2025-02-06_brainforge_x_abc_home_4ad101f0

Meeting Title: Brainforge x ABC Home Date: 2025-02-06 Meeting participants: Bobby Jenkins, Stevenmeyer

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1 00:00:03.220 ⇒ 00:00:04.450 Bobby Jenkins: Well, thank you.

2 00:00:04.450 ⇒ 00:00:05.200 Bobby Jenkins: That’s weird.

3 00:00:05.790 ⇒ 00:00:10.560 Bobby Jenkins: Is this Bobby’s computer like, I don’t know what this means.

4 00:00:11.710 ⇒ 00:00:14.840 Bobby Jenkins: Where would it say like meeting info?

5 00:00:16.760 ⇒ 00:00:23.340 Bobby Jenkins: Is? Bobby logged into the meeting. I know that’s weird. I don’t see the host is the right meeting

6 00:00:23.490 ⇒ 00:00:28.930 Bobby Jenkins: unless this computer is just under him, I guess. Okay.

7 00:00:29.250 ⇒ 00:00:31.150 Bobby Jenkins: oh, did I do that right?

8 00:00:34.440 ⇒ 00:00:43.880 Bobby Jenkins: I don’t need hanging anymore stresses before I pass the hell out drinking your sweet drink. Exactly. Thank you. Thank you.

9 00:00:44.650 ⇒ 00:00:45.330 Bobby Jenkins: Right. It’s on.

10 00:00:45.870 ⇒ 00:00:47.479 Bobby Jenkins: There it goes. Okay, there it goes.

11 00:00:50.655 ⇒ 00:01:11.489 Bobby Jenkins: Don’t even have my glasses, but nobody else is in here yet. Right? That’s what it said. I’ve

12 00:01:13.030 ⇒ 00:01:20.840 Bobby Jenkins: I saw your your invite thingy? Well, then, please tell me, I’m not late to this oh, so

13 00:01:21.530 ⇒ 00:01:28.500 Bobby Jenkins: they go, ugly, she’s, not gonna agree to anything. Right? Anyway.

14 00:01:28.640 ⇒ 00:01:38.530 Bobby Jenkins: And then because we were talking about the hours she was like, Well, I guess I can work. I mean, I just don’t think that that’s right to go and ask somebody else to come up here

15 00:01:38.760 ⇒ 00:01:46.860 Bobby Jenkins: every- every day that we need somebody from 4 to 6, or 5 to 6,

16 00:01:47.870 ⇒ 00:01:54.589 Bobby Jenkins: she says. I don’t think it’s fair to ask somebody else to come up there and be a body up there.

17 00:01:55.990 ⇒ 00:02:02.350 Bobby Jenkins: and we need the body up there to, and then, and also gonna tell you this, too, because I know you’re in some of your

18 00:02:03.262 ⇒ 00:02:05.920 Bobby Jenkins: she goes. I was thinking about just going.

19 00:02:06.590 ⇒ 00:02:09.210 Bobby Jenkins: Can we just use as an account, so we can. Still.

20 00:02:09.490 ⇒ 00:02:13.410 Bobby Jenkins: you know, I know that you didn’t do it.

21 00:02:14.430 ⇒ 00:02:19.170 Bobby Jenkins: So we don’t count her towards the reception hours that, Karen.

22 00:02:20.620 ⇒ 00:02:31.820 Bobby Jenkins: Yeah, something like that. That’s what she said. She goes. Can I just think about just going and asking Bobby, can we use it? It’s just like your gift, your donations or something, so we don’t count it towards the reception.

23 00:02:32.410 ⇒ 00:02:39.042 Bobby Jenkins: Why did you do that? No, so. And then

24 00:02:39.950 ⇒ 00:02:53.810 Bobby Jenkins: Hi, mister, once Sam left, I said, okay, so are you able to meet with her? And I this afternoon? She was like, well, yeah. But I have thoughts on that. I’m still really heard about the whole email this morning. I’m like, I’m excited because it gives us.

25 00:02:53.920 ⇒ 00:03:06.520 Bobby Jenkins: Oh, yeah, Kelly, I said, this is all help we need this. I said, look at your schedule. You have your one on ones. You have to focus on the one on ones, I said. At this time it’s still hard for you to go ahead and

26 00:03:06.640 ⇒ 00:03:10.930 Bobby Jenkins: make sure that you’re sending the emails to call Source that you’re connecting with them.

27 00:03:11.050 ⇒ 00:03:17.619 Bobby Jenkins: I said. And then you’re not doing the reports that Yvette had asked us to do, I said, and that

28 00:03:17.820 ⇒ 00:03:22.169 Bobby Jenkins: that I’m trying to help, and I’m trying to help you keep up, I said, but I can’t do it either.

29 00:03:22.670 ⇒ 00:03:27.570 Bobby Jenkins: I mean, this is part of the communication. I’m just the community manager, and I should be a part of it, all of them.

30 00:03:29.270 ⇒ 00:03:31.619 Bobby Jenkins: This is going to work. Why, another meeting

31 00:03:35.510 ⇒ 00:03:36.970 Bobby Jenkins: put this out there.

32 00:03:42.060 ⇒ 00:03:46.280 Bobby Jenkins: Wow! Well, I did get the hours, but

33 00:03:47.480 ⇒ 00:03:53.809 Bobby Jenkins: I still think we do need somebody else. Just because there is gonna be section.

34 00:03:53.950 ⇒ 00:04:00.519 Bobby Jenkins: Yeah, if we could use someone else just for that phone coverage. Well, no, I that’s that’s why I was gonna agree with

35 00:04:00.960 ⇒ 00:04:03.608 Bobby Jenkins: connect with what’s her name? Yeah.

36 00:04:08.900 ⇒ 00:04:10.270 Bobby Jenkins: thanks. Yeah, thank you.

37 00:04:43.030 ⇒ 00:04:44.070 Bobby Jenkins: He’s doing that.

38 00:04:45.650 ⇒ 00:04:58.170 Bobby Jenkins: This is Janice. Hi, customer service trainer. Oh, really great.

39 00:04:58.330 ⇒ 00:04:59.879 Bobby Jenkins: I I know

40 00:05:00.462 ⇒ 00:05:10.839 Bobby Jenkins: kind of just I was like, you know what? The more that I think of it, I kind of just wanted to be, okay.

41 00:05:12.300 ⇒ 00:05:21.659 Bobby Jenkins: have a good February. So far. No work to do. Everything’s all clear. Nobody wants anything from you

42 00:05:23.190 ⇒ 00:05:47.219 Bobby Jenkins: about all that stuff. And Steven wanted to join remotely, but he said. He’s probably not going to be able to join at 1230, but probably at one. Okay, what would tell him to be here in a minute? Maybe we can just start.

43 00:05:47.310 ⇒ 00:05:55.130 Bobby Jenkins: Yeah, I’m just gonna doodle some notes while we talk a little bit. Yeah. So I just wanted to make sure I understood the organization and

44 00:05:57.140 ⇒ 00:06:05.519 Bobby Jenkins: like, you know, who does what? So so all I know is, we have some Csr, so over here we have Csrs.

45 00:06:06.010 ⇒ 00:06:16.690 Bobby Jenkins: and as I understand it, they have. We have specialists. Some people are specialized in law and past, and then, as they get more senior, they can get a kind of.

46 00:06:17.650 ⇒ 00:06:19.780 Bobby Jenkins: So when phone calls come in.

47 00:06:20.350 ⇒ 00:06:33.398 Bobby Jenkins: So let’s say you have some past and lawn people, and whatever other you could put like, you could put Csr dispatch and recession. So

48 00:06:34.350 ⇒ 00:06:35.090 Bobby Jenkins: okay.

49 00:06:35.510 ⇒ 00:06:46.940 Bobby Jenkins: underneath. Csr, click, dispatch and reception. Because those are those are 3 slightly different roles. You know what I mean.

50 00:06:47.540 ⇒ 00:06:50.699 Bobby Jenkins: Okay? And then Marshall probably talk me through those.

51 00:06:51.620 ⇒ 00:07:20.789 Bobby Jenkins: Okay? So just the Csr. Oh, wait, we’re dispatch dispatch. So our dispatch team is, are the agents. They’re not normally a lot on inbound phone calls. A lot of theirs is outbound. Dispatching are are. Oh, I’m sorry you asked how many outbound? Yes, mostly outbound

52 00:07:20.840 ⇒ 00:07:49.530 Bobby Jenkins: clients to get them to buy new service, or renew or do something like that. Projects that we went out there to like. Let’s say, to go fix your leak, and it needed more repairs. So we gave them a bid for that. Then, if the customer signed, then they would call them back to get that on schedule. So they got project work, or they got the if the service mostly we’re trying to get things booked. Yes, booked. And then Etas estimated time of arrivals when the technicians are on the way to the customer’s home.

53 00:07:49.530 ⇒ 00:07:59.529 Bobby Jenkins: Why do they? Oh, just to let the customer know, so that the the driver that show up. And there’s nobody. Okay.

54 00:08:01.650 ⇒ 00:08:02.310 Bobby Jenkins: yeah.

55 00:08:02.810 ⇒ 00:08:16.639 Bobby Jenkins: And with the okay, and do they specialize by service or kind of mechanical, they’re more all mechanical. Yeah. So it would be plumbing electric water quality. So you wouldn’t do that for past along. Nope.

56 00:08:16.760 ⇒ 00:08:35.660 Bobby Jenkins: Well, we would if they’re across crossover agent, right? But these, this group right here is specifically dispatching for all those guys in the mechanical for those trades right there. Explain to me again why, it’s like, you know, why wouldn’t the pest person need to have?

57 00:08:35.840 ⇒ 00:08:58.102 Bobby Jenkins: So you got the customer service side, and then you got the dispatch side. Okay, so the customer service side. We have a mechanical Csr department, right? So they would handle all the inbound calls that originally come in from the customer. So it starts with us in the customer service side. So if it’s anything to do with our mechanical department, which is plumbing water quality, Hvac,

58 00:08:58.660 ⇒ 00:09:25.330 Bobby Jenkins: and I’m missing one over here. But if it comes in we take the initial call. So they would take the initial phone call. They would listen to the customer. What’s the problem, get all the information, and then they would say, Yes, we can do the repair. We’re going to go ahead and get you on schedule and then throw it into a dispatch pit. Okay, okay? So it would kind of come in here, and then we go up here.

59 00:09:25.330 ⇒ 00:09:51.999 Bobby Jenkins: and the reason why we can’t do it, for we wouldn’t do dispatch for passing on is because pass along, we can actually say, Okay, you’re as a technician. You’re gonna take about an hour on this, so we can schedule that. But when it comes to mechanical services.

60 00:09:52.030 ⇒ 00:09:58.869 Bobby Jenkins: mechanical folks, and then other Csrs would be testing lawn. Yes, yeah, they’re the best lawn home improvement.

61 00:10:01.300 ⇒ 00:10:21.460 Bobby Jenkins: water quality, handyman, gutter, cleaning and trash bin, gutter place did that last week

62 00:10:21.900 ⇒ 00:10:46.339 Bobby Jenkins: so roughly? How many Csrs probably all together? I have like 97 together. Yeah. So probably you’re looking at 70 between the Csr’s and the receptionist. Yes.

63 00:10:47.420 ⇒ 00:10:53.780 Bobby Jenkins: I’m sorry I didn’t hear your answer this time. It’s probably it’s more probably roughly, about 8 80

64 00:10:53.860 ⇒ 00:11:21.289 Bobby Jenkins: that you have 80 in this group, in the in the, with reception included. No, you probably have, like about 60, 67, probably on the Csr, yeah, then you have your dispatchers, or whatever that. Yeah. So most of these people, then, are going to be inbound. Yes, that’s correct.

65 00:11:21.370 ⇒ 00:11:25.450 Bobby Jenkins: Our stuff gets so like this. Let me put our welcome team in here.

66 00:11:26.200 ⇒ 00:11:46.709 Bobby Jenkins: Oh, yeah, yeah. But they’re they’re part of the count that I have total but we have a team that’s called the welcome team and they are the team that does all the scheduling for all the sales. Well, I I not all the sales different all the sales are past one, and home improvement.

67 00:11:46.710 ⇒ 00:12:12.729 Bobby Jenkins: So this is new would be like new clients. So I went out to your home. I gave you a bid. You said I approve, and they want to schedule it. So the inspector sends the the information to this team, and they go to work to get it set up. So they’ve got to get the name in the system and get the name and everything would already be there.

68 00:12:12.750 ⇒ 00:12:21.979 Bobby Jenkins: It’s new new customer and specifically got it correct. Okay, and that would be primarily for

69 00:12:22.310 ⇒ 00:12:26.400 Bobby Jenkins: which service best offer best line and home improvement.

70 00:12:32.340 ⇒ 00:12:33.690 Bobby Jenkins: Fantastic. Okay?

71 00:12:33.840 ⇒ 00:12:36.870 Bobby Jenkins: And reception. What do they do?

72 00:12:37.180 ⇒ 00:12:56.863 Bobby Jenkins: They just they’re the ones that take the inbound calls for the call center altogether, and then they transfer. So they’re kind of the 1st line. And so these would be a little more specialized.

73 00:12:58.390 ⇒ 00:13:00.343 Bobby Jenkins: Okay? Fantastic.

74 00:13:01.690 ⇒ 00:13:02.700 Bobby Jenkins: So

75 00:13:06.370 ⇒ 00:13:14.219 Bobby Jenkins: Now, I wanted to talk a little bit about training, which is what you’re part of. So do you have one? And then do you tell me a little bit about

76 00:13:14.480 ⇒ 00:13:15.790 Bobby Jenkins: training

77 00:13:16.080 ⇒ 00:13:27.109 Bobby Jenkins: different trainers for different service lines. Do you have? So the way that we go with training is, we do have a trainer for each

78 00:13:27.350 ⇒ 00:13:42.845 Bobby Jenkins: division. Okay, and so. And that’s how you would seen the the training lawn home, improvement, mechanical

79 00:13:44.390 ⇒ 00:13:47.150 Bobby Jenkins: and then dispatch alone, as well.

80 00:13:47.560 ⇒ 00:13:51.270 Bobby Jenkins: well, there’s a trainer for this thing for dispatch. Yes, there is.

81 00:13:52.500 ⇒ 00:13:55.770 Bobby Jenkins: And then you also have trainer for the welcome team.

82 00:13:56.090 ⇒ 00:13:56.615 Bobby Jenkins: Okay?

83 00:13:57.570 ⇒ 00:14:01.249 Bobby Jenkins: And do you have one person for each of those and they work for you.

84 00:14:01.410 ⇒ 00:14:09.199 Bobby Jenkins: They’re not. They’re not under me. But I work with them and we collaborate. We do all the training.

85 00:14:09.360 ⇒ 00:14:16.050 Bobby Jenkins: So what’s you’re gonna yell at me, what’s their job?

86 00:14:16.310 ⇒ 00:14:32.670 Bobby Jenkins: So they will actually go in and help with developing training material. Okay? So for new hires. Yes, new hire materials. Okay, but also ongoing training. As well do they deliver the materials or just work through the course they they deliver?

87 00:14:32.800 ⇒ 00:14:37.869 Bobby Jenkins: They would be the trainer, for they are the trainer, the course development.

88 00:14:38.160 ⇒ 00:14:50.999 Bobby Jenkins: and they do both new hire and then ongoing and ongoing and ongoing is that kind of formal like, hey? Once a quarter. You’re back here like, or is it kind of more? No, we do. We do like

89 00:14:51.540 ⇒ 00:15:01.379 Bobby Jenkins: lunch and learn type thing. So we’ll do like a monthly optional. You’re like, okay, we’re gonna yes, you’re gonna do this. It’s with

90 00:15:01.610 ⇒ 00:15:26.559 Bobby Jenkins: anyone that’s overflow to. So whoever has the crossover. So we establish a calendar spot, and in that in that calendar everyone puts their training for the year there so monthly because we have seasons right? So like right now, we’re getting ready to go into the launch season. So we know we’re going to start getting everybody doing a a training.

91 00:15:26.880 ⇒ 00:15:39.419 Bobby Jenkins: You said everyone puts their training there. So the account, Master Calendar, somewhere, you or someone else is figuring out

92 00:15:39.660 ⇒ 00:15:48.200 Bobby Jenkins: who needs to take what training? Yeah. So we figure that out. Yes, sir, the training.

93 00:15:48.510 ⇒ 00:15:58.460 Bobby Jenkins: mostly in classroom. So you, I think you’ve got some zoom, you know. Did you develop all material yourself, or do you use any course where kind of train software.

94 00:15:58.750 ⇒ 00:16:04.710 Bobby Jenkins: Help me do it. Yeah, ongoing.

95 00:16:04.970 ⇒ 00:16:18.999 Bobby Jenkins: They’re all. What’s the material? Look like? It’s like a Powerpoint thing. It’ll be like a powerpoint. We do. We do like to line up tests. The the tests are going to be lined up for more specific when it comes to new hires.

96 00:16:19.280 ⇒ 00:16:24.860 Bobby Jenkins: so we will have the test yourself, but we write the test ourselves. Yes.

97 00:16:25.120 ⇒ 00:16:31.660 Bobby Jenkins: Have you ever looked at courseware software and evaluator before?

98 00:16:32.283 ⇒ 00:16:58.079 Bobby Jenkins: We just never got to that. We. We were always doing a lot of stuff in house, and then we use paylocity to do these learning modules. And we all our training, our reporting everything we do, we would put it in there. So we would have in person. But then we also have other trainings that we assign. And they, yeah, okay, that’s really really great. That’s been an ongoing question.

99 00:16:58.240 ⇒ 00:17:10.089 Bobby Jenkins: So you’re here. And you coordinate, we collaborate all together. Okay, so so utilization

100 00:17:11.963 ⇒ 00:17:27.109 Bobby Jenkins: run software companies that make software for call centers.

101 00:17:27.380 ⇒ 00:17:40.299 Bobby Jenkins: I ran a knowledge management company that built these really big knowledge bases that got used by like at and T and ran a learning management software company for a while and built training software. So I’m

102 00:17:40.500 ⇒ 00:18:07.040 Bobby Jenkins: so this is why this is exciting, because he knows he knows that he can relate to what we’re talking about. He was overwhelmed with the stuff that wife somebody just walks in my bedroom. Normally I go. Oh, my God, I’m so embarrassed because it’s but it’s just your bedroom, you know, people that’s all.

103 00:18:07.458 ⇒ 00:18:15.242 Bobby Jenkins: We keep the outside looking good. That’s what we do with our bedroom when you have somebody a party you don’t like. Oh, no, go in my bedroom.

104 00:18:16.470 ⇒ 00:18:17.440 Bobby Jenkins: That is

105 00:18:38.650 ⇒ 00:18:44.240 Bobby Jenkins: good about to walk in. So he’s here. So

106 00:18:45.010 ⇒ 00:18:49.519 Bobby Jenkins: okay, so I want to talk a little bit more about the training courses in a minute. But

107 00:18:52.200 ⇒ 00:18:54.840 Bobby Jenkins: so somewhere for these Csrs and stuff.

108 00:18:55.240 ⇒ 00:18:59.350 Bobby Jenkins: you or someone, whoever their manager is telling them.

