Meeting Title: Brainforge x ABC Home and Commercial: Weekly Project Check Date: 2025-06-19 Meeting participants: Yvetteruiz, Uttam Kumaran, Amber Lin
WEBVTT
1 00:02:51.750 ⇒ 00:02:52.880 YvetteRuiz: Hi amber.
2 00:02:53.200 ⇒ 00:02:54.880 Amber Lin: Hi! How are you?
3 00:02:55.760 ⇒ 00:02:59.130 YvetteRuiz: I’m doing okay, just a little tired.
4 00:02:59.690 ⇒ 00:03:00.515 Uttam Kumaran: Same.
5 00:03:01.340 ⇒ 00:03:03.319 YvetteRuiz: Yeah, same is that you, Tim?
6 00:03:03.320 ⇒ 00:03:03.820 Uttam Kumaran: Yes.
7 00:03:04.642 ⇒ 00:03:09.159 YvetteRuiz: I think it may be only us guys. Steven’s not coming. Janice is off.
8 00:03:09.910 ⇒ 00:03:10.720 YvetteRuiz: So.
9 00:03:10.720 ⇒ 00:03:14.309 Uttam Kumaran: Okay, cool. We have a, we do have a lot of features to share. So.
10 00:03:14.310 ⇒ 00:03:15.440 YvetteRuiz: Awesome.
11 00:03:21.440 ⇒ 00:03:25.530 Amber Lin: Let me see. Okay, here’s the presentation.
12 00:03:28.390 ⇒ 00:03:30.570 Amber Lin: All right.
13 00:03:31.021 ⇒ 00:03:39.300 Amber Lin: Let me share screen and then we can send. I’ll send the email update to whoever’s not here. And also the recording is also available.
14 00:03:40.650 ⇒ 00:03:42.250 YvetteRuiz: Sounds good.
15 00:03:56.530 ⇒ 00:04:22.859 Amber Lin: so let’s start off by looking at the usage together. I know yvette you and I have looked at this pretty frequently. But we did some analysis, and we want to point out something that we found. And this is a problem that we should address together. So 1st off, I want to look at the usage of Andy and compare that to a monthly goal.
16 00:04:23.270 ⇒ 00:04:31.340 Amber Lin: So I took the initial goal of 2,000 sessions per month from our from our contract. And
17 00:04:31.480 ⇒ 00:04:42.190 Amber Lin: once we hit that initial goal, we can set another goal for even more usage because we can. The Csrs only get benefits from Andy if they if they use it.
18 00:04:42.320 ⇒ 00:04:49.330 Amber Lin: and looking at every 2 week period. So around 14 days, we can see that currently.
19 00:04:50.340 ⇒ 00:04:56.639 Amber Lin: for the last 14 days we’ve seen around 200 sessions and
20 00:04:57.260 ⇒ 00:05:00.600 Amber Lin: overall. We’ve seen that the usage has remained
21 00:05:00.760 ⇒ 00:05:06.509 Amber Lin: relatively under 20% of our 2,000 per month target.
22 00:05:06.730 ⇒ 00:05:10.450 Amber Lin: And we see that in between
23 00:05:11.240 ⇒ 00:05:35.660 Amber Lin: late March and early April early April, we see a spike in usage, and that was when we fully rolled it out to all the Csrs. But overall it is, it’s steadily climbing, but it I do think there’s a lot more space for us to really boost this usage and go from 20 to
24 00:05:36.340 ⇒ 00:05:41.440 Amber Lin: 100% of our 2,000 per month goal and.
25 00:05:42.910 ⇒ 00:05:44.185 YvetteRuiz: That’s interesting data.
26 00:05:44.620 ⇒ 00:05:53.130 Amber Lin: Yeah, it is I. Once we looked at the month over, say, month over month, or every 14 days, we really see that.
27 00:05:54.450 ⇒ 00:06:01.259 Amber Lin: are we really perceiving it correctly like, do we? We? So we thought it was stagnant, and it is
28 00:06:01.590 ⇒ 00:06:03.440 Amber Lin: slightly growing, but.
29 00:06:04.435 ⇒ 00:06:10.249 Amber Lin: Overall. I do think, balance with the factor that we did add overflow agents
30 00:06:10.660 ⇒ 00:06:30.249 Amber Lin: and people have became more comfortable with it. So do you think overall per person usage is still relatively the same, or have declined? And so these are overall usage. But per person, we really need to go in and see what we can do to improve that.
31 00:06:30.630 ⇒ 00:06:31.430 YvetteRuiz: Yep.
32 00:06:31.430 ⇒ 00:06:31.990 Amber Lin: Hmm.
33 00:06:32.560 ⇒ 00:06:34.119 YvetteRuiz: I agree with that.
34 00:06:35.290 ⇒ 00:06:57.900 Amber Lin: And the next we looked at the on Wednesday me, Janice and Shannon spent an hour looking at the feedback table, and to we what we did is one classify each question based on what type they are? Is it about the Service information, or is it about internal procedures on how to do things. And
35 00:06:58.330 ⇒ 00:07:21.559 Amber Lin: after we classified everything, we found that there’s 2 times as more feedback on service information than about internal procedure. And I believe that’s the easy area where we can really improve how Andy helps the Csrs by really clearly answering those service information, because as we went through the feedback. A lot of them was not included
36 00:07:22.090 ⇒ 00:07:27.340 Amber Lin: in the central dock, and therefore Andy was just unable to answer them. And
37 00:07:27.780 ⇒ 00:07:32.440 Amber Lin: service information is such a bigger need than about internal procedures.
38 00:07:32.560 ⇒ 00:07:39.040 Amber Lin: I think a small adjustment here will have a bigger impact on the usage.
