Meeting Title: Brainforge x ABC Home and Commercial: Weekly Project Check Date: 2025-07-31 Meeting participants: read.ai meeting notes, YvetteRuiz, Steven, Amber Lin, JanieceGarcia
WEBVTT
1 00:00:29.380 ⇒ 00:00:30.150 Steven: Hello!
2 00:00:30.190 ⇒ 00:00:31.210 YvetteRuiz: Hi, Steven!
3 00:00:33.330 ⇒ 00:00:34.400 YvetteRuiz: How are you?
4 00:00:34.890 ⇒ 00:00:36.499 Steven: Oh, I can barely hear you.
5 00:00:38.210 ⇒ 00:00:38.960 Steven: No.
6 00:00:38.960 ⇒ 00:00:40.779 YvetteRuiz: One. I’m stuffed up, but.
7 00:00:40.780 ⇒ 00:00:42.270 Steven: There we go. I can hear you better.
8 00:00:42.270 ⇒ 00:00:47.190 YvetteRuiz: Now, okay, where’d you go?
9 00:00:48.390 ⇒ 00:00:49.964 YvetteRuiz: How’s it going.
10 00:00:50.490 ⇒ 00:00:52.299 Steven: Pretty good. How are you feeling?
11 00:00:52.920 ⇒ 00:00:59.010 Steven: I’m feeling much better today. I just, I started getting sick on.
12 00:00:59.540 ⇒ 00:01:05.868 YvetteRuiz: Was it Tuesday? And then I felt like everyone was kind of like, why are you here?
13 00:01:07.560 ⇒ 00:01:10.232 YvetteRuiz: So I was all like, I’ll just stay home.
14 00:01:11.530 ⇒ 00:01:12.720 Steven: Cool.
15 00:01:15.800 ⇒ 00:01:17.740 YvetteRuiz: How’s it going in the office.
16 00:01:19.080 ⇒ 00:01:23.409 Steven: It’s good, I mean, I think everyone’s settled in for the most part.
17 00:01:23.650 ⇒ 00:01:24.040 YvetteRuiz: Yeah.
18 00:01:25.490 ⇒ 00:01:30.580 Steven: The big meeting room that’s gone fine, just getting.
19 00:01:30.850 ⇒ 00:01:36.090 Steven: I saw the emails back and forth on mail. Yeah, I haven’t seen anyone. I didn’t think about getting those
20 00:01:36.270 ⇒ 00:01:43.229 Steven: like the mail bins from the old office to set out for like outgoing mail and incoming mail and stuff.
21 00:01:44.520 ⇒ 00:01:46.180 Steven: You haven’t seen any of those.
22 00:01:47.700 ⇒ 00:01:51.089 Steven: so you got it switched over. Correct. There, you said.
23 00:01:51.090 ⇒ 00:01:51.819 YvetteRuiz: I did, yeah.
24 00:01:51.820 ⇒ 00:01:52.280 Steven: Okay.
25 00:01:52.280 ⇒ 00:02:00.059 YvetteRuiz: Yeah. And they said today was going to be the official day that the new mail would start, be the mail would be delivered to the new location. Yep.
26 00:02:00.390 ⇒ 00:02:01.680 YvetteRuiz: Hi, Amber.
27 00:02:01.680 ⇒ 00:02:02.890 Amber Lin: Hi.
28 00:02:03.160 ⇒ 00:02:04.019 YvetteRuiz: How are you?
29 00:02:04.450 ⇒ 00:02:11.930 Amber Lin: I’m doing great. I was just making the slides because I had. I had a long meeting. I was like, oh, no, my slides are not prepared.
30 00:02:15.390 ⇒ 00:02:22.002 Amber Lin: not gonna join today. So I think it’s only us if Janice, unless Janice is gonna join us or Matt is gonna join.
31 00:02:22.960 ⇒ 00:02:27.819 YvetteRuiz: Matt’s off and then, Janice, I think so.
32 00:02:28.480 ⇒ 00:02:29.020 Amber Lin: Okay.
33 00:02:29.738 ⇒ 00:02:34.470 YvetteRuiz: I know she was gonna be training our lead line team on Andy. So I don’t know.
34 00:02:34.490 ⇒ 00:02:36.040 YvetteRuiz: Exciting.
35 00:02:36.040 ⇒ 00:02:36.515 YvetteRuiz: Yeah,
36 00:02:39.870 ⇒ 00:02:42.220 Amber Lin: Okay, let me share screen.
