Genius AI - Pause Genius When Actively Typing / Engaging with Customer | Voters

Genius AI - Pause Genius When Actively Typing / Engaging with Customer

Melissa Hortenbury

We can be in direct communication with a customer and the genius will send messages right over us. It makes us look incompetent and like we aren't communicating with each other from a customers perspective when we have conflicting information being sent on top of what we just sent. If we send the text opt in first and genius comes after then when the customer responds it shows as a reply to genius, so every time athe customer messages the genius does as well. It's very convoluted and many times I have to tell them to ignore it and it's a bot just so they understand what's going on.

Julieta Fuentes-Aceytuno

100% Agreed. This is hurting our customers' relationship-building. We don't seem to be communicating effectively, which can erode trust in our rapport.

Elias Habibi

THIS X1000 - as a manager, Once I'm engaged, I don't need Sophia to butt in anymore. At least give me the option to keep her engaged or removed at will. Not constantly awake. Having 3 people interact is too much for customers. Sophia, sales rep, sales manager. "Don't know who am I working with" is all too common issue.

Sandra Bruning

auto remove AI when you have a live agent

Ashley Lamberson

Yes please! Sophia doesnt know to stay in her lane when we are typing!

Kevin Jeffries

Yes this should be an easy fix! When engaged with store there should be a setting (other than firing genius) that prevents AI from jumping in. I've had to say "sorry, AI doing AI stuff" several times when actively talking with clients. It's a bad look.

Jordan Boe

Definitely agree with this one! The AI also needs to understand the previous conversation we are having. I have a customer who is going on a weekend getaway and I push the date back 4 days for next touchpoint. I don't need my AI saying " Oh it looks like you haven't talked to anyone in a while, is there something I can help you with?"

Mike C

Genius is costing us too much in sales. Makes people opt out of texts cause I am sure customers find it annoying

Sandra Bruning

AI etiquette needs to be upgraded

Joshua Bell

We Need this feature! Olivia has totally derailed my conversations on atleast two occasions.

Anastasia Roberts

Any updates on the status of this? Our AI still sends messages while the sales rep is in the middle of messaging and she hijacks the conversation (ultimately changing the trajectory of the conversation)

Heather Williams

THIS!!!!

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