CX Genie Reviews

I really wanted CX Genie to work, but unfortunately, my experience has been overwhelmingly negative. It feels like the product was launched before it was ready, with critical bugs everywhere and constant fixes being pushed after user complaints.

Here are the main issues I faced:

Too many bugs: Basic features like chatbot replies, automation flows, or even simple UI actions often break or don't behave as expected.

Lack of polish: The interface feels unfinished, and using the system day-to-day is frustrating.

Unstable and unreliable: You can't trust it for client-facing work. It's simply not dependable enough for business use.

Support is reactive, not proactive: Issues are only addressed after users complain, and even then, fixes take time or cause new bugs.

At this point, it’s more of a beta than a production-ready tool. I wouldn’t recommend using it for serious client work or as a core part of your business operations — not unless it gets a complete overhaul and stable foundation.

It's very difficult to find a true all in one support system. Resulting in needing a fragmented support system to cover all the required channels, which is not ideal when using AI + knowledge for consistent support and striving for easier ongoing management.

These are some of the key features that I need, that I often find missing when evaluating different support systems:

Human Handoff ✅
Often AI support chat won't have the ability to hand off to humans, like it's either all AI or all human. CX Genie supports human hand off.

Mobile Apps ✅
Very often there are no mobile apps, which I think is essential for support if human hand off is possible. CX Genie covers this with their iOS and Android apps.

Supports Inbound Email ✅
Often, support systems that support live chat style support widgets - do not support email as a direct channel to create tickets. This is needed in a lot of cases, where using a form is not a possibility. CX Genie supports this (Google Workspace integration), they do not yet support forwarded emails or IMAP/POP3 as an ingest - but they added the mailbox itself based on user feedback and looks like they are inclined to add those too.

Social Channel Integrations ✅

Overall, CX Genie is solid - it's not an amalgamation of half-baked features that is often the case with products that have a large feature set. Their product development is very active and they are highly responsive to feedback.

I've been testing CX Genie for a few weeks and I must say the potential is really impressive. The GPT-4 based chatbot responds naturally, and the development team is very attentive in releasing weekly updates and fixes.

Pros:
- Quick and easy setup
- Intuitive interface
- Great integrations with various tools
- High-quality AI responses
- Responsive support team

Currently, I can't fully implement it while waiting for GDPR certification, which is essential for the European market. The team is working on this feature, and I'm looking forward to being able to use it at full capacity once available.

For now, I can only test it in a development environment, but the potential is truly promising for anyone looking for an automated and natural customer support solution.

PS: I will update the review as soon as GDPR compliance is implemented.

This has been the easiest UI to use when setting up a chatbot that I have found on AppSumo. I have been slowly building up my knowledge data base. I will come back to the review if I have any issues once I use the chatbot on the website and via social media but currently this product will save me hours of customer service engagement.

Such a waste of time. I really gave it my all. I hired consultants and had my team dedicated time to try and figure this one out. The lack of functionality is astounding. The app breaks while you're chatting and the API is non-existent. I did get on a zoom call with somebody from the company (thank you), but I couldn't understand what they were saying. I kept telling them to email me the info. After a day, the email arrived and it too was difficult to understand. I'm pretty tech savy, but sadly, this software requires more than that. It needs more dev before i can dig into it again. What's strange is that other, more basic software, provides more services: live visitor view, IP and location info for chat customers, hand-off.... this one needs some work!

I gave it a taco because they got it off the ground AND they have an app in the app store. Good job. But 4 tacos are for me for all the time and money spent trying to make it work, ugh.