37 00:02:42.800 ⇒ 00:02:51.010 Amber Lin: Wanna talk about a few items, and then we call.
38 00:02:51.010 ⇒ 00:02:55.130 Amber Lin: We have quite a few things going on at the same time.
39 00:02:55.350 ⇒ 00:03:00.699 Amber Lin: So if I miss anything, please bring it up, and then we’ll make sure to discuss it.
40 00:03:01.640 ⇒ 00:03:08.069 Amber Lin: So here’s the usage. This is for at the bottom at the bottom is for this week
41 00:03:08.548 ⇒ 00:03:15.449 Amber Lin: and as we can see, it did got a lot get a lot better from the last 14 days, which is
42 00:03:15.770 ⇒ 00:03:21.690 Amber Lin: very bad. And so this week we’re back back at 19%
43 00:03:22.110 ⇒ 00:03:29.929 Amber Lin: in the next slide. I’ll show what I think was the reasons why and I know you bet you sent the email to have the
44 00:03:30.060 ⇒ 00:03:42.940 Amber Lin: trainers encourage usage. So I do think the things we’re implementing is working. I want us to identify what’s good and what to continue and what’s not as effective so that we can continue pushing this.
45 00:03:45.540 ⇒ 00:03:56.059 Amber Lin: And so this is the usage for the past 7 days, as I mentioned before, and here, I think, usage increased because of 2 things.
46 00:03:56.700 ⇒ 00:04:09.119 Amber Lin: The people who join the Csr working sessions are using Andy, even if just once or twice they are using Andy. And then the mechanical department testing Andy also contributed.
47 00:04:09.780 ⇒ 00:04:12.400 Amber Lin: So we can see here. I
48 00:04:12.550 ⇒ 00:04:35.669 Amber Lin: put it in yellow. Of these are the people who have joined the sessions before. I might have missed one. Maybe I missed. I think I missed Melissa. So you can tell a lot of these are people who have joined the sessions, and I do think the sessions we’re doing is giving them confidence, or at bare minimum, giving them familiarity with this foreign tool. So.
49 00:04:36.690 ⇒ 00:04:44.369 Amber Lin: I want to pause here to see what else you guys think drove the usage, what we should continue doing, what we should stop.
50 00:04:46.360 ⇒ 00:05:01.939 YvetteRuiz: Well, I mean, like like we discussed last week. I mean, it’s it’s it’s us having to drive it, making sure that one our agents are utilizing that they understand it again. The big thing was, and everybody confirmed it. On our Tuesday meeting my leadership meeting is
51 00:05:02.030 ⇒ 00:05:31.339 YvetteRuiz: their go to is the Central docs they are. Their habits are going to these, these these worksheets that they’re so used to going to that it’s going to be a habit change, you know. So all of them, we just need to start redirecting them. And then I do feel like the the sessions are helpful. As long as we’re implementing, you know, showing them where the opportunities are so like getting the transcripts, you know, and breaking it down like, Hey, looking at your phone call. Here’s where you could have utilized Andy.
52 00:05:31.740 ⇒ 00:05:40.010 YvetteRuiz: So I know, moving forward, I mean, and you saw my email ever I put, I put my entire team on a smart goal. Everyone.
53 00:05:40.010 ⇒ 00:05:40.650 Amber Lin: And then.
54 00:05:40.850 ⇒ 00:05:58.469 YvetteRuiz: Everyone’s mind shift has to switch over. And it’s did you, Andy? It? I mean, that is going to be our slogan, and we’re going to be pushing it. And so we also have career progression. That’s starting next week. And that is how we’re going to start putting our trainers to start putting that in the forefront of it. So
55 00:05:58.650 ⇒ 00:05:59.179 YvetteRuiz: I do
56 00:05:59.520 ⇒ 00:06:05.950 YvetteRuiz: strongly that we are going to start seeing increases in here. But that’s just kind of my feedback.
57 00:06:05.950 ⇒ 00:06:27.709 Amber Lin: I agree, and I think, taking your feedback on how the feedback session is I also touched upon. We’ll touch on that later. I want to talk about how we structure. I felt like the past. One has been productive, but there was some parts of it that can be improved, and some parts of that we should continue to do so. Let’s talk about it in a quick bit.
58 00:06:28.030 ⇒ 00:06:35.410 Amber Lin: And so this is slide show. This is the timeline. So we’re at the end of July.
