Meeting Title: BF <> ABC - Phase 2 Discussion Date: 2025-03-26 Meeting participants: Uttam Kumaran, Steven, Scott Harmon, Yvetteruiz, Mattburns
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1 00:03:20.760 ⇒ 00:03:21.830 MattBurns: Hey? That!
2 00:03:24.800 ⇒ 00:03:25.859 MattBurns: How are you?
3 00:03:26.270 ⇒ 00:03:34.104 MattBurns: I think you’re muted sorry. Hi, Matt, how are you working on your day off?
4 00:03:34.460 ⇒ 00:03:35.980 MattBurns: Yeah, a little bit
5 00:03:35.980 ⇒ 00:03:38.829 YvetteRuiz: Little bit. How’s the weather?
6 00:03:39.230 ⇒ 00:03:44.840 MattBurns: It’s beautiful. It’s 63, and sunny. And yeah, really perfect.
7 00:03:45.160 ⇒ 00:03:46.440 YvetteRuiz: Nice
8 00:03:46.440 ⇒ 00:03:47.400 MattBurns: Hey! Steven.
9 00:03:47.400 ⇒ 00:03:48.930 YvetteRuiz: Hi Steven!
10 00:03:49.290 ⇒ 00:03:50.330 YvetteRuiz: Hi Adam!
11 00:03:50.330 ⇒ 00:03:51.320 Uttam Kumaran: Hey! How are you?
12 00:03:51.600 ⇒ 00:03:52.980 YvetteRuiz: Good, and yourself
13 00:03:52.980 ⇒ 00:03:53.750 Uttam Kumaran: Good.
14 00:03:55.140 ⇒ 00:03:57.609 YvetteRuiz: Steven. I feel like I haven’t even talked to you today.
15 00:03:57.610 ⇒ 00:04:00.440 Steven: No, I thought you were. Your light was off earlier. I thought you were
16 00:04:00.440 ⇒ 00:04:02.572 YvetteRuiz: Oh, cause I went to. Well, when I went to lunch. Yeah.
17 00:04:04.630 ⇒ 00:04:07.190 MattBurns: It’s not like you’re that far away from each other.
18 00:04:07.640 ⇒ 00:04:08.380 Uttam Kumaran: He’s been
19 00:04:08.380 ⇒ 00:04:10.548 YvetteRuiz: He’s been. His door has been closed all day.
20 00:04:10.890 ⇒ 00:04:11.590 Steven: Wow!
21 00:04:11.840 ⇒ 00:04:14.609 Steven: So wait till we get to the new office, and then we really hide away
22 00:04:15.530 ⇒ 00:04:17.049 Uttam Kumaran: Where is the new office?
23 00:04:18.358 ⇒ 00:04:21.741 Steven: It’ll be more. It’ll be a San Antonio office move
24 00:04:22.329 ⇒ 00:04:26.229 Steven: I don’t know if you’re familiar with San Antonio. Very much kind of off 2, 81 a little ways
25 00:04:26.230 ⇒ 00:04:26.920 Uttam Kumaran: Okay.
26 00:04:27.110 ⇒ 00:04:27.800 Uttam Kumaran: Nice.
27 00:04:29.630 ⇒ 00:04:30.330 Uttam Kumaran: Awesome.
28 00:04:30.670 ⇒ 00:04:32.294 YvetteRuiz: We’re excited about that
29 00:04:32.700 ⇒ 00:04:33.410 Uttam Kumaran: Yeah.
30 00:04:34.810 ⇒ 00:04:35.460 Uttam Kumaran: Hey? Scott.
31 00:04:36.870 ⇒ 00:04:38.259 Scott Harmon: Hi! How you doing
32 00:04:38.260 ⇒ 00:04:39.410 Uttam Kumaran: Good! How are you?
33 00:04:39.870 ⇒ 00:04:40.480 MattBurns: Hey! Scott!
34 00:04:40.480 ⇒ 00:04:41.299 Scott Harmon: I’m good.
35 00:04:42.240 ⇒ 00:04:43.690 Scott Harmon: Hey, man, how you doing?
36 00:04:44.100 ⇒ 00:04:45.480 Scott Harmon: Hey, Ben, how are you
37 00:04:45.920 ⇒ 00:04:46.380 MattBurns: Good, good.
38 00:04:46.380 ⇒ 00:04:50.469 Scott Harmon: Did. Did we interrupt your holiday here, Matt, with this, is that right?
39 00:04:51.390 ⇒ 00:04:54.225 MattBurns: Well, we flipped to Colorado this morning, but
40 00:04:54.920 ⇒ 00:04:57.519 MattBurns: I’ve got a little bit of a break, so no, it’s all good
41 00:04:57.916 ⇒ 00:04:58.709 YvetteRuiz: That’s true.
42 00:04:58.710 ⇒ 00:05:04.130 MattBurns: You’re not sitting on the back, the back patio on this meeting right now. It really makes us jealous of mountains in the background.
