Meeting Title: Brainforge x ABC Home and Commercial: Weekly Project Check Date: 2025-08-14 Meeting participants: read.ai meeting notes, YvetteRuiz, MattBurns, Amber Lin, JanieceGarcia, Uttam Kumaran
WEBVTT
1 00:00:51.350 ⇒ 00:00:52.160 MattBurns: Hey, Vette.
2 00:00:52.160 ⇒ 00:00:52.749 YvetteRuiz: Take a nap.
3 00:00:53.000 ⇒ 00:00:54.000 YvetteRuiz: Hi!
4 00:00:54.290 ⇒ 00:00:55.980 MattBurns: Good to see you again so soon.
5 00:00:59.750 ⇒ 00:01:01.069 MattBurns: I know, it’s….
6 00:01:01.190 ⇒ 00:01:06.420 YvetteRuiz: I’m, … I feel like I need some energy, I probably need some caffeine in me.
7 00:01:06.910 ⇒ 00:01:08.410 YvetteRuiz: I’m crashing.
8 00:01:08.410 ⇒ 00:01:11.819 MattBurns: Yeah, it’s been a long, it’s been a long week, truthfully.
9 00:01:12.170 ⇒ 00:01:13.670 YvetteRuiz: Yes, it has.
10 00:01:14.270 ⇒ 00:01:15.359 YvetteRuiz: Life’s going down.
11 00:01:15.360 ⇒ 00:01:18.310 MattBurns: Meetings went well today, I thought, and you’re… Yeah.
12 00:01:18.910 ⇒ 00:01:21.959 MattBurns: Office staff is always pretty enthusiastic, so….
13 00:01:22.430 ⇒ 00:01:33.790 YvetteRuiz: Yeah, I was pretty proud of them. I mean, I love that they had their, oh, by the way, I mean, their record-breaking month, because they truly did a good push last month, and they’re continuing on that high this month.
14 00:01:33.970 ⇒ 00:01:35.270 MattBurns: No, for sure.
15 00:01:35.640 ⇒ 00:01:38.490 MattBurns: And that really does help, and …
16 00:01:39.050 ⇒ 00:01:43.350 MattBurns: Again, get them a little extra money, so that’s good.
17 00:01:45.590 ⇒ 00:01:46.130 MattBurns: Yep.
18 00:01:46.330 ⇒ 00:01:50.649 MattBurns: That’s… that’s money well worth… Spending, for sure, so….
19 00:01:51.030 ⇒ 00:01:51.810 YvetteRuiz: Yeah.
20 00:01:52.440 ⇒ 00:01:54.800 YvetteRuiz: Do you have plans this weekend for your birthday, Matt?
21 00:01:55.950 ⇒ 00:02:06.650 MattBurns: Well… Not the plans I expected, but I’m actually… Flying back to Colorado tomorrow.
22 00:02:06.950 ⇒ 00:02:07.820 YvetteRuiz: Oh!
23 00:02:07.820 ⇒ 00:02:11.699 MattBurns: James and I are driving Back down. James is moving…
24 00:02:12.150 ⇒ 00:02:17.529 MattBurns: back to Austin, so he’s got it all picked up and ready to go, but I’ve got to…
25 00:02:17.960 ⇒ 00:02:22.820 MattBurns: It’d be… be in the long drive on Saturday, so anyway, that’s fine.
26 00:02:22.820 ⇒ 00:02:26.090 YvetteRuiz: Now you get to spin it with your son.
27 00:02:27.130 ⇒ 00:02:28.200 MattBurns: Hey, guys.
28 00:02:28.200 ⇒ 00:02:29.440 YvetteRuiz: Hi!
29 00:02:30.430 ⇒ 00:02:32.120 Amber Lin: Long time no see.
30 00:02:33.000 ⇒ 00:02:37.200 MattBurns: Right? What I was saying to Yvette, this is about our third meeting today, so….
31 00:02:37.200 ⇒ 00:02:41.060 YvetteRuiz: We’ve been in all kinds of meetings today.
32 00:02:41.060 ⇒ 00:02:52.280 Amber Lin: I feel you. My… every day, I… I have meetings and meetings and meetings, and I have, like, an hour or two to think, and that’s it.
33 00:02:53.490 ⇒ 00:03:01.700 YvetteRuiz: I hear ya. I know that I have to carve out times, like, okay, I gotta process everything that I just met on.
34 00:03:02.960 ⇒ 00:03:04.040 YvetteRuiz: ….
35 00:03:04.040 ⇒ 00:03:07.629 Amber Lin: I think Utum’s on the flight currently, so….
36 00:03:07.630 ⇒ 00:03:08.100 YvetteRuiz: Okay.
37 00:03:08.100 ⇒ 00:03:09.890 Amber Lin: Sure, if you’ll be joining.
38 00:03:10.260 ⇒ 00:03:13.180 YvetteRuiz: Steven’s not gonna join, he has a… he’s in a…
39 00:03:13.300 ⇒ 00:03:17.290 YvetteRuiz: a business meeting this afternoon, or something, I can’t remember, yeah.
40 00:03:18.650 ⇒ 00:03:19.949 MattBurns: Janice is here, though.
41 00:03:21.050 ⇒ 00:03:21.370 JanieceGarcia: Really?
42 00:03:21.370 ⇒ 00:03:23.430 YvetteRuiz: pieces here.
43 00:03:24.440 ⇒ 00:03:25.440 JanieceGarcia: Oh, there’s Utom.
44 00:03:25.960 ⇒ 00:03:27.109 Amber Lin: Oh, hi, Otum!
45 00:03:28.700 ⇒ 00:03:31.110 YvetteRuiz: Where do y’all see him? I don’t see him.
46 00:03:31.410 ⇒ 00:03:32.420 JanieceGarcia: You can’t see him?
47 00:03:32.420 ⇒ 00:03:34.240 MattBurns: That picture.
48 00:03:35.680 ⇒ 00:03:38.919 YvetteRuiz: Maybe it’s my screen. I’m just on my laptop.
49 00:03:38.920 ⇒ 00:03:39.610 MattBurns: Yeah.