109 00:18:59.990 ⇒ 00:19:11.169 Bobby Jenkins: This is what you need training on, and you’re going to keep it a little bit track of what they’ve been through and whether they’re Junior or senior levels. Okay, that’s correct. Yes. Okay. So

110 00:19:13.570 ⇒ 00:19:20.720 Bobby Jenkins: when Bhutan gets here, we’re gonna talk. We’re gonna talk about this. I’m just gonna call it a knowledge base.

111 00:19:21.290 ⇒ 00:19:25.670 Bobby Jenkins: which is all the folders you shared with me of information.

112 00:19:25.980 ⇒ 00:19:32.500 Bobby Jenkins: And so I wanted to talk a little bit about where? Who is responsible for?

113 00:19:33.120 ⇒ 00:19:51.590 Bobby Jenkins: Yeah. Yeah, okay, which is good. That’s why I brought Janice in there. Because when we were, as you know, Stevens over communication. Right? So when they talked about, okay, how do we get so these and everything? I don’t think everyone had a clear understanding of what all that meant. So we tried it.

114 00:19:52.320 ⇒ 00:20:12.651 Bobby Jenkins: We right now, what I’m looking at is pretty compared to what we had it right? So what we wanted to do is exact. I’ve been wanting to do what you’re trying to do forever, just like, how do you do that? As a person you’re trying to make everything. Okay, when something gets updated, is it easy for the Csr to find? Is it easy to use and easy to understand? So

115 00:20:20.950 ⇒ 00:20:41.359 Bobby Jenkins: it’s his business. It’s building all these AI tools for people. And he and I work together. So

116 00:20:41.550 ⇒ 00:20:44.740 Bobby Jenkins: Utah and we’re here to just kind of go through and get

117 00:20:45.100 ⇒ 00:20:52.529 Bobby Jenkins: all of the background information, and then kind of work through a little bit about what the solution may look like.

118 00:20:52.680 ⇒ 00:21:12.689 Bobby Jenkins: What, by the way, what I started with. And this is a little bit messy. But I’ll transpose this for you. This is exactly like some taxonomy on basically the yeah. Well, and so I’ll just summarize without going through it all. Just so you’ll catch up. So this this is basically when we talk about innovation. There’s 4 teams underneath it.

119 00:21:12.830 ⇒ 00:21:23.569 Bobby Jenkins: There’s dispatch. I can explain this to you. Reception, which is just the people who answer the phone to forward a call. This would be like triage level one. Sometimes these are the real, what we think of as

120 00:21:24.260 ⇒ 00:21:27.279 Bobby Jenkins: the Csr’s. This is, and there are 60 to 70 of them.

121 00:21:27.380 ⇒ 00:21:29.530 Bobby Jenkins: 97 people total in this group.

122 00:21:29.920 ⇒ 00:21:37.220 Bobby Jenkins: And then there’s a welcome team. But we’re gonna focus a lot on this and a little bit on that. But this is kind of where the beat is okay.

123 00:21:38.640 ⇒ 00:21:45.399 Bobby Jenkins: And then I walk to the training team because there’s a training team, and there’s 1 trainer

124 00:21:45.890 ⇒ 00:21:52.599 Bobby Jenkins: for each service line and she coordinates or is over the trainers, and sort of

125 00:21:53.160 ⇒ 00:21:59.330 Bobby Jenkins: teaches them what to do, and so on, so forth. But they actually work in a service line for what? That’s where. So the dotted line

126 00:21:59.710 ⇒ 00:22:05.979 Bobby Jenkins: and they do. There what I would call roll your own training. Okay? Again, there’s nothing wrong with that.

127 00:22:06.290 ⇒ 00:22:11.190 Bobby Jenkins: Some of the best training teams in the world roll their own. But they don’t use any training software. They use any courseware.

128 00:22:11.620 ⇒ 00:22:19.349 Bobby Jenkins: you know. They create Powerpoint press and they deliver it themselves. So the trainer is both. Sometimes in bigger companies. You’ll have a curriculum person

129 00:22:19.630 ⇒ 00:22:25.989 Bobby Jenkins: who develop stuff, but they don’t deliver it, but they they develop the coursework and they deliver.

130 00:22:26.320 ⇒ 00:22:41.310 Bobby Jenkins: and they do no new hire training. It’s we have 7 weeks because it’s 6 weeks specific to your trade. And then I personally get to do the basic week.

131 00:22:41.870 ⇒ 00:22:48.490 Bobby Jenkins: Okay, so very comprehensive way, comprehensive. And then they have ongoing the lunch and learn.

132 00:22:48.800 ⇒ 00:22:52.070 Bobby Jenkins: But again, it’s important that this is all they roll their own.

133 00:22:52.625 ⇒ 00:23:14.409 Bobby Jenkins: Okay, we were just about to get into the knowledge base what I just loosely calling knowledge base, which is this system of folders, of documents, of various types that we’re gonna dig into and use AI to help just make that whole thing easier, you know, cleaner and stuff like that. So today, you know, what you shared with us was a folder structure

134 00:23:14.550 ⇒ 00:23:24.849 Bobby Jenkins: within Google folders. And it was organized mostly by service line. Right? So if we and we’re gonna focus, I think for this 1st exercise on

135 00:23:25.270 ⇒ 00:23:46.770 Bobby Jenkins: one, yeah, okay, okay, is that correct? I think we talked about past initially. Oh, okay, yes. Okay. So what are we talking? So we’re gonna we’re gonna focus on one of the, yes. Okay. So if we took the test. You know you get this folder called many of these files. So let’s just talk a little bit about who all can put files in there.

136 00:23:46.780 ⇒ 00:23:57.910 Bobby Jenkins: Why they put them there. A lot of them are training materials, but maybe it’s kind of let’s walk through that a little bit. Because as I started to go through them, you can tell. There’s different.

137 00:23:57.940 ⇒ 00:24:06.030 Bobby Jenkins: well, different reasons. They’re in there, you know. Every document has a story. And then so you read the document. You’re trying to imagine the story. Well.

138 00:24:06.360 ⇒ 00:24:09.679 Bobby Jenkins: you know, I can imagine this person got a question one time.

139 00:24:10.180 ⇒ 00:24:20.040 Bobby Jenkins: so they said, I’ll write up an sop. And another person said, You know, just so that. And that’s fine. That’s where it’s supposed to come from. But talk me through a little bit about.

140 00:24:20.540 ⇒ 00:24:22.049 Bobby Jenkins: We’ll put stuff in here

141 00:24:22.670 ⇒ 00:24:34.395 Bobby Jenkins: who can create these? What typically they are? Because we have sops, we have spreadsheets, we have frequent questions. We have like different types of documents, and

142 00:24:35.010 ⇒ 00:24:39.559 Bobby Jenkins: and a few other things we’ll ask you as we go along. So where do they come from?

143 00:24:39.740 ⇒ 00:24:59.380 Bobby Jenkins: So do you want me to do that with the pest folder. It is multiple people, but we do have it down now to where it’s the division manager who’s the division, Shannon, and that’s and I’m talking manager over the Csrs.

144 00:24:59.940 ⇒ 00:25:08.809 Bobby Jenkins: So that would be over here under the manager for past support manager.

145 00:25:13.990 ⇒ 00:25:16.960 Bobby Jenkins: so she can put anything in there?

146 00:25:18.910 ⇒ 00:25:21.039 Bobby Jenkins: Then, of course, the trainer.

147 00:25:21.630 ⇒ 00:25:32.040 Bobby Jenkins: Okay. And who is that? Just out of curiosity for past? That’s okay, Penny. Okay? And then myself, okay.

148 00:25:34.149 ⇒ 00:25:41.940 Bobby Jenkins: okay, so that’s who. Typically now, what? What do they put in there?

149 00:25:43.510 ⇒ 00:26:03.409 Bobby Jenkins: It did it definitely started with myself. And what I did is I broke it down to. Okay, what do we need as a new hire?

150 00:26:03.700 ⇒ 00:26:08.620 Bobby Jenkins: What? Exactly as a new hire. And I broke it down into

151 00:26:09.170 ⇒ 00:26:38.770 Bobby Jenkins: actual pest, so broke it down to where it was. You know, General Pests, what was our general pest? What’s our rodent coverages? What’s our termite? And so I went and dissected all our service all of our services. Okay? So so first, st I’m just going to call them service descriptions. Yes, and that would be perfect. So the service descriptions and with that it would be

152 00:26:38.920 ⇒ 00:26:50.310 Bobby Jenkins: how to handle. So how is it like, what type of services it says service lines. And it says, includes this document.

153 00:26:50.820 ⇒ 00:27:00.400 Bobby Jenkins: Okay, from there. What else can we add? So from there? You would then go into our frequently asked questions. Okay.

154 00:27:02.360 ⇒ 00:27:08.829 Bobby Jenkins: okay, about the service line. Okay, okay, fine.

155 00:27:09.020 ⇒ 00:27:14.889 Bobby Jenkins: So usually, the Faqs are about the service description. Yes. And then I have a presentation.

156 00:27:15.130 ⇒ 00:27:18.350 Bobby Jenkins: which is what take a look at that to.

157 00:27:18.460 ⇒ 00:27:36.287 Bobby Jenkins: So you got a document with the service description, you have to use it. But there’s a presentation that would cover the same. So I’m just, gonna I’m just gonna say, there’s a Powerpoint there. Okay, I think I cut you off. I think you said that you get into kind of how to oh, the how to. So how to actually handle

158 00:27:36.720 ⇒ 00:27:38.680 Bobby Jenkins: and that would back

159 00:27:39.330 ⇒ 00:27:55.519 Bobby Jenkins: kind of goes with your Faqs because the how to I’m going to break it down into. Okay. Well, now, how do we set up an estimate? How do we set up a an actual service order? Sometimes I do an FAQ, sometimes I do a how to just

160 00:27:55.970 ⇒ 00:28:01.809 Bobby Jenkins: I do. And what I try to do is because I’m I’m training all event. This

161 00:28:02.130 ⇒ 00:28:23.899 Bobby Jenkins: she has me trained in all of them, so I can go in and answer questions. So what I do as a trainer. But pest is my thing, because what we’re trying to do at the end of the day is Train an AI

162 00:28:24.070 ⇒ 00:28:38.229 Bobby Jenkins: and AI are like training human. I mean, they really are. So if we can find the A. The ogs in the organization been there the longest know where all the stuff came, and over the bodies are buried. It’s we can then kind of use their wisdom to train the AI. Then you

163 00:28:38.340 ⇒ 00:29:02.231 Bobby Jenkins: you have a lot of the historical judgment that the company already wants. But then we took that, and we kind of mirrored it to every other division. So you got service description FAQ, you’ve got a new hire presentation. You do how to procedures sometimes those overlap with Faqs.

164 00:29:03.780 ⇒ 00:29:08.170 Bobby Jenkins: where do you decide which ones of each you need?

165 00:29:09.120 ⇒ 00:29:18.779 Bobby Jenkins: That is where you probably notice that there’s like, okay, there’s additional little sheets that what’s the story for that? Why did this come up? And that’s

166 00:29:18.780 ⇒ 00:29:40.210 Bobby Jenkins: a question that came in from a Csr. And it was a customer calling in with A, and we didn’t know the the answer, and we probably don’t handle it. But maybe once every couple of months. Okay, so this is, gonna be a little tedious. But bear with me. Call comes in over here to a Csr. In the

167 00:29:40.869 ⇒ 00:29:54.719 Bobby Jenkins: pest service. George doesn’t know how to answer the question, George asked Shannon. Or does George ask you, George asks Shannon. Does he ask the email or go chase her down the hall? Her email? Okay, so there’s an email that went

168 00:29:54.930 ⇒ 00:30:21.629 Bobby Jenkins: from Georgia. Shannon Shannon probably knows, but maybe not. So she knows, she answered the question. Did she tell you, hey? We need some documentation. How does it go? So maybe she answered it, but then she sees you in the week. Let me. I’m just imagining this, hey? I got. We’ve gotten 2 questions on this September rain gauge, whatever it is.

169 00:30:21.650 ⇒ 00:30:31.119 Bobby Jenkins: and you know we should. We should write. You go, do that, and then I’ll go do that. But you probably are pretty tied into this stuff. Yes.

170 00:30:31.220 ⇒ 00:30:59.070 Bobby Jenkins: so do they ever ask you if she’s not available? Yes, they will. And do. They send emails to both of you. They’ll go to Kenny first.st No, the email I am the last. Okay. Person makes sense. So Kenny handles the 1st and then in terms of how Shannon will handle it first.st But if Shannon is not there, Kenny is her. And would there be an email that would go? It would travel between us. Okay. So if I go to Shannon, Shannon, apply for Kenny.

171 00:30:59.070 ⇒ 00:31:02.420 Bobby Jenkins: then they might answer it, and then send it to you. Going, hey?

172 00:31:02.420 ⇒ 00:31:04.520 Bobby Jenkins: This is tricky.

173 00:31:04.690 ⇒ 00:31:17.360 Bobby Jenkins: Yes, which we need something. There’s our life cycle. Yeah, because what you can do is the AI can just listen to those.

174 00:31:17.460 ⇒ 00:31:23.219 Bobby Jenkins: And instead of having you having to create the the note. Yeah, I’ll just write the note and maybe you review it

175 00:31:24.340 ⇒ 00:31:31.690 Bobby Jenkins: right. You want to put the AI into your existing workflow, not get rid of it. So there’s just an existing, you know. You know each other. You’re

176 00:31:32.180 ⇒ 00:31:35.489 Bobby Jenkins: have relationships. It’s best to just put it in there.

177 00:31:35.720 ⇒ 00:31:46.109 Bobby Jenkins: and maybe Kenny goes. Hey? We should have a note, and because you want me to write that for you, and you would go. Yes, please, and it’ll draft it, and then you’ll review it and go public.

178 00:31:46.230 ⇒ 00:31:50.320 Bobby Jenkins: That’s what Steve we’re talking about yesterday, when we’re reading our agreements.

179 00:31:50.500 ⇒ 00:32:15.429 Bobby Jenkins: That’s what we’re talking about. You know, when Bo goes and makes it, because we see what we have like on on that menu of services or your service description. Right? We copied our agreements on his training sheet. Right? But then Beau goes in there and updates the agreement. Yeah, and so, but that happens a lot. So yeah, it doesn’t get updated here.

180 00:32:15.430 ⇒ 00:32:21.650 Bobby Jenkins: Okay, so yes, Scott, you could double click into the how to.

181 00:32:21.650 ⇒ 00:32:28.729 Bobby Jenkins: because I I for me what I’m getting sense of. That’s just where everything else. Yep, okay.

182 00:32:28.790 ⇒ 00:32:33.350 Bobby Jenkins: Meaning anything that doesn’t fit into the description FAQ. Or the Powerpoint.

183 00:32:33.590 ⇒ 00:32:47.069 Bobby Jenkins: And it’s like, I don’t. Maybe this will. It just gets tossed. These are done situationally is what happens. Yeah, I imagine that as you do these, you’ll go update the sort of the training materials. Just you know, you’re like, okay.

184 00:32:47.280 ⇒ 00:32:50.880 Bobby Jenkins: or or we have some recordings on

185 00:32:51.020 ⇒ 00:33:04.430 Bobby Jenkins: right? Or maybe if it’s in hard enough to have a lunch and learn exactly, boy, they’re really struggling with the blah blah. And we should just by the way, terminology, wise people will use the terms how to

186 00:33:05.040 ⇒ 00:33:08.140 Bobby Jenkins: process procedure and sop interchangeable.

187 00:33:09.150 ⇒ 00:33:24.580 Bobby Jenkins: Okay, all those terms seem to be. They’re interchangeable. And they mean the same. Okay, okay, I mean, you guys have used the firm sop. But sometimes if you read the documents. They’ll say, process, it’s a process. And then it’s a step by step. Okay, yeah. Okay. So we’ll come up with a 1

188 00:33:25.200 ⇒ 00:33:34.739 Bobby Jenkins: kind of the AI will come up with kind of a 1 of these. You need a uniform format for all these things, so that they all have the same information every time.

189 00:33:36.170 ⇒ 00:33:36.990 Bobby Jenkins: Okay,

190 00:33:41.280 ⇒ 00:33:44.099 Bobby Jenkins: we talked about this last time, but I just wanna

191 00:33:44.310 ⇒ 00:33:48.450 Bobby Jenkins: expand on it again. So I want to go into the processes a little bit

192 00:33:49.290 ⇒ 00:33:53.599 Bobby Jenkins: right? Where do we call them? How to process this? As I read through them, most of them

193 00:33:54.050 ⇒ 00:33:59.307 Bobby Jenkins: seem to involve going into one of your 2 main systems.

194 00:33:59.930 ⇒ 00:34:07.165 Bobby Jenkins: maybe 3 account and doing something in the software, you know, scheduling an appointment.

195 00:34:10.389 ⇒ 00:34:13.349 Bobby Jenkins: going into sheets, probably to find out who.

196 00:34:13.590 ⇒ 00:34:17.680 Bobby Jenkins: Yeah, there were a lot of lot of things, says, Go in here and do this. Yes.

197 00:34:18.279 ⇒ 00:34:31.599 Bobby Jenkins: yes, that’s correct. So yeah, because if you’re toggling me, evolve has everything you got to go and enter. So the questions are coming in from the customer. They’re they’re probably don’t remember. So they’re going to our sheets to go in there and say, Okay.

198 00:34:31.760 ⇒ 00:35:00.459 Bobby Jenkins: what is this? Or how? What? And then they go back over here and they start. Now. There was a system that I learned about last time. So of all this. But then you had another thing that Matt brought up last time, which is where the service descriptions live. It’s another little package that’s dream. What’s it called dream dream. That’s true. One of the things that’s interesting is, if I jump in dream I have spent a lot of time in there, but I poked around the service. Descriptions are in the true places.

199 00:35:00.740 ⇒ 00:35:03.990 Bobby Jenkins: Actually, there are several places. Let’s talk about service descriptions for a minute.

200 00:35:04.480 ⇒ 00:35:05.530 Bobby Jenkins: So

201 00:35:05.890 ⇒ 00:35:11.970 Bobby Jenkins: when someone comes up with a new service, maybe it’s the general manager or whatever they gotta figure out what’s in it.

202 00:35:12.190 ⇒ 00:35:16.879 Bobby Jenkins: the terms and conditions. What’s the contract? Say? How much does it cost that all needs to go somewhere

203 00:35:17.330 ⇒ 00:35:20.339 Bobby Jenkins: in several places? It sounds like it goes in green.

204 00:35:20.730 ⇒ 00:35:23.290 Bobby Jenkins: So if I could go and dream I could look up at service.

205 00:35:23.500 ⇒ 00:35:25.140 Bobby Jenkins: They probably have a number.

206 00:35:25.530 ⇒ 00:35:35.430 Bobby Jenkins: a price, and and a description of everything that’s in it. So I got a bunch of legal terms and conditions that the client has to agree to right. That’s part of part of it.

207 00:35:36.355 ⇒ 00:35:37.000 Bobby Jenkins: But

208 00:35:37.120 ⇒ 00:35:43.940 Bobby Jenkins: but then there are also descriptions that are just in a document somewhere that you pulled out someplace and put in a separate document.

209 00:35:44.060 ⇒ 00:35:53.140 Bobby Jenkins: So one of the tricks is, if you have service descriptions live in a mobile places. That could be a problem if they don’t get updated. So say something changes the price or says.