59 00:06:35.860 ⇒ 00:07:01.839 Amber Lin: We’ve already started the initial test internal testing for mechanical. We finished adding all the pest documents, and then we’re now working on making sure all the mechanical documents are in there. We just have a few things and formatting issues that we’re confirming. And then for the mechanical side. It’s really looking at all the gaps that’s identified.
60 00:07:02.110 ⇒ 00:07:05.420 Amber Lin: because that was a big process for pets as well.
61 00:07:06.050 ⇒ 00:07:06.630 YvetteRuiz: Yeah.
62 00:07:06.800 ⇒ 00:07:07.860 Amber Lin: And so
63 00:07:08.290 ⇒ 00:07:19.130 Amber Lin: quickly here what we did this week. So we’re at the 1st week of 2 week sprint. So this week we were doing initial testing when mechanical.
64 00:07:19.560 ⇒ 00:07:35.389 Amber Lin: and we enabled Andy to to be able to route by email to decide. Okay, this person is just for pests. Let’s not give them mechanical answers and not confuse them. And for the people who have access to both departments, Andy’s gonna ask, Hey.
65 00:07:35.730 ⇒ 00:07:50.770 Amber Lin: what department are you asking for. And it’s gonna and it’s gonna remember for that conversation until the person says, Hey, I want this other department. So we’re still testing that out. But it’s available. And it seems to be working.
66 00:07:51.650 ⇒ 00:07:52.520 JanieceGarcia: I like that.
67 00:07:52.520 ⇒ 00:07:53.970 JanieceGarcia: I’ve actually seen it.
68 00:07:54.880 ⇒ 00:08:03.010 YvetteRuiz: Yeah, I have not seen it in action. I do want to see it in action. I haven’t even messed with that, because I know that was a topic that the team was asking about on Tuesday.
69 00:08:04.000 ⇒ 00:08:17.710 JanieceGarcia: I will say just giving feedback with that, because I’ll ask a question it’ll ask, is this past or mechanical? And I’ll say it’s for pest and then I’ll go in and ask another question. And it does just ask again, Is this past or mechanical? So
70 00:08:18.080 ⇒ 00:08:19.350 JanieceGarcia: he’s not remembering.
71 00:08:19.840 ⇒ 00:08:23.120 Amber Lin: When is this? Was this? 2 days ago?
72 00:08:24.400 ⇒ 00:08:29.050 Amber Lin: Cause I I know the team is changing it. So maybe today has gotten better.
73 00:08:29.740 ⇒ 00:08:31.000 JanieceGarcia: I. This was today.
74 00:08:31.140 ⇒ 00:08:31.929 Amber Lin: Oh, okay.
75 00:08:32.460 ⇒ 00:08:33.270 JanieceGarcia: Yeah, screenshots.
76 00:08:33.270 ⇒ 00:08:44.140 Amber Lin: Okay, issue. Yeah, that would be great. And the continues to ask, pastor, mechanical.
77 00:08:44.480 ⇒ 00:08:45.170 Amber Lin: Okay.
78 00:08:45.840 ⇒ 00:08:58.900 Amber Lin: yeah. And then we had 2 working sessions, one with mechanical to clarify questions on the documents, how we should integrate them, and session 2, which I’ll talk about in a bit with the 3 Csrs.
79 00:08:59.440 ⇒ 00:09:06.200 Amber Lin: And on the data side, good news is that we got the transfer Api finally this morning, and I’ve let my
80 00:09:06.815 ⇒ 00:09:08.045 Amber Lin: that Stephen.
81 00:09:08.660 ⇒ 00:09:12.570 Steven: Yeah, I was. I was gonna ask that. But I’m glad that’s your.
82 00:09:12.570 ⇒ 00:09:13.559 Amber Lin: We got there.
83 00:09:13.560 ⇒ 00:09:17.690 Steven: I’m so frustrated it took till all the way till today. But I’m glad it’s still.
84 00:09:17.690 ⇒ 00:09:18.240 Amber Lin: Yeah.
85 00:09:18.790 ⇒ 00:09:29.649 YvetteRuiz: It took a lot of staying on, Tim. You should have seen me all the time with him. He got 2 things that I’ve been pushing my post call survey so I can start getting our csats and then the transcripts.
86 00:09:29.770 ⇒ 00:09:31.403 YvetteRuiz: Now it’s a lawn building.
87 00:09:31.730 ⇒ 00:09:32.520 Steven: And the printers.
88 00:09:33.247 ⇒ 00:09:36.620 YvetteRuiz: Yeah, I, yeah. I dropped the ball on that one.
