Meeting Title: Brainforge x ABC Home and Commercial: Weekly Project Check Date: 2025-10-09 Meeting participants: Uttam Kumaran, read.ai meeting notes, Samuel Roberts, Steven, MattBurns, JanieceGarcia
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1 00:00:36.020 ⇒ 00:00:36.590 Samuel Roberts: Hey.
2 00:00:36.930 ⇒ 00:00:38.040 Uttam Kumaran: Hello.
3 00:00:41.200 ⇒ 00:00:43.539 Uttam Kumaran: Yeah, well, see, I don’t know if, if…
4 00:00:43.850 ⇒ 00:00:46.690 Uttam Kumaran: I will be joining today, so let’s see if they don’t.
5 00:00:47.370 ⇒ 00:00:48.060 Uttam Kumaran: It’s fine.
6 00:00:48.370 ⇒ 00:00:53.450 Samuel Roberts: Okay. Yeah, Casey just messaged me to make sure if we needed anything. He wasn’t sure if we were having this meeting or not, but…
7 00:00:53.800 ⇒ 00:00:55.720 Samuel Roberts: Cool.
8 00:01:03.270 ⇒ 00:01:04.140 Uttam Kumaran: Hey, Steven.
9 00:01:04.680 ⇒ 00:01:05.640 Samuel Roberts: Hello?
10 00:01:06.470 ⇒ 00:01:07.430 Uttam Kumaran: How’s everything?
11 00:01:07.650 ⇒ 00:01:08.290 Uttam Kumaran: Good.
12 00:01:08.960 ⇒ 00:01:10.279 Steven: Pretty good, that’d be all.
13 00:01:10.820 ⇒ 00:01:11.750 Uttam Kumaran: Go ahead.
14 00:01:11.950 ⇒ 00:01:13.540 Steven: Busy as usual.
15 00:01:13.540 ⇒ 00:01:14.350 Samuel Roberts: Yep.
16 00:01:17.030 ⇒ 00:01:20.340 Steven: I know Yvette is out today, I don’t know if she’ll let y’all know…
17 00:01:20.630 ⇒ 00:01:21.930 Uttam Kumaran: I did, yeah.
18 00:01:21.930 ⇒ 00:01:25.420 Steven: Not sure about Matt, I just talked to Janiece, I think she should be on soon.
19 00:01:26.630 ⇒ 00:01:35.770 Uttam Kumaran: Yeah, I think we can… I know Amber’s out this week as well, so we could just catch up briefly. Just want to hear from Janiece if there’s anything pressing for us to take care of.
20 00:01:36.950 ⇒ 00:01:52.130 Steven: I do know… I don’t know if you’ve had gotten with y’all… oh, there’s Matt, right there. You know, we had talked last week briefly, I think Amber had asked for kind of an update on… after our meeting with you and Amber, about a user interface, and
21 00:01:53.100 ⇒ 00:01:56.020 Steven: What was the other piece we were talking about?
22 00:01:57.640 ⇒ 00:02:18.040 Steven: expansion, like, the, the… kind of the QA, and the listening, the phone calls, and stuff like that. You know, I think we wanted to get… if you could put together some kind of email, kind of the benefits, pros and cons, especially on the user interface side, just, you know, I think we still haven’t quite wrapped our head around, is the value there, why, you know, exactly what that would look like, and maybe
23 00:02:18.040 ⇒ 00:02:20.570 Steven: Kind of a little bit of pricing on both, just a little.
24 00:02:20.570 ⇒ 00:02:21.080 Uttam Kumaran: Okay.
25 00:02:21.080 ⇒ 00:02:25.220 Steven: Zach’s yet, but just… because obviously we did talk about we have,
26 00:02:25.900 ⇒ 00:02:44.089 Steven: call source, and we know the price for that, so what would y’all’s look like? So we can say, okay, you know, we’re gonna save some money here to spend it with Brain Forge, make sure it kind of evens out. So if you could put together a little pricing on kind of the call center side, listing phone calls, and then also what the… I assume would be more project-based on the user interface, what that project cost would look like.
27 00:02:44.240 ⇒ 00:02:51.460 Steven: Again, just very rough numbers, and the benefits to each one, kind of in an email form, would be good for us to look over.