210 00:35:53.550 ⇒ 00:35:56.859 Bobby Jenkins: you know we now cover the black, you know the black.

211 00:35:57.090 ⇒ 00:36:11.789 Bobby Jenkins: But whatever right, I’m just making this up and it gets updated in green, and it didn’t get updated now, all of a sudden, you know. So we want to do is have a master place where those are, and the AI can go read them in real time as opposed to even having to have a document.

212 00:36:12.040 ⇒ 00:36:12.770 Bobby Jenkins: Right?

213 00:36:12.920 ⇒ 00:36:15.789 Bobby Jenkins: Okay? And can you describe what else is in dream?

214 00:36:16.490 ⇒ 00:36:31.769 Bobby Jenkins: Dream? Was a was the Crm specifically for the pet industry that they signed up on. It’s got some of the other revenue and lifecycle management tools in it that are pretty nice. Actually okay.

215 00:36:34.070 ⇒ 00:36:38.630 Bobby Jenkins: We can talk to Matthew about it. But but the

216 00:36:38.840 ⇒ 00:36:44.340 Bobby Jenkins: the customer contract terms and conditions are tied pretty closely to dream a lot of companies screw. That

217 00:36:44.490 ⇒ 00:36:49.720 Bobby Jenkins: sounds like these folks have done a really great job with it. Okay, okay.

218 00:36:50.500 ⇒ 00:36:56.560 Bobby Jenkins: So alright. So let’s kind of go back to this again. So we’ve got.

219 00:36:56.980 ⇒ 00:37:01.729 Bobby Jenkins: We’ve got service descriptions which also live in dreams. We have to figure out how to get to

220 00:37:01.960 ⇒ 00:37:09.869 Bobby Jenkins: math. There we got the last question. We got training, you know, Powerpoints, we’ve got these things called How To’s or Sops, or whatever

221 00:37:10.420 ⇒ 00:37:14.340 Bobby Jenkins: what else goes in there. I’ve got quite a few other things that are just

222 00:37:15.548 ⇒ 00:37:18.270 Bobby Jenkins: it’s gonna be like our hot topics.

223 00:37:18.890 ⇒ 00:37:27.730 Bobby Jenkins: So and the hot topics are going to be things for like technicians when they’re out on the field. So when it comes to pests

224 00:37:27.910 ⇒ 00:37:43.269 Bobby Jenkins: specifically, and this is things that we had found, we’re not. We weren’t 100 aligned with. Okay, what are the text being told? And what are we being told? So then? Yes. So there would be. Say.

225 00:37:43.440 ⇒ 00:37:52.310 Bobby Jenkins: if there’s a rainy day, okay. And text are not able to service. Well, they’re just automatically sending in follow ups.

226 00:37:52.670 ⇒ 00:38:06.150 Bobby Jenkins: Okay? And that would be extra major extra work, because we also have customers calling in for the Csrs. So what we figured out on the operation side and our side is, how can we make sure that

227 00:38:06.470 ⇒ 00:38:21.779 Bobby Jenkins: we’re telling customers the same thing that text are telling. So we would have hot topics and be like, okay, this is what the text are being told. And so it would be in there just for our Csrs to actually see, but nothing that they would necessarily

228 00:38:22.000 ⇒ 00:38:30.289 Bobby Jenkins: me, you know, when it comes to customers. But it’s more of this information for them. So can you walk through that example? Why

229 00:38:31.550 ⇒ 00:38:34.900 Bobby Jenkins: is it? Is it in hot topic? Because it’s not.

230 00:38:35.110 ⇒ 00:38:38.469 Bobby Jenkins: It’s not like we haven’t agreed on? Or is it

231 00:38:38.540 ⇒ 00:38:52.819 Bobby Jenkins: because that sounds like it should be the how to right? But the reason why it came up even more is because our technicians can call into our line, but they have a back line.

232 00:38:52.820 ⇒ 00:39:06.609 Bobby Jenkins: And so and that back line will specifically go from tech to a Csr. It is yes, and so the technicians, because the techs are getting their marching orders from some.

233 00:39:06.610 ⇒ 00:39:23.760 Bobby Jenkins: And so the technicians would call us and be like, Okay, I need to reschedule this customer, this customer, this customer? Yeah, that. But still the Csrs have to reference something to find out that. Yeah, if they had that knowledge, especially like, if if it’s an out.

234 00:39:23.760 ⇒ 00:39:27.359 Bobby Jenkins: you know what I mean. Like, okay, what is the protocol? If it’s a rain day.

235 00:39:27.450 ⇒ 00:39:30.769 Bobby Jenkins: you know what I mean? And

236 00:39:31.010 ⇒ 00:39:41.659 Bobby Jenkins: yes, and that’s that’s exactly what it is. It’s knowing the protocols. The technicians are not supposed to call into the office and schedule. Say, I need to reschedule 3 customers.

237 00:39:41.660 ⇒ 00:40:05.559 Bobby Jenkins: They should be doing that as a 1 or 2, or sending them a follow up. So they have the protocol for what the technician is being told, so they have something to go off of. And so if the tech is calling and trying to get a push back, I don’t know. Protocol is an interesting word, because it’s a little different than a procedure. Procedures are the exact things that you do in the same way every time. So much as how do I? Blah blah.

238 00:40:05.560 ⇒ 00:40:10.519 Bobby Jenkins: you know, just a bunch of special recipe, right? Protocols a little bit different to set a rule.

239 00:40:10.620 ⇒ 00:40:20.449 Bobby Jenkins: Yeah, exactly. That is exactly. And we have a lot of people that we want to do today is to talk a little bit about

240 00:40:20.660 ⇒ 00:40:22.719 Bobby Jenkins: right now. You just you

241 00:40:23.320 ⇒ 00:40:31.019 Bobby Jenkins: created these files and these document types. And you put in the information people need, we’re trying to come up with

242 00:40:32.060 ⇒ 00:40:40.159 Bobby Jenkins: data structure for so there’s a fixed set of different types of things, and they all look exactly the same.

243 00:40:40.350 ⇒ 00:40:43.660 Bobby Jenkins: and they’re linked together. And you know there’s. And so

244 00:40:44.280 ⇒ 00:40:53.320 Bobby Jenkins: you don’t want to open one document. It’s written one way and another document, and it’s written because it just can be confusing. And it’s hard to find. And so

245 00:40:53.500 ⇒ 00:40:55.770 Bobby Jenkins: we want to have the smallest number of

246 00:40:56.320 ⇒ 00:40:59.279 Bobby Jenkins: kind of document types if you will

247 00:40:59.420 ⇒ 00:41:11.960 Bobby Jenkins: to work. Now, one of the things that Luton and I need to come up with is underneath. So we’ll talk. Maybe we should just do this now. So the way this is gonna work, maybe let’s just call it so right now you have this folder.

248 00:41:13.100 ⇒ 00:41:15.989 Bobby Jenkins: It’s called slash.

249 00:41:16.150 ⇒ 00:41:20.530 Bobby Jenkins: Okay? And it’s got this all the document. And you can read that.

250 00:41:21.020 ⇒ 00:41:22.220 Bobby Jenkins: And

251 00:41:25.390 ⇒ 00:41:30.360 Bobby Jenkins: okay, before I do, let me ask one question. So let’s say about how how many? There’s 5. There’s a lot.

252 00:41:30.490 ⇒ 00:41:34.319 Bobby Jenkins: There’s a lot of files in there. There’s a lot okay, that says, plus.

253 00:41:34.480 ⇒ 00:41:42.489 Bobby Jenkins: okay, so that’s the record holders, what? 40 50 different docs in there. Okay, so we have 50 docs.

254 00:41:42.610 ⇒ 00:41:44.549 Bobby Jenkins: So Csr has a question.

255 00:41:45.240 ⇒ 00:41:50.189 Bobby Jenkins: how often do you think they just go in there and find what they need.

256 00:41:51.480 ⇒ 00:42:08.789 Bobby Jenkins: In other words, a lot of times. What you’ll find is it was in that document and the person. Oh, you know, whatever I couldn’t find it, or whatever. It’s easier to ask somebody. So maybe they just end up asking Shannon and Shannon, because, oh, for God’s sakes, I’ll just, you know. Maybe they send them the document. Or how does it work

257 00:42:09.070 ⇒ 00:42:37.310 Bobby Jenkins: with the Crs accessing these 50? That’s exactly how it is they’ll open, and if it’s not one that they know, and then they keep up, there’s probably 2 or 3 they know. Do you think it’s like out of. Let’s say there’s 50. Do you think there’s probably like 3 that everybody accesses? Exactly. Yeah.

258 00:42:37.440 ⇒ 00:42:47.390 Bobby Jenkins: So let’s say, there’s 50, and out of 50. Let’s say, there’s 5 that people. Oh, yeah, yeah, you know. But the rest you’re kind of like, and that’s frustrating for you and

259 00:42:47.860 ⇒ 00:42:51.040 Bobby Jenkins: and for Shannon, because they’re like in there.

260 00:42:51.660 ⇒ 00:43:20.989 Bobby Jenkins: But it’s not used. Very well. Okay. So one of these we want to do is make sure it’s more useful. So what we have to figure out. And we let’s just have this competition now to.

261 00:43:21.140 ⇒ 00:43:29.740 Bobby Jenkins: Yes, so there’s a number of things we could do. We could keep this exact format. And we could just have a smaller number of

262 00:43:29.850 ⇒ 00:43:31.270 Bobby Jenkins: Google documents.

263 00:43:31.780 ⇒ 00:43:34.239 Bobby Jenkins: And the goal would be that they’re all

264 00:43:34.530 ⇒ 00:43:39.260 Bobby Jenkins: super readable. Everybody knows stuff like maybe there’s only 5 of them. Okay, so we just kind of.

265 00:43:39.680 ⇒ 00:43:41.939 Bobby Jenkins: And then so instead of 50,

266 00:43:42.190 ⇒ 00:43:45.959 Bobby Jenkins: there’s actually 5, or maybe I don’t know 7 or 8, 10.

267 00:43:46.150 ⇒ 00:43:51.060 Bobby Jenkins: But they’re all super readable. And people know that’s 1 possibility right?

268 00:43:53.780 ⇒ 00:43:59.439 Bobby Jenkins: another possibility is. It’s just a document that you click on something, and it opens. And it’s like a book

269 00:43:59.560 ⇒ 00:44:02.409 Bobby Jenkins: with topics. And you just click the subject.

270 00:44:02.580 ⇒ 00:44:06.730 Bobby Jenkins: or even just type a question. And you let like you never read a document at all.

271 00:44:06.960 ⇒ 00:44:10.240 Bobby Jenkins: Yeah, right? You just you just ask a question.

272 00:44:10.420 ⇒ 00:44:17.269 Bobby Jenkins: And the AI entity reads, you know, let’s say, there’s imagine there’s text, Yeah, that’s

273 00:44:18.090 ⇒ 00:44:29.110 Bobby Jenkins: we’ve smashed all these documents together into a master document. That master document has a glossary at the end. So it’s got all the terms. Got an index at the front. The table of content looks like a book.

274 00:44:29.270 ⇒ 00:44:54.980 Bobby Jenkins: so you can still read it like you can get it. You can go through. But the main way people use it is they just ask, agent looks in the textbook and will actually answer back, and maybe it will cite. Hey? I found it here if you want to read more click here, and then it can look at the

275 00:44:55.070 ⇒ 00:45:03.460 Bobby Jenkins: but you’re only looking at the material if you want to learn more like I’ve asked answered the question. So is that I’m just trying to get you guys to imagine how you like it to work.

276 00:45:03.620 ⇒ 00:45:07.599 Bobby Jenkins: And then you, because underneath there’s some questions we could put this in A

277 00:45:07.740 ⇒ 00:45:21.449 Bobby Jenkins: in Google share. We could put it in the database. Yeah, yeah, you could put it in a tool. But there are tools like this and other tools. Ultimately, we’re trying to understand, does the document does the documents existing?

278 00:45:21.650 ⇒ 00:45:47.329 Bobby Jenkins: Ultimately, the problem here is like the medium of accessing this stuff. You have 50 documents to find the key PC. To go through all 50, maybe. Instead, we believe that you should just be able to ask the question, there still needs to be a document that ultimately there is a source of truth. Document. I think our question is, would you still want that to live in Google, we can make it look like a Google. Doc. Yeah.

279 00:45:47.510 ⇒ 00:46:01.339 Bobby Jenkins: my question, you know, I just started discussing this is, and this gets kind of technical, it may make more sense to put it in a in a relational database or a tool like the tool, because all these things are sort of linked together. And so

280 00:46:01.970 ⇒ 00:46:03.990 Bobby Jenkins: it’s sometimes you want to have like a

281 00:46:04.610 ⇒ 00:46:08.550 Bobby Jenkins: database structure. Now you can still view it as a document

282 00:46:09.150 ⇒ 00:46:14.850 Bobby Jenkins: like when you click on it, it would still read like a document, but he and I try underneath it. You may need to.

283 00:46:14.970 ⇒ 00:46:17.170 Bobby Jenkins: There’s a relational database or a.

284 00:46:18.000 ⇒ 00:46:34.049 Bobby Jenkins: I guess that’s gonna be my question, because something that I have found also being in the position that I’m in. I know Yvette has seen this as well is when it comes to these documents. And even though we have them in a specific place, it’s like, Okay, use this.

285 00:46:34.170 ⇒ 00:47:01.310 Bobby Jenkins: They go back to their own documents that aren’t updated, that aren’t. And so that’s where it’s like, okay, if we were to keep them still in the Google docs, but they would still have access to them. Right? We could store them. It sounds like that’s on here. We could store them somewhere just to have them right. Or this is something we just want to talk through like this needs to be

286 00:47:02.410 ⇒ 00:47:10.459 Bobby Jenkins: inputting AI in here. We want to make sure you can still have everything you want the, I guess, the most fundamental question.

287 00:47:10.730 ⇒ 00:47:20.130 Bobby Jenkins: So we’re gonna build an AI agent that answer questions that some Csr’s never read, never read the document again could be, but there still needs to be a

288 00:47:20.600 ⇒ 00:47:29.560 Bobby Jenkins: some equivalent of the documents you all can read and review. Do you? Do you want that to look exactly like the folder

289 00:47:29.870 ⇒ 00:47:30.820 Bobby Jenkins: 40.

290 00:47:31.130 ⇒ 00:47:36.270 Bobby Jenkins: Or do you have strong feeling like we have to figure out much latitude to take here?

291 00:47:36.974 ⇒ 00:47:40.339 Bobby Jenkins: Like we could recreate it in a Google folder.

292 00:47:41.210 ⇒ 00:47:52.619 Bobby Jenkins: But I just wonder, yeah, I think for me it would be understanding both that it’s like the maintenance process, right? So when new things are added, things are deleted or things are changed.

293 00:47:53.637 ⇒ 00:48:04.659 Bobby Jenkins: One agent is for the Csr’s or people over here to get a question

294 00:48:05.470 ⇒ 00:48:13.009 Bobby Jenkins: that, and that’ll that’ll just be a bot like, Hey, how do I do this? Or what’s up with that? And it it just goes and reads this

295 00:48:13.280 ⇒ 00:48:25.689 Bobby Jenkins: modernized document and answer the question, and it may give, give you more to read. If the person wants to read more for the you or the people who create, there’s also, Bob.

296 00:48:26.380 ⇒ 00:48:29.619 Bobby Jenkins: and all you just say is, Hey, I need to add knowledge to the knowledge base.

297 00:48:30.240 ⇒ 00:48:41.959 Bobby Jenkins: and it’ll start. It’ll go. Oh, is it a procedure? Is it a process? I think you like? What is it? And then you’ll go. It’s this, and you go. Oh, you know. Why do you want to add it so it’ll ask you for like, oh, we’ve got referring

298 00:48:42.250 ⇒ 00:48:44.809 Bobby Jenkins: questions, you know. They don’t know how to do. That’s great.

299 00:48:45.336 ⇒ 00:48:53.160 Bobby Jenkins: And it will just sort of interview you about. Okay, describe the general process great. And as you’re typing it in, maybe you don’t.

300 00:48:53.640 ⇒ 00:48:58.399 Bobby Jenkins: Typing quite right. Or there, you know, could be the spelling could be like, Hey, wait a minute, step 4

301 00:48:58.850 ⇒ 00:49:01.379 Bobby Jenkins: isn’t quite clear, because I’ve got another.

302 00:49:01.680 ⇒ 00:49:04.570 Bobby Jenkins: or it could say, Hey, we’ve got a process sort of like this.

303 00:49:05.300 ⇒ 00:49:10.309 Bobby Jenkins: you know. Does this change that process, or is this different? Like, so just sort of interview you

304 00:49:10.980 ⇒ 00:49:17.239 Bobby Jenkins: like, I just like this. Imagine you had an assistant you hired, and their job was to

305 00:49:17.830 ⇒ 00:49:30.569 Bobby Jenkins: listen to you and then do all the yeah. And at the end you go. It’ll probably does this look right like? It will say, Okay, here’s a drafted for you this right? You could go ahead

306 00:49:30.780 ⇒ 00:49:49.589 Bobby Jenkins: that, you know, change that word or whatever. And it might say, Does this need to be approved by anybody? So we can put an approval here? So you know, hey? Do you want me to run this by, you know, so it’ll have. It’ll know who the approvals need to be in research. So okay, great. I’ll let Kenny make sure he’s good.

307 00:49:49.620 ⇒ 00:50:02.040 Bobby Jenkins: and then it’ll go publish it, and now it’s in, though it’s there, for now it’s there for them to see, and it will be in the if you went and looked at this, you’ll see it. Yeah, right? And then we just have to figure out

308 00:50:02.870 ⇒ 00:50:05.330 Bobby Jenkins: the version. You will look at what that looks like.

309 00:50:06.410 ⇒ 00:50:11.190 Bobby Jenkins: because we don’t want to take it away. Okay, so it’ll store a new version. So that’s the thing that the Bigs are having is

310 00:50:11.660 ⇒ 00:50:39.979 Bobby Jenkins: for ours for our sake. To do this we may not necessarily need a document. However, it’s still important to see all of that. Yeah, if you still need to see it in one place. The safe bet is to keep it in a document. I think technically, we’ll see what’s what I’m saying. Maybe maybe there’s 1 file you click on it. It opens, and there’s just a table of contents. And you can just go to the section underneath that file. Maybe. Yeah.

311 00:50:40.630 ⇒ 00:50:47.340 Bobby Jenkins: something like a day like that. We like you, but you won’t care. You’ll just look at it as okay.

312 00:50:47.820 ⇒ 00:50:54.079 Bobby Jenkins: Did you see what I’m saying? So it’d be more like a master Doc, with a table of contents, but a small number of docs.

313 00:50:54.320 ⇒ 00:50:59.020 Bobby Jenkins: Yeah, I think I think the big question there is. If some stuff is better in a table format

314 00:50:59.160 ⇒ 00:51:23.880 Bobby Jenkins: like, or or long form Doc, or images or videos. I think you you’re just gonna have to dig it. He’s got a technical team we’ll look at. Yeah. I mean, the thing I keep coming back to is that the agent needs to be able to understand relationships between all these things, because there’s so many links. Okay, that’s a service description. That’s a product like, if you change something over here, you’ve got to make sure.