89 00:09:36.964 ⇒ 00:09:50.380 Amber Lin: Yeah. So we got that, we’re gonna integrate the data with the Apis, and then we’ll do initial exploration and let you guys know what we’re able to do with the transfer, what we’re able to see.
90 00:09:51.030 ⇒ 00:10:02.335 Amber Lin: and we finish finish the dashboard if I’ll show you next Monday we’ve joined the so it looks like the one we have before. So we’d be able to see
91 00:10:03.250 ⇒ 00:10:20.730 Amber Lin: people’s calls joined with the 8 by 8 call so, Andy Sessions, joined with the 8 by 8 calls. So we’ll I think that gives us more insight in terms of how? Maybe maybe the calls that people took with Andy is shorter, so that allows us to confirm
92 00:10:21.680 ⇒ 00:10:22.140 YvetteRuiz: Yeah.
93 00:10:22.140 ⇒ 00:10:28.540 Amber Lin: And then on the discrepancies. I asked my engineers this morning during our stand up. They said they
94 00:10:28.980 ⇒ 00:10:41.340 Amber Lin: they said it was resolved I didn’t see an update from them. So I was pushing for for them to find that out. But we will coordinate with David on that and make sure that it matches up.
95 00:10:41.680 ⇒ 00:10:43.950 Amber Lin: Okay, yeah, we’ll keep you guys posted.
96 00:10:43.950 ⇒ 00:10:44.700 YvetteRuiz: Okay.
97 00:10:45.660 ⇒ 00:11:00.680 Amber Lin: And so wanna talk about the working session we had. So I do think it’s very productive session. We updated Central Doc with some feedback. We understood Martha’s resistance to Andy. And we looked at the call transfers together and used Andy
98 00:11:01.210 ⇒ 00:11:04.779 Amber Lin: to demonstrate what you can do with that situation.
99 00:11:05.463 ⇒ 00:11:06.470 Amber Lin: And I.
100 00:11:06.860 ⇒ 00:11:22.739 Amber Lin: And I think what we should continue from that session is to have this combination of power users and non users, because that’s what got Martha to open up to say, Oh, this is probably why I haven’t used it, or maybe I should try, because Deborah and her are
101 00:11:22.890 ⇒ 00:11:38.810 Amber Lin: both at the company for a long time, and Deborah is a very active user of Andy, and she was able to share. Hey, I felt like this. I felt the same way before. But this is why I started using Andy, and I think that helped convince Martha to see someone else in her position use it.
102 00:11:40.150 ⇒ 00:11:40.930 YvetteRuiz: Cool.
103 00:11:40.930 ⇒ 00:11:50.780 Amber Lin: Yeah. And so I think the combination of people is very important, because if they’re all non users, they’ll come into the meeting and feel the same coming out of it.
104 00:11:50.780 ⇒ 00:11:53.790 YvetteRuiz: I agree, 100%. Yeah, that’s
105 00:11:54.460 ⇒ 00:12:10.850 Amber Lin: And lastly, when we talk about reviewing the transcripts, I think it’s really great that we are able to do that because we show them, hey? Oh! Annie responded, really fast! It responded to a question that you had to ask someone else, and it probably gives you answers that
106 00:12:11.500 ⇒ 00:12:17.599 Amber Lin: actually don’t know. So that was really really helpful. The only thing I would say is that I,
107 00:12:17.860 ⇒ 00:12:21.289 Amber Lin: after looking at this together and after Yvet, you said.
108 00:12:21.950 ⇒ 00:12:38.689 Amber Lin: the purpose of this is to show them how Andy can be better. I do think we should reduce the time that we use to update the Central Doc, and rather just to focus on showing them how Andy can be better. I think that will create more discussion.
109 00:12:40.010 ⇒ 00:12:41.200 Steven: I agree.
110 00:12:41.480 ⇒ 00:12:43.290 JanieceGarcia: And also with that.
111 00:12:43.580 ⇒ 00:12:52.229 JanieceGarcia: with the event definitely agreeing, I think that goes back to. Because if we focus more on the central dock, we’re focusing on what they can use and pull up.
112 00:12:52.230 ⇒ 00:12:52.800 Amber Lin: -
113 00:12:52.800 ⇒ 00:12:55.989 JanieceGarcia: Focusing on Andy and what they really, truly need to use.
114 00:12:59.060 ⇒ 00:13:01.800 JanieceGarcia: We gotta take that out of their mind completely.
