Meeting Title: Brainforge x ABC Client Testimonial Date: 2025-09-30 Meeting participants: Jake Nathan, YvetteRuiz, Uttam Kumaran
WEBVTT
1 00:01:37.260 ⇒ 00:01:38.300 Jake Nathan: Hi, Yvette.
2 00:01:44.930 ⇒ 00:01:47.850 YvetteRuiz: Yes. Okay, I’m so sorry.
3 00:01:48.050 ⇒ 00:01:48.970 Jake Nathan: Oh, no worries.
4 00:01:48.970 ⇒ 00:01:49.980 YvetteRuiz: Thanks.
5 00:01:49.980 ⇒ 00:01:50.990 Jake Nathan: Making time.
6 00:01:51.140 ⇒ 00:01:54.199 YvetteRuiz: Yeah, I’m so sorry, I’ve been… it’s just been crazy.
7 00:01:54.360 ⇒ 00:02:06.220 Jake Nathan: No, I totally understand. I joined Brainforge maybe a month ago, but I’ve heard from others that, one, you’re awesome, and two, that I know you’re really scrapped for time, so I, totally understand and really appreciate you doing this.
8 00:02:06.570 ⇒ 00:02:11.750 YvetteRuiz: Yeah, thank you. I’m super nervous. I don’t really like to… I’m just, you know, I’m just… it’s…
9 00:02:11.750 ⇒ 00:02:20.969 Jake Nathan: you know, the recording and all that stuff, so… Totally. Yeah, I wanna… I want this to be as, like, as, least scary as possible, like, we can…
10 00:02:21.460 ⇒ 00:02:31.919 Jake Nathan: I’ll, one, make sure to, like, send you anything before, like, we post anything, like, I want you to feel, like, super comfortable that, like, anything you say, it’s not like we’re gonna, oh, okay, we’re gonna press publish, like…
11 00:02:32.550 ⇒ 00:02:36.670 Jake Nathan: I’ll make sure to send you over everything.
12 00:02:36.910 ⇒ 00:02:52.300 Jake Nathan: And, yeah, we can do as many, like, takes of something, like, you don’t have to… it’s not like we’re trying to, like, memorize any lines here. And I saw that you kind of wrote out some things before, which is helpful too, and I think, if you’re comfortable, like, definitely use that.
13 00:02:52.300 ⇒ 00:02:59.830 Jake Nathan: But then also, like, if you want to go off the cuff a little bit, just to give it more of, like, a natural feel, that’s always helpful.
14 00:03:00.020 ⇒ 00:03:09.429 Jake Nathan: So yeah, I can kind of go through and ask you each question, and we’ll just see how much you have. I know you’re busy, and
15 00:03:09.540 ⇒ 00:03:16.809 Jake Nathan: if there’s something that I see, or something that I want to talk about more, I’ll go into that, and like I said, we can… there’s no, like,
16 00:03:17.010 ⇒ 00:03:18.939 Jake Nathan: We can do as many takes, or, like, whatever.
17 00:03:18.940 ⇒ 00:03:24.340 YvetteRuiz: Okay. Yeah. The reason I wrote them down is because, again.
18 00:03:25.000 ⇒ 00:03:36.679 YvetteRuiz: Yeah, I get a little bit flustered, you know, when I’m at, you know, I’m doing these type of interviews and stuff like that, so I wrote it down, but I don’t want to make it feel fake, you know what I mean? Like, I don’t want to keep looking at my paper. But yeah, so bear with me.
19 00:03:36.680 ⇒ 00:03:46.610 Jake Nathan: Yeah, totally understand. And is it possible, and I actually need to do this too, could you move your camera a little bit downward, just so I can get your full…
20 00:03:46.920 ⇒ 00:03:49.120 Jake Nathan: Yep. Yep, okay, perfect.
21 00:03:49.120 ⇒ 00:03:50.050 YvetteRuiz: Are we good here?
