The use of agentic and generative AI (artificial intelligence) tools is becoming increasingly common across the social sector. 

At Feedback Labs, we recognize that many organizations want to conduct high-quality, equitable feedback and listening work with their constituents and communities, but struggle to do so for various reasons, including limited funding, insufficient staff capacity, and the significant time investment required for meaningful engagement.

As a result, nonprofits, philanthropic organizations, and other social sector actors are exploring AI tools as potential solutions to address these capacity gaps. The resources compiled in this guide provide practical use cases and guidance on how technology can support, not replace, your listening and feedback practices.

Important Considerations

We acknowledge that AI adoption isn't appropriate for every organization. Valid concerns exist around:

• Ethical implications and equity considerations

• Environmental concerns

• Data privacy and security

• The risk of AI replacing human connection and nuance

• Community trust and transparency

The tools mentioned throughout these resources are not endorsements but rather starting points for understanding how technology, such as web-based applications and AI, could support your work. 

We encourage you to approach these tools critically and contextually, always centering the communities you serve.

Key Principles for Responsible AI Use in  Listening & Feedback

As you explore these resources, keep these principles in mind:

Human-centered: AI should augment, not replace, human judgment and relationship-building.

Transparency: Be clear with communities about when and how you're using AI tools.

Data sovereignty: Respect community data ownership and privacy.

Equity: Consider who benefits and who might be harmed by AI adoption.

Continuous learning: Stay curious and critical as the technology landscape evolves.

Getting Started

We recommend watching our AI and Feedback webinar as a foundation for understanding how AI intersects with listening and feedback practice. (Please note that this webinar was recorded in 2024, and the AI landscape has evolved significantly since then. View the content as foundational context and pair it with up-to-date exploration of current tools and capabilities.)

Checkout the Unlocking AI for Feedback Recording and Slides!

Need Support?

Implementing AI and technology in your listening and feedback practice can feel overwhelming. Feedback Labs is here to help:

• Coaching: Sign up for one-on-one coaching to talk through your specific feedback challenges and explore potential solutions (e.g., Use Case Mapping: Support - filling out your use case chart and thinking through where AI fits in your organization).

• LabStorm: Bring your questions to a collaborative LabStorm session where you can learn alongside peers facing similar challenges.

Contact us at membership@feedbacklabs.org to learn more about these support options.

These resources are living documents. As the landscape of AI and technology evolves, we'll continue updating our guidance and resources.