315 00:51:24.040 ⇒ 00:51:29.909 Bobby Jenkins: Yeah, it was updated over there, or it’s not inconsistent. So a lot of times when you write the stocks.

316 00:51:30.230 ⇒ 00:51:34.190 Bobby Jenkins: you’re just thinking in the streaming content, you forgot, it contradicts something you wrote

317 00:51:34.350 ⇒ 00:51:38.810 Bobby Jenkins: before. Yeah. And maybe it’s just a small conversation.

318 00:51:39.210 ⇒ 00:52:01.459 Bobby Jenkins: You know, there was a different partner like, yeah, but that does that definitely does have a link with the road angles. For example, you know, on that, I mean, I’m just thinking, can you walk through that example? So I mean the different type of rodent services we have. And this is where it does get a little tricky. And that’s why there’s a couple of docs in there that y’all probably sell

319 00:52:02.270 ⇒ 00:52:07.370 Bobby Jenkins: where I consider the hot topics is because of the rodent angles, because

320 00:52:07.500 ⇒ 00:52:18.730 Bobby Jenkins: if it’s a rodent angle customer, then what exactly. Does that cover? When do they get their inspection? What happens if they’re having issues now?

321 00:52:18.970 ⇒ 00:52:34.185 Bobby Jenkins: But then you have just your regular rodent customers. Who can have issues. What does that cover? Because they also have big boxes on the exterior of their home

322 00:52:35.050 ⇒ 00:52:38.450 Bobby Jenkins: would be so you got your service subscription.

323 00:52:38.580 ⇒ 00:52:52.210 Bobby Jenkins: which is a little bit abstract and theoretical. Right? It’s in sky. Somebody wrote it, you know, whatever. But then you get real life right. You get people. They had a trap. So the service description said this. But

324 00:52:52.840 ⇒ 00:52:53.720 Bobby Jenkins: yes.

325 00:52:54.370 ⇒ 00:53:17.540 Bobby Jenkins: you know. Then there’s a bunch of kind of contingent reality like I could read the service Scripture that just doesn’t say, what about this weird circumstance that really happens in real life? Or I have a back patio that’s not officially attached because it’s not cemented to the house. So that’s not covered. That’s the kind of wisdom

326 00:53:18.020 ⇒ 00:53:27.039 Bobby Jenkins: to the right word for this kind of stuff that this happens when you run a business. Yes, right. You got this service description, which sounds great in principle. Some general manager thought it up and blah blah.

327 00:53:27.410 ⇒ 00:53:30.960 Bobby Jenkins: and but then you just go do it. And then you run into all kinds of

328 00:53:31.350 ⇒ 00:53:50.790 Bobby Jenkins: we’re saying, is, it needs to get updated, disseminated. And then so she’s putting it in. So we just need

329 00:53:50.920 ⇒ 00:54:01.559 Bobby Jenkins: as many different kind of types of knowledge that she that they want. Yeah, the good news here is that there’s only 2 or 3 people that do that knowledge production. Yeah.

330 00:54:02.050 ⇒ 00:54:09.499 Bobby Jenkins: that’s a good. We, we definitely narrow that down. And the nice thing is this doesn’t have to be static. You just be, use it. Beside.

331 00:54:10.150 ⇒ 00:54:35.360 Bobby Jenkins: I I want. I needed to put some additional kind like the AI will be able to come up with new document formats and stuff which I think is great, because now that I’m thinking about our training stuff and talking to them, there’s so much probably that’s in there that’s repetitive it is, or it’s specific to new hires, and maybe we pull. That’s why I like the way you broke it down right there. You had the frequently asked questions. And I think that’s because everything’s just kind of combined together. Right versus

332 00:54:35.360 ⇒ 00:54:52.390 Bobby Jenkins: what is this right here? Right? And these are your frequently questions. And then these are the how to. And then you got your protocols. So what you may have underneath you may have underneath some mastered up thing. Let’s call this database for just whatever, and you may actually produce those documents as artifacts.

333 00:54:53.870 ⇒ 00:54:58.140 Bobby Jenkins: so they can read and see them. You know what I mean. But underneath their there being.

334 00:54:58.680 ⇒ 00:55:02.430 Bobby Jenkins: And so you probably want to make them read. Only, oh.

335 00:55:03.930 ⇒ 00:55:08.150 Bobby Jenkins: yeah, that’s true. If you’ve got a 2 level. Yeah.

336 00:55:08.330 ⇒ 00:55:13.372 Bobby Jenkins: Yeah. Cause I’m right now, like as I’m looking at everything under test

337 00:55:14.170 ⇒ 00:55:21.479 Bobby Jenkins: for me. And this is kind of where we where we stayed stuck at right, because I always put myself in the customer in the Csr’s position.

338 00:55:21.490 ⇒ 00:55:29.779 Bobby Jenkins: I’m just not going to go through all that. So when I was working with their native person, or originally. Is there a search key that I could just go to get my answer? If I do those things?

339 00:55:29.780 ⇒ 00:55:54.690 Bobby Jenkins: Yeah, it’s just not a very good searching over. Does someone maintain this Google site right now, like overall or sort of it is out of the project. It’s out of date right now. It’s out of date right now, because again, we built this in with the intent with someone being in charge of that and things being communicated with us. But it is, it’s a lot to do the bigger thing that we run into a lot that I would like.

340 00:55:54.690 ⇒ 00:56:03.779 Bobby Jenkins: Fix again. Thinking about the customer experience. Are those little one of these things that come in that are outside the box. Right? We know what this is. But what if this right

341 00:56:03.990 ⇒ 00:56:08.196 Bobby Jenkins: can I go back to the questions that when these are the questions.

342 00:56:09.070 ⇒ 00:56:27.029 Bobby Jenkins: what usually happens? So you, you send us an email. What that means is they can’t answer a customer’s question, what do they say? Hey, I’ll call you back. Yeah. And let’s take the road in annual like, let’s take this patio question, I think. And let’s walk this through. Yeah perspective of a customer

343 00:56:27.030 ⇒ 00:56:35.179 Bobby Jenkins: conversation. Is it like, this is great question, because we’re doing training on this because we were listening to a lot of I was. I’ve been listening to a phone call because I’m trying to.

344 00:56:35.180 ⇒ 00:56:57.500 Bobby Jenkins: How do we bridge some of these gaps? Right? But it is I get a call. I can’t answer. And you could hear. They’re asking someone that someone they’re trying to get a hold of is busy or something. Yeah, exactly. They come back and say.

345 00:56:57.670 ⇒ 00:56:59.210 Bobby Jenkins: I’m gonna call you back.

346 00:56:59.400 ⇒ 00:57:17.549 Bobby Jenkins: and then they probably don’t get. I don’t know if you track that level of callbacks, stats, and all that kind of stuff. You could really lose a lot of ground on that. Oh, yeah, we we’ve cleaned some of that up. And so so that’s interesting. Because if you have to call a client back.

347 00:57:18.140 ⇒ 00:57:40.110 Bobby Jenkins: just normal call center behavior, you have a pretty high failure rate plus frustration goes way up and all. There’s all kinds of bad stuff. If you can answer a question in the flow of while they’re on your headset, hold on a second, let me ask. We may or may not name this thing that’s up to you. Let me ask Andy, or and they just go, hey, Andy? And they go. Oh, yeah, it looks like this. Now you’ve kept them on the call.

348 00:57:40.870 ⇒ 00:57:51.269 Bobby Jenkins: All your staff. Oh, oh, yeah, that experience, I mean, that’s this is where I wanted to have this conversation. That’s the gap. Do you know what percent of calls end up having at callbacks?

349 00:57:52.370 ⇒ 00:58:07.879 Bobby Jenkins: Oh, gosh, no, I know, for normal call centers like it depends that I’m used to like like a dell, right? Just taking millions and millions a day depending on the service line.

350 00:58:08.340 ⇒ 00:58:11.750 Bobby Jenkins: Normally, what they do is they just escalate?

351 00:58:11.990 ⇒ 00:58:30.009 Bobby Jenkins: Yeah? And so, but and it ends up in India, right? Starts in Boston and goes to Tennessee in the floor. Then India, which is bad enough. These escalations, and then are the whole time, and then the Ivr and Acd make you reenter. You know you we’ve all been through, and even if the escalations take a minute, there’s a hang up time

352 00:58:30.580 ⇒ 00:58:39.569 Bobby Jenkins: right? And so, even if there’s no call back. So the normal, the normal abandonment rate for escalations is like 30% of tier

353 00:58:39.950 ⇒ 00:58:47.830 Bobby Jenkins: big people to stay up like. And then, now, their computer doesn’t work like. And

354 00:58:47.990 ⇒ 00:59:04.389 Bobby Jenkins: some call center managers going? Oh, no problem. I close the call the customer, fix it to go buy somebody else’s product. So so do tell them to call back to the right thing to do, because you don’t want to make them be on hold. But you’re gonna have a high.

355 00:59:04.580 ⇒ 00:59:27.020 Bobby Jenkins: and I don’t know in the ticket how you do that, do you ever market like they? I never talk like. Is there a ticket code on that that you say in our evolve? Once we’re looking at calls. I mean, we can see, and it’s all noted. So let’s say I get a call. Somebody has to be at the porch thing, whatever that they didn’t know they can’t find it go, for they can’t find it. Okay, I’ll call you back

356 00:59:27.580 ⇒ 00:59:36.359 Bobby Jenkins: great. I’m sure. They put that in the ticket. They just never get a hold of them. They try, they find out. They send the email. They find out about the worst thing tomorrow

357 00:59:36.520 ⇒ 00:59:38.140 Bobby Jenkins: how they try calling back. Then

358 00:59:38.300 ⇒ 00:59:44.050 Bobby Jenkins: she’s never answered the call. Did she close the ticket out with, yeah. So I mean, I know

359 00:59:44.700 ⇒ 00:59:53.629 Bobby Jenkins: they put the notes in the account, and they probably never follow back up. So yeah, that’s that’s what they do. So usually, we’ll probably want to some more like reason. Code. Yeah. So

360 00:59:53.990 ⇒ 00:59:58.170 Bobby Jenkins: that’s a different one. Yeah, exactly. Okay. So

361 00:59:58.980 ⇒ 01:00:07.349 Bobby Jenkins: so that’s really interesting. Because I think a primary goal with them can be where Csrs don’t have to

362 01:00:07.810 ⇒ 01:00:25.209 Bobby Jenkins: call back because they can answer a question in like that’s a really nice call. And the empowerment just overall. You’d be able to do that even when you’re talking about an escalation, because we have escalation processes in the 1st 60 days you would notice and go. Wow! That’s really neat, you know.

363 01:00:25.630 ⇒ 01:00:28.679 Bobby Jenkins: That’s a very tangible thing right for you, though. Okay?

364 01:00:29.180 ⇒ 01:00:30.460 Bobby Jenkins: So

365 01:00:32.080 ⇒ 01:00:47.350 Bobby Jenkins: so can we walk through the the annual wrote an annual just yeah. The full loop, as like an example loop of how customer calls about the patio issue, and then just walk through ideally something where it’s

366 01:00:47.680 ⇒ 01:01:03.240 Bobby Jenkins: but it is where a customer will call in in regards to rodents or a dead smell. Okay, let me see if I can

367 01:01:03.240 ⇒ 01:01:17.723 Bobby Jenkins: get that answer. Hold on one second. They’re not able to get in touch with Shannon. If it’s in the San Antonio office they will. If they can’t get in touch with Shannon or Kenny, they’ll hey, Denise, can you help me

368 01:01:18.370 ⇒ 01:01:43.759 Bobby Jenkins: so. And I will, I’ll definitely help them as much as I can. That’s just they’re just asking. We use chats, too, Google Chats, Google chats. Okay, yeah, and so if they don’t get a response through a chat from either Shannon, Kenny, or myself right then and there, then it’s

369 01:01:44.020 ⇒ 01:01:46.689 Bobby Jenkins: an email, and they call the customer.

370 01:01:47.470 ⇒ 01:01:52.570 Bobby Jenkins: I see. So the answer would be, if I can’t find it now through chat.

371 01:01:53.540 ⇒ 01:01:58.659 Bobby Jenkins: then let me call you back. Okay. And just to complete the loop.

372 01:01:59.200 ⇒ 01:02:02.249 Bobby Jenkins: she would. Then, if you believed it was

373 01:02:02.520 ⇒ 01:02:04.750 Bobby Jenkins: gonna occur again, you’ll you’ll then

374 01:02:05.280 ⇒ 01:02:16.200 Bobby Jenkins: create a whatever but hot topic documents don’t get there.

375 01:02:16.310 ⇒ 01:02:30.239 Bobby Jenkins: So the question migration goes from these 2 people that are primary contact. She’s not the primary contact. Then it needs to get to her. She decides to synthesize now. So that’s that’s got some loss. That’s a little loss. Yeah.

376 01:02:30.410 ⇒ 01:02:40.788 Bobby Jenkins: yeah, that does. Because the only reason we find out a lot about is because we do a lot of Qa. So

377 01:02:41.460 ⇒ 01:02:45.550 Bobby Jenkins: it’ll just behave like the 3 of you did. So if it can’t answer it.

378 01:02:45.960 ⇒ 01:02:54.750 Bobby Jenkins: which it won’t be able to answer everything right? Because let’s let’s say there’s no knowledge you just haven’t. Then it will in real time ask you.

379 01:02:55.400 ⇒ 01:02:58.630 Bobby Jenkins: you know, hey? We have a question, and

380 01:02:58.860 ⇒ 01:03:04.979 Bobby Jenkins: in your answer to it it may interview you and actually just create that note. So you could create like a real time.

381 01:03:05.270 ⇒ 01:03:13.790 Bobby Jenkins: ask and answer, knowledge, maintenance kind of loop, so that now for the tougher stuff, you still want to sit down and create, you know, a longer document. But

382 01:03:14.530 ⇒ 01:03:38.240 Bobby Jenkins: and during these calls are. They have something up in front of them like a cheat sheet, or like they do, and that’s no. We work on the 3 screens, so they do have evolved. They’ll have their Google drive their Google docs up. And then the laptop they use for their phone system. So they do work off of the 2 screens.

383 01:03:38.900 ⇒ 01:03:40.680 Bobby Jenkins: 95% of the time.

384 01:03:40.820 ⇒ 01:03:45.969 Bobby Jenkins: And that’s what they’re looking for. And they are headsets.

385 01:03:45.970 ⇒ 01:04:01.879 Bobby Jenkins: And so they are looking through the drive, and when it is rodent season, or it’s like, Hey, we’re getting ready for spring. Let’s look at fleas and ticks, you know. That’s going to come up. I have a flea and tick cheat sheet, so that’s something that they’re going to keep.

386 01:04:01.880 ⇒ 01:04:19.810 Bobby Jenkins: But walk around there because I say hello to everybody. They do not have that they have when you have.

387 01:04:20.580 ⇒ 01:04:46.910 Bobby Jenkins: I know it sounds ironic, but we have helpful people, managers, folks like yourself. It’s always easier to ask someone to look at another makes it easier. Because if I could just go type in help somebody, I don’t want to go read this thing. So

388 01:04:46.960 ⇒ 01:04:56.780 Bobby Jenkins: what happens when they’re busy when we’re in season, and that that’s where that stuff is just like, so we have our main goal for today is to really understand this architecture.

389 01:04:56.940 ⇒ 01:04:57.850 Bobby Jenkins: We’re gonna

390 01:04:58.130 ⇒ 01:05:18.590 Bobby Jenkins: put them together, kind of a detailed proposal how to look for you. But part of this we need to figure out for the agents how they use them. One could be. They’re just a chatbot in. Yeah, but we don’t. We don’t want to introduce any new tools, because then you have to learn, it could be. That’s just one other person.

391 01:05:18.590 ⇒ 01:05:34.699 Bobby Jenkins: And because the one of the big problems with AI and anything is like we can’t, and not because and again, the reason I even got into this is, I

392 01:05:34.760 ⇒ 01:05:55.039 Bobby Jenkins: run a consulting business, and we have just the same thing. We have escalations for all types of questions, and but we had it in our slack where you could just say, like, I need this thing, what is it? And the medium of interaction really, really matters like, you know, people are not going to go to another tool just like they’re not going to go to Google docs. So that’s the truth is, wherever they are doing work.

393 01:05:55.580 ⇒ 01:06:10.889 Bobby Jenkins: there, that’s where you want this to be. And I wanted to mimic interact with a human as much as possible, because it short circuits us from being. Oh, this is a doc, or should start with it as a chat. It’s just an interview chat right? What’s really

394 01:06:11.280 ⇒ 01:06:26.900 Bobby Jenkins: interesting to me? We’ll do this later is you’re gonna be able to do it with voice really quickly. So you can just do it in the headset.

395 01:06:27.270 ⇒ 01:06:43.529 Bobby Jenkins: or eventually it could just listen in the conversation. So now you can either go. I just noticed, by the way, I noticed you’re talking

396 01:06:44.286 ⇒ 01:06:49.830 Bobby Jenkins: know. I’m probably going ahead of time. But it’s

397 01:06:50.120 ⇒ 01:07:14.219 Bobby Jenkins: so when you know, let’s say we get this going. Everything these questions right here. You said we’d be able to go in there and pull data off of that to see. Okay, we’re asking these same questions over here. That kind of turn into like, Hey, we need a so ideally, what will happen is basically log. Similarly, you have phone logs. You would see every interaction of a person with a bot.

398 01:07:14.320 ⇒ 01:07:37.970 Bobby Jenkins: And then on top of that, we basically give like a recommendation action to take. Is there a document that needs to get updated? Is there another action that gets taken. And that would be the reporting for you guys as the owners of the system, to see how many interactions are we having? What are people asking things like that? Okay

399 01:07:38.130 ⇒ 01:07:49.929 Bobby Jenkins: for you, because I get real excited about training stuff, very passionate about training what you’ll be able to do once we get this up and running is, you’ll be able to go describe a training.

400 01:07:51.670 ⇒ 01:08:05.960 Bobby Jenkins: Let’s call it experience that you want. You’ll say, I want 25 min podcast that people can listen to once a day in their car on their commute. It’ll generate a pod on his topic.

401 01:08:06.180 ⇒ 01:08:09.980 Bobby Jenkins: And I want a 4 question test module at the end.

402 01:08:10.140 ⇒ 01:08:14.599 Bobby Jenkins: and I want these people to take it, and it’ll generate that training content for you.

403 01:08:15.070 ⇒ 01:08:20.809 Bobby Jenkins: and it’ll go. Say, Hey, you know, we’ve got a new weekly thing for me to listen to, and it’ll do the test.

404 01:08:21.050 ⇒ 01:08:27.710 Bobby Jenkins: It’ll do testing. It’ll it’ll create graphics. It’ll you can do anything with it in terms of training materials.

405 01:08:27.910 ⇒ 01:08:32.620 Bobby Jenkins: So it’s gonna it’s gonna be very powerful tool.

406 01:08:32.979 ⇒ 01:08:34.020 Bobby Jenkins: You’ll look like it.