50 00:03:42.340 ⇒ 00:03:45.640 YvetteRuiz: Oh, hello Utam, although I can’t see you still.
51 00:03:45.640 ⇒ 00:03:46.810 MattBurns: That’s off, Amber.
52 00:03:46.810 ⇒ 00:03:48.760 Amber Lin: Alright, let’s get started.
53 00:03:48.960 ⇒ 00:03:50.239 Uttam Kumaran: Yeah, let’s go out.
54 00:03:50.620 ⇒ 00:03:52.399 MattBurns: There he is, he’s there.
55 00:04:03.300 ⇒ 00:04:08.180 Uttam Kumaran: Yvette, I did have a chance to take a look at the webinar, so I can give you some thoughts at the end of this.
56 00:04:08.790 ⇒ 00:04:15.319 YvetteRuiz: Oh, awesome! Thank you! I’m looking forward to hearing back from you on that.
57 00:04:17.310 ⇒ 00:04:24.120 Amber Lin: Very exciting. I’ll leave some space for that, so I’ll run through the updates. So.
58 00:04:24.250 ⇒ 00:04:42.929 Amber Lin: we are… the usage on Annie has been improving. Very, very happy to see that. I was afraid that the usage would just be high for the last 2 weeks, but it seems like it has continued this week. We’re at about 268, which is, for the last 7 days.
59 00:04:43.700 ⇒ 00:04:44.090 MattBurns: Good.
60 00:04:44.090 ⇒ 00:04:49.530 Amber Lin: And I did… oh, oops… I did a quick, …
61 00:04:50.080 ⇒ 00:05:03.090 Amber Lin: look at who’s the high users and how usage is distributed, and I think we have a few very high usage coming from, Rosalinda, Lauren.
62 00:05:03.130 ⇒ 00:05:23.080 Amber Lin: Janice, and then we have, I think, compared to the previous periods, the people who are using Andy about, say, 7 to 12 times have increased, so the middle section has increased, and then, we still have people who use it, say, once or twice.
63 00:05:23.080 ⇒ 00:05:41.899 Amber Lin: throughout the week, which I think, moving forward, we can ask them, hey, you use Andy, but how come you only use it twice? Like, what are you using it for, and what can you improve on usage on? So I think this could be a good pointer for our weekly CSR sections of how can we help them,
64 00:05:42.750 ⇒ 00:05:44.099 Amber Lin: using it anymore.
65 00:05:44.910 ⇒ 00:05:46.160 YvetteRuiz: I agree.
66 00:05:46.590 ⇒ 00:05:52.999 YvetteRuiz: I like seeing the… on that one right there, Monty Cruz being at the top.
67 00:05:53.170 ⇒ 00:05:59.660 YvetteRuiz: Dana’s also another user, which is interesting. Janiece kind of updated me on….
68 00:06:00.140 ⇒ 00:06:04.340 YvetteRuiz: Wasn’t she on y’all’s working… your working session yesterday? She’s out there.
69 00:06:04.850 ⇒ 00:06:05.640 JanieceGarcia: Well, I know….
70 00:06:05.640 ⇒ 00:06:07.939 Amber Lin: It’s very interesting.
71 00:06:09.000 ⇒ 00:06:09.400 YvetteRuiz: anything.
72 00:06:09.710 ⇒ 00:06:17.149 JanieceGarcia: But I know during our session yesterday, she was asking questions and giving feedback as we were going through it, so….
73 00:06:17.550 ⇒ 00:06:18.090 YvetteRuiz: Okay.
74 00:06:18.090 ⇒ 00:06:24.010 JanieceGarcia: Her usage could be literally just within the last 24 hours. But she’s up there!
75 00:06:24.010 ⇒ 00:06:25.040 YvetteRuiz: But, I mean.
76 00:06:25.040 ⇒ 00:06:25.770 JanieceGarcia: She’s doing it!
77 00:06:25.770 ⇒ 00:06:31.709 YvetteRuiz: It shows that, you know, whatever you guys talked about, I mean, it looks like she bought into that, and so, good.
78 00:06:31.900 ⇒ 00:06:32.760 Amber Lin: Yeah.
79 00:06:34.550 ⇒ 00:06:52.329 Amber Lin: So we’re in the middle of August, and we have seen improvements in usage. We have kicked on mechanical lawn and home improvement, I’ll get into that in a bit, and we are talking about the 8x8 transcripts, so I think we’re on track on what we planned before.
80 00:06:53.310 ⇒ 00:06:58.910 Amber Lin: And so this sprint, started this Monday, so a quick overview.
81 00:06:58.990 ⇒ 00:07:06.010 Amber Lin: Last… last week, a big issue was the inspector sheet. Things are not updating,
82 00:07:06.010 ⇒ 00:07:22.279 Amber Lin: and not responding as we want them to. We fixed that, and I’ve been keeping a close eye on the feedback that’s coming in. I think all the new feedback, we’ve tested them, are items that didn’t exist in the original sheet. Either a zip code was missed, or…
83 00:07:22.620 ⇒ 00:07:24.880 Amber Lin: We weren’t able to cover all of them.
84 00:07:25.210 ⇒ 00:07:34.649 Amber Lin: I think with the new format of the inspector sheet, it could be helpful if we work with the team that’s handling inspectors and see
85 00:07:34.650 ⇒ 00:07:48.009 Amber Lin: hey, these zip codes, we service them, but they’re currently empty, can we help fill that in? I think that’s an initiative that I can help you guys with, and making sure that there’s no longer blanks there.
86 00:07:48.010 ⇒ 00:08:01.999 Uttam Kumaran: Yeah, one… maybe one question I had, Amber, was just, like, what was the evolution to, like, that we arrived at this, like, sheet-based format? Like, was there ever… was this data ever in the system, or is there any interest in, like, getting this into something
87 00:08:02.100 ⇒ 00:08:04.600 Uttam Kumaran: in more of a system format.
88 00:08:04.780 ⇒ 00:08:05.990 Uttam Kumaran: Just curious.
89 00:08:06.160 ⇒ 00:08:08.720 Uttam Kumaran: Yvette, or Matt, or anybody.