22 00:03:50.050 ⇒ 00:03:58.930 Jake Nathan: Yes, that’s perfect. Okay. Okay. That is great. Okay, awesome. So, yeah, I guess we can go ahead and get started. I know, Utam might be joining at some point.
23 00:03:58.930 ⇒ 00:03:59.500 YvetteRuiz: Okay.
24 00:03:59.670 ⇒ 00:04:08.499 Jake Nathan: Oh, he might come say hi, but yeah, let’s… let’s do it. So, yeah, what is your name, and what is your role, and what company do you work for?
25 00:04:08.930 ⇒ 00:04:17.180 YvetteRuiz: Okay, well, my name is Yvette Ruiz, and I work for ABC Home and Commercial Services, and I am the Customer Service Director for ABC.
26 00:04:18.430 ⇒ 00:04:21.870 Jake Nathan: Perfect. That was a… that was a great first line, so we’re off.
27 00:04:22.290 ⇒ 00:04:28.050 Jake Nathan: So, yeah, next question is, what does ABC do, in your own words?
28 00:04:28.050 ⇒ 00:04:50.439 YvetteRuiz: Okay, so, yeah, ABC is, what I call a one-stop shop. We provide multiple services. We have 18, service lines of business, from pest control to home improvement to lawn services to, HVAC, electric services. So, ABC is about, you know, making it a one-stop shop, servicing all kinds of services for our customers’ needs.
29 00:04:51.700 ⇒ 00:04:56.670 Jake Nathan: That’s awesome. Man, you’re… you’re telling me you’re flustered, I feel like you’re crushing already, so…
30 00:04:57.810 ⇒ 00:05:03.910 Jake Nathan: So yeah, so the next… er, let’s see, is it… Utom might be. Hey, Utom!
31 00:05:03.910 ⇒ 00:05:05.610 YvetteRuiz: There’s it.
32 00:05:07.950 ⇒ 00:05:09.520 Jake Nathan: I don’t know if it was just,
33 00:05:10.720 ⇒ 00:05:18.169 Jake Nathan: Hey, we’re, we’re starting our… Cool, go ahead. It’s been great. So, yeah, that’s crushing it already.
34 00:05:18.170 ⇒ 00:05:18.490 YvetteRuiz: Oh, yeah.
35 00:05:18.490 ⇒ 00:05:25.160 Jake Nathan: Okay, so, next question is, what problem were you facing before you decided to start working with Brainforge?
36 00:05:26.120 ⇒ 00:05:40.590 YvetteRuiz: Yeah, so we were struggling with new hire training, so as, you know, we have multiple lines of business, as I mentioned before, so hiring a CSR to be able to have the knowledge base of all our service lines was a bit of a challenge, so…
37 00:05:40.590 ⇒ 00:05:46.569 YvetteRuiz: The training was a little bit long, and then we had several documents.
38 00:05:46.570 ⇒ 00:05:54.609 YvetteRuiz: scattered all over the place. So, that was one of the biggest challenges that we did have, prior to working with Brain Forage.
39 00:05:55.120 ⇒ 00:06:00.439 Jake Nathan: That makes sense, yeah. And so, then when you decided to bring on BrandForge, what was your goal?
40 00:06:00.840 ⇒ 00:06:23.490 YvetteRuiz: Our goal was to gather… to make the training shorter. You know, I mean, we were going through weeks of training, but bringing on Brain Forge was to really make that a shorter period of training, but also have one location to where the CSRs are able to go in there and find the documents, and then, of course, having a tool
41 00:06:23.490 ⇒ 00:06:27.849 YvetteRuiz: Where they… it’s easy for them to search, which is where the AI assistant came in.
42 00:06:28.920 ⇒ 00:06:37.989 Jake Nathan: Awesome. Yeah, and maybe you can go into this a little bit on the next question. So, yeah, as you were working with Brainforge, what did Brainforge help you do?