407 01:08:35.109 ⇒ 01:08:36.270 Bobby Jenkins: Because

408 01:08:36.779 ⇒ 01:08:47.360 Bobby Jenkins: training, as I’m sure you know, because you do it. The trick is, when do I deliver it? What’s it? What form is it in? How can they pay attention? And everybody learns differently. Everybody learns differently.

409 01:08:47.359 ⇒ 01:09:09.249 Bobby Jenkins: you know, or maybe just go tell it, create a custom training program for this person for the next 3 months.

410 01:09:09.470 ⇒ 01:09:15.080 Bobby Jenkins: and and then they do it, and you just decide when they do it. Maybe they get an hour. We can do it, or whatever.

411 01:09:15.220 ⇒ 01:09:35.560 Bobby Jenkins: And and, by the way, test them and give them on. You know, it’s like that, because that is very specific. You actually know versus, okay, you’ve kind of got the feeling that this is kind of the the what we’re hearing. But this right here, it’s like, you know, you know, it’s huge. You focus on what needs to be focused on. Okay.

412 01:09:36.260 ⇒ 01:09:57.899 Bobby Jenkins: okay, Tom. So I you only missed a little bit. I’ll I’ll write this down for you. So why don’t you talk through a little bit? What our approach is going to be for the very 1st step. Yeah, so and we can just brainstorm that a little bit. Yeah, I mean one of the things that we want to do is basically get all the documents into

413 01:09:58.050 ⇒ 01:10:18.729 Bobby Jenkins: one or many of these categories. And so what we’re what I know. I messaged Tim. I think I’m still waiting on some access is to get access to all these and start to bring it to our team to look through and basically analyze. The second step is going to start to like clean a little bit of that up and not impact anything that exists, but sort of begin

414 01:10:18.890 ⇒ 01:10:23.720 Bobby Jenkins: to synthesize, reduce the amount and bring into a space where you guys can say.

415 01:10:23.800 ⇒ 01:10:46.979 Bobby Jenkins: this is everything in one form or another. In parallel. We’re gonna start building the agent so ideally, however fast I can get that, I’ll give it to the team. They I was talking to them today. They’re like, I don’t know if we get something by tomorrow. I’m like, just put something together for tomorrow. But ideally, if we can get access to those documents today, I can hand that off.

416 01:10:47.020 ⇒ 01:10:55.590 Bobby Jenkins: And ideally, throughout this whole process that we work with you guys this month, you’ll have access to that right. And the crew, that’s all

417 01:10:56.080 ⇒ 01:11:16.339 Bobby Jenkins: live. You’ll be able to see and watch. And actually, we want you guys, we want to see your questions because our questions will just be synthesis of what you guys are saying to test. But we will start to see how you guys interact with it. And you guys will quickly become the users that

418 01:11:16.340 ⇒ 01:11:31.960 Bobby Jenkins: you’ll know exactly where your Csrs are going to go. There’s an experience right? And so that is our, that is typically our process. Yeah, to summarize, there’s 2 layers to this. The 1st is to take the documents themselves, understand them.

419 01:11:32.000 ⇒ 01:11:35.259 Bobby Jenkins: ask questions about them, categorize them to this point.

420 01:11:35.860 ⇒ 01:11:41.659 Bobby Jenkins: and that should be easy. You can answer questions about that and then create whatever it is. New

421 01:11:41.900 ⇒ 01:11:44.569 Bobby Jenkins: document structure is we don’t know yet. But

422 01:11:46.070 ⇒ 01:11:54.380 Bobby Jenkins: you know, there’s gonna be some sort of new improved document structure, and that’s a little bit of engineering work that we’ll do. And then there’ll be these 2 agents

423 01:11:54.840 ⇒ 01:12:02.189 Bobby Jenkins: that will basically, all they’re doing is reading and update itself. Yes, right? And then you’ll be able to see and interact with those agents. At 1st they’ll be

424 01:12:02.440 ⇒ 01:12:20.099 Bobby Jenkins: not very smart, but then, as the document gets put together, they’ll just get smarter and smarter and smarter. Yeah. And then at some point, you’ll just decide. Yeah, this is very. But I imagine you guys have done this for so long. You’ll know like.

425 01:12:20.520 ⇒ 01:12:42.689 Bobby Jenkins: that’s the feeling we want to get to and in order to do that, we want you guys to test with us. Yeah. Now, the other thing we’re going to need. But you’ve got the we’re going to need access. So we get the files from them. We’d have some questions about the document. Yeah. The other thing is, we need some access to the couple of side pieces. So I asked him for. But we need to get at their Api, yeah.

426 01:12:42.990 ⇒ 01:12:44.449 Bobby Jenkins: And so there’s a little bit of

427 01:12:44.690 ⇒ 01:12:48.030 Bobby Jenkins: magic ticket. Here we go, and we have to figure out

428 01:12:48.670 ⇒ 01:12:58.679 Bobby Jenkins: account wise how you do that. There’s just some tricks, because each Csr is a different login. Id. I don’t know if you have to access it as the Csrs.

429 01:12:59.380 ⇒ 01:13:04.032 Bobby Jenkins: No, I’m getting over my skis. But let’s say we have a

430 01:13:04.800 ⇒ 01:13:10.289 Bobby Jenkins: What’s it? Called them all. Each one has a different login. So they have their own different

431 01:13:11.015 ⇒ 01:13:17.850 Bobby Jenkins: sub accounts there. So we we ask for a service account access basically

432 01:13:18.490 ⇒ 01:13:22.140 Bobby Jenkins: to the system, and then they would interact with the chat.

433 01:13:22.320 ⇒ 01:13:33.519 Bobby Jenkins: And everything’s authorized under one domain. Is that what you’re trying to figure out which credential the agent operates with, oh, so we would have a service account credential, right? And that should be fine.

434 01:13:33.800 ⇒ 01:13:44.279 Bobby Jenkins: The only trick is there may be, let’s say, the person. So we would also know we would, we would be able to tell who is chatting. So we’re gonna need basically administrator.

435 01:13:44.610 ⇒ 01:14:04.540 Bobby Jenkins: Yeah, I’m working with him on like what the degrees are. And now that I know we’re, we’re sort of focused on this, I can do that. So I’m working with him on getting that authorized. Okay, that should be fine. I think the only other thing, Scott, that came up in here about this is, I wonder if we should try to see if we can get some of the audio files itself

436 01:14:05.530 ⇒ 01:14:10.749 Bobby Jenkins: most time. We want emails and and audio files.

437 01:14:10.930 ⇒ 01:14:18.120 Bobby Jenkins: I I do think that if if you have a subset of of calls, basically any number

438 01:14:19.440 ⇒ 01:14:34.570 Bobby Jenkins: like ideally, those are really even a better. Yeah. So if we can get, we can get anything of that around. Pest one, I mean, it’d be great. I want to have our team go. Listen to those

439 01:14:34.650 ⇒ 01:14:53.770 Bobby Jenkins: sort of get a little bit familiar with really like what the pain is. The second thing is ideally the input. To what else should be created should come from those calls being like, Hey, we just received 10 questions on this topic. And this needs to be updated.

440 01:14:53.900 ⇒ 01:15:16.380 Bobby Jenkins: So plug into that loop. But you’re right. We could. Yeah, we could pause that. But they’re doing it right now in escalations. Ideally, some of that would come from the bot is getting chatted with about this 5 questions. Something else come with, hey? We recognize in the last 50 calls that maybe we did the wrong thing right? So I think that could be a spot when Matt.

441 01:15:16.580 ⇒ 01:15:44.030 Bobby Jenkins: Well, the day you guys came in I was meeting with Matt, because that’s we hadn’t built the layer back as bad as as much as we did the last time. But we did do an exercise specifically for our electric train, right? Because we wanted to do a deep dive. So we went to each and every 900 calls that came through. And that data was amazing. Okay, how many calls came into schedule? How many did we actually? Why didn’t we schedule those calls? And it just kind of gave us a picture like, Hey, here’s

442 01:15:44.279 ⇒ 01:15:51.020 Bobby Jenkins: did you look at any of the contents of the calls in that exercise. And then what were sort of some of the things that you

443 01:15:51.210 ⇒ 01:16:08.510 Bobby Jenkins: you found looking at the transcripts themselves. So so again, the scheduling piece of it customers. They’re like calling in for pricing a lot of them. Okay, giving the pricing and what we noticed with some of our with some of our agents, and this is where our business gets a little crazy. So each market

444 01:16:08.540 ⇒ 01:16:24.290 Bobby Jenkins: we have a different price diagnostic fee. So sometimes some of those customers will be that too high when they were giving them the Austin price, not the San Antonio price. So you know, you would get some of those phone calls that we were losing because of those things, or you would have

445 01:16:26.010 ⇒ 01:16:45.180 Bobby Jenkins: you would have calls where the they were calling specifically for questions like, we were talking about. The agent couldn’t answer those questions, so they would get escalated that to somebody else, somebody else. So we don’t even know if that customer got called back or not on the proposal. Okay, yeah. And then, when you look at an individual call, what are some of the tags that you guys have currently.

446 01:16:45.390 ⇒ 01:17:07.489 Bobby Jenkins: is there? Is there a reason Field is there? We should have? By the way, that’s that’s 1 of these. We should either get from the Api. I’m using the word ticket. But you know, however, you log calls reason codes codes. There’s a ton of metadata you want to find from there

447 01:17:07.550 ⇒ 01:17:16.360 Bobby Jenkins: you could also get if that system probably also keeps generate some reports. Yeah, which are number escalated after all that, like.

448 01:17:16.500 ⇒ 01:17:21.419 Bobby Jenkins: you know, I probably get monthly reports of that stuff or weekly reports.

449 01:17:21.560 ⇒ 01:17:24.249 Bobby Jenkins: So getting those would probably also help.

450 01:17:25.330 ⇒ 01:17:28.870 Bobby Jenkins: Yeah, the only other thing Scott is also for the

451 01:17:28.980 ⇒ 01:17:34.590 Bobby Jenkins: when people are interacting with the agent on a call for it to actually help pull up information about the customer.

452 01:17:35.540 ⇒ 01:17:44.329 Bobby Jenkins: Well, they’ve got a pretty good system for that. I’m assuming they’re just going to hear sort of like. Well, that

453 01:17:44.440 ⇒ 01:17:46.549 Bobby Jenkins: they, from what I could tell, they kind of

454 01:17:47.000 ⇒ 01:17:52.669 Bobby Jenkins: pretty good job of that, like they’ve got a pretty good, comprehensive, just

455 01:17:53.430 ⇒ 01:18:08.729 Bobby Jenkins: customer database, which will show histories. Okay, all histories, what they own, what they pay for like. Yeah. So right now, our system doesn’t connect into evolve right? So like I would love, for they it automatically connects to evolve to track that

456 01:18:08.910 ⇒ 01:18:13.160 Bobby Jenkins: call. But we want to bite that off later. This is what these are all hard problems.

457 01:18:13.770 ⇒ 01:18:18.630 Bobby Jenkins: You’re fairly mature for a small company in 2 or 3 areas, right? So in the

458 01:18:18.920 ⇒ 01:18:26.310 Bobby Jenkins: in the customer call tracking system. You got a good system for doing call routing and stuff like that. Those are all things a lot of people wouldn’t have.

459 01:18:27.100 ⇒ 01:18:30.409 Bobby Jenkins: This isn’t quite as mature. But that’s okay. This is the edge.

460 01:18:30.820 ⇒ 01:18:35.959 Bobby Jenkins: And then longer term. You can actually just do AI in the flow of calls. That’s

461 01:18:36.430 ⇒ 01:18:37.829 Bobby Jenkins: where this can all go

462 01:18:40.210 ⇒ 01:18:44.410 Bobby Jenkins: But I think what we’ll find when we look at their systems, that they’re pretty mature across this point.

463 01:18:49.740 ⇒ 01:18:57.079 Bobby Jenkins: So we within some period of time. After rolling this out, you’re able to say, I have cut down

464 01:18:58.300 ⇒ 01:19:01.650 Bobby Jenkins: where we want to call these escalations or callbacks whatever by

465 01:19:02.570 ⇒ 01:19:07.469 Bobby Jenkins: 25% or so you’ll be excited, I will, and it will save your time

466 01:19:08.090 ⇒ 01:19:12.730 Bobby Jenkins: to create and like, if this just cleaner documentation is.

467 01:19:13.050 ⇒ 01:19:20.418 Bobby Jenkins: you’re able to easier put stuff in here that’ll be with you absolutely. I’m so excited

468 01:19:21.930 ⇒ 01:19:37.690 Bobby Jenkins: I can’t. I can’t express the customer experience that experience on the phone just because I’ve been on the other and listen to those phone calls. And I know the challenges for those, because we have so much to know. Yeah, it’s a lot. Yeah.

469 01:19:38.070 ⇒ 01:19:51.519 Bobby Jenkins: it’s a lot. And then when you bring in an 8, I mean, it’s a hiring. We got to go through the 4 to, you know, to the 6 to 7 week training.

470 01:19:51.630 ⇒ 01:19:52.820 Bobby Jenkins: That’s a lot of money.

471 01:19:54.710 ⇒ 01:20:01.120 Bobby Jenkins: I mean, and we do that. It’s almost it’s almost their full 90 days. But we I mean, we even let them know

472 01:20:01.310 ⇒ 01:20:21.690 Bobby Jenkins: looking at, you know, new hires being able to start with them to doing a 90 day because we do their 90 day check-ins, and we do one every so often and at 90 days we’ll ask, and seeing the difference from the 1st time that I meet with them and their 1st check in at like 1530 days. It’s

473 01:20:22.150 ⇒ 01:20:30.430 Bobby Jenkins: oh, my gosh! I’m overwhelmed. This is so much. How am I gonna learn all this to at 90 days. They’re just now starting to fill.

474 01:20:30.770 ⇒ 01:20:33.097 Bobby Jenkins: Okay, I’m comfortable. I can sit back

475 01:20:40.025 ⇒ 01:20:59.180 Bobby Jenkins: requirements for people.

476 01:20:59.180 ⇒ 01:21:24.020 Bobby Jenkins: Yeah. And right now, we use 8 by 8.

477 01:21:24.020 ⇒ 01:21:48.579 Bobby Jenkins: So that’s what we’re trying to work right now to see. Okay, how do we incorporate that this right here is very interesting to go in there?

478 01:21:48.580 ⇒ 01:22:13.770 Bobby Jenkins: We couldn’t schedule. We lost 75 phone calls. Because.

479 01:22:14.330 ⇒ 01:22:25.249 Bobby Jenkins: oh, I was just showing him the all data, the deep dive that we went in there to look at the type of phone calls that were coming in for our electrical. And no, that’s I say, they’re pretty processed material.

480 01:22:25.430 ⇒ 01:22:30.099 Bobby Jenkins: The reports they get in their 2 systems, their- their call routing system, and then their

481 01:22:30.420 ⇒ 01:22:33.330 Bobby Jenkins: crm of all system will have really good interpreters. There

482 01:22:33.510 ⇒ 01:22:35.340 Bobby Jenkins: sounds like we could add a few more

483 01:22:36.804 ⇒ 01:22:46.659 Bobby Jenkins: guess. My only other question is, how can we help get access? Moved along from Tim, you know, like.

484 01:22:46.780 ⇒ 01:23:05.949 Bobby Jenkins: Oh, the it, guy! I was trying to get a hold of him yesterday, but I couldn’t reach him. He did, he did respond. I was already working, was responding, I know.

485 01:23:06.689 ⇒ 01:23:11.079 Bobby Jenkins: Have you figured out what? Where we’ll set up the

486 01:23:11.520 ⇒ 01:23:23.790 Bobby Jenkins: for lack of better term sandbox on. Yeah. So in terms of like security requirements. Tim was like pretty flexible in terms of making sure everything’s under the domain. We will have something that you can interact with that’s

487 01:23:23.970 ⇒ 01:23:31.299 Bobby Jenkins: ideally behind your Google login where you can just chat. We should have something by tomorrow. I think

488 01:23:31.860 ⇒ 01:23:33.010 Bobby Jenkins: whether that

489 01:23:33.430 ⇒ 01:23:36.739 Bobby Jenkins: and I don’t know. It may take us a little bit of time to get that into Google chat.

490 01:23:37.324 ⇒ 01:23:38.659 Bobby Jenkins: But I feel like

491 01:23:39.420 ⇒ 01:23:43.930 Bobby Jenkins: there will be chat Apis that we can interact with. You’ll basically be able to chat with the persona there.

492 01:23:44.070 ⇒ 01:23:46.170 Bobby Jenkins: So that would be my goal

493 01:23:46.350 ⇒ 01:24:06.490 Bobby Jenkins: as soon as possible is to you’d be a primary person that can start talking about the details of the Doc structure access to all of the docs. The only thing is there are some that are in there that I’ve noticed that a trainer has added, but when it comes to pests I have access to.

494 01:24:06.650 ⇒ 01:24:32.739 Bobby Jenkins: So there’s 1 file I keep bringing up a bit that it’s in. I can’t remember which folder yeah, you had mentioned, and then one of the dots is. It’s a spreadsheet, but it’s got

495 01:24:33.490 ⇒ 01:24:38.980 Bobby Jenkins: 25 tabs. It’s got something, march something February like it’s got every

496 01:24:39.310 ⇒ 01:24:48.099 Bobby Jenkins: I’m pulling it up it’s got. It’s the biggest hodgepodge of information I’ve got a tab open.

497 01:24:48.660 ⇒ 01:24:49.510 Bobby Jenkins: I’ll show it to you.

498 01:24:50.450 ⇒ 01:25:06.070 Bobby Jenkins: It’s crazy. That one is a lot of info. And I’m like, okay.

499 01:25:06.720 ⇒ 01:25:17.309 Bobby Jenkins: But look at that. So FAQ inspectors in the house, Austin. Scheduling guidelines awesome commercial. There’s a map of Austin. Here’s the

500 01:25:17.820 ⇒ 01:25:26.220 Bobby Jenkins: for some reason there’s a tab for specific months down. Here’s tree. Here’s compost. Here’s landscape. Here’s

501 01:25:26.660 ⇒ 01:25:40.320 Bobby Jenkins: Bell County. Here’s irrigation. Here’s holiday like Bistro, like like I know, and they’re like. So I sort of clicking on the links. And like, Wow, this thing.

502 01:25:42.020 ⇒ 01:25:43.160 Bobby Jenkins: what comes to hardware?

503 01:25:43.730 ⇒ 01:25:45.130 Bobby Jenkins: But is this like?

504 01:25:46.740 ⇒ 01:25:54.409 Bobby Jenkins: Is this like reply like, is it? Just? What is that? Who would use that? Because I can’t imagine a Csr going to that?

505 01:25:54.680 ⇒ 01:26:21.560 Bobby Jenkins: That they do. Well, they’re expected to do. They know. No, that’s what I was saying earlier, like, everything’s in there. Like, I look at this, I’m like, Okay, that’s what drives the whole. Let me just ask. Something’s just like 3 lines. I love it. It’s like a stream of consciousness, but everything’s in here. It’s all there, though.