115 00:13:01.800 ⇒ 00:13:17.010 YvetteRuiz: And that’s I mean you heard it out of their mouth completely like, I’m just used to this. This is the way I was trying to meet like, okay, that’s that’s a habit. And we know that we know that that’s what we’ve got to work on. So whether we restrict the time, and we have got to go headstrong on. Andy.
116 00:13:17.010 ⇒ 00:13:17.750 Steven: I will!
117 00:13:17.750 ⇒ 00:13:19.329 JanieceGarcia: Say it was.
118 00:13:19.600 ⇒ 00:13:21.010 JanieceGarcia: Oh, sorry! Go ahead, Steven.
119 00:13:21.010 ⇒ 00:13:23.609 Steven: Do they like the new central doc? Like, do they?
120 00:13:24.200 ⇒ 00:13:25.250 Steven: Yeah.
121 00:13:25.410 ⇒ 00:13:26.170 Amber Lin: They!
122 00:13:26.310 ⇒ 00:13:26.734 Steven: There’s
123 00:13:27.160 ⇒ 00:13:28.640 Amber Lin: To go into that. I think
124 00:13:28.640 ⇒ 00:13:41.570 Amber Lin: they’re resistant because it’s new. But I’ve heard that it is very nice to have everything in one place, we also taken their feedback to make it more easy on the eyes, and so I think.
125 00:13:41.570 ⇒ 00:13:43.900 Steven: Ask Andy. They don’t have to look at it.
126 00:13:43.900 ⇒ 00:13:54.822 YvetteRuiz: Bingo trying to do is we want them to be able to get quick answers versus going. And granted. Yes, it is. It’s cleaner. It’s much easier and stuff like that. But Andy’s going to the same place.
127 00:13:55.500 ⇒ 00:13:57.450 Steven: And answering it without you having to look. Yeah.
128 00:13:58.690 ⇒ 00:14:04.729 JanieceGarcia: I will say I did like martha’s comment, though Martha actually did a made a really good comment
129 00:14:05.120 ⇒ 00:14:27.590 JanieceGarcia: in regards to the Central Doc, because Amber asked for feedback and she goes. I truly don’t want to just be negative and give the feedback right away, and I don’t want to shoot it down like everyone else did in in the chat she was like. So I’m not going to give any feedback in regards to the Central Doc, which I thought was good, because right away everybody was like, Oh, I can’t
130 00:14:27.860 ⇒ 00:14:28.740 JanieceGarcia: find it.
131 00:14:29.480 ⇒ 00:14:33.560 JanieceGarcia: So I just wanna let you know that. You bet I didn’t tell you that part yesterday.
132 00:14:34.420 ⇒ 00:14:35.490 YvetteRuiz: Cool. Yeah.
133 00:14:35.490 ⇒ 00:14:37.620 Amber Lin: Yeah, and.
134 00:14:37.620 ⇒ 00:14:39.550 YvetteRuiz: It all starts with those power users. It says.
135 00:14:39.550 ⇒ 00:14:39.980 JanieceGarcia: People.
136 00:14:39.980 ⇒ 00:14:44.579 YvetteRuiz: I mean, this is where where you you look at Tara.
137 00:14:44.720 ⇒ 00:14:58.109 YvetteRuiz: and in mechanical she is going to pump that team up so much. You’re going to get them to get good going. I mean, she already has them all going. It’s just it’s it’s us continuing and us motivating them to go there and helping them trust it.
138 00:14:58.110 ⇒ 00:14:58.650 JanieceGarcia: Yep.
139 00:14:59.750 ⇒ 00:15:17.059 Amber Lin: And I think we can start putting people like Deborah or people who give a lot of feedback to put them as the Andy leaders or people can ask them for questions, so that the burden on Janice can be layer. And then there’s more people keeping everybody accountable.
140 00:15:19.210 ⇒ 00:15:27.230 Amber Lin: So I mean quickly. It was on the mechanical side. So Tara has
141 00:15:27.430 ⇒ 00:15:36.750 Amber Lin: Adriana and Susie were able to test the mechanical side, and I think we have gotten to the same phase as Pez as
142 00:15:37.080 ⇒ 00:15:46.710 Amber Lin: oh, we found that even though all our documents are in the Central Doc right now, there’s still questions that can’t be answered, because we never thought of
143 00:15:47.197 ⇒ 00:15:59.290 Amber Lin: asking it that way. So so right now, I think we’re tackling the most common questions that is usually usually get asked, and what I want to do is actually have
144 00:16:00.143 ⇒ 00:16:21.789 Amber Lin: this, the mechanical leads to ask Annie as much questions as possible, and we’ll document all those that Annie couldn’t answer and take that to do a working session and improve the documents, because if it’s since it’s the same way as a pest, central dock is structured. If any can’t answer, it probably just means that it’s not in the Central doc.