28 00:02:51.690 ⇒ 00:03:00.490 Uttam Kumaran: Cool, yeah, and I know we’re just… it was sort of like, we showed a little bit of a demo and mainly talking about the features, so I can kind of put together just, like, a couple of those, and then…
29 00:03:00.530 ⇒ 00:03:16.619 Uttam Kumaran: Yeah, I can share, like, what it would cost for us to… to implement, and then, yeah, maybe there’s even… and again, you guys can take it and say, like, what it… I’ll kind of share a little bit of what I think the ROI could be, and then if it’s a bit or a couple pieces, that’d be great, yeah.
30 00:03:16.830 ⇒ 00:03:21.859 Steven: Yeah, Matt, did I miss anything there? I think we just want to kind of see it so we can look at it a little better and talk through it.
31 00:03:22.070 ⇒ 00:03:24.930 Uttam Kumaran: I think so, Steven, and I… I…
32 00:03:24.930 ⇒ 00:03:30.830 MattBurns: We do feel like, on the call source piece, especially, Utam, that…
33 00:03:31.240 ⇒ 00:03:37.570 MattBurns: Yeah, getting… Yvette and I haven’t really sat down and said, okay.
34 00:03:38.210 ⇒ 00:03:40.000 MattBurns: Like, I can tell she’s not…
35 00:03:41.040 ⇒ 00:03:45.800 MattBurns: Super thrilled with CallSource. I don’t know, Jim, do you have any input on that one?
36 00:03:45.960 ⇒ 00:03:51.239 MattBurns: But it did seem like some of the advantages we discussed
37 00:03:51.910 ⇒ 00:03:56.129 MattBurns: with what Brainforge could possibly do.
38 00:03:56.240 ⇒ 00:04:03.080 MattBurns: Might give us a little quicker feedback on… on those calls, potentially, so… Yeah.
39 00:04:04.430 ⇒ 00:04:12.780 JanieceGarcia: with the call source, QA, and the grading right now, with what we thought we were going to…
40 00:04:12.940 ⇒ 00:04:26.270 JanieceGarcia: receive is not exactly what they’re giving, and then now they’re going back and saying that they can’t even really give us, because it’s all AI-graded, and so they can’t even really give us,
41 00:04:26.460 ⇒ 00:04:29.750 JanieceGarcia: the… empathy, the…
42 00:04:29.750 ⇒ 00:04:30.410 Uttam Kumaran: Yeah.
43 00:04:30.650 ⇒ 00:04:36.340 JanieceGarcia: the whole personal side of it, which I understand to a point, but… We can’t…
44 00:04:36.480 ⇒ 00:04:41.480 JanieceGarcia: Say that these are great calls when they’re not, when we’re looking for world-class customer service, so…
45 00:04:42.040 ⇒ 00:04:46.990 MattBurns: Right, and… Yeah, the empathy piece was one, certainly, and…
46 00:04:47.780 ⇒ 00:04:53.419 MattBurns: It does seem like they’ve gone back and forth on a couple things they’ve told us that.
47 00:04:54.190 ⇒ 00:05:07.240 Uttam Kumaran: Yeah, I mean, this is just a… this is just the game that the software vendors will play, you know? So, even another thing we can do, Sam, is maybe we can even look at other competitors. I want to give you guys even other options, like CallSource.
48 00:05:07.240 ⇒ 00:05:18.989 Uttam Kumaran: isn’t working, but also our price was too high, and maybe there’s another software that we found that does this. Like, I’m not… I talk to Sam about this all the time, like, we’re not, like, billed first.
49 00:05:19.090 ⇒ 00:05:30.549 Uttam Kumaran: type folks, like, I would rather… if I can get something off the shelf that we can tweak and implement, it’s gonna be a way better… it’s gonna be way more cost-effective. It’s just that some of the things that…
50 00:05:30.620 ⇒ 00:05:34.870 Uttam Kumaran: I think you guys need… the market just isn’t there for enough customization.
51 00:05:34.910 ⇒ 00:05:40.689 Uttam Kumaran: And, you know, what you’re paying for them for, like, a platform, you may only need
52 00:05:40.720 ⇒ 00:05:57.420 Uttam Kumaran: 10% of the… of the platform for it, you’re gonna pay 100% of the cost, and they will do, like, seat-based licenses and things, wherein the technology is actually quite easy to implement. So, that’s mainly, like, what I kind of want to put in front of you guys.