90 00:08:09.170 ⇒ 00:08:19.479 Amber Lin: Yeah, I asked last Friday, but probably didn’t see the message that I was… we were wondering if we keep the data for the inspectors somewhere.
91 00:08:20.360 ⇒ 00:08:32.960 YvetteRuiz: Yeah, so the… that is put together… that sheet is owned by myself and Janiece, the inspector sheet, okay? But the inspector sheet is only as good as what our…
92 00:08:33.220 ⇒ 00:08:40.939 YvetteRuiz: sales managers, service managers, they… that they update us with. So, Amber, I don’t know if you remember,
93 00:08:41.000 ⇒ 00:08:58.070 YvetteRuiz: the idea was, we have them filling out a Google Sheet every time that there’s changes or anything. That sheet comes to currently myself and Janiece, and I was trying to see, could we automate that to go to somewhere, and it automatically get updated, so it…
94 00:08:58.090 ⇒ 00:09:05.740 YvetteRuiz: bypasses us, and it just can automatically get, you know, filled. And I think you mentioned we could probably do something like that.
95 00:09:05.740 ⇒ 00:09:18.830 YvetteRuiz: The second part to that was our sales manager, was gonna… they were gonna go through that entire inspector sheet, the new format that you guys put through, and make… to make sure everyone was assigned to a zip code.
96 00:09:19.940 ⇒ 00:09:31.140 Amber Lin: Okay, sounds good. Let us know how we can help with the second initiative, and I’ll check with the team on what the timeline is for that automation. I think that.
97 00:09:31.140 ⇒ 00:09:47.280 Uttam Kumaran: Yeah, let’s just… let’s make sure we can just get… if it’s a… if it’s currently a form right now, then yeah, certainly I think there’s an opportunity to improve it. I mean, ideally, our goal would be… we have maybe a Google Sheet, but ideally this ends up in a database, because right now, the… the…
98 00:09:47.280 ⇒ 00:10:03.479 Uttam Kumaran: the problem is the AI has to actually bring in, like, all of the records, and then find out which one is related to… who’s related to which zip code. Like, a much easier, and honestly, the response times would improve, is if we were to pull from a database where you can say, cool.
99 00:10:03.480 ⇒ 00:10:09.450 Uttam Kumaran: Give me this column, and then this zip code, and then this service, and then you could get the value.
100 00:10:09.450 ⇒ 00:10:24.190 Uttam Kumaran: Right? So maybe that’s something we can work towards, and over time, I just wanted to confirm that there wasn’t another system beyond this, and if there’s not, then cool, I think we have… we have a little bit of, like, okay, let’s see if we can devise something… something easier.
101 00:10:25.010 ⇒ 00:10:45.040 YvetteRuiz: Yeah, there’s… I mean, ultimately, we wanted to come from Evolve in that kind of big picture, and just so you guys know, we are actively working on it. I did, you know, was working with, you know, Trisana, who’s over, you know, a lot of the Evolve stuff, so her and I are trying to get to that level, but right now, the sheets are…
102 00:10:45.040 ⇒ 00:10:47.020 YvetteRuiz: What we work off of today.
103 00:10:47.020 ⇒ 00:10:57.139 Uttam Kumaran: Okay, great. Yeah, the system that we… that this will become will be very similar to what we’ll pull from Evolve anyways, so I think it’s all heading in the right direction.
104 00:10:57.140 ⇒ 00:10:57.980 YvetteRuiz: Look out.
105 00:10:57.980 ⇒ 00:11:16.039 JanieceGarcia: And I do have, Yvette and I did get an email to update commercial… there was some commercial changes in Austin, so I hadn’t touched the master sheet, so I… because I wanted to make sure it was complete before I did anything, so I’m good to go ahead and update that now. Amber?
106 00:11:16.040 ⇒ 00:11:23.729 Amber Lin: Absolutely. Yeah, forward the email to us as well, so I’ll also make sure to give you instructions, because we found.
107 00:11:23.730 ⇒ 00:11:24.750 JanieceGarcia: I’ll make sure it’s….
108 00:11:24.750 ⇒ 00:11:26.220 Amber Lin: Update that easier, too.
109 00:11:26.530 ⇒ 00:11:31.440 YvetteRuiz: And maybe this would be a good test, because that’s what you’re talking about the one John Arnold sent, Janiece, right?
110 00:11:31.440 ⇒ 00:11:32.080 JanieceGarcia: Yes, huh.
111 00:11:32.080 ⇒ 00:11:40.599 YvetteRuiz: Okay, maybe it would be a good test to send it through the Google Form, have Amber look at it and see, okay, how could… because that’s coming directly from them.
112 00:11:40.600 ⇒ 00:11:41.220 Amber Lin: Excellent.
113 00:11:41.220 ⇒ 00:11:54.020 Uttam Kumaran: Yep. So that’s exactly what I was hoping. Maybe, Amber, we can have the Google Form also go through our triage process. Because right now, if it’s just landing as an email, Janiece, and I’m sure you’re dealing with a lot of stuff, like, it could just be part of our…
114 00:11:54.120 ⇒ 00:12:13.220 Uttam Kumaran: update process, right? So, we have questions that are coming from the team, we also have updates to either the machine or updates to the zip codes, like, that can all get tracked in our triage process, so you’re not jumping between 5 different places. Like, again, since it’s just you and Yvette managing that.
115 00:12:13.260 ⇒ 00:12:22.089 Uttam Kumaran: It could go into our queue, and then, yes, ideally, Amber, what we can start to do is see how we can make some of those updates more automatically.
116 00:12:22.170 ⇒ 00:12:22.850 Amber Lin: Yeah. Okay.
117 00:12:23.910 ⇒ 00:12:24.470 Amber Lin: Cool.
118 00:12:24.470 ⇒ 00:12:25.010 JanieceGarcia: Cool.
119 00:12:25.230 ⇒ 00:12:32.949 Amber Lin: If you can shoot a Google Sheet with me, and then the email they sent me, I’ll make sure, to ask my team how we can automate that.
120 00:12:33.120 ⇒ 00:12:33.670 JanieceGarcia: Okay.
121 00:12:34.030 ⇒ 00:12:34.620 Amber Lin: Yeah.