43 00:06:38.560 ⇒ 00:06:54.070 YvetteRuiz: So, yes, so Brain Forge, helped us, get… go through all the materials that we had. So, all our training docs, we had many, several, again, we had many lines of business, so what they did is they gathered all that material, they sorted it, they…
44 00:06:54.070 ⇒ 00:07:03.670 YvetteRuiz: put together the PowerPoints, the training materials that we had, condensed it, and made it… and found one source of truth for it. Oh my goodness, can I do that one again?
45 00:07:03.670 ⇒ 00:07:08.280 Jake Nathan: Totally, totally. We got… yeah, totally, that’s awesome. You’re doing such a good job.
46 00:07:10.770 ⇒ 00:07:13.259 YvetteRuiz: So, the goal was, again, I’m sorry, right?
47 00:07:13.260 ⇒ 00:07:16.960 Jake Nathan: Yeah, I could just ask it again, just to, okay.
48 00:07:17.420 ⇒ 00:07:21.200 Jake Nathan: Yeah, so as you brought in Brainforge, what did Brainforge help you do?
49 00:07:22.090 ⇒ 00:07:37.970 YvetteRuiz: So, they helped us gather all the documentation, put it in one, location that’s going to be… that was easier for our CSRs to be able to search, use, and have the reliable information that they needed, when they’re on the phones with their customers.
50 00:07:38.860 ⇒ 00:07:39.650 Jake Nathan: Awesome.
51 00:07:39.810 ⇒ 00:07:49.329 Jake Nathan: And, I know you wrote about this, I’d love to hear more about it, like, what action specifically did Brainforge, take to help you with this?
52 00:07:49.900 ⇒ 00:08:12.520 YvetteRuiz: So, they helped us, clean up and organize the documentations, the PowerPoints, the training material, bringing them to one consistent format, central location. They also built our AI assistant, Andy, which was our, which is the agent of where it pulls the information from, to help them, quickly search for the information that they’re needing.
53 00:08:13.870 ⇒ 00:08:31.579 Jake Nathan: That’s awesome. That’s great. And, I’d love to hear, like, kind of the other question here is, what is the biggest way Brainforge helps ABC? And, this would be one if it’d be… it’d be awesome if you could say, like, the biggest way Brainforge helps ABC is… and then you can just go into whatever you’d like.
54 00:08:31.800 ⇒ 00:08:47.919 YvetteRuiz: Okay, so the biggest way, Brain Forge, helped ABC, was really, making the, the, the building of the AI, AI bot super helpful. Again, I’m gonna have to kind of stop there, sorry.
55 00:08:47.920 ⇒ 00:08:48.560 Jake Nathan: Perfect, okay.
56 00:08:48.560 ⇒ 00:08:50.570 YvetteRuiz: Oh my I’m not getting flustered, hang on.
57 00:08:50.570 ⇒ 00:09:08.289 Jake Nathan: Hey, what’s, you’re doing… seriously, I’ve done testimonials with so many other people, and I’m telling you, like, you are cracking this one, so thank you. And, honestly, you don’t even, like, now that you said that first thing, like, you could just go into… so yeah, the biggest way Brainforge helps ABC, you don’t have to say anything, you just go right into it.
58 00:09:08.290 ⇒ 00:09:26.169 YvetteRuiz: Okay. Okay, so hang on, let me just kind of read through my notes here. They helped us clean up and organize our documents, PowerPoints, training material, bringing them to one consistent format. They also built an AI assistant, did I already say some of those things? Brainforge is also helping us renew transcripts. Okay. Okay.
59 00:09:26.170 ⇒ 00:09:32.350 Jake Nathan: Oh, yeah, so the biggest way Brainforge helps is by giving us a reliable, organized system.
60 00:09:32.880 ⇒ 00:09:36.559 Jake Nathan: Yeah, just anything, anything like that, you’re doing great.
61 00:09:36.740 ⇒ 00:09:41.600 YvetteRuiz: Okay, alrighty, so yeah, so they… so again, I can just pick up with the help…
62 00:09:42.680 ⇒ 00:09:47.649 Jake Nathan: The biggest way? Yeah, the big… so yeah, what’s the biggest way that Brainforge helps ABC?