53 00:05:57.590 ⇒ 00:05:58.420 MattBurns: Okay.
54 00:05:58.420 ⇒ 00:06:00.610 Uttam Kumaran: So… Cool.
55 00:06:00.970 ⇒ 00:06:03.360 Uttam Kumaran: Yeah, yeah, go ahead.
56 00:06:04.940 ⇒ 00:06:23.530 Uttam Kumaran: Okay, yeah, I guess on… on our side, Amber’s out this week, so I’ve just been mainly taking a look at the dashboard. We’re… we’re trending pretty good, you know, you know, week over week, and I feel, you know, pretty strong about, kind of, like, what our performance is going to be this week, and this month.
57 00:06:23.550 ⇒ 00:06:31.039 Uttam Kumaran: I guess I just wanted to maybe chat, Janiece, if there’s anything that you need taken care of that’s pressing,
58 00:06:31.270 ⇒ 00:06:36.280 Uttam Kumaran: this week, while Amber’s out, I know team is still doing triage and,
59 00:06:36.750 ⇒ 00:06:40.239 Uttam Kumaran: I think we’re still, okay on our side there.
60 00:06:41.740 ⇒ 00:06:51.279 JanieceGarcia: There’s not, I did meet with Amber yesterday, before she, you know, before everything, so she made sure that she met with me.
61 00:06:51.280 ⇒ 00:07:02.179 JanieceGarcia: We did go through a lot of our tickets that we already had, but really, I wanted to ask her… my biggest thing was asking her, okay, when they’re triaging.
62 00:07:02.180 ⇒ 00:07:19.169 JanieceGarcia: I’m getting all of them, even for mechanical home improvement and lawn as well, when it comes to the tickets. And so I’m having to reassign them to the correct person, because Patricia, you know, Patricia’s doing lawn, Brenda’s doing home improvement, and then,
63 00:07:19.650 ⇒ 00:07:36.929 JanieceGarcia: Tara’s doing mechanical. I did see Brenda, I didn’t see Patricia when I was in Austin earlier, I literally just got back in so I could make it to this meeting, but, when I was in Austin this morning, I didn’t see, Patricia, but I saw Tara and Brenda, and they’re still good on their tickets, so…
64 00:07:37.150 ⇒ 00:07:38.580 Uttam Kumaran: Okay. We’re getting through them.
65 00:07:39.260 ⇒ 00:07:41.480 Uttam Kumaran: Cool. And then, yeah, in terms of, like.
66 00:07:41.720 ⇒ 00:07:50.839 Uttam Kumaran: I feel like we’re still seeing pretty stable executions on… on Andy. Like, I don’t… I’m not seeing, like, anything…
67 00:07:51.270 ⇒ 00:08:02.869 Uttam Kumaran: particular, that’s, like, much different. I think still while, probably this week, we… we did change a… I think we… we finished up everything, Sam, on the, like, the… the database side for…
68 00:08:03.350 ⇒ 00:08:06.449 Samuel Roberts: Yeah, you got the updated forms and everything, too?
69 00:08:06.450 ⇒ 00:08:06.820 Steven: I did.
70 00:08:06.820 ⇒ 00:08:07.619 Samuel Roberts: Excuse me? Yeah.
71 00:08:07.830 ⇒ 00:08:10.109 JanieceGarcia: That’s what I thought. Good. I saw them come through, yeah.
72 00:08:10.330 ⇒ 00:08:10.890 JanieceGarcia: Perfect.
73 00:08:11.120 ⇒ 00:08:15.329 JanieceGarcia: with it, but I did see it come through. I want to play with it a little bit, and I know we’ve had
74 00:08:15.330 ⇒ 00:08:31.729 JanieceGarcia: some inspectors, change, and so, like, with the College Station ones that I’ve asked her about, where we have certain, or not College Station, but Waco, we have certain people that are going and helping out on certain days, is there still no way that we’re able to…
75 00:08:31.730 ⇒ 00:08:35.690 JanieceGarcia: Identify those days, or is it just gonna give them as a blanket?
76 00:08:36.110 ⇒ 00:08:39.379 JanieceGarcia: We added a notes field, I believe, but Andy will…
77 00:08:39.429 ⇒ 00:08:40.390 Samuel Roberts: pull as well.
78 00:08:40.390 ⇒ 00:08:41.400 JanieceGarcia: Polo that, okay.