39 00:07:39.260 ⇒ 00:07:42.330 Amber Lin: So that’s where I recommend. We start and.
40 00:07:42.330 ⇒ 00:07:42.890 YvetteRuiz: Okay.
41 00:07:43.207 ⇒ 00:07:55.289 Amber Lin: That’s what I’m gonna relate to Janice and Shannon about all the feedback. How do we prioritize? Because there is a lot of things that we need to go through, and we need some order of doing things.
42 00:07:55.290 ⇒ 00:08:05.540 YvetteRuiz: Yeah, no, for sure. And I know that was kind. I I met with Shannon today because we had our one on one today. And you know we were talking about the Central Doc and the
43 00:08:05.660 ⇒ 00:08:21.369 YvetteRuiz: and some of the gaps in communication. I was sharing with you what I what I was sharing with her what I shared with you earlier because I was. I’ve been listening to phone calls. I’ve listened to a lot of escalation calls here lately. And it’s just concerning of what our agents are saying
44 00:08:21.990 ⇒ 00:08:24.530 YvetteRuiz: and where they’re getting some of the information.
45 00:08:24.990 ⇒ 00:08:25.890 Uttam Kumaran: Hmm.
46 00:08:27.390 ⇒ 00:08:46.241 YvetteRuiz: When when they’re answering this. But the one of the things that Shannon shared today is, you know, she’s been putting, you know. Hey? Let’s use, Andy, it’s use Andy, and she shared some frustration with some agents, you know, coming back. Well, it doesn’t have the answers that I’m looking for. And so again, going back to our conversation on Monday.
47 00:08:47.180 ⇒ 00:08:55.645 YvetteRuiz: It was regarding. When they’re providing feedback. Are we updating whatever that feedback is like? What is, where are we with that?
48 00:08:56.770 ⇒ 00:09:03.439 YvetteRuiz: So the one thing that we also that she we took out of that is a
49 00:09:04.420 ⇒ 00:09:30.450 YvetteRuiz: a lot of what they’re searching for, too, is inspector information. And that was like in the beginning when we 1st started the conversation that was like the low hanging fruit that I know that was gonna be a big thing for us. And because it’s that’s when our customers call us. And they ask us what type of services we do. And then who’s the inspector that goes out there? That sheet I was trying. I was gonna I told her. I’m gonna have try to have some conversation with you, and see
50 00:09:30.530 ⇒ 00:09:35.256 YvetteRuiz: how can we start incorporating that sheet in into Andy as well.
51 00:09:36.040 ⇒ 00:10:01.549 Amber Lin: Totally. That was a conversation I had with Janice and Shannon on Monday. So Monday we went through all the sheets and talked about what’s not in there? How are these things used? And so how can we connect each of the different tabs in the spreadsheets to our internal AI system? She did raise a question about the inspector sheet, because I know that that’s the most important one is that there’s some is. There’s a new version being developed.
52 00:10:01.670 ⇒ 00:10:20.720 Amber Lin: and we were going to go ahead and do the inspector sheet first.st But I’ve heard that you’re still in the process of approving a new one. And actually, today, I wanted to ask you if it’s okay if we incorporate the old 1 first, st even though there might be some discrepancies.
53 00:10:21.300 ⇒ 00:10:30.057 YvetteRuiz: I I told her there should be no delay. I mean, we should use that because it’s gonna take me a minute on our end. Because that’s what I’m working with.
54 00:10:30.680 ⇒ 00:10:58.885 YvetteRuiz: our other department. That’s 1 that has the control over evolve because pie in the sky we want to integrate with, evolve and be able to get that information from right there and be able to all those things right? But that’s gonna take us some time to get there. And so what I shared with her I was just like, well, initially, we were focusing on just pest specific stuff. The inspector sheet falls more under sales. So again, I don’t want anything waiting. I mean, if we can incorporate it, that let’s incorporate that.
55 00:10:59.170 ⇒ 00:11:00.530 Amber Lin: Yeah. Totally.
56 00:11:01.010 ⇒ 00:11:05.540 Amber Lin: Yeah, that’s 1 of the tasks that I’ve assigned to my engineers. So that is underway.
57 00:11:06.060 ⇒ 00:11:12.419 Uttam Kumaran: What was the what were the other like? Secondary? Reasons like.
58 00:11:12.590 ⇒ 00:11:17.329 Uttam Kumaran: I know, this is that this was like clearly the number one. But what were the do you remember any of the other ones?
59 00:11:17.980 ⇒ 00:11:42.650 YvetteRuiz: Well, she did not. Oh, you guys may have got cause she just. She just said that every time that they ask the questions, and I’m just like, Okay, but are they putting the feedback? Because if the feedback is in there, then that’s 1 of the questions that I asked with ask, amber is like, Okay, when we get the feedback, how quick are we? You know what I mean getting that information upload. How long are we updating that. So some are providing feedback. Shannon was. Gonna go back with them and get me a list
60 00:11:42.760 ⇒ 00:11:51.623 YvetteRuiz: of some of the questions some of the feedback that some of the agents were given and I was gonna cover that with amber. On Monday.
61 00:11:52.710 ⇒ 00:11:53.330 Uttam Kumaran: Okay.
62 00:11:53.610 ⇒ 00:11:57.324 Amber Lin: Yeah, on Wednesday we went through all the feedback we currently have, and.
63 00:11:57.610 ⇒ 00:11:58.440 Uttam Kumaran: That’s nice.
64 00:11:58.930 ⇒ 00:12:01.870 Amber Lin: We found that for the past.
65 00:12:02.030 ⇒ 00:12:10.680 Amber Lin: say month or so the iteration speed has been really slow, because, say, I believe niece and Shannon has been away.