506 01:26:22.270 ⇒ 01:26:31.120 Bobby Jenkins: So some and some of it overlaps another document. It does. Some of it overlaps other other. But when we’re gonna find in here, it

507 01:26:31.300 ⇒ 01:26:39.409 Bobby Jenkins: which we’re gonna find in here is there’s a lot of things that we can convince. Yeah, like, there’s stuff that I guarantee that we’re repeating ourselves and doing

508 01:26:39.780 ⇒ 01:27:05.020 Bobby Jenkins: just getting the access to dream and our service agreements. You’re gonna not have the questions that come out when we’re when we’re taking those phone calls. I mean, if I’m able to go in there and say, Okay, lawn mowing, because we have 4 or 5 different lawns that we have a 22 program, we have a 43 program. And so if you’re able to go in there and say, Okay, I’m you’re calling me Scott. I didn’t get my mo done this month, and then I look at the program. Oh, he has a premier service.

509 01:27:06.646 ⇒ 01:27:13.150 Bobby Jenkins: All that goes away.

510 01:27:13.250 ⇒ 01:27:28.169 Bobby Jenkins: So is it fair to say a lot of this stuff is information is somewhere else that you just pull together almost like a table. It’s like a table, because everything in here is a link. So it’s like a master, a couple of table.

511 01:27:28.210 ⇒ 01:27:54.629 Bobby Jenkins: We can’t write an input you can’t like. So you need something that’s agnostic. Yes, that’s going to take both. Yeah. And then then you have what we call our guides that. Okay? So now you have the question right? There’s the agreement. How do I go schedule that? Because that’s now the step by step that you go through and evolve. So we’re kind of piecing all that together. So again, I like the way you guys broke that down because I want to know the how to’s I’m coming here.

512 01:27:54.810 ⇒ 01:28:12.179 Bobby Jenkins: What are those numbers? Okay, so this is a lawn mowing crew. Yeah. So they’re a lawn mow crew. Number 73. But they’re commercial. And and is that this is their main. Where is that number?

513 01:28:13.156 ⇒ 01:28:19.030 Bobby Jenkins: So this is an actual record number. It is that she’s

514 01:28:19.130 ⇒ 01:28:33.990 Bobby Jenkins: did you log into, evolve and pull it out, or like, how did you know that you log into evolve? We have. The technicians are set up that way so, and the long log into evolve scraping like the other term stuff out of there dumping in a spreadsheet

515 01:28:34.210 ⇒ 01:28:49.500 Bobby Jenkins: because I got to know any Bob, like I got to go look for lawn mowing that crew right there, any, bob. And this is what he can do going in here. So this is almost like a query. I mean, in another world. You’d say, I need a bunch of sequel.

516 01:28:50.380 ⇒ 01:28:51.190 Bobby Jenkins: Yeah.

517 01:28:51.460 ⇒ 01:28:57.890 Bobby Jenkins: because that was going to be my question. There’s no other procedural soft like, where do you go to do?

518 01:28:58.000 ⇒ 01:29:09.130 Bobby Jenkins: How do you accomplish this goal? And you can’t do it injury, nor but that’s where the information is stored ultimately. Right? Yes, exactly right.

519 01:29:09.990 ⇒ 01:29:16.890 Bobby Jenkins: Yeah. So I guess that would answer my question. Because

520 01:29:16.890 ⇒ 01:29:41.879 Bobby Jenkins: again, if I’m going to shave off a lot of the things that come in. It’s going to be your service descriptions. And then this piece of it is scheduling piece, because, you know I have. Do I do plumbing in the 7, 8, 2, 1 0. Because there’s some services like in San Antonio. We may not do plumbing services over there. We may do them in Austin. But I have to know what zip code, what service lines that we do. How would we do that? How would how can we build?

521 01:29:41.880 ⇒ 01:29:46.689 Bobby Jenkins: Make sure I get that. So let’s do an anecdote. I’m on the call. I’m trying to schedule

522 01:29:46.860 ⇒ 01:29:50.779 Bobby Jenkins: a service line for long, whatever one of these things is.

523 01:29:51.050 ⇒ 01:29:53.969 Bobby Jenkins: and I just don’t know where to look

524 01:29:54.250 ⇒ 01:30:04.819 Bobby Jenkins: to know. Okay, for that address in San Antonio on Tuesdays. Whether do we do it? Do we do it, and so that that would cause me up to escalate.

525 01:30:05.120 ⇒ 01:30:08.010 Bobby Jenkins: or else I could come and look at this master

526 01:30:08.420 ⇒ 01:30:14.608 Bobby Jenkins: or lose a customer, because I’m just gonna say, Oh, no, we don’t. Sorry.

527 01:30:15.290 ⇒ 01:30:29.540 Bobby Jenkins: Wow! So this is a kind of a super comprehensive look at the service offerings in real particular circumstances

528 01:30:29.960 ⇒ 01:30:31.460 Bobby Jenkins: applied to

529 01:30:31.900 ⇒ 01:30:39.750 Bobby Jenkins: let’s see the the rules. The rules exist in our somewhere. It’s the re-. It’s like the retrieval is not possible today like you can’t.

530 01:30:39.900 ⇒ 01:30:44.200 Bobby Jenkins: Well, she did it. But she knows.

531 01:30:44.710 ⇒ 01:30:54.070 Bobby Jenkins: Have I have someone that you started here? Did you just go here, look and dream to find. How did you find out? We don’t go into dreams. So dream is all. Where’d you get this?

532 01:30:54.470 ⇒ 01:31:04.280 Bobby Jenkins: The whoever created all these? She she literally goes through. And she knows, okay, this is the crews that we have access.

533 01:31:04.890 ⇒ 01:31:07.640 Bobby Jenkins: and then you go through on the cruise, and you’re like.

534 01:31:07.870 ⇒ 01:31:12.459 Bobby Jenkins: this person’s tied to this crew. And this person. I just know. Somebody just knows that in their head.

535 01:31:12.910 ⇒ 01:31:34.740 Bobby Jenkins: Well, we have all our training. So this would be. This would be, instead of querying of all which would be the right answer. They’ve gone to the trouble to do it all in advance.

536 01:31:35.010 ⇒ 01:31:50.840 Bobby Jenkins: not being able to find what you need. Yeah, okay, that that actually makes more sense to me now all the information is in the system. Somehow.

537 01:31:51.260 ⇒ 01:31:59.390 Bobby Jenkins: You think you could just log in the system and go. But that doesn’t work that way. Someone like you or someone on your team needs to take a bunch of time

538 01:31:59.700 ⇒ 01:32:00.710 Bobby Jenkins: to go.

539 01:32:00.780 ⇒ 01:32:26.910 Bobby Jenkins: Well, someone’s out of one. Yeah. But this shit changes all the time. Yeah, yeah, exactly. It does hire you terminate. Yeah. I mean, look at all the data. Yeah, yeah, they’re just ids. They’ve got names of technicians. And yeah, yeah, so that guy, you know, quits. It’s wrong. Yeah, yeah. Somebody’s got to remember to go in there and do that. I’d love to see the update that’s scheduling piece of it. This is what I was talking to you guys about earlier. So this is

540 01:32:26.910 ⇒ 01:32:36.549 Bobby Jenkins: our service. And this is what prompted me to even have the conversation. Can we build a knowledge base because this got too frustrating? Right? So here we’ve got

541 01:32:37.704 ⇒ 01:32:59.339 Bobby Jenkins: so like we have pest, which look at the categories right? I have pest, calm, rest, pest, and termite. Right well. I know that I can do more than just those services under Pest. I could do mosquito. I could do terming. I can. I can go on. But because we can’t go that granular because it’s a lot of work.

542 01:32:59.710 ⇒ 01:33:23.810 Bobby Jenkins: I’m only looking if somebody calls in there and says, Okay, I do. I do. 7, 8, 2, 5, 2, 6, right for bedbug, I mean for commercial. Well, let’s go. Yes, and this right here. So yes, we do. Bedbug service there. Okay, got it. So now I can go to Bob. I can go in there. And I got to pull up another spreadsheet and say, Okay, who does this area? Who’s the inspector? It’s Scott.

543 01:33:23.810 ⇒ 01:33:31.819 Bobby Jenkins: Okay. Now let me go to evolve and let me go ahead and get see when Scott’s open to do this estimate. So I’m toggling in different locations to try to

544 01:33:32.450 ⇒ 01:33:34.250 Bobby Jenkins: schedule one person.

545 01:33:34.510 ⇒ 01:33:38.110 Bobby Jenkins: So if you’re a Csr.

546 01:33:38.300 ⇒ 01:33:44.120 Bobby Jenkins: that’s a great example. You’re in Rockdale. The calls from my end. I’m calling you from Rockdale, hey? I’m interested in bedbuck. So

547 01:33:44.450 ⇒ 01:34:04.170 Bobby Jenkins: you then know to go into evolve and look stuff up, or you have to go into this spreadsheet. I gotta go to this spreadsheet now and say, Okay, Rockdale, who is my inspector in Rockdale? I’ll come over here. Oh, that’s James, because he’s assigned to this right. And then that’s all. In order to tell the customer they can’t even answer the question yet.

548 01:34:04.230 ⇒ 01:34:16.700 Bobby Jenkins: So let me summarize what I think I’m hearing the the definition of what you can and can’t do but service offering in a particular situation, meaning

549 01:34:17.580 ⇒ 01:34:19.600 Bobby Jenkins: for particular pass and particular.

550 01:34:20.020 ⇒ 01:34:25.369 Bobby Jenkins: You know, city or zip code, that information is very problematic.

551 01:34:25.500 ⇒ 01:34:26.360 Bobby Jenkins: Take care of.

552 01:34:26.680 ⇒ 01:34:36.160 Bobby Jenkins: and to make it easy, you scraped it out of your systems and put it in spreadsheets. That is huge area for women like.

553 01:34:36.560 ⇒ 01:34:38.199 Bobby Jenkins: yeah, the agent. Can just

554 01:34:39.090 ⇒ 01:34:48.889 Bobby Jenkins: you just ask it, and you go. What city? Rockdale? Oh, what exactly and same thing! For again I can go on and on with this, but like mechanical, I mean.

555 01:34:49.000 ⇒ 01:34:58.849 Bobby Jenkins: if Bobby wants to come in here and say, Okay, we don’t do mechanical. I mean, let any electric services in Fredericksburg, Texas. I use that because that came up the last time we. But we want to push

556 01:34:59.070 ⇒ 01:35:23.519 Bobby Jenkins: generators over there. I’m like, okay. But make sure that your people know that we do it. I’m like, okay. But if I turn this to a yes, that means that I could do every electrical line business.

557 01:35:23.650 ⇒ 01:35:30.651 Bobby Jenkins: What’s it’s a spreadsheet. Our Ops. Our Ops manager. Put this together.

558 01:35:31.190 ⇒ 01:35:57.010 Bobby Jenkins: Okay, so not to pull 2 out of this thread, but within each line of business. This is. She’s got a spreadsheet. There’s someone in each line of business. Let’s call them an Ops manager who’s at the end of the day responsible for what the business does and doesn’t do. Whoever runs the mechanical department tells me what we can and cannot do, and some of that data

559 01:35:57.520 ⇒ 01:35:59.079 Bobby Jenkins: goes into their

560 01:35:59.700 ⇒ 01:36:08.770 Bobby Jenkins: system. That notion. I guess it’s not notion, whatever it is that keeps track of the service offerings, but not all of it ends up in a system. Some of it just is

561 01:36:09.500 ⇒ 01:36:15.989 Bobby Jenkins: spreadsheet kind of stuff, and she needs to scrape it together, or someone needs to and keep it in spreadsheets.

562 01:36:17.530 ⇒ 01:36:24.620 Bobby Jenkins: And so we should think about that in time. Because the the

563 01:36:25.810 ⇒ 01:36:28.350 Bobby Jenkins: one thing is we just create spreadsheets quickly.

564 01:36:28.930 ⇒ 01:36:34.350 Bobby Jenkins: Spreadsheets are the problem. Right? You can. We? Maybe we’ve solved that later. Because that’s a whole

565 01:36:34.968 ⇒ 01:36:36.510 Bobby Jenkins: part of the problem. Mike.

566 01:36:36.880 ⇒ 01:36:43.960 Bobby Jenkins: like, you, could easily imagine an AI system just to make sure those service lines were described properly and thoroughly

567 01:36:44.310 ⇒ 01:36:59.360 Bobby Jenkins: and main basically maintained all instead of having spreadsheets just maintained it. Yeah, because at the minute that if I’m a DM division manager for that department and say, or Bobby comes in here and say, I want to do business in this area. We’re going to start doing it. Okay? Good. Then

568 01:36:59.400 ⇒ 01:37:15.910 Bobby Jenkins: your AI, yeah, yeah, that’s a little bit about, I think. I wonder if that we just have to figure out how much we can tackle on. Phase one. Yeah, I don’t know. The tough part is like, I’m not sure, without knowing how the evolved stuff works, how much I can get out of it?

569 01:37:16.190 ⇒ 01:37:18.479 Bobby Jenkins: Well, it sounds like a lot of it doesn’t get handleable.

570 01:37:18.800 ⇒ 01:37:29.350 Bobby Jenkins: And this, yeah, so I’m so this is where it’s like, if some of these we need to look at a lot of it doesn’t get in there, or at least not with all the different

571 01:37:30.010 ⇒ 01:37:55.360 Bobby Jenkins: variations that doesn’t slice it by geography. Basically, that’s what I was trying to find is, why isn’t this happening, and which where it should be? Which is why I got so excited when I heard they had dream. But maybe they haven’t got it. Very true. Yeah, the dream is just specifically for the agreement. The agreements like the sales agreement. That’s what dream is for evolve is what stores all our zip codes or service codes, and there’s certain things that can that are put in there right? So like

572 01:37:56.080 ⇒ 01:37:58.360 Bobby Jenkins: I can go in there.

573 01:37:58.670 ⇒ 01:38:13.140 Bobby Jenkins: I’m sorry. Keep track of all your customer service. So customer signs up, gets a service agreement. Here’s their call history. Here’s their contract for like a better term, it’ll say what they bought.

574 01:38:13.970 ⇒ 01:38:20.659 Bobby Jenkins: So let me let me. I just maybe, if I show you kind of just our evolve system kind of walk you through this. The way to set up is.

575 01:38:23.550 ⇒ 01:38:33.600 Bobby Jenkins: yeah. So this is, that’s okay. Sorry little.

576 01:38:34.730 ⇒ 01:38:37.250 Bobby Jenkins: Make her and say.

577 01:38:41.560 ⇒ 01:38:51.999 Bobby Jenkins: Thank you. We’ll look forward to be a lot of fun. We have every service

578 01:38:52.120 ⇒ 01:38:54.999 Bobby Jenkins: just like every service broken out.

579 01:38:55.520 ⇒ 01:38:56.970 Bobby Jenkins: Pretty much right?

580 01:38:57.510 ⇒ 01:39:03.990 Bobby Jenkins: Not really, but kind of so in here like, let’s just use

581 01:39:07.600 ⇒ 01:39:08.300 Bobby Jenkins: check.

582 01:39:09.870 ⇒ 01:39:12.649 Bobby Jenkins: Let’s say it’s that. So if I’m looking.

583 01:39:12.910 ⇒ 01:39:17.600 Bobby Jenkins: I create the service name in here. That’s the service, and then I tie

584 01:39:18.180 ⇒ 01:39:41.270 Bobby Jenkins: whatever zip codes and everything I need to in here. Right? So then, I’m able to. I know that when I come in here and I create, once I find out that I can actually service that customer. When I come in here, then I can go ahead and create the account. And then where is the Zip code. Is it also on this this page for which zip codes you can service with? No, it’s on the technician.

585 01:39:41.510 ⇒ 01:39:46.259 Bobby Jenkins: Oh, okay, not the not the service are the technicians involved.

586 01:39:47.330 ⇒ 01:39:50.079 Bobby Jenkins: and the technician is associated with the Zip code? Yes.

587 01:39:50.910 ⇒ 01:39:51.620 Bobby Jenkins: Okay.

588 01:39:52.170 ⇒ 01:40:11.169 Bobby Jenkins: So what they have to do is jump between different screens to scrape it out. You know what you could in the short term, you probably. But there’s just nothing involved with a technician service Zip code. And again, you could write a report

589 01:40:11.770 ⇒ 01:40:17.150 Bobby Jenkins: like, really, yeah, I mean, it would be easy to sequel right? But see the reason why they maintain it.

590 01:40:17.510 ⇒ 01:40:21.930 Bobby Jenkins: Yeah, the problem is, I thought so.

591 01:40:22.260 ⇒ 01:40:25.650 Bobby Jenkins: Just generally speaking, from a come on

592 01:40:25.890 ⇒ 01:40:30.460 Bobby Jenkins: analytics perspective, you shouldn’t keep service descriptions in your crms.

593 01:40:31.190 ⇒ 01:40:35.680 Bobby Jenkins: Yeah, right? They should be kept in a operational system.

594 01:40:36.410 ⇒ 01:40:41.339 Bobby Jenkins: and but they just merge everything in which is I get it. That’s just wildlife works

595 01:40:41.990 ⇒ 01:41:01.010 Bobby Jenkins: because you should have one canonical description of a service somewhere. It’s contractual languages. You can do financial analysis of it. Blah blah. So so I want to make sure that I’m painting this clear picture. So in in any bulb. Right? So I already showed you my services. I go in there. I create my services, depending on whatever

596 01:41:01.310 ⇒ 01:41:11.090 Bobby Jenkins: whatever services we do for the entry. This is the service. This is the service skills of what I just showed you. This technician is capable of doing. Okay

597 01:41:11.960 ⇒ 01:41:18.039 Bobby Jenkins: over here. This particular technician right, whether he be sales or red. Those are all the services that are tied to him.

598 01:41:18.350 ⇒ 01:41:21.879 Bobby Jenkins: and then see what you got. Now you got a cross tab.

599 01:41:21.960 ⇒ 01:41:48.900 Bobby Jenkins: The technicians so can do some service, but not others right. But there’s nowhere in here where I can come in here and search and say, 7, 8, 2, 1 0. Who does this? If I’m only able to come in here and do this because I’m an admin. Okay? So therefore I have to create a spreadsheet to go in there and tell me who does it. So I can schedule. So again, this is a technical thing. I keep saying the word sequel. But he’s got an experience like there’s a programming Api in the back of a ball where you can

600 01:41:49.200 ⇒ 01:42:03.220 Bobby Jenkins: generate reports. That would be what you say. It could be that. Basically, you just tell the AI to go pull, go, find someone with the description matching this. And then, yeah, it’s right. Just go generate a report and then just turn it into just make it visible in the document store. Yeah.

601 01:42:03.280 ⇒ 01:42:19.819 Bobby Jenkins: So instead of the spreadsheet ideally, if you were to while you’re chatting. I need technician that does this in this zip code. You could do it in real time, or you could just you could just pull that doc every day. Or, yeah, like, we basically send. I pull the doc every day, send you the evolve.

602 01:42:20.030 ⇒ 01:42:22.820 Bobby Jenkins: Well, basically, it’s like, if in the call you’re saying.

603 01:42:23.060 ⇒ 01:42:32.699 Bobby Jenkins: Hi, this is Zip code. This is a service. Who’s the tech? What’s the tech? Id? Yeah. So what you want? What you want is a real simple lookup table. Yeah.

604 01:42:33.170 ⇒ 01:42:34.150 Bobby Jenkins: yeah.