122 00:12:36.350 ⇒ 00:12:37.200 YvetteRuiz: Thank you.
123 00:12:38.270 ⇒ 00:12:39.599 JanieceGarcia: Yeah, that’s awesome. Thanks.
124 00:12:40.200 ⇒ 00:12:43.140 Amber Lin: Alright, and then, …
125 00:12:43.360 ⇒ 00:12:52.619 Amber Lin: So, the working session this week for the CSRs went really well. I think… I think the main focus would be on…
126 00:12:53.260 ⇒ 00:12:54.479 Amber Lin: Forgot her name.
127 00:12:54.640 ⇒ 00:12:55.810 Amber Lin: die….
128 00:12:56.030 ⇒ 00:12:56.750 JanieceGarcia: Dana?
129 00:12:56.750 ⇒ 00:13:14.969 Amber Lin: Dana, on Dana, because when she first started, when she… when we first asked her, she very blatantly was like, no, I don’t like any, I don’t want to use it. I tried it, it didn’t work. And then Janice was very, very patient, and I think what she said was really effective. We showed Dana how
130 00:13:15.080 ⇒ 00:13:23.560 Amber Lin: people can use Andy now, and then I think in the end, we convinced her to send in feedback, to use some of its features.
131 00:13:23.560 ⇒ 00:13:42.649 Amber Lin: And as you saw earlier, there was a lot of feedback coming in from her, and I just triaged those updates, and I hope it continues, but I think it’s a good sign to see that people who were resistant at the beginning, because they didn’t know what Andy was like, can now be convinced to see, oh, this is actually helping me.
132 00:13:44.640 ⇒ 00:14:08.009 YvetteRuiz: Yeah, I agree 100%, and it is going to take a lot of these working sessions, and then checking in with the agent. I was just talking to our QA manager, because she’s also… part of her check-in with our agents is, like, how are you, you know, how is Andy going for you? And she’s also getting responses where some of them aren’t using it, but it’s interesting, once you start
133 00:14:08.180 ⇒ 00:14:17.629 YvetteRuiz: checking in with the… walk me through what you understand. They don’t understand, but once they start asking the right questions, that’s when the buy-in starts coming in.
134 00:14:18.460 ⇒ 00:14:25.000 Uttam Kumaran: Yeah. Yeah, Amber, I wonder if we can actually get some of those folks into RIL as well to see the dashboard, unless they’re already
135 00:14:25.350 ⇒ 00:14:26.750 Uttam Kumaran: Unless they’re already there.
136 00:14:27.760 ⇒ 00:14:35.540 Amber Lin: Totally. I have the… all the trainers, are in the dashboard. The individual CSRs are not yet.
137 00:14:35.760 ⇒ 00:14:36.320 JanieceGarcia: Yep.
138 00:14:37.870 ⇒ 00:14:42.559 Uttam Kumaran: Okay, yeah, all the trainers and any of the managers, yeah. If they’re all there, that’s perfect.
139 00:14:42.950 ⇒ 00:14:43.450 Amber Lin: Yeah.
140 00:14:43.800 ⇒ 00:14:54.550 Amber Lin: And then we send daily usage reports to them via an email, and then they can always see that email, they’ll click into the dashboard to see the view of that day.
141 00:14:58.300 ⇒ 00:15:04.349 Amber Lin: Yeah. I mean… Last week, we made this new ticketing system that takes…
142 00:15:04.360 ⇒ 00:15:22.579 Amber Lin: feedback from the CSRs and puts it as a ticket, just like how it’s in Evolve. I think it’s working great. I’ve been able to triage this a lot faster compared to the spreadsheet, and Janiece is already working on a lot of feedback that came in yesterday, and I’ve been able to assign things to my team.
143 00:15:22.580 ⇒ 00:15:31.080 Amber Lin: So this has been really helpful, and I think the next step is to get Tara on board to help with the mechanical updates.
144 00:15:31.080 ⇒ 00:15:37.299 Amber Lin: Because I know there’s stuff that’s not complete, but I’m not seeing that many feedback coming in on mechanical.
145 00:15:37.300 ⇒ 00:15:45.020 Amber Lin: And I want to make sure that she feels confident that she knows how to take that feedback and update the central doc.
146 00:15:45.930 ⇒ 00:16:05.460 YvetteRuiz: Okay. Yeah, and Janiece, you can check in on Tara as well, because I know the whole plan is for you to check in with everyone. It’s kind of why I asked you, Amber, make sure that Janiece is part of, like, with working with bringing in Brenda and, Patricia, so then that way she can work with them and make sure that they also understand it.
147 00:16:06.630 ⇒ 00:16:21.640 JanieceGarcia: I will say, I’ve gone through all the feedback from yesterday. I… the feedback we have now, I have 3 that I still need to go through, and they’ve been submitted within the last hour. So… Wow, okay. It’s… it’s a lot faster, it gives me everything, it’s…
148 00:16:22.400 ⇒ 00:16:24.190 JanieceGarcia: So much nicer.
149 00:16:24.190 ⇒ 00:16:28.520 YvetteRuiz: Well, thank you, Udom, for this, for this, you know, recommend… you… you guys, because this, this is great.
150 00:16:28.520 ⇒ 00:16:29.040 Uttam Kumaran: Yeah.
151 00:16:29.040 ⇒ 00:16:31.880 YvetteRuiz: It’s just a much smoother process.
152 00:16:31.880 ⇒ 00:16:37.609 Uttam Kumaran: No, I’m glad, like, I, you know, it took us to go around the world to sort of see everything, and then, yeah, I’m glad, like, it’s…
153 00:16:38.200 ⇒ 00:16:51.970 Uttam Kumaran: It’s working, and you know, for us, it’s also curating a log of everything that’s going on. And our system will get smarter, and we can start… you know, ideally, my hope is that eventually we will actually be able to automatically propose the change.
154 00:16:52.030 ⇒ 00:17:05.019 Uttam Kumaran: Right? Like, use the AI to actually say, AI, we got this feedback, what change should I make? And then, also, look, as people suggest feedback, I think one thing, Amber, we can start to report out on
155 00:17:05.150 ⇒ 00:17:13.470 Uttam Kumaran: like, maybe what the change we made was, or shout out people for giving the feedback, because that’s the only way these are all… it’s improving so much, you know?
