced on the Relevance AI Discord server? A: Two bots are being launched: a support bot to provide answers and a project manager bot to streamline project-related inquiries.

Q: What are Scoop and Poly La Lama responsible for on the Discord server? A: Scoop curates AI-related news and summaries, while Poly La Lama generates debate topics to encourage engaging discussions.

Q: What is the significance of moderation and thought leadership on the Discord server? A: Moderation ensures respectful and productive discourse, while thought leadership encourages the sharing of insights and best practices within the community.

Resources:

• Relevance AI Discord server: [link]
• Relevant AI Documentation: [link]