Meeting Title: ABC | Biz KPI Review Date: 2025-10-06 Meeting participants: read.ai meeting notes, Amber Lin, YvetteRuiz
WEBVTT
1 00:05:45.800 ⇒ 00:05:46.740 Amber Lin: Hi there!
2 00:05:47.340 ⇒ 00:05:48.430 YvetteRuiz: Hi, Amber!
3 00:05:51.180 ⇒ 00:05:52.290 Amber Lin: Morning.
4 00:05:52.290 ⇒ 00:05:56.880 YvetteRuiz: Good morning, how are you? Sorry, I was late, trying to run from meeting to meeting.
5 00:05:56.880 ⇒ 00:05:58.200 Amber Lin: I thought so, so I…
6 00:05:58.200 ⇒ 00:05:58.570 YvetteRuiz: I just…
7 00:05:58.570 ⇒ 00:06:00.480 Amber Lin: stay here, that Yvette’s gonna show up.
8 00:06:00.480 ⇒ 00:06:03.030 YvetteRuiz: Hmm.
9 00:06:04.000 ⇒ 00:06:05.280 YvetteRuiz: Nope.
10 00:06:05.470 ⇒ 00:06:17.709 Amber Lin: Well, I will be out of office starting Wednesday, so I want to make sure that I note down anything of your concern, so that I, I can grab a person to be in place for me. Most likely, it’s going to be Sam.
11 00:06:17.980 ⇒ 00:06:18.300 YvetteRuiz: Okay.
12 00:06:18.300 ⇒ 00:06:25.030 Amber Lin: I can have him be in place for me to answer questions, and then to relay any messages to the team.
13 00:06:25.070 ⇒ 00:06:39.379 Amber Lin: I will… actually, let me write down action item. I’ll send you his email or contact, and I’ll make sure that he has access to… he already has access to the Brainforge account, but I’ll just make sure that he checks it.
14 00:06:50.960 ⇒ 00:06:51.940 Amber Lin: Alright.
15 00:06:52.360 ⇒ 00:06:54.789 Amber Lin: Any other items on your mind?
16 00:06:54.790 ⇒ 00:07:01.770 YvetteRuiz: Oh, yes, so… When do… when are we thinking we’re going to get some insight on the transcripts?
17 00:07:02.560 ⇒ 00:07:08.570 Amber Lin: On the transfer part, I… I spoke with Utam about it, and…
18 00:07:09.130 ⇒ 00:07:25.200 Amber Lin: So the transcript part was not part of our original scope, so we’re waiting on Steven, Matt, and you guys for your discussion and how that goes, and if we decide to expand, then we’ll also… like, the transcript’s also part of the expansion.
19 00:07:25.340 ⇒ 00:07:37.889 Amber Lin: Because we… we spent time and made sure that it’s possible, and we know that we… what we can do. But based on the original contract, it doesn’t…
20 00:07:38.470 ⇒ 00:07:45.769 Amber Lin: doesn’t cover the transcripts, and so I was just like… I was just also wanted to ask of how the conversation went.
21 00:07:46.040 ⇒ 00:08:10.960 YvetteRuiz: Okay, so that was… that’s what I wanted to follow up, because I just met with Matt and Steven on Friday. I wasn’t part of the original meeting with them, so I… I know that we talked about this new format, this new platform, so we wanted to get more details, okay, what is it going to provide for us, okay? And that’s where… where I wanted clarity, and they wanted clarity, okay?
22 00:08:10.960 ⇒ 00:08:12.100 YvetteRuiz: What…
23 00:08:12.100 ⇒ 00:08:26.920 YvetteRuiz: it would be good to see, okay, here is everything in your agreement right now that we’re doing for you, okay? This is going to be the… and you sent some of that on the email that you sent on Friday, like, this going to the new platform, this is what it’s going to be able to provide for you.
24 00:08:28.640 ⇒ 00:08:34.709 Amber Lin: So, do you want in terms of features, or do you want in terms of benefits, or both?
25 00:08:34.710 ⇒ 00:08:46.450 YvetteRuiz: Both, both, benefits and features. So, like, I’m gonna… I’m looking at, like, package one is this. This is what you have right now, okay? Package two, which is this one over here, is gonna get you all this, right? So, like, the
26 00:08:46.450 ⇒ 00:09:01.100 YvetteRuiz: the benefits, all that that you just laid out right there. And makes sense on the transcripts, and I could let them know, saying, okay, well, we haven’t made any movement on that because they were just doing the research. It can be done, but that would be if we go to,
27 00:09:01.920 ⇒ 00:09:03.220 YvetteRuiz: the…
28 00:09:03.650 ⇒ 00:09:11.820 YvetteRuiz: What is it called, I guess? What would that be? What would… I don’t even know what to name it, like, the premier serve, I don’t know.