156 00:17:13.470 ⇒ 00:17:13.900 Amber Lin: Yeah.
157 00:17:13.900 ⇒ 00:17:24.589 YvetteRuiz: Yeah, you’re spot on, Udom. I like that. That’s what we talked about when we met with all the leaders, to show them how the feedback, the…
158 00:17:24.660 ⇒ 00:17:35.870 YvetteRuiz: the help tickets were going to help out, is getting back to those agents and kind of like, hey, this got updated, this got completed. Even adding those shoutouts, I think that goes a long way.
159 00:17:35.870 ⇒ 00:17:36.470 JanieceGarcia: Yep.
160 00:17:43.090 ⇒ 00:17:44.059 Amber Lin: Oh, sorry, I’m….
161 00:17:44.060 ⇒ 00:17:46.230 YvetteRuiz: That’s part. Yeah.
162 00:17:46.230 ⇒ 00:17:48.209 Amber Lin: And I think…
163 00:17:48.380 ⇒ 00:18:07.930 Amber Lin: Currently, we manually send people an update after we create them, so Casey, my team, Casey and stuff, they will send updates if we updated something related to Inspector Sheet, and I know Janiece also sends in updates after she creates that, and we can, … that’s the automation we can create in the future as well.
164 00:18:08.450 ⇒ 00:18:09.600 YvetteRuiz: Thank you.
165 00:18:10.030 ⇒ 00:18:20.610 Amber Lin: Yeah. So on the mechanical side, the central doc is ready, people’s emails have been added to our system and classified as mechanical.
166 00:18:21.740 ⇒ 00:18:25.989 Amber Lin: the trainers know how the feedback system works. I think….
167 00:18:25.990 ⇒ 00:18:26.420 YvetteRuiz: Huh.
168 00:18:26.420 ⇒ 00:18:33.219 Amber Lin: now is to have more people tested to tell us what’s not working. …
169 00:18:33.390 ⇒ 00:18:47.420 Amber Lin: because I think that we don’t have momentum yet on the mechanical side, and I would like that to happen. I think that’s something we can work on. I know Tara is very on top of it, I just don’t think she…
170 00:18:48.230 ⇒ 00:18:56.259 Amber Lin: knew where we are at with the central dock. I don’t think I made it too clear to her, so I’m just gonna tell her, hey, this is…
171 00:18:56.260 ⇒ 00:19:14.200 Amber Lin: This is good to go. Any updates from here on, here’s how you can see it in the ticketing system. Here’s how you can update it so that she feels more confident moving forward. And I want to see mechanical CSR starting to use this and see an impact on their… that side.
172 00:19:14.600 ⇒ 00:19:27.330 YvetteRuiz: Okay, I’m here today. I’ll check in with her before I leave. I was meeting with her and Cass a minute ago, so I’ll check in with them and make sure that, you know, I kind of reiterate that as well, so we can start taking action on that.
173 00:19:27.330 ⇒ 00:19:38.309 Amber Lin: Absolutely. I have full belief in them, I just think I need to make sure that they know how to use the ticketing system, and maybe test one out, and maybe that’s something, Janice, you can show them as well.
174 00:19:38.800 ⇒ 00:19:41.929 JanieceGarcia: I can. And can I ask, too, if….
175 00:19:42.370 ⇒ 00:19:48.050 JanieceGarcia: Because I know I for sure get the pest, and I was being asked if this is pest or mechanical.
176 00:19:48.260 ⇒ 00:19:48.580 Amber Lin: Canada?
177 00:19:48.580 ⇒ 00:19:52.009 JanieceGarcia: I’d be opened up to the mechanical side as well, so I can ask….
178 00:19:52.010 ⇒ 00:19:53.089 Amber Lin: Oh, you are.
179 00:19:53.450 ⇒ 00:19:54.960 JanieceGarcia: Okay. I should be.
180 00:19:54.960 ⇒ 00:20:00.100 Amber Lin: Yeah. Okay. And anytime, if it says, no, I don’t have this information.
181 00:20:00.100 ⇒ 00:20:00.580 JanieceGarcia: Mmm.
182 00:20:00.580 ⇒ 00:20:11.359 Amber Lin: You can always submit a feedback and let us know. They might be… See what’s in there. …change the classification there very fast. So, if anyone encounters that problem, tell them to let us know, and we’ll change it.
183 00:20:11.580 ⇒ 00:20:12.180 JanieceGarcia: Okay.
184 00:20:12.890 ⇒ 00:20:13.620 Amber Lin: Yeah.
185 00:20:14.870 ⇒ 00:20:20.110 Amber Lin: And then on the lawn and home improvement side, we’ve synced on the…
186 00:20:20.420 ⇒ 00:20:26.330 Amber Lin: all the documents that they sent us. I’m gonna work with the trainers, I think.
187 00:20:26.600 ⇒ 00:20:40.550 Amber Lin: Brenda and Patricia both appointed someone to help them create the central dock. I want them to be involved in the start so that when they make updates, they know where to go. So that’s something that I’m gonna do today to send instructions for that.
188 00:20:41.930 ⇒ 00:20:43.809 YvetteRuiz: Good. Bless you.
189 00:20:43.810 ⇒ 00:20:44.610 JanieceGarcia: Thank you, sorry.
190 00:20:46.100 ⇒ 00:20:49.690 Amber Lin: Okay, so these are my main focuses.
191 00:20:49.810 ⇒ 00:20:51.460 Amber Lin: Kim and Kennedy will go live.
192 00:20:51.730 ⇒ 00:21:04.579 Amber Lin: Can we enable self-serve on spreadsheets, which you just talked about? Can we get insights from transcripts? Which, we have this transcript data, we need to explore and find out what we can do, and I know that’s something that you guys are going to talk about now.
193 00:21:05.690 ⇒ 00:21:06.920 YvetteRuiz: Thank you, Amber.
194 00:21:06.920 ⇒ 00:21:07.770 Amber Lin: Brilliant.
195 00:21:10.620 ⇒ 00:21:12.199 Amber Lin: Okay, I’ll let….