145 00:16:21.970 ⇒ 00:16:22.900 Amber Lin: So.
146 00:16:22.900 ⇒ 00:16:23.319 YvetteRuiz: Hmm.
147 00:16:23.740 ⇒ 00:16:42.409 Amber Lin: And if it’s in there, then there’s probably something that our team should do, because right now Andy’s handling 2 documents at the same time. So I just want to surface all these issues as soon as possible. So I just want a lot of usage, even if it fails. Just wanna see what might fail and have it early on.
148 00:16:42.960 ⇒ 00:16:55.560 YvetteRuiz: Okay. Well, I know she put Suzy, she said. She selected Suzy because Suzy’s notorious for asking questions all the time, so she goes to knock yourself out asking Andy all the questions that you want.
149 00:16:57.980 ⇒ 00:17:00.690 Amber Lin: I see. I know Susie’s like
150 00:17:01.907 ⇒ 00:17:05.250 Amber Lin: somewhere up. It’s this year up.
151 00:17:05.250 ⇒ 00:17:05.850 YvetteRuiz: Oh, God! She’s.
152 00:17:05.859 ⇒ 00:17:06.289 Amber Lin: Yeah. The.
153 00:17:06.290 ⇒ 00:17:08.967 YvetteRuiz: She’ll get to.
154 00:17:09.869 ⇒ 00:17:16.809 Amber Lin: Yeah. And then for long home improvement. Yeah. But I saw your email introducing me to Patricia and Branda. Thank you. I’ve shared.
155 00:17:16.810 ⇒ 00:17:17.190 Amber Lin: And so
156 00:17:17.190 ⇒ 00:17:40.740 Amber Lin: this checklist with them so hopefully they can get a look and get a sense of where it’s like, maybe we should schedule a meeting tomorrow. Sorry on Monday, so that I can talk to them. Put a face well, I already met them, but let them know what it will look like and what they can expect and how we can help them. So I’ll leave that to you to see when they’re available, and when we can do that.
157 00:17:41.500 ⇒ 00:17:44.330 YvetteRuiz: We could probably do Brenda, but Patricia’s on Pto. Next week.
158 00:17:44.330 ⇒ 00:17:44.880 Amber Lin: Hmm.
159 00:17:45.360 ⇒ 00:17:49.900 YvetteRuiz: So if we want to do them both at the next time, maybe the following week, or we can do one in one every.
160 00:17:49.900 ⇒ 00:17:54.009 Amber Lin: We can do one on one, because I like. I still have to put all the documents together.
161 00:17:54.010 ⇒ 00:17:57.200 YvetteRuiz: Yeah, okay, I’ll start off with Brenda.
162 00:17:57.520 ⇒ 00:18:00.903 Amber Lin: The so Monday or Tuesday. Whatever works for you.
163 00:18:01.280 ⇒ 00:18:02.019 Amber Lin: You don’t, you do.
164 00:18:02.020 ⇒ 00:18:08.830 Amber Lin: You don’t have to be there honestly, because I know all the processes. I can introduce them to whatever needs to get done.
165 00:18:09.080 ⇒ 00:18:15.089 YvetteRuiz: I will make it a point to be the one. Be there with Brenda each and every time, just to avoid any confusions moving forward.
166 00:18:16.480 ⇒ 00:18:17.480 YvetteRuiz: Yeah, okay.
167 00:18:17.480 ⇒ 00:18:19.630 Amber Lin: Of course, sounds good.
168 00:18:20.070 ⇒ 00:18:44.160 Amber Lin: So this is the plan we have for next week. So really want to identify all the potential gaps on mechanical side, and for so, probably for one of these departments, create the central dock, and then, we’ll want to have another working session, just like the one we had. And I would love some recommendations of who we want to have. There.
169 00:18:47.180 ⇒ 00:18:48.050 YvetteRuiz: Hmm!
170 00:18:49.320 ⇒ 00:18:51.719 YvetteRuiz: On the working session.
171 00:18:52.320 ⇒ 00:18:52.860 Amber Lin: Show you.
172 00:18:52.860 ⇒ 00:18:53.290 YvetteRuiz: For you.