29 00:09:11.820 ⇒ 00:09:16.730 Amber Lin: Currently, I’m thinking just calling it the Andy platform, but…
30 00:09:17.500 ⇒ 00:09:19.289 Amber Lin: We can figure that out as well.
31 00:09:19.290 ⇒ 00:09:21.779 YvetteRuiz: Andy.20, I don’t know.
32 00:09:25.220 ⇒ 00:09:28.540 Amber Lin: Yeah, I can… I can work on that totally. Okay.
33 00:09:28.590 ⇒ 00:09:34.190 YvetteRuiz: Because, hang on, I’m pulling up your email right now that you send, because you gave a breakdown of…
34 00:09:35.790 ⇒ 00:09:36.780 YvetteRuiz: Gosh.
35 00:09:40.660 ⇒ 00:09:42.779 YvetteRuiz: Where did it go, Amber?
36 00:09:44.390 ⇒ 00:09:57.090 Amber Lin: I can also find it. I kept a pretty high level, because I thought it would be a pretty quick skim. I can also give the more specifics of what it would include in another email, so that you guys can look over it.
37 00:09:57.090 ⇒ 00:09:57.570 YvetteRuiz: Yeah, that…
38 00:09:57.570 ⇒ 00:09:59.989 Amber Lin: To have another conversation about it.
39 00:10:01.130 ⇒ 00:10:01.900 YvetteRuiz: Huh?
40 00:10:01.900 ⇒ 00:10:05.790 Amber Lin: Do you plan to have another conversation to discuss it again?
41 00:10:05.790 ⇒ 00:10:25.409 YvetteRuiz: I told them that I would follow back up, because, again, I wasn’t in the original email, I mean, meeting with them, so when we met, you know, I know that, you know, we were feeling really good about what we’ve done so far, but taking it to this next platform, they were asking about what are going to be the benefits of that, and I’m.
42 00:10:25.860 ⇒ 00:10:45.100 YvetteRuiz: all like, well, I’m not 100% certain. I know Utam and I had talked about it briefly, you know what I mean? One of them that I could think of off the top of my head was going to be the voice piece of it, because that’s what I had originally asked for, is, like, the voice, if they can listen in to our phone calls, and the pop-ups can come up for us, you know, where we can get a little bit more granular versus going in there and searching it.
43 00:10:45.260 ⇒ 00:10:49.959 YvetteRuiz: That I knew about, but I don’t know, like, anything more than that.
44 00:10:50.410 ⇒ 00:10:53.809 Amber Lin: Okay. Let me actually grab… No, I told him that.
45 00:10:53.810 ⇒ 00:11:08.709 YvetteRuiz: I meet with you every Monday, and then I was going to be asking you to kind of give me a breakdown of, okay, what is our current agreement? What do we have? What’s available to us right now? And then, moving in this direction, what is that going to,
46 00:11:09.180 ⇒ 00:11:10.709 YvetteRuiz: provide for us.
47 00:11:10.710 ⇒ 00:11:11.370 Amber Lin: Yeah.
48 00:11:11.470 ⇒ 00:11:13.330 Amber Lin: Let me…
49 00:11:13.530 ⇒ 00:11:14.980 YvetteRuiz: Where… I’m trying…
50 00:11:15.920 ⇒ 00:11:16.670 Amber Lin: Yeah, I can…
51 00:11:16.670 ⇒ 00:11:18.449 YvetteRuiz: Andy expansion, here we go.
52 00:11:18.920 ⇒ 00:11:43.879 YvetteRuiz: So, thanks again. So, a standalone AI platform beyond Google Chat. It’s a web-based UI on the ABC domain with chats and extra, inline doc views, quick feedback tools, trainer dashboard, benefits, easier for CSOs, okay, got that. 8x8 transcripts for trainer enablement, real-time feedback, auto flag, oh, by the way, it’s hold, okay, so that’s, I guess, that’s what I was
53 00:11:43.880 ⇒ 00:11:46.229 YvetteRuiz: Asking for on the transcripts, that’s part of that.
54 00:11:46.880 ⇒ 00:11:51.730 YvetteRuiz: Company-wide knowledge base, which I know we’re not quite there yet.