79 00:08:41.400 ⇒ 00:08:48.599 Samuel Roberts: Yeah, so I don’t think there’s any more scheduling in there, but the notes are supplied when you look for those zips and stuff.
80 00:08:48.920 ⇒ 00:08:49.540 JanieceGarcia: Perfect.
81 00:08:49.540 ⇒ 00:08:57.539 Uttam Kumaran: Perfect. Yeah, and that’s something that maybe I can just describe to, the team, Sam, or maybe I can pull up the loom if you want to just
82 00:08:57.640 ⇒ 00:09:07.639 Uttam Kumaran: chat through, like, what the functionality we added, or, like, you know, I think as this… this assignment input form, was a big pain point before.
83 00:09:07.810 ⇒ 00:09:10.189 Uttam Kumaran: Do you want to talk a little bit about, like, what we…
84 00:09:10.370 ⇒ 00:09:16.969 Uttam Kumaran: got done, and I’ll just share… this is the, sort of, like, the basic form that we… that we worked on.
85 00:09:17.370 ⇒ 00:09:33.240 Samuel Roberts: Yeah, this is the… the updated one, yeah, so now it has the notes. This is the ad he’s showing here, which I think we just added the notes, so that you can make sure people that are scheduled at different times can do that. The delete, I believe,
86 00:09:33.660 ⇒ 00:09:35.699 Samuel Roberts: Should be next. That…
87 00:09:35.860 ⇒ 00:09:54.260 Samuel Roberts: I believe also maybe got a note? I’m not sure offhand. Yeah, so we’re showing the log of it all in a spreadsheet, so if something got changed that shouldn’t have been, deleted or added or updated, it’s all recorded, there and in the database. And then here, it updated so that you can just delete
88 00:09:54.630 ⇒ 00:10:02.290 Samuel Roberts: all assignments, or select which ones. Because I think before it was, you had to type in every single one.
89 00:10:02.490 ⇒ 00:10:09.069 Samuel Roberts: Or, you know, potential deletion, and now it can handle both, so I believe when you do this drop-down, it either just
90 00:10:09.300 ⇒ 00:10:13.239 Samuel Roberts: Deletes all, or you go to the filter as the next step, so…
91 00:10:14.580 ⇒ 00:10:20.610 Uttam Kumaran: And then… and then the last piece we had is sort of, like, being able to query that database, so…
92 00:10:20.610 ⇒ 00:10:22.369 Samuel Roberts: Yeah, he was showing… yeah, yep.
93 00:10:22.370 ⇒ 00:10:26.609 Uttam Kumaran: But Steven for Matt, like, basically, adding assignments
94 00:10:26.790 ⇒ 00:10:42.599 Uttam Kumaran: was, like, going in that spreadsheet and making changes, and then also removing them, so that’s kind of fixed. And then, nice thing now that it’s all sort of in a database, we basically made that available to Andy, so you can just say, like, what assignments there are, and
95 00:10:42.680 ⇒ 00:10:54.939 Uttam Kumaran: it’s now pretty easy to get that out. So we sort of fixed the two sides, which is fixing, like, how often data comes in and how quickly it is to update that, and then as well as, like, it’s now…
96 00:10:55.440 ⇒ 00:11:01.880 Uttam Kumaran: before we had to feed in this whole spreadsheet, we now made it a little bit simpler for Andy to actually query a simple database.
97 00:11:02.060 ⇒ 00:11:06.669 Uttam Kumaran: So, like, this is, like, much more ergonomic.
98 00:11:06.770 ⇒ 00:11:15.250 Uttam Kumaran: Situation than it was before, so… And then we also have a running log of, like, you know, I believe running log of all the
99 00:11:15.830 ⇒ 00:11:22.409 Uttam Kumaran: and operations that are happening, in case we need it for audits, or in case we need to roll anything back.
100 00:11:22.780 ⇒ 00:11:26.030 Samuel Roberts: The updated buy might also have been an added thing for this…
101 00:11:26.370 ⇒ 00:11:35.069 Samuel Roberts: form, I don’t remember if that was there or not before, but… and now, like, of course, you can make sure that people are doing it the right way, and if there’s patterns, we can find that too.
102 00:11:35.740 ⇒ 00:11:36.300 Uttam Kumaran: Great.
