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Using AI for forum answers - like or loathe?


bluesnapper
Partner
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Not a rant😀. I'm just wondering what others on the forum think about members posting AI generated responses to questions that other members raise? 

I've noticed a steady increase in AI responses on the forum over the past few months. Very easy to identify as they're usually not edited so they're very ChatGPTish in structure and style. 

AI is obviously a powerful tool with the correct prompts and knowledge base. However, the responses provided by these tools can be generic and quite often inaccurate or just plain wrong (hallucinations!). I've lost count of the number of times I've challenged AI on non-existent functionality and questionable approaches to be met with "You're right!..." including a recent session with ChatGTP where it claimed Trump was not currently in office.

My concern with the AI forum answers is that they can waste time for the members asking the questions; they may struggle to extract the info they need for their use-case or they send them down the wrong rabbit hole completely. I believe those members post questions on the forum expecting an answer from a real person and, hopefully, find a solution to their specific use-case from one who knows their Klaviyo chops!

I don't think there's much that can be done to encourage responsible use of AI. And by "responsible" I mean use it if necessary, validate the solution, and edit your response to match the use-case of the forum question before posting. Not just cut and paste from [insert favourite AI here]. 

So, what do you think of AI forum responses? Useful, dislike, or ambivalent? Guidelines?

@retention  ​@In the Inbox  I'd be particularly interested in your take as you always take the tme to craft quality responses based on your knowledge and experience!

Thanks for listening!

Andy

PS posting as a question as I coudn’t start a conversation.
 

Best answer by chloe.strange

@bluesnapper

Thank you for bringing up this topic - I would definitely agree with what you shared. It is a challenging topic and I know one that is shared by many community managers. For these reasons we did add guidance in our Terms and Conditions. Essentially, even though AI can help with resolving questions, it should be reviewed before posting and should include personal experience. If it is too general and/or incorrect it does not have a place here.

I have been working with the team to get on top of these, but would also really appreciate your help. Please click on “report” if you see an example of this - it will help to flag. Thanks again for being a part of our community and contributing - I’m here to make this space valuable to you, so keep the feedback coming! 

 

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Did this topic or the replies in the thread help you find an answer to your question?

8 replies

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  • Contributor II
  • 5 replies
  • February 26, 2025

Yes, the use of AI is increased drastically.


ross_hopkins
Active Contributor I
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  • 2025 Champion
  • 11 replies
  • February 26, 2025

The irony that there’s no AI response to this thread.

Yes, I’ve noticed the trend too. I think that if the answer quality from them is too low then it will eventually impact the credibility of the forum.

Should we use the Report feature to highlight it?


emilytarvin
Problem Solver III
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  • 2025 Champion
  • 20 replies
  • February 26, 2025

I totally agree with this!

I have noticed some clearly AI generated responses lately, and some that contain information about Klaviyo functionality that is simply not true. It’s frustrating to see that when many other community members take the time to craft a thoughtful and genuine response. 


I was wondering if we should be reporting the AI responses? Curious to hear what you all think. 


TJ Mapes
Problem Solver I
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  • 2025 Champion
  • 6 replies
  • February 26, 2025

There is time and place for AI, but I believe it can be very helpful. It’s basically the new “google it”. But as you mention, with AI comes hallucinations, and responses need to be vetted heavily before just copy and pasting.


chloe.strange
Community Manager
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  • Community Manager
  • 431 replies
  • Answer
  • February 26, 2025

@bluesnapper

Thank you for bringing up this topic - I would definitely agree with what you shared. It is a challenging topic and I know one that is shared by many community managers. For these reasons we did add guidance in our Terms and Conditions. Essentially, even though AI can help with resolving questions, it should be reviewed before posting and should include personal experience. If it is too general and/or incorrect it does not have a place here.

I have been working with the team to get on top of these, but would also really appreciate your help. Please click on “report” if you see an example of this - it will help to flag. Thanks again for being a part of our community and contributing - I’m here to make this space valuable to you, so keep the feedback coming! 

 


bluesnapper
Partner
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  • Author
  • Champion & Partner
  • 737 replies
  • February 26, 2025

Thanks everyone for your responses. Seems I am not alone…

Certainly it will impact the forum's credibility if it becomes a widespread practice. And that would be a massive shame; the forum is a fantastic, free resource with amazing, knowledgeable people keen to share with others. I've learned so much on here.

I think overuse of AI will also discourage members from posting responses and/or correcting when AI responses are involved. I admit, I've been guilty of not participating when I see that happen.

@chloe.strange  Thanks for your comment and good to know the mods will review AI responses. I know that's not an easy task! May I suggest:

- Posting the section in the T&Cs you refer to - 'Avoid using Artificial Intelligence (AI) to generate responses' - to https://community.klaviyo.com/getting-started-with-community-50 for greater visibility. People rarely read lengthy T&Cs!

- Updating the copy behind the 'Report' button to something like: Note: This option may only be used to report junk posts, advertising, insults, abusive language, and AI generated responses not adhering to our T&Cs (link to above post). Including that will encourage members to report AI responses.

Regards

Andy
 


chloe.strange
Community Manager
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  • Community Manager
  • 431 replies
  • February 27, 2025

@bluesnapper Thanks for these suggestions - I appreciate it. Some great ideas!

~Chloe


DavidV
Partner - Platinum
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  • February 27, 2025

Great thread - and definitely agree. AI can be very helpful, but it’s really important to make sure we have accurate info in the community as I know a lot of people read along even if they don’t actively engage so very important to make sure it’s not hallucinating.

One day AI will come with an update that says “I’m 40% confident this answer is right so please make sure you fact-check”. I’m loving all the advancements in the space (how crazy are the conversations you can have using OpenAI’s advanced voice?!) but the confidence it has in providing the wrong answer is still pretty terrifying, as are people that blindly trust the output.