55 00:11:52.270 ⇒ 00:11:54.310 YvetteRuiz: Mobile fields…
56 00:11:56.280 ⇒ 00:12:08.730 YvetteRuiz: Oh, that’s for the text. Call source replacement, augmentation, so… we talked about that. That would be a big benefit, for sure, if that can be taken over by this over here.
57 00:12:10.290 ⇒ 00:12:19.679 YvetteRuiz: For your discussion, it may help to align on which one-to options to prioritize first. Who’s the right stakeholders? Eventies for HR?
58 00:12:21.300 ⇒ 00:12:25.520 YvetteRuiz: Strange data compliance vendor systems, what success would look like.
59 00:12:26.590 ⇒ 00:12:27.370 YvetteRuiz: Okay.
60 00:12:31.020 ⇒ 00:12:39.230 YvetteRuiz: So, with this… so we got transcripts on here, we got real… and I would assume so, because if we’re saying…
61 00:12:39.640 ⇒ 00:12:47.889 YvetteRuiz: Andy, transcripts, QA monitoring, would that also tie into voice? Listening into calls?
62 00:12:49.590 ⇒ 00:12:53.019 Amber Lin: So, I think we checked on…
63 00:12:53.180 ⇒ 00:12:58.670 Amber Lin: if voice was possible, I don’t think it’s currently… possible with…
64 00:12:59.110 ⇒ 00:13:09.840 Amber Lin: what… I think what… with the 8x8 limitations. I think Sam called with 8x8, and with what they have, we don’t think it’s currently possible.
65 00:13:10.110 ⇒ 00:13:11.980 YvetteRuiz: Mmm, okay.
66 00:13:12.200 ⇒ 00:13:21.070 YvetteRuiz: So this is strictly… QA transcripts for… based off the transcripts.
67 00:13:21.290 ⇒ 00:13:23.180 YvetteRuiz: Not the actual phone call.
68 00:13:23.370 ⇒ 00:13:27.759 YvetteRuiz: And that’s huge, because CallSource does listen to our phone calls.
69 00:13:29.160 ⇒ 00:13:36.529 Amber Lin: Do they listen to the audio for tones and their voices, or do they just look at the transcripts?
70 00:13:37.340 ⇒ 00:13:42.440 YvetteRuiz: That’s what we’re working with them right now, because they had originally did an AI switch.
71 00:13:43.560 ⇒ 00:13:52.050 YvetteRuiz: And they weren’t utilizing that for their tone and empathy and everything. They were just kind of looking based off a lot of the transcripts.
72 00:13:52.470 ⇒ 00:13:59.039 YvetteRuiz: And that’s what I’ve been going back and forth with them right now, because a big part of what we’re wanting is, yes, 50%
73 00:13:59.270 ⇒ 00:14:06.390 YvetteRuiz: You know, is making sure things got handled correctly and everything, but the other 50% is the soft skills piece of it.
74 00:14:08.330 ⇒ 00:14:09.320 Amber Lin: I see.
75 00:14:10.050 ⇒ 00:14:23.659 Amber Lin: Okay, I… I can check with… I can check with Sam to see if there’s other ways around it, but just currently, based on A by A and what we have access to, we don’t think it’s possible.
76 00:14:23.860 ⇒ 00:14:24.380 YvetteRuiz: Okay.
77 00:14:24.380 ⇒ 00:14:39.470 Amber Lin: do it yet, but I’ll… because I… I will send you more details on the features and all that, and I’ll just… I’ll send a confirmation in that email, so… Okay. I think I’ll send it by end of day, because I will be out on Wednesday.
78 00:14:39.690 ⇒ 00:14:42.539 YvetteRuiz: No worries, no worries. And are you back on Thursday?
79 00:14:42.700 ⇒ 00:14:56.449 Amber Lin: No, I’m out for a week because my family is finally coming to visit, I’ve not seen them in 2 years, and I’m also… my brother is also here, and he is 5, and I’ve only seen him for 2 times, so…
80 00:14:56.450 ⇒ 00:14:57.300 YvetteRuiz: I’m very…
81 00:14:57.300 ⇒ 00:14:58.290 Amber Lin: Very excited.
82 00:14:58.580 ⇒ 00:15:11.799 YvetteRuiz: Yeah, no, that’s… that’s great. That’s good, Amber. I’m glad you’re taking some time off. Okay, yeah, well, no worries, just, you know, when you got… when you can, get that… if you can get that back to me, that’d be great. I will be out Thursday and Friday as well.