605 01:42:34.740 ⇒ 01:42:39.960 Bobby Jenkins: it’s too hard to do for the evolve ui. But I wouldn’t even you can. I wouldn’t even maintain that

606 01:42:40.490 ⇒ 01:42:46.749 Bobby Jenkins: the table I would just, we just need to make the Api call. So you would do like, yeah, you wouldn’t.

607 01:42:46.970 ⇒ 01:42:49.719 Bobby Jenkins: You wouldn’t go to the trouble of creating a report.

608 01:42:50.560 ⇒ 01:42:52.609 Bobby Jenkins: Okay, I trust your judgment on.

609 01:42:52.740 ⇒ 01:42:56.360 Bobby Jenkins: because unless they unless they need okay, right, why would you do it

610 01:42:56.720 ⇒ 01:43:02.970 Bobby Jenkins: unless unless you unless manager, if you like to see it. Yes, yeah.

611 01:43:03.370 ⇒ 01:43:08.440 Bobby Jenkins: or there’s some technical constraint. Otherwise I would just get it on the fly.

612 01:43:08.680 ⇒ 01:43:15.870 Bobby Jenkins: So so the answer is that I don’t want to ask a question about that right now, you’ve explained. They have to look at these things.

613 01:43:16.260 ⇒ 01:43:21.080 Bobby Jenkins: The agents can just do a query of all in real time.

614 01:43:21.920 ⇒ 01:43:35.879 Bobby Jenkins: like an it admin and ask it the exact question with the area code that it would say, Hey, John and John can do this, but not that. And just get an answer back to that specific circumstance

615 01:43:36.130 ⇒ 01:43:45.430 Bobby Jenkins: implementation wise, unless that process we just don’t have the right Apis or searching the call, or it takes long. Then I’ll store

616 01:43:48.010 ⇒ 01:43:51.426 Bobby Jenkins: I you’d be surprised.

617 01:43:52.280 ⇒ 01:43:53.280 StevenMeyer: Hey? Y’all.

618 01:43:53.280 ⇒ 01:43:55.860 Bobby Jenkins: There he is! Hi, Steven! Hey!

619 01:43:55.860 ⇒ 01:43:58.329 StevenMeyer: How’s it going? Y’all y’all made some good progress.

620 01:43:58.330 ⇒ 01:44:07.219 Bobby Jenkins: In progress. Yeah, we’re getting. We’re drinking from the fire hose to experts so cool, super fascinating, and

621 01:44:08.440 ⇒ 01:44:15.069 Bobby Jenkins: and we’ve learned a lot. I think I think we’re getting pretty close to what our 1st maybe we should review for you what our

622 01:44:15.900 ⇒ 01:44:18.810 Bobby Jenkins: kind of our 1st milestone here is, gonna be.

623 01:44:19.520 ⇒ 01:44:20.250 StevenMeyer: Yeah.

624 01:44:20.990 ⇒ 01:44:28.670 Bobby Jenkins: So we’re gonna go through the we’re gonna start with the pest service.

625 01:44:29.700 ⇒ 01:44:35.180 Bobby Jenkins: And we’re gonna go through the Doc, the folder, the Google folder with all the different documents in it.

626 01:44:35.430 ⇒ 01:44:41.819 Bobby Jenkins: And we’re going to just really make sure we know what is in. All of them should be easy enough.

627 01:44:42.440 ⇒ 01:44:52.610 Bobby Jenkins: And then we’re gonna basically recommend an improved structure document structure

628 01:44:53.030 ⇒ 01:44:59.009 Bobby Jenkins: that will probably condense the number of documents. I think there’s something like 50 to 70 of. Now there’ll be a much smaller number.

629 01:44:59.160 ⇒ 01:45:07.350 Bobby Jenkins: much easier to read, much more comprehensive like we’re gonna propose a sort of improved information structure.

630 01:45:08.120 ⇒ 01:45:12.130 Bobby Jenkins: And then we’re also going to actually stand up.

631 01:45:12.612 ⇒ 01:45:22.480 Bobby Jenkins: This agent, the AI agent we can call. I just like to call it the anteater, because I like imagination that Csr could interact with. And we’re gonna

632 01:45:22.680 ⇒ 01:45:25.070 Bobby Jenkins: stand him up right away, like, probably next week.

633 01:45:25.220 ⇒ 01:45:30.240 Bobby Jenkins: Yeah, he won’t. He won’t be very smart yet, because he won’t have all these documents.

634 01:45:31.370 ⇒ 01:45:38.989 Bobby Jenkins: you know, kind of ingested. He won’t have been trained on all the new and approved documents yet, but he’ll be able to start answering questions. And we can work with event

635 01:45:39.590 ⇒ 01:45:47.880 Bobby Jenkins: on how a Csr will will interact with that agent like we think it needs to be in Google chat. But

636 01:45:48.410 ⇒ 01:45:51.709 Bobby Jenkins: and email or both. But you know, there’s we want to make it

637 01:45:52.060 ⇒ 01:45:54.470 Bobby Jenkins: so. It’s natural and seamless. And then we’re

638 01:45:54.710 ⇒ 01:46:00.040 Bobby Jenkins: the 3rd piece is where we need to generate. There’s gonna be some log that the

639 01:46:00.810 ⇒ 01:46:06.929 Bobby Jenkins: this anteater will produce every week, or have, you know, week or month, where you’ll see which questions that I get to ask

640 01:46:07.250 ⇒ 01:46:13.179 Bobby Jenkins: which ones that I answer correctly. Which ones could I not answer? So you’ll be able to start understanding

641 01:46:13.890 ⇒ 01:46:18.130 Bobby Jenkins: where the Csr. You know what’s working, what’s not working and

642 01:46:18.370 ⇒ 01:46:23.980 Bobby Jenkins: make it easier to add to its knowledge base. And then the last conversation we just had which is kind of technical.

643 01:46:24.450 ⇒ 01:46:28.569 Bobby Jenkins: We need, we need help to make sure we get the right it access. Because

644 01:46:28.930 ⇒ 01:46:31.370 Bobby Jenkins: a lot of what we’re gonna need to do

645 01:46:31.520 ⇒ 01:46:34.650 Bobby Jenkins: this right? We just learned is in a ball.

646 01:46:35.190 ⇒ 01:47:02.759 Bobby Jenkins: So there’s a bunch of knowledge in the document store, which is super cool. But a fair part of it is actually in your evolve system and a lot of times. What they’ve done is they’ve created a document which represents knowledge that’s been involved. But it’s sort of too hard to get out of a wall. So somebody’s built it, you know, gone in and scraped data and built these spreadsheets with zip codes and all that stuff that’s steps. Someone shouldn’t have to do. The AI should be able to do that.

647 01:47:03.020 ⇒ 01:47:06.690 Bobby Jenkins: But we are gonna need access to them all. And

648 01:47:07.130 ⇒ 01:47:10.329 Bobby Jenkins: it’s pretty straightforward. I mean, it’s but it’s called Api access.

649 01:47:12.040 ⇒ 01:47:13.040 Bobby Jenkins: So that’s

650 01:47:13.380 ⇒ 01:47:17.210 Bobby Jenkins: we need to make sure we can get that. So that’s sort of a summary of our last.

651 01:47:18.470 ⇒ 01:47:19.150 StevenMeyer: Cool.

652 01:47:20.110 ⇒ 01:47:31.219 Bobby Jenkins: And I think the only blocker right now is to have Tim give us access to stuff. So in case you could do anything about that.

653 01:47:31.220 ⇒ 01:47:32.939 StevenMeyer: Is he there? Is he there today.

654 01:47:34.030 ⇒ 01:47:35.270 Bobby Jenkins: I don’t know. I would think.

655 01:47:35.270 ⇒ 01:47:36.259 StevenMeyer: Walk walk on, over.

656 01:47:36.762 ⇒ 01:47:40.955 Bobby Jenkins: You know. It’s all you, Steven, all you.

657 01:47:41.360 ⇒ 01:47:43.540 StevenMeyer: Message him see if he’s there right now.

658 01:47:44.860 ⇒ 01:47:51.670 Bobby Jenkins: And my other. My other question is, is there someone who is like the owner of evolve and dream we did? This is the guy like

659 01:47:51.800 ⇒ 01:47:53.520 Bobby Jenkins: you need someone down and involved.

660 01:47:54.050 ⇒ 01:47:56.860 Bobby Jenkins: There’s someone, Tim.

661 01:47:56.860 ⇒ 01:47:57.690 StevenMeyer: His mother.

662 01:47:57.920 ⇒ 01:48:08.660 Bobby Jenkins: Yeah, really, really. Oh, yeah, you gotta love him.

663 01:48:09.490 ⇒ 01:48:38.689 Bobby Jenkins: Well, she she’s gonna be probably who we end up interacting with to understand? Yeah. But in terms of access. And then I just want someone who is like, if I have an evolve issue, who’s that person? And then also, yeah, she’s Tim’s mom and I have 2 people. By the way, one thing I should highlight that we identified Steven just in terms of a business goal kind of early on

664 01:48:39.160 ⇒ 01:48:45.530 Bobby Jenkins: again. The 1st goal is to have a just a much cleaned up, much simpler version of all this documentation.

665 01:48:46.230 ⇒ 01:48:57.280 Bobby Jenkins: It’s easier to maintain and much more readable all that kind of stuff. But then, in terms of the Csr’s workflow, what we’re gonna focus on is reducing the number of times the Csr has to call back

666 01:48:58.320 ⇒ 01:49:02.370 Bobby Jenkins: a customer because they couldn’t find the answer immediately.

667 01:49:03.180 ⇒ 01:49:03.910 StevenMeyer: Cool.

668 01:49:03.910 ⇒ 01:49:06.869 Bobby Jenkins: That’s kind of let us. But hey, those are pretty costly.

669 01:49:07.390 ⇒ 01:49:13.619 Bobby Jenkins: If we could cut those down meaningfully, that would be real help, you know, really valuable. So we’ll I I just always like to focus on particular.

670 01:49:13.990 ⇒ 01:49:16.400 StevenMeyer: Kind of business wins. Yeah.

671 01:49:16.880 ⇒ 01:49:19.049 Bobby Jenkins: So that’s going to be an early one for us.

672 01:49:19.620 ⇒ 01:49:20.555 Bobby Jenkins: Cool?

673 01:49:22.550 ⇒ 01:49:25.840 Bobby Jenkins: All right. Did you chat, Tim, or would you like me.

674 01:49:26.425 ⇒ 01:49:27.010 StevenMeyer: He?

675 01:49:27.550 ⇒ 01:49:36.599 StevenMeyer: He hadn’t answered yet. Maybe I mean it would be good if he happens to be there like it’d be great for y’all to meet him in person. Might walk back there. See if he’s at the little table or not. Yvette.

676 01:49:36.980 ⇒ 01:49:38.950 Bobby Jenkins: I was gonna say, well, I don’t know.

677 01:49:38.950 ⇒ 01:49:44.330 StevenMeyer: Yeah, Janice, go check and see if he’s at the little table, or his office, or the dungeon, or the Dragonfly Room, or.

678 01:49:44.330 ⇒ 01:49:44.820 Bobby Jenkins: It’s been.

679 01:49:45.450 ⇒ 01:49:55.106 Bobby Jenkins: It talks to people. Dungeon. Little table. Yeah. My last 2 companies ago, yeah, we had a dungeon, and there’d be no lights. Just a screen for the Monitor.

680 01:49:56.730 ⇒ 01:50:02.213 Bobby Jenkins: Yeah, that’s where I would live if

681 01:50:04.140 ⇒ 01:50:06.360 Bobby Jenkins: and we got a really good

682 01:50:06.750 ⇒ 01:50:12.629 Bobby Jenkins: comprehensive oracle review of the Csrs. And what they do. And so I think I’ve

683 01:50:12.880 ⇒ 01:50:15.040 Bobby Jenkins: got a pretty decent handle on for now.

684 01:50:15.300 ⇒ 01:50:19.100 Bobby Jenkins: cool, it’s a really significant team. 97 people. Wow!

685 01:50:19.570 ⇒ 01:50:21.089 Bobby Jenkins: That’s a temp of the company.

686 01:50:21.870 ⇒ 01:50:24.997 Bobby Jenkins: We have a lot a lot of seats always.

687 01:50:25.310 ⇒ 01:50:26.399 StevenMeyer: How many people.

688 01:50:26.660 ⇒ 01:50:30.500 Bobby Jenkins: 97, total in the those groups

689 01:50:30.840 ⇒ 01:50:34.250 Bobby Jenkins: he has between customer service, reception and dispatch.

690 01:50:37.410 ⇒ 01:50:39.409 Bobby Jenkins: How’s your day been, Steven?

691 01:50:40.820 ⇒ 01:50:45.440 StevenMeyer: It’s good. It’s been busy most days are. Yeah. I know it’s

692 01:50:45.670 ⇒ 01:50:50.729 StevenMeyer: at a lunch meeting, and they went on for a lot longer than expected.

693 01:50:51.610 ⇒ 01:50:52.450 StevenMeyer: That’s great.

694 01:50:56.410 ⇒ 01:51:01.071 Bobby Jenkins: So, Steve and I just said that since I always, when I think of you, I think of

695 01:51:01.710 ⇒ 01:51:08.959 Bobby Jenkins: this guy on mentoring who goes to A and M, who’s in the there’s a graduate program that falls with real estate

696 01:51:09.340 ⇒ 01:51:11.229 Bobby Jenkins: focus on commercial real estate.

697 01:51:11.230 ⇒ 01:51:11.980 StevenMeyer: Yeah.

698 01:51:11.980 ⇒ 01:51:14.689 Bobby Jenkins: Friend of mine leads that program. So this

699 01:51:15.080 ⇒ 01:51:19.999 Bobby Jenkins: this guy wanted a mentor about commercial real estate. So I met with him this morning.

700 01:51:20.330 ⇒ 01:51:22.700 Bobby Jenkins: and he’s he also happens to be

701 01:51:23.050 ⇒ 01:51:27.319 Bobby Jenkins: be Emmett Smith’s son. So he’s 1 of the top running backs for the team.

702 01:51:27.320 ⇒ 01:51:29.340 StevenMeyer: Oh, very cool! Ej. Smith.

703 01:51:29.611 ⇒ 01:51:32.599 Bobby Jenkins: Smith. Yeah. So I got to meet him, and so he’s

704 01:51:33.080 ⇒ 01:51:37.770 Bobby Jenkins: he was giving me some G 2 about the aggies football this fall, and just

705 01:51:38.060 ⇒ 01:51:40.370 Bobby Jenkins: his prospects to go pro and.

706 01:51:40.890 ⇒ 01:51:42.090 StevenMeyer: Very cool.

707 01:51:42.090 ⇒ 01:51:43.750 Bobby Jenkins: But yeah, that’s awesome. Nice guy.

708 01:51:44.580 ⇒ 01:51:47.580 StevenMeyer: Yeah, is he? He’s not. He’s not senior, is he?

709 01:51:47.580 ⇒ 01:51:53.489 Bobby Jenkins: He’s actually graduated. He’s a 1st year graduate student. He went to Stanford undergrad, got a degree at Stanford.

710 01:51:54.555 ⇒ 01:51:55.150 Bobby Jenkins: yeah.

711 01:51:55.510 ⇒ 01:51:58.089 Bobby Jenkins: Played last year. He’s got one more year of eligibility.

712 01:51:59.380 ⇒ 01:52:02.250 Bobby Jenkins: So he’s in the masters of real estate program today. Now.

713 01:52:02.600 ⇒ 01:52:03.290 StevenMeyer: Cool.

714 01:52:06.540 ⇒ 01:52:07.970 Bobby Jenkins: Good program. I go over.

715 01:52:07.970 ⇒ 01:52:10.509 StevenMeyer: Did you do stuff in commercial, real estate as well.

716 01:52:10.930 ⇒ 01:52:19.259 Bobby Jenkins: Yeah, my last company was our commercial real estate, online Brokerage Company. So instead of a real broker, you just log on. And

717 01:52:19.660 ⇒ 01:52:25.420 Bobby Jenkins: so, yeah, so and so I, I go over and lecture at the A. And M. Campus once a quarter for.

718 01:52:25.420 ⇒ 01:52:26.120 StevenMeyer: Nice.

719 01:52:26.420 ⇒ 01:52:28.259 Bobby Jenkins: Yeah, bunch of real smart people.

720 01:52:29.100 ⇒ 01:52:36.720 Bobby Jenkins: And those students are always so well behaved. You know, they’re just so, you know, a line. Yeah.

721 01:52:38.320 ⇒ 01:52:39.240 StevenMeyer: No Tim.

722 01:52:40.075 ⇒ 01:52:42.580 Bobby Jenkins: Okay. He’s gone.

723 01:52:43.970 ⇒ 01:52:49.830 StevenMeyer: Okay, well, if he when he responds to me, I’ll poke him to.

724 01:52:50.280 ⇒ 01:52:52.040 StevenMeyer: I guess, to get back to you, Tom.

725 01:52:52.410 ⇒ 01:52:54.459 Bobby Jenkins: Yeah, no problem. We’ll

726 01:52:55.510 ⇒ 01:53:22.209 Bobby Jenkins: I mean, I guess, Scott, you have access to a couple of those. Yeah, that’s what’s on Tim’s place to give me a brain for jet.

727 01:53:22.210 ⇒ 01:53:22.970 StevenMeyer: Good.

728 01:53:22.970 ⇒ 01:53:35.480 Bobby Jenkins: Okay, I’m like, yeah, okay.

729 01:53:35.730 ⇒ 01:53:40.009 StevenMeyer: Is Vincent there? Because Tim Pretty, I mean. Tim told us that was fine, right.

730 01:53:40.010 ⇒ 01:53:47.350 Bobby Jenkins: It was mine. It just it’ll, yeah. What’s your what’s your email? If you do? UTTA. M.

731 01:53:48.680 ⇒ 01:53:55.280 Bobby Jenkins: Want to get them something tonight.

732 01:53:55.380 ⇒ 01:54:09.499 Bobby Jenkins: Yeah, I download a bunch of hard drive and stuff. But what happens is they give you access to one and then links to another. You don’t have access to it, you have to be given access to the whole folder. Exactly. So. I gave you access to the folder. It’s okay. Training

733 01:54:09.680 ⇒ 01:54:37.060 Bobby Jenkins: test folder. So when nobody else is owners of it, are you the owner? That’s what they’re running into is, if somebody owns whatever is in the folder they got to put that request. I’m owner to the pest stuff, canonical like

734 01:54:37.270 ⇒ 01:54:44.510 Bobby Jenkins: book or source of truth on like pest hair, or like a book, or, you know. Like, if you’re like.

735 01:54:45.040 ⇒ 01:54:48.830 Bobby Jenkins: I need to read like 3 books, or watch like 10 lectures on best.

736 01:54:49.300 ⇒ 01:54:50.310 StevenMeyer: Brown.

737 01:54:50.690 ⇒ 01:54:53.806 Bobby Jenkins: Yeah, yeah, or or

738 01:54:54.430 ⇒ 01:54:55.730 StevenMeyer: He’s our technical director.

739 01:54:55.730 ⇒ 01:55:04.739 Bobby Jenkins: Technical director, DNA.

740 01:55:05.180 ⇒ 01:55:06.689 StevenMeyer: He is, of course.

741 01:55:06.690 ⇒ 01:55:09.539 Bobby Jenkins: And did he write the textbook or the textbooks.