66 00:12:10.890 ⇒ 00:12:15.890 Amber Lin: and there was a lot of internal training going on, and so I hope that the
67 00:12:15.980 ⇒ 00:12:43.740 Amber Lin: the new weekly sessions will be an accountability to, and also a working session to make sure that they are updated. So we go through. Everyone, assign each one an owner, and then I check in Async around like Friday or Monday on if they’re updated. But that this week is our 1st working session together. So I have to see if it actually improves the iteration speed, and
68 00:12:43.940 ⇒ 00:12:49.599 Amber Lin: I hope that with the trainer bot it will also improve the speed as well, which is something I want to show you guys.
69 00:12:49.840 ⇒ 00:12:51.110 YvetteRuiz: Awesome. Yeah.
70 00:12:51.370 ⇒ 00:12:51.750 Amber Lin: Yeah.
71 00:12:51.750 ⇒ 00:13:04.899 YvetteRuiz: And like I, said Amber. Just let me know, because I will work with Shannon and and Janice. You know what I mean. I know that again. We have tasks. We have all these things, but just like I shared with Shannon today, I was like
72 00:13:05.390 ⇒ 00:13:25.790 YvetteRuiz: right. But if cause I know their schedules. I know what they do on a daily basis like you’re gonna have to plan right like this is, gonna be a top priority. So if we’re not getting to some of those I just need to be in the loop. So then, that I know, hey, where do we need to make sure that we’re committed to getting the information, because what we can’t do and for what I’m hearing based off our conversation with Shannon is.
73 00:13:26.140 ⇒ 00:13:29.950 YvetteRuiz: some of the agents are now not wanting to trust it, and we can’t.
74 00:13:29.950 ⇒ 00:13:30.440 Amber Lin: And then.
75 00:13:30.440 ⇒ 00:13:37.746 YvetteRuiz: I told Shannon is like we have the ability to fix it. And that means that we need to make the time to make sure that we’re updating the information.
76 00:13:38.420 ⇒ 00:13:39.670 YvetteRuiz: So just let me know.
77 00:13:39.950 ⇒ 00:13:42.093 Amber Lin: Of course that will be really helpful.
78 00:13:44.537 ⇒ 00:13:53.230 Amber Lin: Let’s see, yeah. And Utah, going back to your question of what was the main problem, I think the 1st one they were asking about
79 00:13:53.676 ⇒ 00:14:16.519 Amber Lin: the inspector sheet, a lot of a lot of things related to that. And then, as we talked about here, a lot of okay is, is this covered? Is this very specific thing covered in this specific way? And we went through the Central Doc, and sometimes why things don’t come up, even if it’s in, there is because there’s no logical linkage between
80 00:14:16.550 ⇒ 00:14:32.360 Amber Lin: between the items. I believe that’s the way that we have been Updating the documents and how training documents has been structured. There was a lot of ad hoc updates that weren’t organized in a structural fashion.
81 00:14:32.460 ⇒ 00:14:35.510 Amber Lin: And thus, when we asked a certain question.
82 00:14:35.790 ⇒ 00:14:43.530 Amber Lin: A bot can’t really follow the logical lineage. And I, as I went in and I try, I tried to understand. Okay.
83 00:14:43.640 ⇒ 00:14:49.340 Amber Lin: so this happens, I I can. I’m looking at a central Doc and I still don’t understand
84 00:14:49.550 ⇒ 00:14:58.370 Amber Lin: what this is actually referring to, because I don’t have the context and knowledge as Janice and Shannon. And
85 00:14:59.180 ⇒ 00:15:04.550 Amber Lin: so that’s why I’ve been really pushing for a structural rewrite of the Central Doc. And
86 00:15:04.900 ⇒ 00:15:11.569 Amber Lin: that’s gonna take a lot of time for me, Janice and Shannon to go through it manually.
87 00:15:11.710 ⇒ 00:15:18.090 Amber Lin: even with the assistance of AI. A lot of it is in Janice and Shannon’s brain, so.
88 00:15:18.090 ⇒ 00:15:18.780 Uttam Kumaran: Okay. Okay.
89 00:15:18.780 ⇒ 00:15:22.050 Amber Lin: There’s a lot of getting it that makes sense brains. And
90 00:15:22.840 ⇒ 00:15:32.729 Amber Lin: so that is a priority. But I do want us to talk about like other than inaccuracy or fear. Inaccuracy. What is stopping the usage.
91 00:15:34.860 ⇒ 00:15:35.960 Uttam Kumaran: Perfect.
92 00:15:37.780 ⇒ 00:15:38.380 Amber Lin: Yeah.
93 00:15:39.190 ⇒ 00:15:40.610 Amber Lin: Let’s see.
94 00:15:42.680 ⇒ 00:15:45.709 Amber Lin: So here’s a quick screenshot of
95 00:15:46.724 ⇒ 00:15:58.809 Amber Lin: for the past 14 days the number of session each person has. I know, Yvette, you and I have received the report on a daily basis.
96 00:15:59.320 ⇒ 00:16:11.699 Amber Lin: About who’s using it? Who’s not using it yet? I do think we should take some action, Ra. Beyond just reminding them, perhaps, that perhaps
97 00:16:12.670 ⇒ 00:16:18.350 Amber Lin: I’m thinking about. Maybe we should go in to have a direct working session with the
98 00:16:19.800 ⇒ 00:16:30.230 Amber Lin: with the agents, like what I did last time I. We did see a small spike after I went in and visited, and perhaps it’s just needed for this initial phase of
99 00:16:31.790 ⇒ 00:16:41.560 Amber Lin: at least an hour a week to just sit with someone and shadow their calls, and just see how they can use Andy. Then I can use Andy
100 00:16:42.140 ⇒ 00:16:48.570 Amber Lin: as they take the calls and see where what questions would come up, and how I could use them.