196 00:21:12.200 ⇒ 00:21:12.960 Uttam Kumaran: Great.
197 00:21:12.960 ⇒ 00:21:13.580 Amber Lin: Come take….
198 00:21:14.340 ⇒ 00:21:34.089 Uttam Kumaran: Yeah, so I, I did watch the 8x8, webinar, and I think the biggest thing for me is what we saw in the webinar, and maybe I’ll just give some context for everybody, is they’re just talking about some of the platform updates they’re releasing, that include things related to AI, but I think…
199 00:21:35.990 ⇒ 00:21:49.559 Uttam Kumaran: Yvette, if you remember, they were… they had, like, this AI assistant that was next to me with the customer. For example, it could suggest replies, it could help you on, like, whatever your closeout process is, …
200 00:21:49.560 ⇒ 00:21:56.150 Uttam Kumaran: And it was actually really great, but I think the webinar really focused on more text-based back and forth. …
201 00:21:56.150 ⇒ 00:22:04.500 Uttam Kumaran: But one of the, you know, kind of like the overarching, you know, idea that… that I’m thinking about, and you know, maybe a little bit of a larger
202 00:22:04.500 ⇒ 00:22:16.769 Uttam Kumaran: thing to consider is, right now, we are, you know, we’re both enabled because we have our system in Google Chat, but additionally, I think we’re also a little bit hamstrung in that we’re only able to do
203 00:22:16.770 ⇒ 00:22:27.050 Uttam Kumaran: what’s possible in Google Chat. So one of the things that we could consider, is actually creating a little bit of a specific ABC-specific, you know, chat
204 00:22:27.230 ⇒ 00:22:33.649 Uttam Kumaran: like, platform. All this could be to start with is actually just another place where you can go access Andy.
205 00:22:33.650 ⇒ 00:22:50.919 Uttam Kumaran: But in addition, we can develop a lot of helpful things in that platform, right? So, right now, all of the things that we can do with Andy are very chat-based, so it’s hard to do things like suggestions, it’s hard to, like, pull up examples, like, visually, …
206 00:22:51.020 ⇒ 00:23:06.249 Uttam Kumaran: you know, it’s also… really, the rock star features is voice, right? So, imagine we could listen in on the calls, or even just listen in on one side, right? If you envision a world where you hop on a call with a customer.
207 00:23:06.250 ⇒ 00:23:12.300 Uttam Kumaran: you click record, on an Andy UI, and then as you’re talking, It’s…
208 00:23:12.300 ⇒ 00:23:17.520 Uttam Kumaran: seeing what you’re saying and starting to come up with suggestions, right, on the fly. …
209 00:23:17.570 ⇒ 00:23:26.029 Uttam Kumaran: that’s just something that will require, most likely, just a new interface. And I know that could feel like, oh, that’s, like, a huge bulk of work.
210 00:23:26.450 ⇒ 00:23:32.399 Uttam Kumaran: Actually, I think there are a lot of, like, thin ways for us to do that, and the experience is…
211 00:23:32.400 ⇒ 00:23:51.570 Uttam Kumaran: is at least the same as that you’re getting in the Google Chat. But I do think that there’s an opportunity to add several features, like the one I’m describing. But additionally, I think one question I had is, what is the sort of end, like, process for, like, after a call? Is this all done in 8x8?
212 00:23:51.570 ⇒ 00:23:53.620 Uttam Kumaran: Are they going and logging?
213 00:23:53.790 ⇒ 00:24:03.219 Uttam Kumaran: notes elsewhere. Like, if you guys can talk about that process, maybe, like, if… how long that takes, and if that’s really an opportunity for optimization.
214 00:24:04.000 ⇒ 00:24:28.869 YvetteRuiz: Yeah, so we’re actually, right now, working with Evolve, and they’re going to be connecting with 8x8, for the integration. So then that way, the screen pop-ups come up, because right now, currently, the way it was, we would answer the phones through Evolve, and then we’d notate everything, we’d create the tickets, we’d do everything through Evolve, so it’s a little bit of a process, because we gotta go in there and wrap
215 00:24:28.870 ⇒ 00:24:45.730 YvetteRuiz: up, put the notes and everything, versus the direction we’re going now, once we’re integrated with Evolve, I mean, through 8x8, the pop-ups would come up, the customer ID would come up, we would be able to record the phone call, and the transcript would go put… be placed in the account, in Evolve.
216 00:24:46.000 ⇒ 00:24:46.580 YvetteRuiz: Great.
217 00:24:46.580 ⇒ 00:25:04.700 Uttam Kumaran: Okay, okay. So it’s… so it’s still… again, I think my… mostly, I think right now, everybody’s using Andy in chat, so at least we’re seeing that people are open to using another interface in addition to 8x8. I think ideally, if 8x8 and Evolve connect, then people don’t have to pull up
218 00:25:04.730 ⇒ 00:25:08.019 Uttam Kumaran: Evolve maybe every time, and that kind of reduces one.
219 00:25:08.950 ⇒ 00:25:27.890 Uttam Kumaran: something we can consider, you know, as, like, some… a separate interface where we can start to help the CSRs take some action. You know, the reason why, you know, I originally proposed the Google Chat is just because it’s where the company is right now, and it’s what the CSRs are used to, and so I do think what we’re seeing is that
220 00:25:27.940 ⇒ 00:25:42.869 Uttam Kumaran: adoption and getting people familiar with systems is challenging, so I’m not going to say that we can build something and then everybody’s gonna come use it immediately, but if the features there are just as powerful as they are right now.
221 00:25:42.870 ⇒ 00:25:58.139 Uttam Kumaran: or even better, I think that people would be open to using it. And we could do a larger brainstorming session about what some of those features are, and we can show you some demos of some stuff that we’re doing even in our company, or for a couple of other clients.
222 00:25:58.200 ⇒ 00:26:12.360 Uttam Kumaran: But it’s worth considering. I mean, for me, the killer feature would be something like this voice, almost real-time feature, where you could be talking to a client, it sort of listens at least to your side, and is able to pull up references. For me, that is…
223 00:26:12.360 ⇒ 00:26:18.320 Uttam Kumaran: that’s… that actually removes the step of the CSR having to ask the question.
