Understanding AI Response Control in DriveCentric
DriveCentric's AI assistant, Genius, is designed to streamline customer engagement by automating responses and follow-ups. However, users may encounter scenarios where the AI continues to engage leads even when it appears to be turned off. This article explains why this happens, the conditions under which AI disengages, and how to control its behavior effectively.
*Genius settings are accessible by your Customer Success Team. Changes to Genius settings can be requested by Expert Users.*
Common Scenarios Where AI Continues Engagement
1. Preloaded Initial Messages
When a new lead arrives, Genius sends preloaded introductory messages (email and text) within a minute, even if the AI is deactivated or "fired" for that lead. These messages are part of the system's default behavior and cannot be stopped once triggered.
2. Customer Replies to AI Messages
If a customer responds to a message sent by Genius, the AI will continue the conversation to ensure the customer is not left without a reply. This behavior occurs even if the AI was previously deactivated.
3. Long-Term Follow-Up
Long-term follow-up settings enable Genius to reach out to leads after a period of inactivity (e.g., 7 days without contact). This feature operates independently of other AI settings and must be disabled separately to stop such outreach.
4. Automation Rules for Appointment Reminders
Certain messages, like appointment reminders, are governed by separate automation rules. These messages may still be sent even when general AI engagement is disabled. Adjusting the specific automation settings is necessary to stop these reminders.
5. Business Hours Settings
Turning off AI assistance during business hours prevents Genius from initiating new outreach to leads that arrive during that time. However, leads originating after hours may still receive AI responses during business hours if they reply to an existing conversation.
6. Unsuccessful User Engagement
Genius disengages only when successful two-way communication occurs between a user and the customer. If a logged call is unsuccessful or the customer continues to message Genius directly, the AI will keep responding.
Steps to Disable or Modify AI Behavior
Use the "Fire Genius" Button - This stops further outreach from the active AI agent (Sales Genius or Long-Term Genius). Note that this action applies only to the specific type of Genius automation active for the customer.
Disable Long-Term Follow-Up - To prevent outreach after periods of inactivity, disable long-term follow-up settings at the store or lead-type level.
Snooze the Customer - Temporarily pause all AI outreach for a specific customer by using the "Snooze" feature.
Mark Deals as Dead - Permanently stop AI outreach by marking the deal as dead. Ensure all duplicate or open deals are closed to prevent further follow-ups.
Troubleshooting Unexpected AI Responses
Verify Exclusion Settings: Ensure exclusions are applied to the correct store or location. Exclusions set in one store do not affect others.
Check Customer Card Activity: AI may resume outreach if there has been no activity on the customer card for a specified period.
Review Business Hours Configuration: Confirm that the business hours setting aligns with your expectations for AI engagement.
Best Practices for Managing AI Engagement
Plan AI Deactivation Strategically: Avoid deactivating Genius mid-conversation to prevent unintended responses.
Route Replies to Human Agents: Direct customer replies to a human-managed channel to ensure personalized engagement.
Regularly Audit Automation Settings: Periodically review and update automation rules to maintain control over AI behavior.
By understanding the triggers and settings that govern AI behavior in DriveCentric, users can effectively manage AI engagement and ensure a seamless customer experience.
If you have any questions about Genius settings, please reach out to your Customer Success Team by clicking on the Support Icon found in the bottom right-hand corner of DriveCentric!