AI doesn't need to answer specific questions on equipment or features. | Voters

AI doesn't need to answer specific questions on equipment or features.

Joel Lay

I've had several instances where the Genius (hardly) answers incorrectly regarding details about a vehicle's features and/or availability. This should be used as an opportunity to hand over the conversion to a live agent. I've been told that there is currently no such way to alter the genius settings. Spoke with Courtney on 06/17

Shelby Parker

Thanks for posting this, Joel Lay — and sorry you’ve had to deal with the Genius giving incorrect info on vehicle features/availability. Totally hear you that this is a great moment to hand the conversation off to a live agent instead. I’m sharing this with the team for review, and if you’re able to send a quick example of a recent chat where it answered incorrectly (and what you expected it to do), that would really help us evaluate the best path forward.

Joel Lay

Shelby ParkerThe most recent chat was with Peter Casabonnne. The information being right or wrong really is a secondary issue. I think the overwhelming number of users would say that they want the Genius to use those opportunities to handover engagement to an actual person. For example, I would never just answer a question. I would use that as an opportunity to deepen engagement. While I'm checking on that feature, what other options and packages did you want to insure this one has?

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