224 00:26:18.350 ⇒ 00:26:23.550 Uttam Kumaran: Which is, which is a huge tax right now.
225 00:26:23.550 ⇒ 00:26:24.120 YvetteRuiz: Exactly.
226 00:26:24.120 ⇒ 00:26:29.119 Uttam Kumaran: Instead, if it’s listening, and it can actually devise what the question is, then it’s… it’s not so bad, you know?
227 00:26:29.270 ⇒ 00:26:43.990 YvetteRuiz: Yeah, yeah, it’ll populate for them, and you’re absolutely… and that’s exactly where I was, Utem. If at some level they could listen in to us, and the pop-ups could come up, or, you know what I mean? I want to cancel, or I want to do X, you know what I mean?
228 00:26:43.990 ⇒ 00:26:52.339 YvetteRuiz: it’s gonna populate there for them. So, yes, if we can… if we can work out something and talk about that at a higher level, I think that would be amazing.
229 00:26:52.730 ⇒ 00:27:05.099 Uttam Kumaran: Yeah, I think one thing that I’m not 100% sure on is, like, for example, when you take an 8x8 call, I’ll need to see whether… one, is there a potential for us to build this directly into 8x8? I’ll have to look into that.
230 00:27:05.100 ⇒ 00:27:07.470 YvetteRuiz: You know, it seemed like they were….
231 00:27:07.470 ⇒ 00:27:22.730 Uttam Kumaran: they’re open to some people building on their platform, but I’m not sure. Additionally, if… I will have to see whether we can access, sort of, the live feed, from the call. If we can do that, then it’s actually not so bad to build this system,
232 00:27:22.830 ⇒ 00:27:41.469 Uttam Kumaran: But again, maybe it’s something that we consider. I think at least, even if we were to not even do the voice, coming up with a lot more use case-specific chat interface for the work that the CSRs are doing is certainly going to be at least, like, 20-30% better than just typing into a Google chat window.
233 00:27:41.480 ⇒ 00:27:44.880 Uttam Kumaran: Which we’re seeing is working, because you’ll be able to get things like
234 00:27:44.900 ⇒ 00:28:03.170 Uttam Kumaran: references to the exact point in the document that people can open up, suggested… suggested questions to ask, there’s a lot of really interesting chat interfaces now that are available because of AI, that’s something that I would love to sort of share with y’all. Sam on our team, who…
235 00:28:03.170 ⇒ 00:28:17.259 Uttam Kumaran: recently joined, that’s kind of a lot of his world and a lot of what he’s exploring for a few other clients, is what is the… what is the next chat interface for… for these, like, AI chatbots? And we found some really, really cool stuff, so…
236 00:28:17.340 ⇒ 00:28:23.139 Uttam Kumaran: Could be worth doing a brainstorming session on, maybe picking one or two proof of concepts to put in front of y’all.
237 00:28:24.070 ⇒ 00:28:26.469 YvetteRuiz: Okay. I mean…
238 00:28:26.470 ⇒ 00:28:44.120 YvetteRuiz: just let me know, Uten, like, when we can do something like that. I mean, even if I… we need to meet with our contact at 8x8, you can ask questions. I mean, I’m willing to put that meeting together. But yeah, I think that would be super. I mean, the more, again.
239 00:28:44.120 ⇒ 00:28:50.470 YvetteRuiz: quicker, easier, that we can get the answers. It’s just going to be an overall great experience.
240 00:28:50.470 ⇒ 00:28:51.620 Uttam Kumaran: Great, okay.
241 00:28:51.900 ⇒ 00:29:00.129 Uttam Kumaran: Yeah, I’m curious, Matt or Janice, if you guys have any thoughts on that, or if there’s any questions that you guys have on anything I mentioned.
242 00:29:01.350 ⇒ 00:29:16.250 JanieceGarcia: I’m… I mean, I’m with you, but I really think, and you, Utam, with the agent being able to actually speak and have that stuff pop up and not have to type in the questions, because that is one of the, you know, with the working sessions that Amber and I have done.
243 00:29:16.250 ⇒ 00:29:23.950 JanieceGarcia: that’s one of the stressors, is them not knowing exactly what to put in for the question for Andy to really come back with the answer.
244 00:29:23.950 ⇒ 00:29:31.809 JanieceGarcia: So if the… if Andy’s listening to the conversation and able to give those suggestions, I mean, that… it’s gonna be…
245 00:29:32.100 ⇒ 00:29:39.010 JanieceGarcia: a huge change. This is already a huge change and better for them, but that would be even bigger.
246 00:29:41.730 ⇒ 00:29:42.280 YvetteRuiz: Yeah.
247 00:29:42.280 ⇒ 00:29:42.830 MattBurns: Nope.
248 00:29:43.510 ⇒ 00:29:48.209 MattBurns: Yeah, because I could see the CSR not knowing exactly how to phrase it, or….
249 00:29:49.700 ⇒ 00:29:50.630 MattBurns: Yep, yep.
250 00:29:51.370 ⇒ 00:30:06.580 Uttam Kumaran: That’s exactly… I mean, you know, one thing that we’re talking about, you know, in our company and, you know, for a lot of clients is that, you know, the team is actually one of the big roadblocks, because even knowing what to ask, how to ask it,
251 00:30:06.580 ⇒ 00:30:10.600 MattBurns: It’s something that will take… will take months to learn, you know?
252 00:30:10.600 ⇒ 00:30:24.780 Uttam Kumaran: You know, in my team, because I’ve been using these tools for 2 years now, it’s like, it’s second nature to me, but, it will take some time, and so part of what I want to find out is, look, we’re seeing that adoption is a problem.
253 00:30:24.780 ⇒ 00:30:32.310 Uttam Kumaran: And we want to see how can we accelerate that. Well, whether it’s… it’s… we want the AI to almost be proactive in that sense, where it’s not…
254 00:30:32.310 ⇒ 00:30:50.940 Uttam Kumaran: like, waiting for you to prompt it, it almost is, like, listening and can tell you the next piece. You know, that’s sort of the kind of the future in what a lot of folks… really, again, this would be something that not a lot of folks even have access to. This is sort of the edge of where people are right now.