63 00:09:47.650 ⇒ 00:09:55.249 YvetteRuiz: Okay, so the biggest way Brainforge has helped ABC is they’ve helped us organize our documentation by putting together all our
64 00:09:55.250 ⇒ 00:10:18.320 YvetteRuiz: previous documentations, our PowerPoints. They created Andy, the AI assistant, as a quick, searchable way to find the information that the CSRs need. They have been helping us with our KPIs, being able to help us with their transcripts, with the phone calls, to be able to help, track with first call resolutions, average handle time, and things like that.
65 00:10:19.290 ⇒ 00:10:21.210 Jake Nathan: Perfect. You crushed that one.
66 00:10:22.180 ⇒ 00:10:28.369 Jake Nathan: Cool. And then, yeah, the next question is, so, what are your future plans with Brain Forge, if any?
67 00:10:29.170 ⇒ 00:10:40.380 YvetteRuiz: Yeah, so the future plans with Brain Forge, hopefully, are to go into voice, where the AI is able to listen into our phone calls and actually
68 00:10:40.380 ⇒ 00:10:58.139 YvetteRuiz: prompt, and help them with… navigate through that conversation. So today, we’re doing it searched through the AI assistant, but it would be very good… very cool if they can listen in to our phone calls and automatically prompt, the answers to them that they’re needing, and make the call seamless and better customer experience overall.
69 00:10:59.630 ⇒ 00:11:01.500 Jake Nathan: Perfect, that was a great answer.
70 00:11:01.790 ⇒ 00:11:11.020 Jake Nathan: Okay, so yeah, now going into the reflection section. So, what types of businesses would you recommend to work with Brainforge?
71 00:11:11.690 ⇒ 00:11:24.160 YvetteRuiz: So, I would recommend any business that heavily relies on customer service or large teams that need, accurate information. Any organization that struggles with scattered documents.
72 00:11:26.060 ⇒ 00:11:27.679 Jake Nathan: Perfect. I like that.
73 00:11:28.240 ⇒ 00:11:33.550 Jake Nathan: What’s one thing in particular that you really appreciate about working with Brainforge?
74 00:11:34.550 ⇒ 00:11:38.819 YvetteRuiz: So, the one thing that I do, really appreciate is the people.
75 00:11:38.880 ⇒ 00:11:52.990 YvetteRuiz: They’re great people. Utam, the owner, has took the time to personally come in and meet with myself and other key players to get to know the business. He actually did, working sessions with our agents.
76 00:11:52.990 ⇒ 00:12:01.679 YvetteRuiz: And that’s just been the greatest experience. I mean, he’s… they just really have invested a lot of time to get to know our business to make it the success it is today.
77 00:12:02.920 ⇒ 00:12:13.199 Jake Nathan: That’s awesome, that’s really cool to hear. And yeah, what would you say, how would you describe to someone, like, what’s the process of, what’s the process like working with Brainforge?
78 00:12:14.170 ⇒ 00:12:29.389 YvetteRuiz: Yeah, so the process, working with Brainforge is collaborative. You know, they take the time, they schedule weekly meetings with us to see the progression that we’re making. We have weekly working sessions with our agents.
79 00:12:29.390 ⇒ 00:12:34.789 YvetteRuiz: So that, you know, that process has been really good, but that’s kind of the…
80 00:12:34.900 ⇒ 00:12:37.099 YvetteRuiz: the way we’ve kind of structured it.
81 00:12:39.100 ⇒ 00:12:40.460 Jake Nathan: Awesome.
82 00:12:40.460 ⇒ 00:12:43.560 YvetteRuiz: Are we good with that one, or do you want me to redo that one?
83 00:12:43.560 ⇒ 00:12:47.029 Jake Nathan: You want… you wanna do it one more time, just for… for phone?
84 00:12:47.190 ⇒ 00:12:49.590 YvetteRuiz: Yeah, hang on, let me read my… let me read through my notes.
