- Joined
- Aug 7, 2024
- Messages
- 52
- Reaction score
- 25
- Location
- Cypress, TX
- Cars
- Lucid, Porsche, Infiniti
- Referral Code
- 1W3Y6UEL
I know, I am being silly. Thank you, though.The voice activation can be shut off if you wish.
I know, I am being silly. Thank you, though.The voice activation can be shut off if you wish.
Especially given he works in cybersecurity, which made me think he would be the most suspicious out of all of us! The fact that @borski has faith in the company regarding this is a great sign.It's kind of an automatic assumption these days that companies are doing things like this whenever they can. It's really assuring that you, as an owner not connected to the company but better connected than some of us, have that faith in what is and isn't gong on.
It shouldn't be an automatic assumption. I know it is too, but it shouldn't be. You should throw products that do that directly into the trash and never buy them.It's kind of an automatic assumption these days that companies are doing things like this whenever they can. It's really assuring that you, as an owner not connected to the company but better connected than some of us, have that faith in what is and isn't gong on.
In any given business, you have a few dozen touch points with the customer. Managing that experience is extremely difficult, and this is actually a perfect example of where a single touchpoint with a long-term happy and loyal customer completely ruined this customer's experience (even if temporarily).I do have one unresolved question, which perhaps somebody can help answer... what is causing Lucid's "rep BS" issue? It is extremely common to see Lucid Customer Service reps state absolute nonsense, and I'm a bit confused why this issue still persists with Lucid.
I completely agree. In fact, it is one of the things I look for in interviews. If a candidate refuses to ever say "I don't know," I have serious trouble hiring them, because that either means a) they know everything, or b) they make shit up.People also have a fear of saying, "I don't know."
I always found that admitting that you don't know something can be very powerful way to build trust. Especially when you go out of your way to get the answer. It is a huge opportunity to build a relationship.
The one caveat to that is, if you don't have the support structure to get the correct answer. Then BS tends to follow.
In my line of work, I was taught to say “I don’t know but I will follow up with an email to answer your question and be sure to include documentation.” Goes over well with customers 99% of the time.I completely agree. In fact, it is one of the things I look for in interviews. If a candidate refuses to ever say "I don't know," I have serious trouble hiring them, because that either means a) they know everything, or b) they make shit up.
I have only once run into the former. I hired them and they remain one of my best friends.
Every single other time they have been the latter.
My favorite answer? "I don't know, but If I had to guess, it would probably work like this, based on $foo and $bar and $baz." I don't even care if they're right, just if their logic holds.
Second favorite? "I don't know - how *does* that work? Can we find out? Can I look it up real quick?" to which the proper response is "Totally - how would you look it up? Where would you go to look for it? Let's do that together"
And pretty much every answer is better than "Oh, yeah, you just <insert made up crap here>."
. This is a perfect response, assuming you then follow up.In my line of work, I was taught to say “I don’t know but I will follow up with an email to answer your question and be sure to include documentation.” Goes over well with customers 99% of the time.
I totally agree. But that just means more training is necessary, and more feedback from recorded calls. Running a CS team is difficult, no doubt.And yes, for a lot of people that is difficult. I mentor every year for people EIC and many times when they are in the spotlight they freeze. They don’t consciously even realize the word vomit that follows.
It’s human nature. When people’s backs are against the wall, the fight or flight kicks in which unfortunately means they will say and do whatever they need to get out of the situation. I’d imagine the CS team is no different. Pressing customers call in and they panic.
Sounds annoying. That’s why I turned off the voice activation, the little microphone button is never more than an inch away from my hand so it’s easy to press when I actually want it to activate (which is very seldom when using CarPlay).In the days since I first had "Hey, Lucid" interrupt a conversation, no discernible pattern has emerged. We will go a couple of days without the system triggering, despite lots of conversation in the car. Then we will have bouts of frequent interruption. In no cases have we had only a single interruption during a drive. It's either zero interruptions or two or more interruptions, usually close on the heels of the preceding one.
We had an outbreak of multiple incidents in the car last evening with four people on the way to a neighboring town for dinner. (One of them was the software programmer/analyst whom I had asked earlier about it.) It was first noticed by a backseat passenger who asked why a box at the bottom of the Glass Cockpit satellite map was writing out a display of what I was saying while I was discussing something about our recent hurricane. There were several full sentences displayed, so it had been listening a while. It continued to write out our continuing conversation until I said "Hey, Lucid, cancel."
I will give it this, though. It was accurately capturing everything I said. Not a single error.
I asked the passengers whether they could think of anything that was said that might have triggered the system, and no one could. Even during this, the system triggered again and began tracking the discussion.
I know I can turn this feature off, but at this point I'm going to keep it on to see if I can figure out how close we get to something that sounds like "Hey, Lucid" before the digital assistant springs into action.
Sounds annoying. That’s why I turned off the voice activation, the little microphone button is never more than an inch away from my hand so it’s easy to press when I actually want it to activate (which is very seldom when using CarPlay).
Taught at the U.S. Naval AcademyIn my line of work, I was taught to say “I don’t know but I will follow up with an email to answer your question and be sure to include documentation.” Goes over well with customers 99% of the time.
And yes, for a lot of people that is difficult. I mentor every year for people EIC and many times when they are in the spotlight they freeze. They don’t consciously even realize the word vomit that follows.
It’s human nature. When people’s backs are against the wall, the fight or flight kicks in which unfortunately means they will say and do whatever they need to get out of the situation. I’d imagine the CS team is no different. Pressing customers call in and they panic.
I didn't even know he spoke Danish!In a video just put up by Marques Brownlee, he had the "Hey, Lucid" assistant start listening to him when he said the phrase "advantage Lucid" (with nothing close to "Hey" being said). It's at 8:49:
Easy solution, no Icelanders allowed.I just found this thread...
I recently had a car full of Icelanders for a long weekend, ferrying them to and from hotels, restaurants, and training site, and most of the conversations were in Icelandic. "Hey Lucid" was falsely triggered multiple times by something being spoken in Icelandic. I could never figure out what Icelandic phrase was triggering the response.
I have never had a false trigger in other circumstances where American English is being spoken.