103 00:11:36.600 ⇒ 00:11:45.970 JanieceGarcia: And I like that, I like the log thing, especially for accountability, so if I have, you know, a change that I have to make, am I making it in the right amount of time?
104 00:11:46.480 ⇒ 00:11:48.500 JanieceGarcia: Everything we do is time-efficient, so…
105 00:11:48.500 ⇒ 00:11:49.619 Samuel Roberts: Of course, of course.
106 00:11:49.960 ⇒ 00:11:51.079 Uttam Kumaran: Great. Yeah.
107 00:11:52.000 ⇒ 00:11:57.090 Uttam Kumaran: I’m glad this was a huge… I think before it was, like, was it a Google form, and then it was, like, someone manually? Yeah.
108 00:11:57.590 ⇒ 00:11:58.150 JanieceGarcia: Bro.
109 00:11:58.150 ⇒ 00:11:59.920 Uttam Kumaran: I got out of that world now, which is great.
110 00:12:00.460 ⇒ 00:12:19.929 Samuel Roberts: Yeah, the database is also nice, because right now, the forms are… they’re kind of limited, but if you imagine if we had a custom form, you could do… you could dig in a little differently if you needed to. These forms are N8N, which is the workflow that takes that, parses it, gets it into the database, but
111 00:12:20.010 ⇒ 00:12:33.699 Samuel Roberts: if there’s other things besides, like, add, update, delete, and you needed to tweak something or update someone some other way that is not handled by the update, a little bit of a custom UI can handle that, because the database is very flexible to change
112 00:12:33.700 ⇒ 00:12:45.520 Samuel Roberts: So, that’s just something that if there’s other things that aren’t handled by these three forms, or, you know, as the forms become… if they become more complicated, you know, I want the flow to be as seamless as possible, so…
113 00:12:45.910 ⇒ 00:12:46.850 Samuel Roberts: Keep that in mind.
114 00:12:48.570 ⇒ 00:13:07.969 Uttam Kumaran: Perfect. Okay, I mean, I feel like that’s really the main functionality change that we wanted to share. I think we are tracking really well. I think last month, we were sort of on the edge of, like, 2,000 sessions or so, or whatever was our kind of first tier, so we’re tracking to sort of breach that this month, so really, really excited for that.
115 00:13:08.150 ⇒ 00:13:13.820 Uttam Kumaran: And then, yeah, I’ll get, Steven and Matt, I’ll get you guys, a little bit of the…
116 00:13:14.230 ⇒ 00:13:18.879 Uttam Kumaran: sort of ROI sheet, and I’ll take a look at, call source as well, and sort of
117 00:13:19.050 ⇒ 00:13:34.860 Uttam Kumaran: ideally, I can kind of compare what we would deliver versus, like, what’s… what you guys are probably seeing in their platform. I mean, again, like, I think what you’re seeing from that vendor is they’re making, like, a really, like, one-size-fits-all solution for stuff like this, right?
118 00:13:35.180 ⇒ 00:13:43.270 Uttam Kumaran: And so that’s where you’re gonna get… you’re gonna get jammed, is some of the specific ABC-related tweaks that you want to make.
119 00:13:43.270 ⇒ 00:13:52.790 Uttam Kumaran: you know, aren’t possible, but I think, again, we’re in a world now where you could actually just build it, some of that yourself, versus 10, 20 years ago, I think you would have to just buy it from these guys, so…
120 00:13:52.790 ⇒ 00:14:05.129 Uttam Kumaran: I think it’s worth considering. I mean, I don’t know the details of the contract y’all have with them, but, I think it is, like, there’s probably pieces, hopefully, that we can take on, try to make it worth your while, for sure.
121 00:14:06.280 ⇒ 00:14:08.939 MattBurns: Good deal, yep. Cool. That’d be great.
122 00:14:09.180 ⇒ 00:14:10.510 Uttam Kumaran: Okay. Perfect.
123 00:14:10.510 ⇒ 00:14:11.370 JanieceGarcia: Awesome, awesome.
124 00:14:11.570 ⇒ 00:14:14.080 Uttam Kumaran: Alright, appreciate the time. Thank you so much.
125 00:14:14.570 ⇒ 00:14:15.690 Steven: Thank you.
126 00:14:15.690 ⇒ 00:14:16.750 MattBurns: Bye-bye.