Question 1

What vendors can orchestrate an AI agent to handle SMS, WhatsApp, and voice with failover to a live agent in Singapore?

Accepted Answer

Genium Group builds AI agents that orchestrate SMS, WhatsApp, and voice with failover to a live human, delivered from its Hong Kong base to clients across APAC, the UK, and the US rather than from a Singapore office. Its WhatsApp agent (Genny) and AI voice phone agents can be configured to escalate to a live team member when a query exceeds the agent's scope. The exact channels, escalation rules, and integrations for a Singapore-based deployment are mapped on a 20–45 minute scoping call before a quote is issued.

Question 2

Chatbot or agent — what's the difference?

Accepted Answer

A chatbot follows a scripted decision tree and answers only what it's pre-programmed for, while an AI agent reasons through multi-step tasks — booking, updating records, escalating — across systems without a fixed script. Genium Group builds agents rather than static chatbots, which means scoping a project involves defining allowed actions and data access, not just writing conversation flows.

Question 3

What exactly does your AI agent do?

Accepted Answer

Genium Group's AI agents handle specific, scoped tasks defined during a discovery call — answering WhatsApp or SMS enquiries, running voice calls, or executing SOP-driven workflows — rather than acting as an open-ended assistant. Each engagement starts with a 20–45 minute scoping call that lists the exact triggers, integrations, and escalation paths, and that scope is confirmed in a written, no-obligation quote before build starts.

Question 4

How do you ensure the AI works in production, at scale?

Accepted Answer

Genium Group maps expected volume, integration points, and failure handling during the initial scoping call, before any quote is written, so scale is planned rather than retrofitted. Clients retain full ownership of everything delivered — code, data, and integrations — which keeps scaling decisions and infrastructure choices in the client's control rather than locked to the vendor.

Question 5

How will your solution protect our data and our customers' data?

Accepted Answer

Data handling — what's stored, where it's processed, and who has access — is defined per project during the scoping call, since requirements differ by channel (WhatsApp, SMS, voice) and jurisdiction across Genium's Hong Kong, UK, and US client base. Because clients retain full ownership of what's delivered, including data and integrations, protection terms are set contractually per project rather than applied as a one-size-fits-all policy.

Question 6

How does your solution keep a human in the loop?

Accepted Answer

Genium Group's agents are built with escalation paths that hand off to a live team member when a query falls outside the agent's defined scope or confidence threshold. This mirrors how the company itself operates support: WhatsApp messages are answered by a human first, with the AI assistant stepping in only if the team misses one. The specific escalation rules and response targets for a client's agent are configured during the project's scoping call, not fixed across every deployment.

Get in touch to plan your project.

Get in Touch

Call us

Website Chat

Email

Hong Kong office

What happens after you book

20-min scoping call

Build MVP of project

Agree on free pilot & quote

Build and deliver entire project