742 01:55:11.247 ⇒ 01:55:21.740 StevenMeyer: No, maybe they had. ABC, yeah, but not a actual textbook. No, he! He coordinates all the training or training documents. I know they’re actually redoing a lot of those right now

743 01:55:21.900 ⇒ 01:55:23.569 StevenMeyer: for the field staff.

744 01:55:25.280 ⇒ 01:55:30.880 Bobby Jenkins: They- they- they already they already had access to that. That’s what Steven shared with them. They put that they put that whole pool.

745 01:55:31.490 ⇒ 01:55:36.680 Bobby Jenkins: What’s it? Oh, the protocols! Yeah. All that. They went to our that site.

746 01:55:37.724 ⇒ 01:55:48.439 Bobby Jenkins: Yeah, we went through it. And there was a bunch of content in there about.

747 01:55:48.630 ⇒ 01:56:01.009 Bobby Jenkins: So I’m guessing what he probably does is the detailed definition of a service like the chemical

748 01:56:01.180 ⇒ 01:56:25.200 Bobby Jenkins: treatment protocols and all that stuff. That’s all for the text. But it’s actually also on our website for customers as well. I think that’s what he’s redoing. That’s because when I 1st started talking about doing a web base. I went. That was why I went to him. I was like, how can you provide as much information to me? So you, when you do the training. You do. Csr training the text, get a different training. Right? Yeah. Sometimes we can take a look at that.

749 01:56:25.813 ⇒ 01:56:28.780 Bobby Jenkins: Okay, that you could- you could do

750 01:56:28.970 ⇒ 01:56:42.729 Bobby Jenkins: again, you self paced learning and training as well. So okay, I want to get trained on this thing. And you can do that core document like whatever you’re training on, even if it’s like science or whatever would really help

751 01:56:43.160 ⇒ 01:56:51.250 Bobby Jenkins: the the only the only thing with that is we wanna have. We want our Csrs to have as much knowledge as possible, but they’re not licensed

752 01:56:51.440 ⇒ 01:57:06.330 Bobby Jenkins: so they can’t say certain things. So we have to be careful with how much we actually give them. Okay, okay? Because our we want to make sure that we give them enough to get our inspector out there. So our goal is to book the appointment like letting them know

753 01:57:06.540 ⇒ 01:57:35.060 Bobby Jenkins: I can take care of you. Yes, we do that service. Yes, we do that service area. Tell me what your problem is, I mean, tell me what you’re having a problem with. Get all the data and spend with it out there, knowing the service like what they’re covered for? Because if somebody calls in and they’re a customer of ours, am I covered for rodents? My roof, whatever? Then I would know. Okay, this is what they’re covered for. And then if there’s anything that goes outside of that.

754 01:57:35.560 ⇒ 01:57:46.840 Bobby Jenkins: okay, well, look, I, I think if we can get things set up so we can start working online. We’ve got a weekly meeting this is gives gives us what I was hoping to get for to get us going.

755 01:57:47.170 ⇒ 01:57:53.889 Bobby Jenkins: And we can start to dig in and get get our hands dirty and new. Tom’s team will set up a development area with.

756 01:57:54.200 ⇒ 01:58:06.920 Bobby Jenkins: Yeah, well, we can start to again the idea, this project will be done. Kind of live. And yeah, well, I wanna I told the team yesterday like, I want something to show tomorrow, and then we can hand off, and we’ll be probably playing with all weekend.

757 01:58:07.040 ⇒ 01:58:17.629 Bobby Jenkins: And that way it’s like we can just everybody. When one thing I want to our conversation. So we’ll do something.

758 01:58:18.060 ⇒ 01:58:19.849 Bobby Jenkins: Probably Monday. There’s

759 01:58:20.734 ⇒ 01:58:34.500 Bobby Jenkins: was still around this morning. Just have an AI build a integrated document structure with loss green and nexus document. I gave it 5 documents and it built it, but it doesn’t have any.

760 01:58:36.600 ⇒ 01:58:41.349 Bobby Jenkins: It didn’t find all the links, and you know it has to be disambiguated.

761 01:58:41.740 ⇒ 01:58:42.539 Bobby Jenkins: So then

762 01:58:43.246 ⇒ 01:58:48.760 Bobby Jenkins: did say is suggest things I should add to make that. And it did, you know, suggest 7?

763 01:58:49.560 ⇒ 01:58:51.060 Bobby Jenkins: We could just keep hanging on.

764 01:58:51.170 ⇒ 01:58:56.509 Bobby Jenkins: And then one more question, are any of the files and Pdfs of likes of like

765 01:58:58.610 ⇒ 01:59:05.339 Bobby Jenkins: like non editable, editable Google Docs that have images or tables? No, I pretty much keep

766 01:59:06.120 ⇒ 01:59:29.989 Bobby Jenkins: everything sheets and editable for myself, I did give you editing rights. Okay, when I shared it with you. So if anything does come up to where it doesn’t give you access. Send it. Send the request because I’ll be able. I’m always in my computer and always in my phone. I have them attached to my phone, too. Okay? So one thing, yeah. So we’ll Ocr and get all that.

767 01:59:30.970 ⇒ 01:59:36.579 Bobby Jenkins: Yeah, some people have screenshots. There’s longer term there.

768 01:59:37.240 ⇒ 01:59:39.459 Bobby Jenkins: Yeah, longer term. They’re

769 01:59:39.830 ⇒ 01:59:44.990 Bobby Jenkins: some cool ways to do that where you don’t have to have screenshots like you can just show me, and it will.

770 01:59:45.350 ⇒ 01:59:48.709 Bobby Jenkins: linking them to the app like on the page where they need to like.

771 01:59:48.810 ⇒ 01:59:55.369 Bobby Jenkins: that’s all. Sometimes it can be kind of hard to be back and forth. It’s a kind of a tough.

772 01:59:56.130 ⇒ 02:00:08.900 Bobby Jenkins: Most of our screenshots are evolved, and if they don’t evolve, they’re like, Oh, yeah, that’s the screen stuff like that. And you highlight. It’s nice because you’ve highlighted it, but sometimes it’s it’s better just to say.

773 02:00:09.090 ⇒ 02:00:13.918 Bobby Jenkins: click here. And they it just drops them in a ball with that screen open.

774 02:00:14.410 ⇒ 02:00:18.110 Bobby Jenkins: but that’s that’s he’s kinda happy.

775 02:00:22.570 ⇒ 02:00:24.989 Bobby Jenkins: I know an admin working out of my.

776 02:00:26.295 ⇒ 02:00:53.050 Bobby Jenkins: But then we again where we started kind of finding more things. Once we start getting all that phone data, knowing what the calls are being challenged with them like, that’s why I said earlier, a lot of the service descriptions and knowing what is and what’s not the the service lines of business.

777 02:00:53.590 ⇒ 02:00:57.560 Bobby Jenkins: all the variations of the service descriptions

778 02:00:59.031 ⇒ 02:01:13.600 Bobby Jenkins: how? How central that is to the Csr. That’s a new learning for me. And so the good news is again. I think we could get it directly by getting into a ball. Yeah, we had a, we had a phone call that escalated

779 02:01:14.433 ⇒ 02:01:35.139 Bobby Jenkins: and again, these go back. They go to the Google reviews and stuff that came in. But I think I side with their trip, you know, customer calls in, and they’re like I have. And the customer couldn’t really explain it. But they had. They wanted to get their yard looked at, to look at a drain.

780 02:01:35.300 ⇒ 02:01:47.280 Bobby Jenkins: Water was positive. So that call that came in. So this they were kind of. Where where did that go? Since they did write? The receptionist goes? Okay, I’m sending it to our landscape partner.

781 02:01:47.440 ⇒ 02:02:02.020 Bobby Jenkins: It’s typically that would be yeah, all over there right? So that they struggled over there, and they did the same thing that I was trying to find out when you do this. So they started probing some questions, and they’re like, let me find out more information. I’ll call you back.

782 02:02:02.130 ⇒ 02:02:10.060 Bobby Jenkins: They called back. This one did, and he they left a message, saying, Well, if it’s this, we’ll handle it. If it’s this you need to call our handyman

783 02:02:11.257 ⇒ 02:02:33.279 Bobby Jenkins: another agent, she again so. But again, if they would have just known. You know, this is what this is. I can go here.

784 02:02:33.280 ⇒ 02:02:42.410 Bobby Jenkins: Yeah, you know it’s got. This is a great example of. I want to run. One thing I want to run the real life examples if side by side with. If you were to abuse

785 02:02:42.650 ⇒ 02:03:04.040 Bobby Jenkins: the agent, and that’s how, on our side, we’re actually going to build what’s called like evaluations. So we will always, we will basically create tests that will every time we make an update to the AI. It’ll run through a series of tests for this question, what is the outcome that AI would have said, and that’s how we’ll know that it’s it’s working beyond. Just like, yeah, I thought of a good question.

786 02:03:04.150 ⇒ 02:03:21.710 Bobby Jenkins: We’re going to start to build a test database, which is why the anecdotes are the test set that we will build. That’s very cool. So that same day I went in there and I had a chat with my leaders. I was like Pop with everybody. I did the transcript of the call. I said. How would this call be handled?

787 02:03:22.490 ⇒ 02:03:39.389 Bobby Jenkins: Most of everyone was kind of like, oh, that would go to our law department. Right? This is just. But now I get it because it’s not that data. It’s not pulled together anywhere else.

788 02:03:39.670 ⇒ 02:03:41.889 Bobby Jenkins: We should all start there. Yeah.

789 02:03:42.960 ⇒ 02:03:44.829 Bobby Jenkins: And then a couple of these I’m just requesting.

790 02:03:46.320 ⇒ 02:03:58.040 Bobby Jenkins: I know I saw. So I’m just gonna kid. I’ll just keep hitting them. Understand is, if I give you access to the folders.

791 02:03:58.590 ⇒ 02:04:05.520 Bobby Jenkins: I can tell you, but it’s oh, yeah.

792 02:04:05.520 ⇒ 02:04:06.250 StevenMeyer: Okay? Bye.

793 02:04:06.789 ⇒ 02:04:13.800 Bobby Jenkins: My, I’m our company’s workspace, admin. By the way, it’s not. It’s like.

794 02:04:14.000 ⇒ 02:04:42.809 Bobby Jenkins: it’s just way too complicated to do this right now, because I’m creating groups. And I’m like giving groups shared drive access. And like, yeah, it’s not easy to give you a brain forge. And then I’ll get you.

795 02:04:42.860 ⇒ 02:04:45.230 Bobby Jenkins: Yeah, it’s flat, like, what? Yeah?

796 02:04:45.580 ⇒ 02:04:52.789 Bobby Jenkins: Well, I also, yeah, we, I like slack. Yeah, I think I don’t think any of the tools are really good.

797 02:04:53.220 ⇒ 02:04:56.810 Bobby Jenkins: I think slack is the best of the worst. Yeah.

798 02:04:57.850 ⇒ 02:05:02.529 Bobby Jenkins: meaning, it’s a lot of noise like you can’t set priority. And I mean everything

799 02:05:03.410 ⇒ 02:05:13.669 Bobby Jenkins: which I need to. Some things like someone just saying me that I need to do next week some things to do the next 5 min for a client, and I can’t really distinguish.

800 02:05:13.950 ⇒ 02:05:15.130 Bobby Jenkins: That’s what.

801 02:05:15.350 ⇒ 02:05:28.109 Bobby Jenkins: Yeah. So ideally, something comes with AI soon and and handles that. And I’ll probably get on. For now this is what we have. And also we talk to a lot of our clients through slack as well. So our clients or other companies.

802 02:05:28.320 ⇒ 02:05:36.399 Bobby Jenkins: and similarly, like one of the questions I asked was, okay, we’ll we’ll interact ideally, hopefully in person. And over email, some clients we just can create a slack connection with.

803 02:05:36.540 ⇒ 02:05:44.069 Bobby Jenkins: But we could just talk to them directly where we’re doing other work. So that’s nice. That’s really the whole. The primary reason we’re using spot.

804 02:05:46.380 ⇒ 02:05:53.380 StevenMeyer: Hey, Scott? Real quick kind of a side note, kind of obviously on the note of AI. How are you all keeping up

805 02:05:53.530 ⇒ 02:06:00.810 StevenMeyer: with the latest and greatest I mean, I know AI is changing every single day, like, How are you all kind of keeping up to date with what’s going on?

806 02:06:01.830 ⇒ 02:06:06.180 Bobby Jenkins: Well, I keep up at a different level every time. Every time it’s actually building an AI.

807 02:06:06.180 ⇒ 02:06:06.830 StevenMeyer: Yeah.

808 02:06:06.830 ⇒ 02:06:12.940 Bobby Jenkins: So he’s in there with his team. He’s got a team of engineering people, and they’re like literally

809 02:06:13.390 ⇒ 02:06:17.349 Bobby Jenkins: literally doing stuff with it. So he’s using the products every day.

810 02:06:17.810 ⇒ 02:06:25.710 Bobby Jenkins: Yeah, learning. Thank you so much. Learning by being in the middle. Just more read the

811 02:06:25.960 ⇒ 02:06:31.050 Bobby Jenkins: technical blogs that come out about all the innovation. So I mostly.

812 02:06:31.400 ⇒ 02:06:40.210 Bobby Jenkins: yeah. You know, I’m reading the kind of the executive summaries of all the stuff that’s happening. But I sort of I sort of do both. There’s I could. I’m happy.

813 02:06:40.610 ⇒ 02:06:42.959 StevenMeyer: To send you a couple of things that I probably

814 02:06:42.960 ⇒ 02:06:49.059 StevenMeyer: pretty good. I I’m I’m interested in it once. I think it’s interesting. I I agree, Scott, kind of like you that this is.

815 02:06:49.190 ⇒ 02:07:00.560 StevenMeyer: I don’t know that you can overstate how important this will be. You know some people think it’s just kind of fad in a bubble. But I I think I mean, you can’t overstate how important this is gonna be in the role of business. And just our everyday lives in the next

816 02:07:00.770 ⇒ 02:07:06.159 StevenMeyer: 5 years, and it’s just changing so much so. I’d love to learn as much about what’s going on as I can.

817 02:07:06.543 ⇒ 02:07:10.759 Bobby Jenkins: Send a few things that I read pretty religiously every week.

818 02:07:10.760 ⇒ 02:07:11.320 StevenMeyer: Yeah.

819 02:07:11.320 ⇒ 02:07:13.400 Bobby Jenkins: Do. Yeah, I

820 02:07:13.680 ⇒ 02:07:18.660 Bobby Jenkins: I agree that this is like what I yeah, what I do for a living. So it’s a little. It would be a little bit.

821 02:07:18.700 ⇒ 02:07:47.030 Bobby Jenkins: It’s a lot, but I will send you some things that are more about interviewing some of the founders of some of these companies that are building these tools and some of that which ideally will give you what I know about. Like the business direction. There’s a lot of stuff that’s also happening on the technical side that we are able, between you guys and us, to come up with a way for you guys to get the toe in like a new project, and even on a loop of project like that, it’ll be a great way for you guys manage the team and ABC just to really

822 02:07:47.090 ⇒ 02:07:49.610 Bobby Jenkins: learn it, just because you’ll be doing some of it, like in

823 02:07:50.140 ⇒ 02:07:54.150 Bobby Jenkins: in focal areas like this. And then the training and and

824 02:07:54.260 ⇒ 02:08:01.509 Bobby Jenkins: what I’d like to get going is just the conversation of other. No one success at a time. Let’s get a win here with Csr’s.

825 02:08:02.020 ⇒ 02:08:04.729 Bobby Jenkins: but I think we can then start talking about.

826 02:08:05.150 ⇒ 02:08:08.230 Bobby Jenkins: I’d like to talk about the field tax at some point pretty soon, because

827 02:08:09.170 ⇒ 02:08:13.889 Bobby Jenkins: there’s a bunch of AI stuff coming that could really revolutionize how field techs

828 02:08:14.860 ⇒ 02:08:18.870 Bobby Jenkins: instead of that, whether it’s an ipad or whatever they do in their truck.

829 02:08:19.560 ⇒ 02:08:22.099 Bobby Jenkins: it’s just gonna make it crazy.

830 02:08:22.450 ⇒ 02:08:29.400 Bobby Jenkins: I think it’s a good starting point. Because I mean, we we with the technicians. There’s a lot of

831 02:08:30.040 ⇒ 02:08:31.479 Bobby Jenkins: things that we

832 02:08:31.670 ⇒ 02:08:37.580 Bobby Jenkins: well, they’re the where your point of, I mean, they are your point of customer contact right there. The people are going to the homes doing the work.

833 02:08:37.680 ⇒ 02:08:42.270 Bobby Jenkins: and then they’ve got all this administrative stuff they do at the end where they’re filling out tickets and blah blah.

834 02:08:42.390 ⇒ 02:08:50.050 Bobby Jenkins: and I just from experience how hard it is to get the, you know they don’t. They’re all grumbling in the end. They don’t do the ticket right.

835 02:08:50.450 ⇒ 02:08:53.139 Bobby Jenkins: They haven’t been trained on the right procedure. And

836 02:08:53.450 ⇒ 02:08:57.809 Bobby Jenkins: and so that’s kind of your biggest point of failure in 1 1 way.

837 02:08:57.960 ⇒ 02:09:00.589 Bobby Jenkins: and so if you can put AI in their pocket.

838 02:09:00.800 ⇒ 02:09:08.969 Bobby Jenkins: they could just literally be an expert like, no, this is what’s that service. No, I’ll fill out the ticket for you. No like, you know.

839 02:09:09.090 ⇒ 02:09:11.389 Bobby Jenkins: even the camera like no, that

840 02:09:11.910 ⇒ 02:09:20.319 Bobby Jenkins: you know this. That’s something we don’t do that kind of tree, or we don’t do that kind of. So you, it’s just really let us what we’re gonna do.

841 02:09:22.680 ⇒ 02:09:36.060 Bobby Jenkins: Okay, we’ll we’ll let you go. It’s a great session. Yes, exactly what we needed to get going. We’ll talk tomorrow, and I’ll sort of synthesize this and present something that’s more concise, and then hopefully have something small to share.

842 02:09:36.200 ⇒ 02:09:39.490 Bobby Jenkins: and then we’ll probably end up doing something again early next week.

843 02:09:41.140 ⇒ 02:09:45.199 Bobby Jenkins: And then keep the Friday meeting, so I’ll sort of present them. The whole plan.

844 02:09:45.470 ⇒ 02:09:52.790 Bobby Jenkins: Yeah. And just people all agree. Yeah, right?

845 02:09:52.790 ⇒ 02:09:54.240 Bobby Jenkins: Cool. Thank you all.

846 02:09:54.696 ⇒ 02:09:55.610 Bobby Jenkins: Thank you.

847 02:09:55.610 ⇒ 02:09:56.350 StevenMeyer: Bye, bye.

848 02:09:56.980 ⇒ 02:09:58.240 Bobby Jenkins: Appreciate it.

849 02:09:58.450 ⇒ 02:10:01.600 Bobby Jenkins: And is Janice, her name spelled like it sounds

850 02:10:01.790 ⇒ 02:10:08.760 Bobby Jenkins: with a j yep instead of denise it’s Janice and I’ll I’ll.