43 00:05:05.620 ⇒ 00:05:08.290 MattBurns: Yeah, it is pretty. It’s a beautiful day. I’ll say that
44 00:05:08.930 ⇒ 00:05:13.570 Scott Harmon: Wow! Good for you, for you! Getting away a little bit. Didn’t
45 00:05:13.860 ⇒ 00:05:16.948 Uttam Kumaran: But you can’t get too far away
46 00:05:17.390 ⇒ 00:05:18.120 MattBurns: Yeah.
47 00:05:18.760 ⇒ 00:05:19.400 Scott Harmon: Oh!
48 00:05:19.400 ⇒ 00:05:23.559 MattBurns: I know we wanted to kind of cover some things and see if we could make some progress. So
49 00:05:23.800 ⇒ 00:05:24.340 Uttam Kumaran: Yeah.
50 00:05:24.340 ⇒ 00:05:35.290 Scott Harmon: Yeah, my, I would. If it’s okay, I’ll just throw some thoughts out, only to get to get the conversation going. Tim and and Matt and Steve. So an event. So
51 00:05:35.720 ⇒ 00:05:43.360 Scott Harmon: I thought, maybe if I could throw out a couple of concepts to see if okay, we can get agreement on those, and then maybe we could agree on an approach
52 00:05:43.810 ⇒ 00:05:46.160 Scott Harmon: that we could then subsequently write up
53 00:05:46.960 ⇒ 00:05:49.469 YvetteRuiz: You know, and have you all sign off on. But
54 00:05:50.320 ⇒ 00:05:54.679 Scott Harmon: There’s 2 or 3 concepts I thought we we maybe could get in sync on. So
55 00:05:55.180 ⇒ 00:06:02.090 Scott Harmon: the 1st one i i know we both agree on is we? We don’t really like traditional software pricing where
56 00:06:02.210 ⇒ 00:06:08.670 Scott Harmon: you’re just sort of paying per user a fixed monthly amount.
57 00:06:11.230 ⇒ 00:06:12.870 Scott Harmon: You know. And
58 00:06:13.180 ⇒ 00:06:22.620 Scott Harmon: those costs can kind of add up and over time. I think people kind of question those costs, and they can. You know, they can be kind of pain in the rear.
59 00:06:22.770 ⇒ 00:06:30.210 Scott Harmon: and our goal and and Utam’s goal is to have a little more value oriented pricing where you’re paying for kind of a result.
60 00:06:30.870 ⇒ 00:06:34.419 Scott Harmon: And and and so
61 00:06:34.750 ⇒ 00:06:41.569 Scott Harmon: with call center related stuff, or Csr related stuff. It’s kind of hard to actually measure a dollar
62 00:06:42.070 ⇒ 00:06:45.000 Scott Harmon: value. There’s several things we’ve looked at.
63 00:06:45.110 ⇒ 00:06:50.809 Scott Harmon: but it’s come up that that Yvette has brought up, or Steven has brought up.
64 00:06:51.270 ⇒ 00:06:54.529 Scott Harmon: that I’ll just toss out there that that would be a big
65 00:06:55.470 ⇒ 00:07:00.459 Scott Harmon: financial savings, or or win for you, Matt, from A from a P. And L. Perspective.
66 00:07:02.450 ⇒ 00:07:09.290 Scott Harmon: One of them is where the agent is, is able to successfully answer a question
67 00:07:09.840 ⇒ 00:07:14.310 Scott Harmon: so that the Csr is able to close out that call without having to call.
68 00:07:14.670 ⇒ 00:07:16.619 Scott Harmon: Call the client back later.
69 00:07:18.160 ⇒ 00:07:21.670 Scott Harmon: You know the metrics, for that’s called 1st call resolution.
70 00:07:22.030 ⇒ 00:07:27.029 Scott Harmon: And it’s our. It’s our. It’s our hunch that if we can really have a big impact there.
71 00:07:27.810 ⇒ 00:07:32.840 Scott Harmon: that is that you could probably quantify, or at least get comfortable. That
72 00:07:33.200 ⇒ 00:07:36.209 Scott Harmon: yeah, if we don’t have to call our clients back, that’s
73 00:07:37.340 ⇒ 00:07:40.229 Scott Harmon: we’re probably either keeping them from churning, or
74 00:07:40.470 ⇒ 00:07:46.630 Scott Harmon: you know, it’s benefiting ABC financially. So one concept we kicked around is, Hey.
75 00:07:46.770 ⇒ 00:07:51.739 Scott Harmon: you know. Let’s say that the assistant is able. I’ll make up a number 25 times in a month
76 00:07:52.160 ⇒ 00:07:58.530 Scott Harmon: to help an Fc. You know a Csr revolt, resolve, a call, a call on the 1st time
77 00:07:58.900 ⇒ 00:07:59.900 Scott Harmon: you could.
