Automatic support: Generate intelligent responses to people’s support questions. For example, in a Support category, the persona can use community content for context. A bonus is to have the answers generated through whispers so a responder can first use the suggested answers before replying
Category expert: Have a designated persona expert for each category in your community. Respond to the first post of a topic, with human follow-up if needed
Subtle moderation: Nudging users to post community-appropriate content in the right places. For example, if a topic seems like a mismatch with the category, instead of making that change automatically, replying in the topic suggesting other categories to alert the poster
Due to the Personas being fully customizable, a community can leverage this feature in many other ways.
How it works
AI triage using Persona can unconditionally responds to topics and posts by using personas to understand context and drive intelligent responses.
The following is an example automation rule and an associated persona. You must have a persona created before using this feature.
To configure this feature, you need to specify certain parameters:
Persona: AI Persona to use for triage. Must have default LLM and user set
Reply as Whisper: Whether the persona’s response should appear as whisper
Silent Mode: If selected the persona will receive the content but will not post anything in the forum. An admin must create Custom tools before using this option. This is used in conjunction with the Tools field in the Persona settings. This can be useful for…
Caveats
LLM calls can be expensive. Be careful to monitor costs and always consider running on small subsets
Be mindful that LLMs can hallucinate, so make sure to check any output carefully
Do you have to exclusively use silent mode? Can I have reply as whisper selected? Im assuming it doesn’t matter as there is no reply (from a UI perspective we should probably disable certain options if it doesn’t depend on it)
Does it need to be only Forced tools? What about just regular tool calls from the persona? What if the persona has no Forced tools?
I think we should put a disclaimer for this option given the dependency on Custom tools and having forced tools selected via the Persona
Going back to the use cases I think this changes the name of this feature from AI auto responder back to AI triage via Persona since this option doesn’t have “auto-responses” that are visible or invisible (whispers)
Please note that this feature requires both the discourse-automation and discourse-ai plugins to function.