173 00:18:53.290 ⇒ 00:18:56.640 Amber Lin: Who I can show you who used it a lot.
174 00:18:57.170 ⇒ 00:18:58.870 Amber Lin: Oh, Joseph is using.
175 00:18:58.870 ⇒ 00:19:07.439 YvetteRuiz: Next week. Right? Oh, no, I’ll what do you call it? I’ll share my sky. I already have them, because I already mixed everyone together. Yeah, I just I have it in my other book. But yeah.
176 00:19:07.440 ⇒ 00:19:15.979 Amber Lin: Okay, yeah. Just let me know. And then you guys can add them to this working session of you guys all have permission to
177 00:19:16.950 ⇒ 00:19:18.410 Amber Lin: access to do that.
178 00:19:18.890 ⇒ 00:19:25.509 JanieceGarcia: So we can invite Amber. So when she, when she lets us know who that is, we can go ahead and just add them to.
179 00:19:25.510 ⇒ 00:19:27.169 Amber Lin: Yeah. Totally. Go ahead.
180 00:19:27.420 ⇒ 00:19:27.750 JanieceGarcia: Okay.
181 00:19:27.750 ⇒ 00:19:29.130 Amber Lin: No need for work for me.
182 00:19:29.300 ⇒ 00:19:30.080 JanieceGarcia: Okay.
183 00:19:30.310 ⇒ 00:19:35.138 YvetteRuiz: Yeah, I just coordinated with Brian and David. So then that way, they can get it on the plotter.
184 00:19:35.380 ⇒ 00:19:36.050 Amber Lin: Oh! Hi!
185 00:19:36.790 ⇒ 00:19:42.229 Amber Lin: Yeah, that was all for this week as a brief update. A lot of things in motion.
186 00:19:43.810 ⇒ 00:19:52.149 Amber Lin: Oh, you bet! If oh, that’s something I forgot. The inspector sheet. I will send that over to you. I did not get time today.
187 00:19:52.150 ⇒ 00:19:52.840 YvetteRuiz: Okay.
188 00:19:54.930 ⇒ 00:19:57.919 Amber Lin: Anything else that we wanted to talk about?
189 00:19:59.520 ⇒ 00:20:02.859 YvetteRuiz: No, I just you know, yesterday I did a
190 00:20:03.490 ⇒ 00:20:11.930 YvetteRuiz: and it’s quick. I mean, I did a webinar. I’m doing like a lot of training tutorials. And it was through 8 by 8.
191 00:20:12.040 ⇒ 00:20:26.230 YvetteRuiz: But it’s just the way that the the phone call the the call. The AI is listening into the phone conversation. The way it’s just kind of picking up on so much. It’s just like, if we can get to that direction, it’ll just be so.
192 00:20:26.570 ⇒ 00:20:34.089 YvetteRuiz: I mean the impact it will have because it picks up on so much things that it can just kind of clue the Csrs in so.
193 00:20:34.090 ⇒ 00:20:34.630 Amber Lin: Oh, wait.
194 00:20:34.630 ⇒ 00:20:41.350 Amber Lin: I mean, that’s something that’s already available. When you talk about 8, by 8, yep oh, they already.
195 00:20:41.350 ⇒ 00:20:45.710 Amber Lin: if they already have AI capabilities that do.
196 00:20:46.160 ⇒ 00:20:48.849 Amber Lin: How come you guys are not using it already.
197 00:20:49.450 ⇒ 00:21:07.019 YvetteRuiz: Well, because we weren’t we? There was a lot of things we were working on. You know, at that time. I know we were, you know, with, we’re working on actually building a knowledge base or a monkey based piece of it. But they just rolled that system out. I mean, they’ve been working on it. It’s just I think they’re now. It’s at a more
198 00:21:07.320 ⇒ 00:21:29.032 YvetteRuiz: advanced level or something like that. So I just, I wanted just to kind of maybe have more conversation on it. Because, you know, we’re building this, you guys already integrated with 8 by 8. Now, what are other tools that we can start utilizing whether it be together. But that’s just kind of the next level when you’re able to go in there and tie that to the phone calls.