101 00:16:49.210 ⇒ 00:16:52.675 YvetteRuiz: Yeah, no, we can, totally. We can totally work on that
102 00:16:53.120 ⇒ 00:17:04.580 YvetteRuiz: If if it’s during we sit along, we do live monitoring with them. I mean, we can. We can plan all those things. I mean it. The the thing that we can’t afford right now, because we are in season is to keep
103 00:17:04.940 ⇒ 00:17:22.579 YvetteRuiz: off the phone. But we want them on the phone so we can work with them to do. You know what I mean to do these sessions, and that’s super beneficial. I mean, it’s kind of what Denise and and our Qa. Trainers do. They do real time monitoring. So that’ll just be like plugging in with one of them and listening to their conversations when they’re live.
104 00:17:22.589 ⇒ 00:17:26.929 Amber Lin: Yeah, that will be awesome cause right now. I,
105 00:17:27.119 ⇒ 00:17:32.249 Amber Lin: Janice and Shannon, relay the frustration of the agents to me, and
106 00:17:32.600 ⇒ 00:17:47.624 Amber Lin: they have their understanding. But for me, I want to see. I want to document their frustrations in a product perspective. So I know what features I should prioritize. Or are we really working on the things that?
107 00:17:48.190 ⇒ 00:17:53.320 Amber Lin: It’s not just cool, but helps helps them in their usage.
108 00:17:53.600 ⇒ 00:18:22.379 YvetteRuiz: Yeah, no, for sure. I mean, it goes again back to. And and I had the conversation with Janice and Shannon when, with the with the complaint, the escalation complaint that I I dealt with 3 of them last week, and it’s talking about our bundled services, and you and I checked it out when I went because I didn’t i i couldn’t get into the Central Doc, and like that tells me nothing. You know, if I was a Csr on the phone. That tells me nothing, Janice, that like, okay, this is what the charge back is for. This is what this is for. I mean, it gives me none of that. So
109 00:18:22.380 ⇒ 00:18:23.699 YvetteRuiz: down, for sure.
110 00:18:23.700 ⇒ 00:18:25.240 YvetteRuiz: Yeah, totally. And.
111 00:18:26.180 ⇒ 00:18:36.500 Amber Lin: After your conversation, was thinking, I was thinking really about the different ways or the different obstacles to the usage of the Csrs. And there’s
112 00:18:36.930 ⇒ 00:18:38.420 Amber Lin: there’s not only
113 00:18:38.780 ⇒ 00:19:00.560 Amber Lin: what impacts their usage more. There’s also areas that what impacts ABC more. And after you brought up the cancellations, the bundles like those things as directly tied to revenue. We should prioritize cleaning up in the Central Doc so, or to not only clean up, but flesh out, to make sure that.
114 00:19:00.660 ⇒ 00:19:10.729 Amber Lin: especially when it comes to cancellations, comes angry customers and special situations. We have an exact script of procedures for people to follow.
115 00:19:11.330 ⇒ 00:19:17.099 Amber Lin: and for that to be be done. I will require the the time of Shannon and Janice.
116 00:19:18.014 ⇒ 00:19:26.279 YvetteRuiz: So we. We were still waiting on the transcript piece of it for the Api, and I know Tim’s been working in our
117 00:19:26.380 ⇒ 00:19:40.163 YvetteRuiz: our office has he gotten back to? Because I mentioned it? We were in in the office, our new office building yesterday, and I was like he was like, yes, I’m working on it. But I do want to put pressure on it, because I do feel like there’s a lot of value to that.
118 00:19:40.410 ⇒ 00:19:54.919 Amber Lin: Totally. I haven’t heard back from him. I checked in yesterday with Shannon and Janice. I think I’ll check in again directly with Tim today. Has he said anything since you asked him on Monday?
119 00:19:55.900 ⇒ 00:19:58.000 YvetteRuiz: Well, I checked with him yesterday. He said he was okay
120 00:19:58.000 ⇒ 00:19:59.650 YvetteRuiz: to get to that. Yeah. By the end of day they.
121 00:19:59.650 ⇒ 00:20:00.100 Amber Lin: Okay.
122 00:20:00.100 ⇒ 00:20:09.742 YvetteRuiz: It. Just since I’m here in Austin I’m gonna walk down to Matt’s office and just kind of ask for Matt’s assistant here. You know, to kind of just see if he can give him a nudge.
123 00:20:10.210 ⇒ 00:20:12.370 Amber Lin: Okay, sounds good. That will be great.
124 00:20:12.560 ⇒ 00:20:12.880 YvetteRuiz: Yeah.
125 00:20:13.432 ⇒ 00:20:15.090 Amber Lin: Let me see.
126 00:20:15.240 ⇒ 00:20:16.480 Amber Lin: Next one.
127 00:20:17.570 ⇒ 00:20:26.699 Amber Lin: Okay, sounds good. Let me quickly write down a few things to do from our conversation of.
128 00:20:26.700 ⇒ 00:20:44.769 YvetteRuiz: So amber. Do you want me to go ahead? And because I can, I mean I can jump in at any time. You know what I mean like if I need to go in. Do you want me just to go ahead and schedule you? Time to to start with this, you know shadowing the Csr. Would you want me to go ahead and execute on that.
129 00:20:46.080 ⇒ 00:20:56.169 Amber Lin: Sure I will like at least an hour a week. I’ll go sit in on that if it’s time, if it’s time that Janice and Shannon is doing it already. I’ll just sit in with them.