78 00:08:00.290 ⇒ 00:08:06.900 Scott Harmon: You could ascribe a dollar value to that potentially the other thing that’s come up in conference. I’m just putting these on a whiteboard
79 00:08:06.900 ⇒ 00:08:07.969 MattBurns: Sure, and and you know
80 00:08:07.970 ⇒ 00:08:08.899 Scott Harmon: I mean, there’s a couple
81 00:08:08.900 ⇒ 00:08:12.819 MattBurns: Just a comment on that one Scott and Yvette, is that something
82 00:08:13.120 ⇒ 00:08:17.479 MattBurns: that we could get a baseline on? Do you think? Where we could say, Okay, here’s
83 00:08:18.070 ⇒ 00:08:25.210 MattBurns: here’s the starting point. And it could be a starting point with, You know, brain forge or something just to say, Okay, here’s
84 00:08:25.380 ⇒ 00:08:27.550 MattBurns: here’s kind of where we are in terms of
85 00:08:28.040 ⇒ 00:08:32.039 MattBurns: 1st call resolution, and have a good definition for it.
86 00:08:32.309 ⇒ 00:08:35.249 MattBurns: and a good metric for it. But
87 00:08:35.419 ⇒ 00:08:42.440 MattBurns: if we can do that. Then I think that’s got possibilities. If we could say, All right, here’s our baseline, whatever it is.
88 00:08:42.600 ⇒ 00:08:48.850 MattBurns: and then you go. We’ve had this much improvement, and you know you could scale it that way. Maybe
89 00:08:49.260 ⇒ 00:08:49.600 YvetteRuiz: Yeah.
90 00:08:49.600 ⇒ 00:08:58.980 Scott Harmon: That’s 1 way to do it. I I know that you’ve looked at 8 by 8 is, I think, is the system y’all use to keep those baseline statistics. I don’t know if you have one for 1st call. Resolution of that
91 00:08:59.100 ⇒ 00:09:25.499 YvetteRuiz: Yeah. So we, you know, it’s easy when you have, like a ticketing system that follows. But with 8 by 8 we were able to go in there and look at the repeated interaction. So right now, that’s what Brian and myself we’re working on with 8 by 8 to make sure that we’re extracting the same data. So that shows us Matt, the numbers that called. So it gives you a report that actually calls, okay, this phone number caught X amount of times. But I was when I was speaking to Uda when we met.
92 00:09:25.500 ⇒ 00:09:49.539 YvetteRuiz: I said, where I mean, we have customers, multi services. You know what I mean. So that doesn’t necessarily mean they’re calling us back. All that time they could be calling for different services. So I’m trying to find a maybe not. If if I pull that report on a monthly basis, then that number, if I have that number calling multiple times, and that we could get somewhere of a we could get a good baseline, and that’s what Brian and I, are are
93 00:09:50.042 ⇒ 00:10:00.139 YvetteRuiz: looking into to get that number. And I did share just kind of what we came up with with Udem the last time we met, and so we can start there, and we can see that change. I think
94 00:10:00.480 ⇒ 00:10:01.775 YvetteRuiz: that would be fair
95 00:10:02.430 ⇒ 00:10:02.790 MattBurns: Go ahead!
96 00:10:02.790 ⇒ 00:10:10.079 Scott Harmon: Okay. So that’s that’s 1 concept. Again, I’m just trying to toss these the table. Then we kick them around a little bit. Another one, which is.
97 00:10:10.440 ⇒ 00:10:17.800 Scott Harmon: you know, we’ve we’ve programmed the agent to be able to do is and these, this is fairly recent where these oh, by the ways
98 00:10:18.655 ⇒ 00:10:22.280 Scott Harmon: suggestions which the reason those
99 00:10:22.900 ⇒ 00:10:26.619 Scott Harmon: got my attention is, if I understand correctly, Stephen.
100 00:10:26.930 ⇒ 00:10:33.790 Scott Harmon: those are an opportunity to sell a new service to probably an existing client, and
101 00:10:34.080 ⇒ 00:10:38.260 Scott Harmon: and and if that’s the case, I would think oh, you know, boy, the agent helped
102 00:10:38.700 ⇒ 00:10:47.440 Scott Harmon: 5 or 10 times that you you should be able to tie direct monetary value to that. In my terminology I call that an upsell or a cross sell.
103 00:10:47.550 ⇒ 00:10:55.439 Scott Harmon: You may have a different, you know, terminology. So that’s another type of call where I could see the agent, you know, the the AI assistant being.
104 00:10:56.000 ⇒ 00:10:59.030 Scott Harmon: Wow! You know that that’s really helpful. Those are
105 00:10:59.380 ⇒ 00:11:05.909 Scott Harmon: those. Oh, by, the ways are direct money in your pocket at the top line, I guess. And so that’s another
106 00:11:06.690 ⇒ 00:11:11.880 Scott Harmon: metric we could use. What do you? So that says, I don’t know what your thoughts are on that one
107 00:11:12.300 ⇒ 00:11:18.550 MattBurns: Certainly that’s that’s a good one, because it does lead directly to more revenue for us, and
108 00:11:18.680 ⇒ 00:11:19.950 MattBurns: we have been
109 00:11:20.370 ⇒ 00:11:29.590 MattBurns: emphasizing that with limited success. I guess I’d put it that way that we, you know again, you’ve got some agents that are
110 00:11:30.620 ⇒ 00:11:35.099 MattBurns: very participatory, and others that not quite so much. And
111 00:11:35.380 ⇒ 00:11:40.410 MattBurns: but yeah, if we could somehow have the AI assistant
112 00:11:40.530 ⇒ 00:11:46.159 MattBurns: improve that performance, that’s certainly something that’s got a real dollar value to it. Yeah.
