Delay Initial (First) Genius Messaging | Voters

Delay Initial (First) Genius Messaging

gathering votes

Joshua Huser

It would be nice to be able to change the time of how quick the genius intiatlly responds to a lead. I would like the first chance to send the opt in text and email and if i dont after a certain time, then send and automated text and email

Tawnya Bickel

I agree with all of the comments. A few tweaks and she could be awesome. A time delay and to stop engaging customers that are already texting sales or BDC are essential for us. Appointments, first response and engaged customers need a delay in her response. It's causing us issues.

Ana Lima

AND the Genius should STOP ENGAGING entirely as soon as the live agent/salesperson engages with the customer. Our previous genius would send texts/emails and STOP as soon as we engaged. The Genius would not reach back out until a few hours after the live agent's last contact.

If not, the customer will have two people answering the same questions at the same time, which will really confuse and bother the customer. Our only option is to disable the Genius permanently. At that point, what is the purpose of having a Genius if you have to disable their functions immediately?

Ana Lima

This is a bigger problem than what was mentioned here. 
When the AI/Genius is the first to contact the customer, then ALL responses from that moment on go to the AI. This means that the salesperson does not get to DIRECTLY see that the customer responded (usually notified under the "unreplied" function on the left column). Instead, the AI has to tag you letting you know the "customer may need help" under the bell notification, along with hundreds of other random notifications. 
Regardless of who contacted the customer (AI or actual salesperson), the responses need to go TO THE SALESPERSON. And ALL customer responses NEED to go to the unreplied icon on the left column. 
Since there is no actual fix for this, delaying the AI's response time would at least minimize this problem. We are about to join several other dealerships that find themselves forced to turn the Genius off during business hours because of the issues mentioned in this thread and the response notification problem.

Michele McCoy

Merged in a post:

Delayed AI response capability

DJ Peck

As a BDC that supports dealerships for internet appointments. Delaying the AI about 10-15 would be very beneficial. Right now an agent responds and the AI responds confusing/overwhelming the customer. Turning it off or firing her is not necessary as it provides value for later follow up... way down the road. The initial contact needs to be as focused as possible so live agents really provide value but multiple contacts does not.

After hours when agents aren't on the AI also provides value.

Michele McCoy

Merged in a post:

Genius is firing too early

Michael Westlund

Genius is not even giving a chance to respond. We need Genius set at 12 minutes minimum with no engagement. We are walking over each other and confusing the customer. This should be a time set by us and not an arbitrary time with no control. I also don;t like having to comment to make a change to a core function.,

Jamie Grice

AI is sending text messages as soon as the lead arrives without giving sales/BDC a chance to be the first contact.

Nicholas D'Angelo

We had the same problem. I turned it off for business hours. She will only initiate after hours now.

Shelby Parker

Hey Michael Westlund, thanks for your feedback! I have a few more questions for you:

Could you please clarify what you mean by 'Genius is firing too early'? What specific actions or behaviors are you referring to?
Could you provide more details about the issues you're experiencing when Genius is set at less than 12 minutes? How does this impact your interaction with customers?
You mentioned wanting to set the time for Genius yourself. Could you explain how you envision this feature working in your daily operations?

Michael Westlund

Shelby ParkerWe need to allow the human end to interact first not ceci. 12 minutes is good time frame for response. We are walking over each other and confusing the customer. I don't need to micromanage but I want my team to be the first to talk to the customer not ai.

Ana Lima

Shelby Parker 
This is a bigger problem than what was mentioned here. 
When the AI/Genius is the first to contact the customer, then ALL responses from that moment on go to the AI. This means that the salesperson does not get to DIRECTLY see that the customer responded (usually notified under the "unreplied" function on the left column). Instead, the AI has to tag you letting you know the "customer may need help" under the bell notification, along with hundreds of other random notifications. 
Regardless of who contacted the customer (AI or actual salesperson), the responses need to go TO THE SALESPERSON. And ALL customer responses NEED to go to the unreplied icon on the left column. 
Since there is no actual fix for this, delaying the AI's response time would at least minimize this problem. We are about to join several other dealerships that find themselves forced to turn the Genius off during business hours because of the issues mentioned in this thread and the response notification problem.

Ana Lima

Shelby Parker AND the Genius should STOP ENGAGING entirely as soon as the live agent/salesperson engages with the customer. Our previous genius would send texts/emails and STOP as soon as we engaged. The Genius would not reach back out until a few hours after the live agent's last contact.

If not, the customer will have two people answering the same questions at the same time, which really confuses and frustrates the customer. Our only current option is to disable the Genius permanently. At that point, what is the purpose of having a Genius if you have to disable their functions immediately?

Leslie Anthony

I recently had a customer that took forever to convince our BOT wasn't real. He kept emailing her saying "I started with you, I'm not jumping ship." LOL

Rebecca Boczkowski

Probably unpopular opinion here, but this is more of a training/process issue than an AI issue. I think, for the most part, the AI is a huge asset for the users that follow the process and understand the way the AI operates.

Duane Ford

Rebecca Boczkowski: I have to disagree. It can be an asset but when the AI reaches out to the customer within the first 12 seconds of grabbing a lead it IS an AI issue. We shouldn't have to be trained on "how to beat the AI to the first initial contact while also providing value"

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