Petition to Discord Inc. for Improved Customer Support and Reduced Reliance on AI-Generated Responses

To: Discord Inc.

We, the undersigned users of Discord, respectfully request that Discord Inc. take concrete steps to improve the quality of customer support on the platform. Discord is an essential communication tool for online communities, gamers, creators, and organizers and reliable, human-centered support is crucial for its users.

Many users are currently experiencing significant issues related to Discord’s support system, including:

• automatic rejection of tickets without proper review,
• AI-generated responses that do not address the actual issue,
• lack of access to a real human support agent even in cases that require manual verification,
• no transparency about whether a reply comes from a human or an automated system,
• extremely long or nonexistent response times,
• difficulties with account recovery, appealing bans, or correcting wrongful decisions.

These problems lead to user frustration, unfair outcomes, and real harm within communities and server management.

We call on Discord Inc. to:

1. Increase the involvement of real human support agents in ticket review and decision-making.
2. Provide clear disclosure when a response is generated by an automated system or AI.
3. Offer an option to escalate a ticket to a human agent when an issue is not resolved.
4. Review and improve automated ticket-filtering systems to reduce false rejections.
5. Enhance transparency in Trust & Safety processes, especially those involving account bans and user reports.
6. Improve response times, particularly for urgent or sensitive cases.

Discord is a vital platform for millions of people. A service with such a significant global role should treat its users respectfully and provide support that meets their needs.

Overreliance on automation and AI often leads to misunderstandings and unresolved issues. Discord should prioritize reliable, human-centered support especially where automated systems consistently fall short.

We collectively urge Discord Inc. to take meaningful action to improve the quality, transparency, and reliability of its support services. Users deserve better.