113 00:11:47.000 ⇒ 00:11:55.610 Scott Harmon: Okay. So so those are a couple of concepts. I guess the the 3rd thing I’ll say, and then we can kick this around and invite everybody to share their thoughts. Is
114 00:11:56.270 ⇒ 00:12:01.050 Scott Harmon: any time I you know, you and I have talked about this. Maybe a good way to get going
115 00:12:01.380 ⇒ 00:12:05.240 Scott Harmon: is, and I’m a big believer in. Just keep it real simple.
116 00:12:05.350 ⇒ 00:12:07.839 Scott Harmon: you know. Walk before you run. Kind of concept.
117 00:12:08.000 ⇒ 00:12:16.770 Scott Harmon: So you could. You could imagine a sort of just a baseline quarterly fee.
118 00:12:16.870 ⇒ 00:12:23.089 Scott Harmon: and we could even structure it in, maybe in 3 tiers, where
119 00:12:23.510 ⇒ 00:12:28.589 Scott Harmon: I do think we’d want to say, look if the if the agent’s successful, the Csrs are going to use it.
120 00:12:28.970 ⇒ 00:12:31.819 Scott Harmon: and they’re going to use it more and more and more. That you know.
121 00:12:32.270 ⇒ 00:12:38.849 Scott Harmon: these Csrs get these questions all the time. If this thing’s helpful, they’ll it’s its usage rate will go up
122 00:12:39.180 ⇒ 00:12:41.600 Scott Harmon: so you could imagine a table or a
123 00:12:42.250 ⇒ 00:12:45.529 Scott Harmon: a 3 set of 3 tiers, where we say in any given
124 00:12:45.960 ⇒ 00:12:48.820 Scott Harmon: quarter a month, whichever is more convenient for you.
125 00:12:49.050 ⇒ 00:12:53.489 Scott Harmon: you would say, Hey, you know, if it gets used more than 50 times.
126 00:12:54.470 ⇒ 00:12:58.080 Scott Harmon: you know. We’ll pay you this much if it gets used more than a hundred times.
127 00:12:58.500 ⇒ 00:13:00.849 Scott Harmon: We’ll pay you this much.
128 00:13:01.170 ⇒ 00:13:03.239 Scott Harmon: And again, that’s not quite
129 00:13:03.730 ⇒ 00:13:08.389 Scott Harmon: perfect, because it doesn’t tie directly to your P. And L. But if we could keep the number low enough
130 00:13:08.560 ⇒ 00:13:12.109 Scott Harmon: to kind of cover, you know Utam’s costs.
131 00:13:13.070 ⇒ 00:13:17.290 Scott Harmon: and you would be able to just feel comfortable like, Okay, there’s 3 tiers.
132 00:13:18.060 ⇒ 00:13:23.930 Scott Harmon: If the activity is going up and we show you logs of exactly the questions it’s answering, and exactly.
133 00:13:24.440 ⇒ 00:13:29.570 Scott Harmon: you know. So you could your vet could look at the logs and go. Yeah, this is, it’s being used to.
134 00:13:29.950 ⇒ 00:13:32.900 Scott Harmon: you know, in a in a really helpful way.
135 00:13:33.360 ⇒ 00:13:39.710 Scott Harmon: that we could, we could have as a baseline just these 3, these 3 different tiers.
136 00:13:40.405 ⇒ 00:13:48.049 Scott Harmon: So you would know in in any quarter what the possibilities were based on usage. And then maybe we put a little bonus on top
137 00:13:48.410 ⇒ 00:13:50.530 Scott Harmon: for the oh, by the ways, you know, like
138 00:13:50.530 ⇒ 00:13:51.240 MattBurns: You know.
139 00:13:51.570 ⇒ 00:13:52.130 Steven: Yeah.
140 00:13:52.130 ⇒ 00:13:54.299 MattBurns: Another one. Go ahead, Steve
141 00:13:54.300 ⇒ 00:14:20.790 Steven: That’s what I was gonna say, I like that, because obviously, you know, we trust you all. Y’all we know that y’all aren’t out this just to make a ton of money off us. You’ll truly want to help us, but we know we all have real cost, too, so we can’t just say, Oh, no money, you know. But yeah, I think you know, for up to 50 uses it’s a thousand bucks a month, 50 to 200 uses is 2,000 bucks a month beyond, you know, whatever. So you know, you’re getting at least 1,000 bucks a month, and we know our Max is gonna be this. And then then we just
142 00:14:20.860 ⇒ 00:14:32.680 Steven: obviously you’re gonna be grading it. And then you’ll keep getting us that data and info. And if we see man. Yeah, people are starting to use it more, this being more and more beneficial to us. Then obviously, the cost goes up for you all make more as well. But yeah.