85 00:12:49.590 ⇒ 00:12:50.090 Jake Nathan: Yeah, totally.
86 00:12:50.090 ⇒ 00:12:51.389 YvetteRuiz: We got it.
87 00:12:51.390 ⇒ 00:12:55.729 Jake Nathan: Totally, take your time, and then once you feel ready, I’ll, I’ll ask you the question again.
88 00:12:55.730 ⇒ 00:13:04.399 YvetteRuiz: Very collaborative and hands-on. They started by spending time with their leadership team, agents, understanding the challenges.
89 00:13:04.860 ⇒ 00:13:05.720 YvetteRuiz: Okay.
90 00:13:07.100 ⇒ 00:13:12.009 Jake Nathan: Nice, okay, awesome. So, yeah, what was the process like of working with Brainforge?
91 00:13:12.130 ⇒ 00:13:19.529 YvetteRuiz: Yes, so the process was very, collaborative, very hands-on. They started working with our leadership team, getting to know us.
92 00:13:19.530 ⇒ 00:13:33.479 YvetteRuiz: And then scheduling weekly, working sessions with our agents, along with scheduling weekly meetings with myself and other, key executives to keep us updated on the progress that we’re making and sharing any feedback that they were gathering along the way.
93 00:13:34.680 ⇒ 00:13:47.779 Jake Nathan: Nice. That was perfect. Cool. Well, honestly, we got through those questions, easily, and yeah, I feel like you gave us a lot to work with. I’m excited to watch this through, and
94 00:13:48.430 ⇒ 00:14:10.830 Jake Nathan: Yeah, like, I… trust me, I, I’ve been making content for a long time, so I totally understand, just re-watching yourself and all that, but, yeah, I’ll, like I said, I’ll go through this, edit it, and, you know, send you anything that we do, just to make sure we have your approval, but you did a great job, and, I know Utam, I think he’s just in the background, but if there’s anything else, before we wrap up…
95 00:14:11.880 ⇒ 00:14:16.730 Uttam Kumaran: No, that was it. That’s, like… I’m just smiling, like, hearing that, so…
96 00:14:16.730 ⇒ 00:14:17.870 YvetteRuiz: Have I tried?
97 00:14:17.870 ⇒ 00:14:28.220 Uttam Kumaran: No, no, no, no, no, oh my god, this is so helpful, I just… it just makes me really happy, like, to even hear you say that, and so, yeah, I thank you for taking the time.
98 00:14:28.220 ⇒ 00:14:38.890 YvetteRuiz: Yeah, absolutely. I just, again, I get very nervous around this. I mean, I 100%, like, I went through it, and I was like… the experience has been great overall. It’s just, again, me…
99 00:14:38.890 ⇒ 00:14:43.599 Uttam Kumaran: No, we just want you to be genuine, and even just to hear that, I think for us.
100 00:14:43.600 ⇒ 00:14:44.800 YvetteRuiz: It’s.
101 00:14:44.800 ⇒ 00:14:54.540 Uttam Kumaran: As we’re growing a business, too, just like you guys, we want to hear our client testimonials and be able to share that with more folks, so it’s super, super helpful.
102 00:14:54.840 ⇒ 00:15:02.400 YvetteRuiz: Awesome. Well, thank you so much, Jake, for making me feel comfortable through this whole trans… through this whole progress.
103 00:15:02.670 ⇒ 00:15:13.070 Jake Nathan: Oh yeah, it was a lot of fun, and yeah, like I said, you did an amazing job, so it was great to meet you, and excited to go through this, and we’ll keep you posted as we start creating some content.
104 00:15:13.500 ⇒ 00:15:16.369 YvetteRuiz: Awesome! Alrighty. Well, thanks, Utem. We’ll talk soon.
105 00:15:16.370 ⇒ 00:15:18.149 Uttam Kumaran: Thank you, I appreciate it. Bye, guys. Bye.
106 00:15:18.150 ⇒ 00:15:18.770 Jake Nathan: Bye.