199 00:21:29.410 ⇒ 00:21:44.249 Amber Lin: Yeah. And even with that, we’ve recently onboarded A AI lead. And I think not. Even if we can talk about it in the early stage. I think we can help give you some advice on how to set up the 8 by 8 AI
200 00:21:44.994 ⇒ 00:21:46.206 Amber Lin: for yourself, because
201 00:21:46.620 ⇒ 00:22:14.950 Amber Lin: it matters what kind of metric you ask AI to do what? What you ask it to measure because there’s definitely diff. You can adjust the maybe. Can you adjust the prompting for the AI, so that it focuses on different things. I think since we now have the transcript, we can make that a goal of. Okay, let’s see what we can do with the transcripts. And you guys can take that and see, okay, is the 8 by 8 AI doing the same thing.
202 00:22:15.320 ⇒ 00:22:26.289 Amber Lin: Bet which one is better like which one enables us to do that, and then you can take that to 8 by 8 to say, Hey, this is what I want. Can you adjust your system for us so that it shows these insights.
203 00:22:27.630 ⇒ 00:22:47.809 YvetteRuiz: Gotcha. Okay? Alright. Well, I mean again, I just yesterday was my 1st I was in and out just because I wasn’t feeling well and stuff like that. But I I took a lot of information back from it. So I just kinda wanted just to meet with you amber and kind of just say, Okay, hey? You know, here’s what they’re offering today. Here’s what we’re working on, I mean.
204 00:22:48.470 ⇒ 00:22:53.849 YvetteRuiz: do we combine it? I mean, how does all that work. I mean, there’s a lot of moving pieces, and I’m not too sure how everything
205 00:22:53.850 ⇒ 00:22:54.400 YvetteRuiz: holy.
206 00:22:54.400 ⇒ 00:23:12.629 YvetteRuiz: I just think that it’s it’s so impactful. I mean just listening. The AI listening to that. The the knowledge base pulls up for them, I mean the AI picks up on tone like it, you know, for the customers tone. It reads them, and it kind of guides them. Hey? You got a shift, or if they’re using wrong words or things like that it was just mind blowing.
207 00:23:12.780 ⇒ 00:23:20.570 Amber Lin: Wow! I’m gonna search their documentation. Do you know if it
208 00:23:21.020 ⇒ 00:23:25.340 Amber Lin: it’s on their website somewhere? Okay, I see that they have.
209 00:23:25.340 ⇒ 00:23:25.880 YvetteRuiz: The M.
210 00:23:25.880 ⇒ 00:23:27.739 Amber Lin: AI on their website.
211 00:23:27.740 ⇒ 00:23:28.140 YvetteRuiz: Okay.
212 00:23:28.450 ⇒ 00:23:43.670 Amber Lin: Is there special things that they shared with you? If you can share that with me as well, I can relay that to utam, and be prepared when we meet with you, so we can have more in depth, advice rather than oh! Oh! This is what they do.
213 00:23:43.980 ⇒ 00:23:59.829 YvetteRuiz: Yeah, no, I I can share what I what I have and what I took from it. But yeah, their website should be able to give you some information as well, Amber, and then, Steven, I’ll I’ll schedule some time with you because I know that I wanna have. We wanna have a bigger meeting regarding all the moving pieces that we have going on. So.
214 00:24:00.350 ⇒ 00:24:00.730 Steven: Yep.
215 00:24:00.730 ⇒ 00:24:01.350 Amber Lin: Okay.
216 00:24:01.970 ⇒ 00:24:09.979 Steven: I’ll be out next week with Matt and then the following week. I think everyone should close out next week, too, and then probably following week should all be back.
217 00:24:10.220 ⇒ 00:24:21.169 Amber Lin: Okay. So if next week both Matt and Steven is out, so maybe we can actually use next week’s meeting time for Utam to perhaps join and talk about that together.
218 00:24:21.600 ⇒ 00:24:22.540 YvetteRuiz: Yeah, that’d be great.
219 00:24:22.540 ⇒ 00:24:24.969 Amber Lin: Okay, I’ll ask if he’s free at that time.
220 00:24:25.280 ⇒ 00:24:25.900 YvetteRuiz: Okay.
221 00:24:28.080 ⇒ 00:24:29.430 Steven: That’s all I had.
222 00:24:30.350 ⇒ 00:24:31.989 Amber Lin: That’s awesome. Thank you all.
223 00:24:32.280 ⇒ 00:24:32.850 Steven: Thank you.
224 00:24:32.850 ⇒ 00:24:33.259 JanieceGarcia: Thank you.
225 00:24:33.260 ⇒ 00:24:35.030 YvetteRuiz: Bye, guys have a great weekend.
226 00:24:35.030 ⇒ 00:24:35.470 Steven: Hi.
227 00:24:35.470 ⇒ 00:24:36.310 Amber Lin: Bye.