143 00:14:32.680 ⇒ 00:14:33.100 Steven: and I,
144 00:14:33.100 ⇒ 00:14:41.580 Steven: where we have some tiers, it’s it’s more visual to us to say, Hey, this is kind of what it looks like. And then, as we get going, we keep grading it and watching it, and as
145 00:14:41.580 ⇒ 00:14:56.460 Scott Harmon: I kind of. Here’s what I like about that, Steven. If we make 3 tier. Nothing magic about 3. But let’s say we make 3. You know what the Max tier would be like. I’m not going to pay more than X, but we could always adjust that a given quarter. Let’s say, let’s say our top tier. I
146 00:14:56.660 ⇒ 00:15:06.900 Scott Harmon: you I don’t know 100 times a a month, or I don’t. Maybe. What if it’s doing way better than we might want to say, Hey, we should raise the tier levels. But we could do that quarterly. So you’ll never be surprised.
147 00:15:07.100 ⇒ 00:15:13.880 Scott Harmon: Yeah, like, Oh, my gosh, I’m gonna get some big bill from yeah from Brain Forge that I didn’t anticipate, and
148 00:15:13.880 ⇒ 00:15:22.340 Steven: We know y’all are gonna up. Y’all are gonna up the cost unless it’s helping us more than expected, and if it’s helping us more than expected. Then we’re willing to pay that cost because it’s
149 00:15:22.340 ⇒ 00:15:22.869 YvetteRuiz: That’s where the data
150 00:15:22.870 ⇒ 00:15:23.200 Scott Harmon: That’s kind
151 00:15:23.200 ⇒ 00:15:29.309 YvetteRuiz: Would come in very handy, being able to go in there and identify. What are those questions? Are they helping us and
152 00:15:29.600 ⇒ 00:15:36.850 MattBurns: Well, and you get the the piece. That I think is another measurable that does translate into dollars
153 00:15:37.110 ⇒ 00:15:40.419 MattBurns: in a lot of ways is the average handling time. Because
154 00:15:41.330 ⇒ 00:15:45.979 MattBurns: if if the if the If the Csr
155 00:15:46.230 ⇒ 00:15:51.029 MattBurns: particularly the newer Csrs, and you can see this Utam and Scott that
156 00:15:51.430 ⇒ 00:15:59.269 MattBurns: the handling time for a new Csr. Can be 3 to 4 min whatever compared with a seasoned
157 00:15:59.380 ⇒ 00:16:03.270 MattBurns: veteran who can be one or 2 min, and obviously
158 00:16:03.660 ⇒ 00:16:09.319 MattBurns: that translates into efficiency the number of employees we have to have to handle the calls and whatever. So
159 00:16:09.850 ⇒ 00:16:12.239 MattBurns: if we could see over time
160 00:16:12.760 ⇒ 00:16:20.139 MattBurns: that that handling time is going down, and Yvette and I’ve talked about this, particularly in regard to new people, because
161 00:16:20.410 ⇒ 00:16:26.350 MattBurns: it’s intimidating for a new Csr. To all of a sudden
162 00:16:26.480 ⇒ 00:16:33.459 MattBurns: be on their own quote, unquote and they have to put the customer on hold.
163 00:16:33.590 ⇒ 00:16:47.759 MattBurns: They have to go talk to the Supervisor. They have to ask more. You know, it’s just. It turns that normally 2 min call into 6, 7 min sometimes. So all of a sudden our efficiency goes down. So
164 00:16:47.880 ⇒ 00:16:53.420 MattBurns: I do think the AI assistant in particular could help the newer folks, and if that
165 00:16:53.580 ⇒ 00:17:02.759 MattBurns: if we could say, Hey, gosh! Our handling time is going down. That could be another bonus, or something where we could see another level, or something like that, you know.
166 00:17:03.180 ⇒ 00:17:11.320 Scott Harmon: I like. I like the idea of a baseline, 3 tiers, which we all agree on very simple, and a couple of bonus
167 00:17:11.690 ⇒ 00:17:14.490 Scott Harmon: criteria that we would measure quarterly
168 00:17:14.490 ⇒ 00:17:15.069 Uttam Kumaran: Yeah.
169 00:17:15.079 ⇒ 00:17:17.329 Scott Harmon: And say, Hey, boy, we saw.
170 00:17:17.569 ⇒ 00:17:21.999 Scott Harmon: you know, average handle time dropped by this much. We’d have to sit down and make sure.
171 00:17:22.509 ⇒ 00:17:25.799 Scott Harmon: You know we got the right data pulled out, and that way
172 00:17:25.919 ⇒ 00:17:37.809 Scott Harmon: Utam’s team has great. We could win a bonus every quarter right like. And you know, gosh, we’re going to go for, you know, for those. Oh, by the ways, because that’s upside for him. Or maybe.
173 00:17:37.929 ⇒ 00:17:40.949 Scott Harmon: boy, you really impacted handle time, boy, that’s another
174 00:17:41.069 ⇒ 00:17:43.469 Scott Harmon: kind of carrot for him to shoot for.
175 00:17:43.709 ⇒ 00:17:46.249 Scott Harmon: and put that on top like as a bonus
176 00:17:46.490 ⇒ 00:17:47.160 YvetteRuiz: Yeah.
