AI Assist
Auto-answer common ticket questions from your own knowledge base, with cited sources. Off by default.
What AI Assist does
When a member opens a ticket, exceed can post a suggested answer drawn from a knowledge base you write yourself. If the question is a common one ("How do I link my account?", "Where are the rules?"), the member often gets a helpful, cited reply within seconds, before any staff member has to step in.
The assistant only answers from your entries. It is told to use nothing but the knowledge base you provide, to ignore any instructions hidden inside the user's message, and to stay silent when it is not confident. Every answer lists the entries it drew from under a Sources heading, and the member always gets a button to call in a real human.
Note: AI Assist is off by default. Nothing is posted until you enable it on the dashboard or with a command, and add at least one knowledge base entry.
How an answer is generated
- A member opens a ticket and (if the option has a form) fills it in.
- exceed reads the form answers as the "question" and searches your knowledge base for the most relevant entries.
- The relevant entries plus the question are sent to the AI, which is instructed to answer only from those entries and to report how confident it is.
- If the AI says the question is answerable and its confidence is at or above your Minimum confidence setting, exceed posts a Suggested Answer embed in the ticket with a Sources list.
- If the AI is not confident, the knowledge base has nothing relevant, or there are no entries at all, nothing is posted and the ticket proceeds normally.
The suggested answer always carries this footer:
AI-generated from this server's knowledge base. Still need a human? Use the button below.
and a button labelled Still need a human? Ping staff. Pressing it notifies the option's support roles in the ticket (rate-limited so staff are not spammed).
Tip: Because answers are built from form answers, AI Assist works best on options that have a form attached asking the member to describe their issue. See Setup for attaching a form to an option.
Building your knowledge base
The knowledge base is a list of question/answer entries. Each entry has a title (the question or topic), content (the answer the assistant is allowed to give), and optional tags to help matching.
On the dashboard
Open Tickets → AI Assist in the dashboard. You will find:
- Settings — the master Enabled toggle, Auto-answer on ticket open, and Minimum confidence.
- Add a knowledge base entry — a Title, Content, and optional comma-separated Tags. The assistant only ever answers from these entries.
- Knowledge base — the list of saved entries, each editable or removable inline.
- AI budget — a meter showing how much of your server's monthly AI budget has been used.
Example entry:
| Field | Value |
|---|---|
| Title | How do I reset my password? |
| Content | Go to Settings, click Account, then Reset Password and follow the email link. |
| Tags | password, login, account |
With commands
You can manage the same knowledge base from Discord (requires the Manage Server permission):
,ticketkb add <title> | <content>— add an entry (separate the title and answer with a|).,ticketkb list— list your entries with their ids and whether assist is enabled.,ticketkb remove <id>— delete an entry by id.,ticketkb on/,ticketkb off— enable or disable AI Assist.
Aliases for the command are ,kb and ,supportkb.
Settings explained
| Setting | What it does |
|---|---|
| Enabled | Master switch for AI Assist on this server. Off by default. |
| Auto-answer on ticket open | Post a suggested answer as soon as a ticket is created. On by default once Assist is enabled. |
| Minimum confidence | The assistant only posts when it is at least this confident (0–100%). Raise it to be more cautious and post fewer, surer answers; lower it to answer more often. Default is 50%. |
Sources and trust
Every suggested answer includes a Sources section listing the titles of the knowledge base entries it used. This makes it easy for both members and staff to see where an answer came from and to spot an entry that needs updating. If you change or remove an entry, future answers reflect the change immediately.
Because the assistant is constrained to your entries, the quality of its answers is the quality of your knowledge base. Keep entries short, specific, and accurate, and add tags so the right entry is matched.
AI budget
AI Assist shares your server's monthly AI budget with every other AI feature on exceed. Each suggested answer counts as one AI call against that budget. When the budget is exhausted, AI Assist quietly stops posting answers until the budget resets (tickets still open and work normally), so a busy month of tickets cannot run up a surprise.
You can see usage on the AI budget card on the AI Assist page, and manage caps on the AI Usage dashboard page.
Warning: AI Assist needs at least one knowledge base entry to do anything. With an empty knowledge base, enabling it has no effect.
Turning it on
- Open Tickets → AI Assist on the dashboard.
- Add a few knowledge base entries for your most common questions.
- Turn on Enabled (and leave Auto-answer on ticket open on).
- Set Minimum confidence to taste — 50% is a reasonable start.
- Open a test ticket on an option that has a form to confirm the suggested answer looks right.