130 00:20:58.450 ⇒ 00:21:06.660 YvetteRuiz: Would it be beneficial to you? I mean, it was super beneficial to me last week, I mean. Well, not last week, actually. Monday. I went through a
131 00:21:06.830 ⇒ 00:21:17.869 YvetteRuiz: several phone calls myself to listen to a lot of phone calls, one because I was dealing with a lot of escalations. So I personally went in there. And I was listening to a lot of phone calls. I mean.
132 00:21:18.180 ⇒ 00:21:19.792 YvetteRuiz: is that helpful.
133 00:21:20.330 ⇒ 00:21:31.899 Amber Lin: Sure. Yeah, if you’re doing it, I can just join you if you want to send a link or like, if there’s no live listening time. You can send me a recording and I’ll go listen through them.
134 00:21:47.630 ⇒ 00:21:57.260 Amber Lin: Okay, I’ll I’ll write that down. But if and they’ll remind you if.
135 00:21:58.220 ⇒ 00:22:03.039 YvetteRuiz: If we don’t get it set up next week, I’ll just remind you, and we can find a time.
136 00:22:03.460 ⇒ 00:22:04.080 YvetteRuiz: Yep.
137 00:22:05.390 ⇒ 00:22:11.300 Amber Lin: Sounds good. Okay.
138 00:22:11.910 ⇒ 00:22:26.829 Amber Lin: yeah. Eventually, I’ll probably want a live session with an agent. I think I’ll start with the calls that you guys are listening into. But eventually I want to spend direct time with the agent. So they see how I am.
139 00:22:27.010 ⇒ 00:22:33.309 Amber Lin: how I I am using this thing. So I could be an example. And honestly, we don’t even have that many agents.
140 00:22:33.580 ⇒ 00:22:39.710 Amber Lin: So I technically can sit through, sit with most of them and have a session.
141 00:22:40.990 ⇒ 00:22:41.760 YvetteRuiz: Okay.
142 00:22:42.200 ⇒ 00:22:44.039 Amber Lin: Yeah, we’ll get that planned.
143 00:22:45.570 ⇒ 00:22:51.400 Amber Lin: And so I want to share a very exciting update for
144 00:22:52.710 ⇒ 00:23:00.000 Amber Lin: for our training of bot. Yeah, sorry I got muted. This this will really increase the speed at which we
145 00:23:00.550 ⇒ 00:23:10.910 Amber Lin: iterate on the feedback. So when the feedback come in currently is taking a long time, because Janice and Shannon have to think about it.
146 00:23:11.050 ⇒ 00:23:37.919 Amber Lin: find, find where it is, think about, read through, to figure out what’s missing if it’s missing, and then think about all the areas that they might want to write in, as well as making the wording look good, polishing it up. And so each small update takes a long time. And then when another update comes in, we realize, oh, no, we forgot to update
147 00:23:38.230 ⇒ 00:23:40.899 Amber Lin: that area about the same topic.
148 00:23:41.610 ⇒ 00:23:52.719 Amber Lin: And so we already had the trainer bought earlier it, but it was in a separate ui. And what I, what we really want to do is allow you guys to directly go from chat
149 00:23:52.810 ⇒ 00:24:13.239 Amber Lin: to update in the central doc, because that will make it feel a lot smoother. Feel a lot easier and reduce the decision making load on the trainers, because each time you have to decide what to write it takes up a lot of effort, and we want to make this as easy as possible, so it gets done.
150 00:24:13.790 ⇒ 00:24:14.200 YvetteRuiz: Yeah.
151 00:24:14.200 ⇒ 00:24:35.400 Amber Lin: And so this is, we’re in the final testing phase to make sure that it formats it correctly, and it executes in a reasonable timeframe, but the basic features is there. So we start off looking at the feedback sheet. And we see, okay, we have a question, can ABC treat for caterpillars.
152 00:24:36.110 ⇒ 00:24:41.250 Amber Lin: And I take that question, I go into the trainer bot, which is in
153 00:24:41.450 ⇒ 00:24:47.059 Amber Lin: in the Google space. And I ask, Okay, does it treat for caterpillars?
154 00:24:47.470 ⇒ 00:24:51.430 Amber Lin: I don’t need to open the central dock, and
155 00:24:51.660 ⇒ 00:25:03.639 Amber Lin: it tells me that this is currently not in there, because the train about also has a central doc and it has access to all the sessions, sections, and all of the information in there
156 00:25:05.120 ⇒ 00:25:17.879 Amber Lin: and then. It asked me all these questions to make sure that everything is covered, and I don’t have to say come back to it another time, because I forgot to add something on the same pro, the same topic
157 00:25:20.170 ⇒ 00:25:32.180 Amber Lin: and a feature that we really wanted to emphasize here is that updates will only go live. It is if it’s approved. So this gives you the ability to make sure. Okay.
158 00:25:32.560 ⇒ 00:25:55.330 Amber Lin: I want us to make updates. But I don’t want it to have incorrect information. And so we have this spreadsheet with a column that has approval, and it’ll get entered into the spreadsheet as false. And only when you change the false to true, will it get updated actually in the Central Doc. So they just make sure that everything is in control.
159 00:25:56.170 ⇒ 00:25:57.859 YvetteRuiz: That’s very cool. Yeah.
160 00:25:57.990 ⇒ 00:25:58.570 Amber Lin: And so.
161 00:25:58.570 ⇒ 00:26:02.265 Uttam Kumaran: Yeah, I guess I was gonna ask, maybe about that amber real quick.
162 00:26:02.820 ⇒ 00:26:09.040 Uttam Kumaran: like Yvette, do you think like we should have some sort of like approval flow
163 00:26:09.160 ⇒ 00:26:12.279 Uttam Kumaran: and like, I guess, even looking at this like
164 00:26:13.036 ⇒ 00:26:16.199 Uttam Kumaran: how do you think this would work? Cause we ideally
165 00:26:16.680 ⇒ 00:26:24.379 Uttam Kumaran: it’s easy to really make like kind of really wide changes. So I I requested that we have a someone in the loop here.