177 00:17:47.160 ⇒ 00:17:49.949 Scott Harmon: On top of just the baseline
178 00:17:50.220 ⇒ 00:18:01.689 YvetteRuiz: Yeah. And that’s that’s that’s that’s a great measurement. Because that’s what we use all the time. And we use that for forecasting to get our head count. So I mean, that’s right. Now. I mean, we were just deep diving into that
179 00:18:01.942 ⇒ 00:18:22.859 YvetteRuiz: right now, because we’re in busy season, and we’re kind of looking at. Okay, what are the what are those high times looking at right now? What are we struggling with? So we’re kind of? Because right now. We just hired new people. But this is our 1st time dealing with season, right? And that’s when our calls start coming in. So that’s when you really start seeing some of the challenges? So those are. Those are good measurement. I I like that
180 00:18:22.860 ⇒ 00:18:23.270 MattBurns: Yeah.
181 00:18:23.270 ⇒ 00:18:23.670 Scott Harmon: Okay?
182 00:18:24.810 ⇒ 00:18:32.540 Scott Harmon: So I guess what I’m hearing is a baseline 3 tier based on how many times the assistant is
183 00:18:33.190 ⇒ 00:18:35.749 Scott Harmon: successfully answers a question.
184 00:18:36.050 ⇒ 00:18:41.929 Scott Harmon: and we could socialize those with you and make sure you’re comfortable, and that just they pass the eye test and
185 00:18:42.180 ⇒ 00:18:48.629 Scott Harmon: and we could just kind of revisit them every 90 days based on what we’re learning together.
186 00:18:49.250 ⇒ 00:18:50.260 Scott Harmon: But
187 00:18:51.480 ⇒ 00:19:09.159 Scott Harmon: you know, you’ll know what you’ll know what the 1st quarter. Okay, that’s my yeah. That’s my Max amount. And then, if we could word the the 2 bonuses on the oh, by the ways and the handle time, then those would be settled up at The and again, I’m fine if you want to do it. Quarterly Monthly can be a little tricky with this stuff, just because the
188 00:19:09.160 ⇒ 00:19:09.750 YvetteRuiz: Yep.
189 00:19:10.100 ⇒ 00:19:12.239 Scott Harmon: All the metrics are kind of hard to pull, and
190 00:19:12.240 ⇒ 00:19:12.830 Uttam Kumaran: Yeah.
191 00:19:13.220 ⇒ 00:19:17.180 Scott Harmon: You know I think Quarterly Quarterly is pretty fair
192 00:19:17.680 ⇒ 00:19:20.209 Uttam Kumaran: Yeah. And then and and 1 point there, too, is.
193 00:19:20.400 ⇒ 00:19:31.430 Uttam Kumaran: it’s gonna take us probably another month at least, to start to get the 8 by data links to the AI data. And so I think, being able to say at the end of this quarter, taking a look at
194 00:19:32.110 ⇒ 00:19:42.399 Uttam Kumaran: okay, what phone calls did we affect? And again, we’re just now rolling it out. So we’re gonna be rolling it out to 5 people. And then we’re gonna start rolling it out broadly. So it will probably end up being that
195 00:19:42.900 ⇒ 00:19:50.799 Uttam Kumaran: basically like the end of Q. 2 is probably a good spot for us to take a look at what was the total volume put through? How many calls
196 00:19:51.230 ⇒ 00:20:11.760 Uttam Kumaran: agent used on? And then, taking a look at as a group, what were the resolutions for those customers, and I think we will have enough data by then, ideally, again, by like to start pulling that stuff together by the beginning of June to kind of look at during June, and then come to an agreement on like what Q. 3 could look like. I think that seems pretty fair
197 00:20:11.760 ⇒ 00:20:12.119 MattBurns: You know, like
198 00:20:13.040 ⇒ 00:20:13.640 Steven: I like that.
199 00:20:13.640 ⇒ 00:20:13.970 Steven: So
200 00:20:13.970 ⇒ 00:20:30.060 Steven: and then again, you know, it just kind of clicked in my head. It’s hard. Because again, we’re talking about software and AI and soft the old school software mentality of how you price things. But yeah, we really gotta. We’re talking about bonuses like we treat this as another Csr. We are Csr’s bonuses for doing. Oh, by the way, is the
201 00:20:30.060 ⇒ 00:20:30.530 Scott Harmon: What I like
202 00:20:30.530 ⇒ 00:20:37.859 Steven: Because we want to incentivize Bootom and his team to keep getting the AI better. So if they keep getting the AI better, it’s better for us and better for them. So yeah, it’s really like
203 00:20:37.860 ⇒ 00:20:44.459 Scott Harmon: That’s exactly exactly what I was hoping you’d say, because I do think you should think of almost like, Boy I
204 00:20:44.570 ⇒ 00:20:58.669 Scott Harmon: I’m going to give a bonus to Csrs if they do this or that, because it helps your P. And L. Steven, and and you probably do that already, and we just like to be thought of that way. And then if we could come up with this just baseline tier, we now have foundation. So
205 00:20:58.880 ⇒ 00:21:01.299 Scott Harmon: okay, there’s a baseline quarterly amount.