255 00:30:51.190 ⇒ 00:30:51.780 JanieceGarcia: Right.
256 00:30:51.780 ⇒ 00:31:00.200 Uttam Kumaran: Right? In my business, for example, we do a lot of client work, right? And one of the challenges for us is we talk to so many
257 00:31:00.790 ⇒ 00:31:20.669 Uttam Kumaran: And we sometimes miss responding to an email, or miss responding to a message in Slack, and one of the things that I asked our team to build is something that can sort of just check and see were there any questions that were asked today that were missed, and tell us proactively. Right, and that kind of moves beyond, hey, tell me what questions were missed.
258 00:31:20.670 ⇒ 00:31:37.679 Uttam Kumaran: to an agent that’s almost listening, or on some schedule, giving you feedback. And this is sort of where a lot of this stuff is heading, but I’ll tell you, not many… like, we are not seeing this being asked by a lot of companies, so it’d be exciting to develop this for y’all, and at least, you know, show you what’s possible.
259 00:31:39.370 ⇒ 00:31:39.850 JanieceGarcia: Yep.
260 00:31:40.260 ⇒ 00:31:41.249 MattBurns: Cool. That’s cool.
261 00:31:42.590 ⇒ 00:31:51.759 YvetteRuiz: Well, I’m very excited about that. Udom, thank you for taking the time to watch that webinar, and, you know, kind of come back with your feedback and your thoughts on that.
262 00:31:51.760 ⇒ 00:32:05.850 Uttam Kumaran: Of course, yeah, and I’d love to… I’ll send you a note. Let me regroup with Sam on my team, and then maybe I’ll send you a note next week. We’ll go through the 8x8 documentation, and just check, like, what options are there with the API.
263 00:32:05.850 ⇒ 00:32:16.189 Uttam Kumaran: we’ll note down a list of questions, and we can… if you want… ideally, we can… you can loop us into an email with them, and we can send those questions, or if we need to hop on a meeting, we can do that. It would be great, because we’re…
264 00:32:16.190 ⇒ 00:32:29.590 Uttam Kumaran: we’re looking at their data a lot these days, so it may just help to have that resource, anyways, but maybe let’s plan on that, Amber, for next week. I can touch base with Sam, and we can just get a little document together.
265 00:32:31.140 ⇒ 00:32:37.089 Amber Lin: Yeah, totally. I’ve already ticketed it. I’ll make sure to check in on both sides on that.
266 00:32:37.870 ⇒ 00:32:38.500 Uttam Kumaran: Okay.
267 00:32:39.180 ⇒ 00:32:40.630 YvetteRuiz: Really good. Okay.
268 00:32:41.840 ⇒ 00:32:44.720 YvetteRuiz: Well, lots of good progress here.
269 00:32:45.770 ⇒ 00:32:47.150 Uttam Kumaran: Yeah, I’m excited.
270 00:32:47.150 ⇒ 00:32:47.830 YvetteRuiz: drum.
271 00:32:48.410 ⇒ 00:33:00.070 Uttam Kumaran: Yeah, I’m excited to, you know, once we have the transcripts, to start to actually, you know, ask some questions over that and see how fast we can actually catch more changes
272 00:33:00.070 ⇒ 00:33:09.630 Uttam Kumaran: You know, because right now, our main way to impact updating documents is from the feedback, but as we know, not everyone is giving feedback, right? Maybe it’s 1 out of 20, or 1 out of 10.
273 00:33:09.630 ⇒ 00:33:10.230 YvetteRuiz: And….
274 00:33:10.230 ⇒ 00:33:26.060 Uttam Kumaran: And so, ideally, if we can watch those calls, see where people are getting, like, hung up, we can actually add more opportunities for feedback. So that’s gonna be a huge unlock. Amber, where are we with the transcript stuff?
275 00:33:26.060 ⇒ 00:33:40.159 Amber Lin: So we’ve got the trans… we’ve got the data from 8x8, from the API. It’s currently in S3, so it’s in our… where we store data, and I think we’re ready to explore it. I’ve asked the team to do it. I think, …
276 00:33:41.260 ⇒ 00:33:46.659 Amber Lin: I think they’ve started on that, but I think what we just talked about, okay, what are some…
277 00:33:46.790 ⇒ 00:33:56.060 Amber Lin: questions that people got stuck on is a good point to start, because it’s a little hard for the team to figure out, oh, where can I… where can I start exploring that data?
278 00:33:56.650 ⇒ 00:34:01.139 Uttam Kumaran: Yeah, I think mainly, like, let’s just look for opportunities to improve the central dock, so we’re.
279 00:34:01.140 ⇒ 00:34:01.620 Amber Lin: -
280 00:34:01.620 ⇒ 00:34:16.590 Uttam Kumaran: we can… we can start to brainstorm what to look at in transcripts, but ideally, we’re looking at people getting stuck on questions, or I don’t know, or I’ll have to get back to you, those types of things, and… and we can… if we can isolate those parts of the conversation, maybe there’s something we could find.
281 00:34:18.679 ⇒ 00:34:19.359 Amber Lin: Totally.
282 00:34:20.170 ⇒ 00:34:20.760 JanieceGarcia: Okay.
283 00:34:22.190 ⇒ 00:34:22.940 YvetteRuiz: Well….
284 00:34:23.429 ⇒ 00:34:30.560 Uttam Kumaran: I think that’s it on my end, but big win for me was the ticketing system, so thanks again for that. Yeah, of course.
285 00:34:30.560 ⇒ 00:34:31.689 JanieceGarcia: Dude, thank you.
286 00:34:33.130 ⇒ 00:34:34.979 MattBurns: Good deal. Thank you, guys.
287 00:34:35.020 ⇒ 00:34:35.530 JanieceGarcia: Thank you.
288 00:34:35.530 ⇒ 00:34:35.880 Uttam Kumaran: at all.
289 00:34:35.889 ⇒ 00:34:38.650 YvetteRuiz: Thanks, everyone. Appreciate it. Alright, talk soon. Bye!
290 00:34:38.659 ⇒ 00:34:39.319 Uttam Kumaran: Bye.