83 00:15:11.800 ⇒ 00:15:14.789 Amber Lin: Mmm, okay. Sounds good.
84 00:15:14.790 ⇒ 00:15:15.710 YvetteRuiz: On Monday.
85 00:15:15.710 ⇒ 00:15:23.140 Amber Lin: we should have the Thursday meeting, or maybe Utem can use it to speak with Steven and Matt again.
86 00:15:25.600 ⇒ 00:15:27.780 Amber Lin: Are they gonna be out this Thursday?
87 00:15:27.780 ⇒ 00:15:40.979 YvetteRuiz: I don’t know… I don’t know what their schedule is, to be honest. It may be good just to reschedule, and then if you can provide me those details, that’ll give us time for us to go through everything, and then when we meet up with you, we can ask questions.
88 00:15:41.500 ⇒ 00:15:42.150 Amber Lin: Okay.
89 00:15:42.310 ⇒ 00:15:46.300 Amber Lin: Yeah, sounds good. Let me note that down.
90 00:15:49.790 ⇒ 00:16:08.660 YvetteRuiz: Yeah, because then it… that… for me, I feel like that would be the best option, is breaking it down. What do we have? What is this new thing going to provide for us? Matt, myself, and Steven can review it, and then we can talk amongst ourselves, and then when we meet, we can ask more questions based off what you submitted.
91 00:16:09.510 ⇒ 00:16:10.320 Amber Lin: Gotcha.
92 00:16:15.110 ⇒ 00:16:16.020 Amber Lin: Alright.
93 00:16:16.410 ⇒ 00:16:20.509 Amber Lin: That’s good. Anything else on your mind right now?
94 00:16:21.400 ⇒ 00:16:24.160 YvetteRuiz: No, home improvement…
95 00:16:25.480 ⇒ 00:16:31.310 Amber Lin: I know from the improvement we’ve rolled out, but we didn’t roll out lawn, so I think that’s the last one.
96 00:16:31.310 ⇒ 00:16:39.409 YvetteRuiz: Okay, yeah, I need to make sure everyone in Home Improvement’s already added. I did add everyone from Lawn this past Saturday.
97 00:16:39.410 ⇒ 00:16:39.970 Amber Lin: Oh, awesome.
98 00:16:39.970 ⇒ 00:16:46.360 YvetteRuiz: So they should all be in there. But other than that, everyone on your end is moving along.
99 00:16:46.420 ⇒ 00:17:01.969 Amber Lin: Yeah, I… I have my working session with Janiece on Wednesday. I’ll ask her if she can do Tuesday, so I can… I can give her updates on the work streams, and I know she’ll update you as well on how that goes. Let me see…
100 00:17:02.760 ⇒ 00:17:06.410 Amber Lin: Let me ask her right now.
101 00:17:09.650 ⇒ 00:17:10.240 YvetteRuiz: Oh.
102 00:17:28.540 ⇒ 00:17:33.259 YvetteRuiz: So, since that offset… It’s not also a platform.
103 00:17:36.850 ⇒ 00:17:38.909 Amber Lin: Okay, I sent her a message.
104 00:17:42.720 ⇒ 00:17:43.690 Amber Lin: Alrighty.
105 00:17:43.690 ⇒ 00:17:44.100 YvetteRuiz: Okay.
106 00:17:44.100 ⇒ 00:17:45.649 Amber Lin: Anything else?
107 00:17:47.270 ⇒ 00:17:48.459 YvetteRuiz: Nope, that should be all.
108 00:17:48.460 ⇒ 00:17:58.180 Amber Lin: Okay, sounds good. So, I’ll meet with Janiece, I’ll let you know on the specific workflow updates, and then later today, I’ll send you the plan, and then the more specific details.
109 00:17:58.630 ⇒ 00:18:00.249 YvetteRuiz: That would be perfect. Thank you so much.
110 00:18:00.600 ⇒ 00:18:02.909 YvetteRuiz: I hope you have a wonderful time with your family.
111 00:18:02.910 ⇒ 00:18:04.400 Amber Lin: Yeah, thank you so much.
112 00:18:04.400 ⇒ 00:18:05.489 YvetteRuiz: Okay, take care.
113 00:18:05.490 ⇒ 00:18:06.160 Amber Lin: Alright, bye.
114 00:18:06.160 ⇒ 00:18:06.920 YvetteRuiz: Bye.