206 00:21:01.510 ⇒ 00:21:04.680 Scott Harmon: Yeah, we want to get in that 3rd tier. We want to make sure the
207 00:21:05.390 ⇒ 00:21:09.590 Scott Harmon: you know the the system is addictive, right? The Csrs are using it.
208 00:21:09.760 ⇒ 00:21:26.349 Scott Harmon: because we always want to be in that 3rd tier, whatever that 3rd tier is. Right? Yeah. And and then, as as long as the quality of questions which a vet can monitor like. You’ll we’ll all be reading all the questions, and if if there’s something screwy or like, wait a minute, they’re using it to
209 00:21:26.540 ⇒ 00:21:29.399 Uttam Kumaran: Check their 4. 0, 1 k, or like some brand like
210 00:21:29.960 ⇒ 00:21:31.770 Scott Harmon: You know we can.
211 00:21:32.570 ⇒ 00:21:34.259 Scott Harmon: You know we we don’t
212 00:21:34.260 ⇒ 00:21:34.630 Uttam Kumaran: Yeah.
213 00:21:34.630 ⇒ 00:21:38.430 Scott Harmon: We want to make sure the quality of the calls is what you’re.
214 00:21:38.930 ⇒ 00:21:40.850 Scott Harmon: You know you’re looking for
215 00:21:42.620 ⇒ 00:21:48.529 Scott Harmon: and I think you’ve got good measurements on that you’re building into the dashboard, which is like so number one
216 00:21:49.320 ⇒ 00:21:53.369 Scott Harmon: Steve and Matt, you may not know that, but the team is adding a success
217 00:21:54.250 ⇒ 00:22:03.740 Scott Harmon: kind of ranking, for every question like, you know. Was this successful or not? So we’ll know, you know we’ll only be paid on those. Those were the successful
218 00:22:05.250 ⇒ 00:22:05.940 Scott Harmon: so
219 00:22:05.940 ⇒ 00:22:12.590 YvetteRuiz: I saw that thumbs up and the thumbs down was added to the bot which I absolutely love. Janice and I were
220 00:22:12.920 ⇒ 00:22:16.494 YvetteRuiz: looking at that go to the questions
221 00:22:17.130 ⇒ 00:22:22.329 Scott Harmon: Well, it sounds like that. We’re conceptually, which is kind of my goal, like we’re
222 00:22:22.600 ⇒ 00:22:28.950 Scott Harmon: we’re on board just to say that back we’ll send over a kind of a plan for the 1st quarter, meaning Q. 2,
223 00:22:29.140 ⇒ 00:22:32.029 Scott Harmon: you know, kind of April, May and June.
224 00:22:32.170 ⇒ 00:22:35.899 Scott Harmon: It’ll be based on 3 tiers based on usage
225 00:22:36.883 ⇒ 00:22:40.460 Scott Harmon: we may have to quibble about that number. I don’t know exactly what it’ll be, but
226 00:22:40.620 ⇒ 00:22:42.640 Scott Harmon: we’ll try and pick something that’s fair
227 00:22:42.910 ⇒ 00:22:43.380 MattBurns: Yeah.
228 00:22:43.380 ⇒ 00:22:52.370 Scott Harmon: And then we’ll stick a couple of end of quarter bonuses in there, and if we can get the language, you know comfortable, then, you know we have to go back and forth a couple of times with a document. But
229 00:22:52.720 ⇒ 00:22:55.300 Scott Harmon: is that an approach, Matt and Steve and Yvet? That
230 00:22:55.300 ⇒ 00:23:01.979 MattBurns: Yeah, I think that’s a good one. I’ll you know I’ll loop Bobby in. Obviously I’ve kind of kept him up to speed a little bit and
231 00:23:02.150 ⇒ 00:23:05.329 MattBurns: let him know. You know, kind of that. We’re
232 00:23:05.430 ⇒ 00:23:09.339 MattBurns: happy with the progress we feel like there’s got some great potential here. So
233 00:23:09.807 ⇒ 00:23:15.550 MattBurns: good. Yeah. So now I’ll loop him in. But I I think that’s a good place to to start. Scott
234 00:23:16.040 ⇒ 00:23:17.859 Scott Harmon: Yeah, okay.
235 00:23:18.300 ⇒ 00:23:23.576 Scott Harmon: well, that’s victory. And we took up. We took up 20 min of your vacation time. So
236 00:23:25.440 ⇒ 00:23:34.417 Uttam Kumaran: I think my, my, maybe my last wrench before we close is how we can get an opportunity at scaling this across the rest of the organization.
237 00:23:34.750 ⇒ 00:23:38.460 MattBurns: No, that’s that’s that’s you’re exactly right. Because I think
238 00:23:38.680 ⇒ 00:23:42.799 MattBurns: what we might could do. Scott is to say something like, Okay.
239 00:23:43.050 ⇒ 00:23:58.329 MattBurns: this baseline covers the pest department, which is this, many Csrs. And then, if you moved it to the mechanical department, that’s this. Many Csrs or the lawn department, or something like that, so you could scale it across based on the size of the department. Something like that.
