Genius is too sensative for the car business
rich hughes
It should not fire itself for innocuous comments such as "I am not buying that truck" Really!?! Foul language yes, fire itself, but if a sales rep followed this thinking they would fail at this and be out of the business quickly
Shelby Parker
Thanks for calling this out, rich hughes — totally hear you. To make sure we’re looking at the right behavior, can you share what you mean by Genius “firing itself” after something like “I am not buying that truck” (e.g., does it stop responding, end the conversation, block further messages, etc.)? Also, where are those comments coming from in your workflow — customer-facing chat/text/email, or internal notes/CRM entries from your team? And lastly, when Genius sees a non-abusive negative statement like that, what would you expect it to do instead (keep going normally, ask a follow-up, or only intervene on profanity/threats)?
rich hughes
Shelby Parker This latest one came via text, Genius was doing it's normal follow up. Guest wants a price that we can't meet, so the guest made the comment "Sounds like Andrew isn’t going under MSRP. Sounds like I won’t be buying that truck. If you guys decide to go under let me know" None of this is inflammatory. Genius at this point can just send the alert for us to jump in/hand off, or respond to the customer with something like "I understand, let me get with the team here and see what we can do" and escalate it to us. This communication from a customer is par for the course in car sales. It's part of the back and forth sometimes. It's just silly imo...not the biggest of deals as I know long term Genius is still going to touch this guest, but firing itself should be relegated to cursing, threats, etc....not a customer being upset bc he can't get a Raptor under sticker.