To Facilitate or not to Facilitate: Human and LLM Facilitator Tendencies in Online Discussions

Abstract

Automating facilitation in online discussions is a long-standing social concern given the increasing time we spend on online spaces and the failure of content moderation approaches. While studies have been conducted on how to facilitate, none have answered the essential question of when to do so. A potential answer is using LLMs, which ostensibly make automated, large-scale intervention increasingly feasible. In this study, we examine when LLMs decide to facilitate by defining what facilitation is, observing when humans decide to facilitate, and comparing their decisions with those made by LLMs. To this end, we create PEFK, a corpus standardizing and aggregating all relevant facilitation datasets. We are the first to run a survey on facilitation timing, which we execute using expert facilitative participants and LLM-as-a-judge models. We discover that while humans are more cautious, LLMs are excessively eager to facilitate, although both are more certain when judging that facilitation is not needed. We then investigate whether this behavior can be corrected using alternative setups for LLMs and training ModernBert classifiers on established datasets, finding that the latter perform more reliably than the former, although current datasets impose a relatively low performance ceiling.