Work / Crypto community
Community management assistant
One of the larger crypto communities, with members in every time zone asking the same questions continuously. Moderation had become a volume problem rather than a judgment problem. Aniverx built an assistant that answers instantly, inside the channels the community already lives in.
At a glance
The problem they came with.
What was actually going wrong, before anything was built.
Volume no team could match
The same questions arrived continuously, at every hour, from a membership spread across the world. Answering them properly would have meant a moderation team several times the size, awake around the clock.
Answers that had to be right
In a community built on market information, an improvised answer is worse than a slow one. Anything automated had to answer from the community's own rules and history, not from guesswork.
Members do not queue
An unanswered question in a live chat is not a ticket waiting to be picked up. The person leaves, or asks somebody less reliable.
What we built.
Described by what it does for the business. How it is put together is a conversation we are happy to have, but it is not what this page is for.
It answers from the community's own material
The assistant works from the rules, documentation and past answers the community already had, so what it says is what the team would have said.
It remembers the conversation
Follow-up questions are understood in context rather than treated as a fresh start, which is the difference between a conversation and a search box.
It knows where it stops
Anything outside its scope goes to a moderator with the whole exchange attached, so the member is not asked to explain themselves twice.
The results
What is different about the way this business runs now.
- Members get an answer in seconds, at any hour, instead of waiting for a moderator to come online.
- Moderators stopped answering the same questions over and over and now spend their time on the ones that need judgment.
- Every member gets the same answer to the same question, so what circulates in the community stays consistent.
- The community can keep growing without the moderation team growing with it.
The assistant did not replace the moderation team. It took the part of their work that was pure repetition, and handed back the hours that were going into it.
Other work like this
Is something in your business working like this?
Describe what is taking the time, and we will tell you whether it is worth automating, including when the answer is no.