Reply to Customer Response to AI Generated Email
T
T Tisdon
We should have the ability to reply to a customer's response to AI generated email. Often times AI is not providing the correct information or a customer is wanting to setup an appointment and will be expecting the AI to be a real person they would speak to. AI does not take into account the actual inventory that we have or what each salespersons individual schedule is. So we need a way to intercept that conversation to provide the correct context for the situation. We send our emails to the customer and they never see them often times until later for some reason or they just ignore them entirely and continue to engage with AI. The customer always thinks the AI is the person they will speak to. This is especially difficult if the customer has not provided other contact info besides an email.
Shelby Parker
Hey T Tisdon, thanks for your feedback! I have a few more questions for you:
- What specific scenarios or examples have you encountered where the AI-generated email did not provide the correct information?
- How often do customers attempt to set up appointments through AI-generated emails, and what is the typical response time expected by them?
- What additional contact methods, if any, would be acceptable to customers who primarily engage through email?
T
T Tisdon
Shelby Parker Question 1 - AI providing information that a vehicle is in stock and available when it is not in stock and it is not available. The vehicle could be a pre-sold order and/or still in production and/or in transit. Question 2 - the AI scheduling appointment times with the customer that does not align with the Advisors schedule or other appointments the Advisor may have at the same time. Can't tell you how often a customer will schedule with AI, but it happens enough where it can cause an issue and a work around has to be implemented. For example AI sent a message to a customer telling them that we had an i4 M50 in stock which we did not and also scheduled an appointment to have the customer come in an hour before closing. Luckily I was able to intercept this email message by texting and calling the customer. I assumed he got my messages eventhough I did not make contact with him because he did not show up. Question 3 - if a customer engages through email that is fine, but we need the ability to reply to a customers response within the AI email string. The only way this can be done right now is if a Manager does it.
It would just be nice for the AI to really identify itself an assistant to the sales staff and leave the appointment scheduling and providing details about availability to the actual sales Staff. Just keep it simple and have it say something along the lines of I will have your Sales Representative followup with you regarding any questions or details that you need.