240 00:23:59.880 ⇒ 00:24:10.079 Uttam Kumaran: Yeah, and to to give you my perspective for us. You know, we actually have a really good framework for doing these especially, and we also have now the relationships within the company that
241 00:24:10.210 ⇒ 00:24:37.980 Uttam Kumaran: to to start really, our cost is to bring in that data into the structure work with whoever is the lead there, and then start to make sure it’s available. But again, I think you can probably see that this agent framework can be leveraged in many different, you know, parts to sort of streamline information. So like, I think that’s another thing that maybe this quarter we can also begin to talk about about what would be the cost, whether it’s based on the complexity or the number of people. To sort of begin to
242 00:24:38.060 ⇒ 00:24:53.809 Uttam Kumaran: bring that, make that available. And of course there’s another set of like testing onboarding per department, and there’s some nuances that are different. But there’s there’s a lot of stuff that we’ve benefited. From that I think you should totally take advantage of in the other departments, as well
243 00:24:54.650 ⇒ 00:24:55.410 MattBurns: For sure.
244 00:24:56.700 ⇒ 00:25:00.979 Scott Harmon: Okay. So the onus is on us. We’ll send the document over.
245 00:25:02.100 ⇒ 00:25:05.620 Scott Harmon: I’m not gonna do anything, so it’s up to Utah
246 00:25:05.830 ⇒ 00:25:07.913 Uttam Kumaran: Yeah, I’ll get one over
247 00:25:08.330 ⇒ 00:25:10.899 Scott Harmon: Yeah, I’m about to. I’m about to commit you to a deliverable here
248 00:25:10.900 ⇒ 00:25:11.660 Uttam Kumaran: That’s fine!
249 00:25:12.126 ⇒ 00:25:12.620 YvetteRuiz: I’m good
250 00:25:12.620 ⇒ 00:25:13.260 Uttam Kumaran: Wait a minute
251 00:25:13.790 ⇒ 00:25:17.369 Scott Harmon: Okay, good. Well, thanks so much, Matt. Sometime later I’m
252 00:25:17.580 ⇒ 00:25:19.489 Scott Harmon: I wanted to pick your brain on a
253 00:25:20.125 ⇒ 00:25:23.679 Scott Harmon: just a totally different AI topic which is around legal.
254 00:25:23.860 ⇒ 00:25:28.639 Scott Harmon: We’re seeing some really interesting law law. Fee related AI stuff
255 00:25:28.920 ⇒ 00:25:31.080 Scott Harmon: again. Let’s I don’t. Wanna you know.
256 00:25:31.080 ⇒ 00:25:31.620 MattBurns: Yeah.
257 00:25:31.990 ⇒ 00:25:36.650 Scott Harmon: Overcomplicate this conversation. But my goal is to get a win inside ABC,
258 00:25:37.060 ⇒ 00:25:43.999 Scott Harmon: where there’s some success, and then we can talk about other stuff, but just to plant the seed we’re seeing some real interesting.
259 00:25:44.990 ⇒ 00:25:56.310 Scott Harmon: How do I cut my legal fees, you know, substantially. And so, when the time’s right, I’d love to know what what kind of legal costs you have. And do you have you have an in-house counsel inside, ABC. Or is everything
260 00:25:56.410 ⇒ 00:25:58.030 Scott Harmon: everything done outside
261 00:25:59.420 ⇒ 00:26:04.179 MattBurns: We have an interesting relationship with a good friend of mine and Bobby’s, who
262 00:26:04.770 ⇒ 00:26:08.329 MattBurns: essentially, we exchange services with so
263 00:26:08.330 ⇒ 00:26:13.100 Scott Harmon: Oh, well, you may be hacked it already. You might
264 00:26:14.915 ⇒ 00:26:15.620 MattBurns: Again.
265 00:26:15.620 ⇒ 00:26:16.300 MattBurns: We’ve
266 00:26:16.720 ⇒ 00:26:22.320 MattBurns: it’s an interesting one. I’ll I’ll go through it with you, Scott. But yeah, there’s there might be some room there still.
267 00:26:23.040 ⇒ 00:26:30.559 Scott Harmon: Fair enough. Yeah, like, like, say, we’ll, we’ll do that later. Just you know, we can carve out some time after we get this one up and running
268 00:26:31.260 ⇒ 00:26:32.030 MattBurns: Perfect.
269 00:26:32.030 ⇒ 00:26:32.780 Scott Harmon: Okay. Cool.
270 00:26:33.240 ⇒ 00:26:34.550 Scott Harmon: Thanks. Thanks. Everyone.
271 00:26:34.550 ⇒ 00:26:34.990 MattBurns: Virtues.
272 00:26:35.360 ⇒ 00:26:36.059 Scott Harmon: Rest of your day.
273 00:26:36.060 ⇒ 00:26:36.620 YvetteRuiz: Hey, guys.
274 00:26:36.620 ⇒ 00:26:37.370 Uttam Kumaran: So much.
275 00:26:37.370 ⇒ 00:26:38.430 MattBurns: Thanks guys