166 00:26:25.770 ⇒ 00:26:34.559 Uttam Kumaran: But like, do you think it’s like we. I would. I would rather us batch these. And like once a week since you guys are already meeting, we go through the requested changes.
167 00:26:35.119 ⇒ 00:26:41.369 Uttam Kumaran: And we can add more stuff like what for the person who’s making the change to describe the change
168 00:26:41.690 ⇒ 00:26:43.740 Uttam Kumaran: and other things, you know. But.
169 00:26:44.850 ⇒ 00:27:00.600 YvetteRuiz: Yeah, no, I absolutely like them. I like that idea. Udam is like, every week we can come through there, and we can go and and knock them out. But yeah, I mean, it would be good to to be able to. What are the changes? And it looks like that this column does list right? Is that what I’m understanding.
170 00:27:01.276 ⇒ 00:27:01.870 Uttam Kumaran: That’s correct.
171 00:27:01.870 ⇒ 00:27:07.790 YvetteRuiz: There. So okay, so right here on this column, right here, those, that’s all the changes that are being requested.
172 00:27:07.990 ⇒ 00:27:08.710 Uttam Kumaran: Yes.
173 00:27:08.870 ⇒ 00:27:13.169 YvetteRuiz: Okay, yeah, no. This is super helpful. I mean, yeah, I I, yeah.
174 00:27:14.550 ⇒ 00:27:17.003 Uttam Kumaran: So I think one thing, probably amber. I’ll
175 00:27:17.560 ⇒ 00:27:23.929 Uttam Kumaran: I’ll ask the team to do is to add a column here that just says who’s requesting.
176 00:27:24.090 ⇒ 00:27:25.570 YvetteRuiz: Yes. Sorry.
177 00:27:25.570 ⇒ 00:27:30.460 Uttam Kumaran: That way, if you’re like, hey? What exactly was this about again? We can. I mean, it’s only going to be a couple of people. But
178 00:27:30.580 ⇒ 00:27:31.750 Uttam Kumaran: that’s helpful.
179 00:27:32.060 ⇒ 00:27:33.400 YvetteRuiz: It is, it is.
180 00:27:34.210 ⇒ 00:27:40.930 Uttam Kumaran: Maybe even amber. What you can ask the team to do is even generate like a summary column of like, what is the change.
181 00:27:43.530 ⇒ 00:27:44.860 Amber Lin: Yeah, totally.
182 00:27:45.568 ⇒ 00:28:04.500 Amber Lin: I also asked the team to add another column to say, if it has so we once we approve to say, if it has been updated, and this will just automatically get linked to the central dock because I was I was trying to test this. And then
183 00:28:05.720 ⇒ 00:28:18.179 Amber Lin: currently, it still takes a bit of time, and it takes a bit of time to find where it is in the Central doc. So it’d be great if we also have that column. So we know confidently that, hey, this has been up to, updated and executed.
184 00:28:18.460 ⇒ 00:28:18.920 YvetteRuiz: Yeah.
185 00:28:20.800 ⇒ 00:28:29.996 YvetteRuiz: Yeah, this, yeah, this is this will really help again, again, doing some exercises on some escalations. You know, we found there was
186 00:28:31.120 ⇒ 00:28:48.309 YvetteRuiz: There was another another document, and so we pulled it up in the Central Doc. I was like, Okay, what what does it say? What does the form, say, and it was missing a whole lot of information. So we went in there and we cleaned it up. But you know it would be helpful to kind of see it in this format when we’re asking for those changes.
187 00:28:48.310 ⇒ 00:28:50.120 Amber Lin: Yeah, totally.
188 00:28:51.150 ⇒ 00:29:05.480 Amber Lin: this is gonna be a big project, because it. Essentially, we, we want to improve every single documentation we have to make sure it covers a lot of gaps, because mostly what the feedback we get is about
189 00:29:05.965 ⇒ 00:29:18.340 Amber Lin: oh, there’s this small thing that’s not covered in this specific area or this procedure. It has step 1, 2, 3, but then step 4 is very unclear. So we wanna make sure that everything does actually happen.
190 00:29:18.340 ⇒ 00:29:18.710 YvetteRuiz: Office.
191 00:29:18.710 ⇒ 00:29:20.350 Amber Lin: Details and granularity.
192 00:29:24.900 ⇒ 00:29:43.109 Amber Lin: and just a quick update on my working sessions with Janice and Shannon. So we meet an hour each on Monday and on Wednesdays. And so this week, the Monday we prepare to migrate the Central Doc over, and we also went through all the
193 00:29:43.110 ⇒ 00:29:59.689 Amber Lin: especially says, not currently in Andy, and we made sure that I asked him each tab of how this is used, how this might relate to other answers, and so I can relay that to my team on how to incorporate them. And then, Wednesday we went through all the feedback to tag them and assign owners.
194 00:30:00.790 ⇒ 00:30:01.330 YvetteRuiz: Okay.
195 00:30:03.670 ⇒ 00:30:04.400 YvetteRuiz: Good.
196 00:30:04.620 ⇒ 00:30:06.100 Amber Lin: And so for
197 00:30:06.472 ⇒ 00:30:20.419 Amber Lin: the next quick step to migrate all the Csrs to the central dock. We want to create a Google group with all the Csrs to make it a lot easier to manage access rather than individually adding them to the central dock.
198 00:30:20.420 ⇒ 00:30:44.620 Amber Lin: We’ll want to send a announcement along with the tutorials, to point them on how to use this, where to find this, and who to ask when they have questions, and lastly, we’ll complete a checklist. Of all the people that should get access, we’ll make sure that they one have access and 2 is using, or have at least used it once. So that’s my plan for how we’re going to migrate them over.
199 00:30:44.620 ⇒ 00:30:55.240 YvetteRuiz: Okay? And what’s the timeline amber? They were we, gonna I mean, we’re already Thursday. What cause? I know that we were trying to do that. By the end of the week.
200 00:30:55.240 ⇒ 00:30:59.170 Amber Lin: Totally. If you could go ahead and create a Google group with.
201 00:30:59.170 ⇒ 00:30:59.455 YvetteRuiz: Okay.
202 00:30:59.740 ⇒ 00:31:12.519 Amber Lin: All the people that you want to have access here. I can work with Janice. And oh, they’re off today. I can make sure that we do have announcement and tutorial ready by
203 00:31:13.000 ⇒ 00:31:27.799 Amber Lin: tomorrow, but end of day tomorrow, and then we can shoot it out. Have people read it, and by next week we should expect them to use a central to use the Central Doc, and the whole next week we’ll make sure that every single person can be checked off on that list.
204 00:31:28.180 ⇒ 00:31:40.730 YvetteRuiz: Okay, and then we will close anything. I mean, we’ve already kind of we shouldn’t. Never mind. Answer my own question. Okay, that’s Shannon and I were talking about that earlier today.
205 00:31:40.990 ⇒ 00:31:58.179 Amber Lin: Yeah, we have everything in the document in a folder in the Csr test strike, called in Central Doc. We won’t close it yet next week, but as to give people some time to transition over, but by the end of next week we would. We would close the access to that.
206 00:31:58.290 ⇒ 00:32:02.700 Amber Lin: But we’ll keep the spreadsheets out there, because that’s not currently incorporated yet.
207 00:32:02.970 ⇒ 00:32:03.800 YvetteRuiz: Okay. Nice.
208 00:32:06.130 ⇒ 00:32:15.749 Uttam Kumaran: Yeah, I think the spreadsheets can still live, because it’s that’s a tabular format, you know, like, it’s difficult to do that in the Google, Doc. But yeah, this is a huge win, too.
209 00:32:16.050 ⇒ 00:32:32.854 YvetteRuiz: Oh, yeah, I mean, I think, we had our communications meeting with Matt and Steven and a couple of leaders, and you know I was giving them the update that we were close to closing this. And I mean, that was the same sentiment everyone shared. I mean, even just this right here is gonna be a huge win.
210 00:32:33.130 ⇒ 00:32:34.050 Uttam Kumaran: Wonderful.
211 00:32:37.350 ⇒ 00:32:37.910 Amber Lin: Yeah.
212 00:32:38.040 ⇒ 00:33:00.890 Amber Lin: So from from my side, I’ll work to make sure that the Central Doc is rolled out. I continue my working session to work on the feedbacks and also on the central dock, and also my engineering team will work on integrating with the 8 by 8 Apis. Continue improving the trainer Bot, and
213 00:33:01.810 ⇒ 00:33:06.040 Amber Lin: for what we need from the ABC. Side
214 00:33:06.200 ⇒ 00:33:11.240 Amber Lin: we confirm the second point. So we’ll add the older version of the inspector Sheet.
215 00:33:11.400 ⇒ 00:33:22.090 Amber Lin: And anytime when it’s ready, just ping us, and we’ll update it with the with the new one, and I’ll ping Tim again for the 8 by 8 transcript access.
216 00:33:22.090 ⇒ 00:33:43.649 YvetteRuiz: Yeah, and I’ll walk down the hall right now and ask Matt to give him just a little nudge. Nudge on that, hey? I had a question, Steven. I were Steven and I. I had a I meet with our branch managers once a month, and we were in a meeting, and we’re kind of giving them an update on where we were at with cause. They always ask where we’re at with Andy. And you know, we started.
217 00:33:44.050 ⇒ 00:33:59.489 YvetteRuiz: We were talking because we’re going to start integrating 8 by 8 with evolve. And I’m super excited about that, because we’ve been trying to get that for a very long time. But you know, we started talking about 8 by 8. And now that you guys are integrated with
218 00:33:59.710 ⇒ 00:34:01.920 YvetteRuiz: 8 by 8,
219 00:34:03.700 ⇒ 00:34:09.839 YvetteRuiz: I I know that they kept asking like, Okay, with the oh, by the ways I mean, I think we’ve come a long way with the oh, by the ways. But
220 00:34:10.400 ⇒ 00:34:19.730 YvetteRuiz: they can’t. Actually, you guys that we can’t actually listen into those conversations right for them to prompt like, okay, they’re talking about this and make this.
221 00:34:19.739 ⇒ 00:34:20.359 Uttam Kumaran: Suggestion.
222 00:34:20.360 ⇒ 00:34:20.989 YvetteRuiz: Yes.
223 00:34:22.020 ⇒ 00:34:25.319 Uttam Kumaran: Yeah, like, I think, yeah, I hear you. I think,
224 00:34:27.498 ⇒ 00:34:33.350 Uttam Kumaran: at the moment we can’t. Yeah. At the moment. It’s not sort of like it. It depends on the
225 00:34:33.719 ⇒ 00:34:42.700 Uttam Kumaran: person I mean. This is something that we can probably talk about, which is like, do we want to build something that like as soon as a call kicks off.
226 00:34:44.630 ⇒ 00:34:52.309 Uttam Kumaran: like, it basically allows them to like, listen and start to say like this should, this is a perfect moment to
227 00:34:52.870 ⇒ 00:34:55.589 Uttam Kumaran: talk about our oh, by the ways! But like.
228 00:34:56.280 ⇒ 00:34:58.300 Uttam Kumaran: Different different challenge for sure.
229 00:34:59.290 ⇒ 00:35:27.549 YvetteRuiz: Okay. Okay. I was. I was like, maybe they can’t. Even, I’m thinking I’m like, I don’t know the maybe the Transcript play a part, I don’t know. So I was like, I’ll just ask the team when we meet on Thursday. Because I I just we we feel like it can connect somewhere. And I know that we’ve, you know, talked to 8 by 8 before, and you know they’ve talked about those prompting. You know, scripts that pop up when you are having a conversation, or when you’re searching, you know
230 00:35:27.580 ⇒ 00:35:29.710 YvetteRuiz: things and stuff like that. So
231 00:35:30.308 ⇒ 00:35:31.851 YvetteRuiz: I just wanted to ask.
232 00:35:32.640 ⇒ 00:35:33.320 Uttam Kumaran: Yeah.
233 00:35:36.460 ⇒ 00:35:37.080 YvetteRuiz: Okay.
234 00:35:38.810 ⇒ 00:35:46.930 YvetteRuiz: So I got that real time monitoring or schedule some of that, and then
235 00:35:47.630 ⇒ 00:36:07.210 YvetteRuiz: amber the Kpi side of it. We’ll still continue meeting on Monday. I did talk to David and David, I mean, and Brian they’ll eventually join in on that. I know that the other thing that we talked about, too, is, you know, can. Is that something like now that you guys
236 00:36:07.310 ⇒ 00:36:22.750 YvetteRuiz: again are tied into 8 by 8, is it, I mean, could you all pull the data for our scorecards? Everything that we measure on? I mean, I think that’s kind of other stuff. But we were just kind of thinking along those lines. I think, Udo, maybe we talked about that maybe sometime back
237 00:36:23.510 ⇒ 00:36:24.639 YvetteRuiz: the metrics.
238 00:36:24.640 ⇒ 00:36:25.313 YvetteRuiz: The eyes.
239 00:36:26.070 ⇒ 00:36:28.360 Uttam Kumaran: Yeah. So that’s the hopefully where
240 00:36:28.560 ⇒ 00:36:32.070 Uttam Kumaran: we just sort of got it this week. So I think we probably need at least
241 00:36:32.180 ⇒ 00:36:45.359 Uttam Kumaran: I will say 2 weeks, but maybe at least one more week to get all of the call metrics. So we’re gonna be able to see all the calls. And then we’re also gonna be seeing all of the bot assisted calls all in one view.
242 00:36:46.000 ⇒ 00:37:02.960 Uttam Kumaran: and then, you know, I’m kind of hoping that we can also get the the transcripts hopefully. Which would allow us to start to kind of more seamlessly identify. Hey? Here! Like 20 calls where the bot could have been used at this point, and we can sort of like.
243 00:37:03.370 ⇒ 00:37:09.400 Uttam Kumaran: talk about that. But yeah, I think we’re close to getting the 8 by data in. Finally.
244 00:37:09.810 ⇒ 00:37:15.089 YvetteRuiz: Okay. Alright. Okay, alright. Well, I know I wasn’t. I wasn’t sure. I know that.
245 00:37:15.340 ⇒ 00:37:17.638 YvetteRuiz: I told him that I would follow up, and I would ask.
246 00:37:18.120 ⇒ 00:37:18.780 Uttam Kumaran: Yeah.
247 00:37:20.340 ⇒ 00:37:21.650 YvetteRuiz: Okay, well, I’m going to.
248 00:37:21.650 ⇒ 00:37:22.410 Amber Lin: In.
249 00:37:22.810 ⇒ 00:37:25.597 YvetteRuiz: I’m sorry I’ll follow up on the Transcript piece of it. Sorry.
250 00:37:25.830 ⇒ 00:37:33.089 Amber Lin: Okay, yeah. And in our Kpi sessions every Monday, I can gather more feedback on what type of
251 00:37:33.200 ⇒ 00:37:44.899 Amber Lin: how you want to see the Kpis presented on a dashboard. What would be the most helpful, and that will give us some feedback on how we can improve the dashboards. Now that we have more data.
252 00:37:45.450 ⇒ 00:37:51.029 YvetteRuiz: That’d be good, you know. Also, too, I was thinking to Amber on Monday. I’ll show you kind of the dashboard that we have right now.
253 00:37:51.810 ⇒ 00:37:59.601 YvetteRuiz: with the metrics that we look at and yeah, it kind of just it it would be cool to see if we can get something similar
254 00:37:59.890 ⇒ 00:38:04.200 Amber Lin: Do you guys use the 8 by 8 dashboard? That’s directly, oh, okay.
255 00:38:04.200 ⇒ 00:38:13.150 YvetteRuiz: The Workspace the supervisor Workspace, so there’s a there’s different ones. But we currently use the supervisor Workspace, the dashboard.
256 00:38:13.150 ⇒ 00:38:15.160 Amber Lin: Okay, yeah, I’ll love to see that.
257 00:38:15.160 ⇒ 00:38:19.740 YvetteRuiz: Yep, okay, alright. We got too bad.
258 00:38:20.510 ⇒ 00:38:22.950 YvetteRuiz: Yeah. I’ll follow up that’s, A.
259 00:38:22.950 ⇒ 00:38:23.360 Amber Lin: Yeah.
260 00:38:23.760 ⇒ 00:38:26.290 YvetteRuiz: Sounds good. Well, thank you. Udem.
261 00:38:26.910 ⇒ 00:38:28.660 Uttam Kumaran: Thank you. Thank you. Both appreciate it.
262 00:38:28.950 ⇒ 00:38:30.030 YvetteRuiz: Bye.
263 00:38:30.330 ⇒ 00:38:30.990 Uttam Kumaran: Bye.