Meeting Title: ABC | Weekly KPI Review Date: 2025-12-01 Meeting participants: read.ai meeting notes, Yvette’s Notetaker (Otter.ai), Amber Lin, YvetteRuiz
WEBVTT
1 00:02:28.920 ⇒ 00:02:30.280 YvetteRuiz: Hi, Amber!
2 00:02:30.320 ⇒ 00:02:31.410 Amber Lin: Good morning!
3 00:02:31.510 ⇒ 00:02:32.590 YvetteRuiz: How are you?
4 00:02:32.590 ⇒ 00:02:33.400 Amber Lin: Giving.
5 00:02:35.340 ⇒ 00:02:36.769 YvetteRuiz: Always… I’m sorry?
6 00:02:36.770 ⇒ 00:02:38.210 Amber Lin: How was your Thanksgiving?
7 00:02:38.470 ⇒ 00:02:42.070 YvetteRuiz: Oh, it’s good! I was off last week, so it was really, really good.
8 00:02:42.070 ⇒ 00:02:47.599 Amber Lin: That sounds awesome. The four-day weekend felt bizarre.
9 00:02:47.600 ⇒ 00:02:57.640 YvetteRuiz: Yeah, it was really, really good to take a break, and I actually did take a break. I didn’t touch no work, and that’s not like me at all.
10 00:02:57.640 ⇒ 00:03:05.270 Amber Lin: Yeah, it’s hard. I… I got on Slack on Thursday, I was like, oh, I found this. And then I was like, nope, I should not work.
11 00:03:05.270 ⇒ 00:03:08.120 YvetteRuiz: Yeah. Yep.
12 00:03:08.120 ⇒ 00:03:09.290 Amber Lin: Alright.
13 00:03:09.290 ⇒ 00:03:12.169 YvetteRuiz: How about you? How was your Thanksgiving?
14 00:03:12.450 ⇒ 00:03:27.499 Amber Lin: It was really good. We went to our, so one of my partner’s family members are over here, so we went over and had a four-person Thanksgiving dinner. It’s really small. Okay, okay. Yeah, because we usually go to DC.
15 00:03:28.140 ⇒ 00:03:31.120 YvetteRuiz: Okay, alright, so it’s something different,
16 00:03:31.120 ⇒ 00:03:31.900 Amber Lin: Yeah.
17 00:03:31.900 ⇒ 00:03:39.050 YvetteRuiz: Yeah. Well, good! I’m glad it was good, and small, and you had a good time off. Take a little… get a little break.
18 00:03:39.050 ⇒ 00:03:47.110 Amber Lin: Okay, I think we’re both playing a little bit of catch-up, because I just finished my first meeting and had not had time to go through everything.
19 00:03:47.110 ⇒ 00:03:47.690 YvetteRuiz: No worries.
20 00:03:47.690 ⇒ 00:03:52.000 Amber Lin: Write everything… everything down together that we have to do this week.
21 00:03:52.770 ⇒ 00:03:54.890 Amber Lin: Okay.
22 00:04:07.890 ⇒ 00:04:14.200 Amber Lin: Okay, first thing, I want to make sure that everybody is in the…
23 00:04:14.630 ⇒ 00:04:20.420 Amber Lin: Andy, daily messages, yes, that is done. So we have everybody in there.
24 00:04:21.390 ⇒ 00:04:23.720 YvetteRuiz: everyone’s in the daily messages for Andy.
25 00:04:23.720 ⇒ 00:04:29.850 Amber Lin: Yeah, now let me check… okay, we got a lot of replies today on the message.
26 00:04:29.970 ⇒ 00:04:33.970 Amber Lin: Let’s see how many people have read this.
27 00:04:35.150 ⇒ 00:04:38.260 Amber Lin: Okay, 73 people have viewed this message.
28 00:04:38.260 ⇒ 00:04:40.440 YvetteRuiz: I’ve not seen it.
29 00:04:40.440 ⇒ 00:04:43.050 Amber Lin: It’s in the ND Daily Messages.
30 00:04:46.280 ⇒ 00:04:52.560 YvetteRuiz: Hmm… Oh, there it is, that’s because I’ve never written it. Okay, there it goes, huh?
31 00:04:53.890 ⇒ 00:04:54.690 YvetteRuiz: Gotcha.
32 00:04:56.690 ⇒ 00:04:59.530 Amber Lin: Yep, so we got everybody in there.
33 00:05:13.050 ⇒ 00:05:21.259 Amber Lin: Okay. Oh, any special messages we wanted to do? We can… we can go look at this week’s messages together and then edit them.
34 00:05:22.060 ⇒ 00:05:30.330 YvetteRuiz: Okay, yeah, we definitely can. Let’s see here… Oops.
35 00:05:37.580 ⇒ 00:05:39.980 YvetteRuiz: I gotta think of something…
36 00:05:43.610 ⇒ 00:05:49.240 Amber Lin: So we’re at the start of… December… Okay.
37 00:05:52.920 ⇒ 00:05:59.610 Amber Lin: What does your guys’ holiday schedule look like? Do you get, only the last week off for Christmas?
38 00:06:00.090 ⇒ 00:06:07.880 YvetteRuiz: We have, the day of…
39 00:06:08.690 ⇒ 00:06:12.659 YvetteRuiz: Trying to think. We have, the Christmas Day off.
40 00:06:13.420 ⇒ 00:06:21.030 YvetteRuiz: The 25th, on the… And that’s about it, and then January the 1st.
41 00:06:21.230 ⇒ 00:06:22.000 Amber Lin: Mmm.
42 00:06:22.560 ⇒ 00:06:29.239 YvetteRuiz: Mmm… I gotta think of something, Amber. My brain’s not fully functioning right now. I’m still kind of playing…
43 00:06:29.240 ⇒ 00:06:30.510 Amber Lin: catch up.
44 00:06:30.510 ⇒ 00:06:38.369 YvetteRuiz: I’m thinking, I’m thinking. I know that there’s… I know my… my brain was thinking last week, like, of things, and I’m just totally dead right now.
45 00:06:38.370 ⇒ 00:06:51.420 Amber Lin: I’m also doing catchers, so there’s the daily messages, there’s also the tagging, of people, I got that, so I’m gonna check in to see if the dashboard has been updated, because we did get the file from you.
46 00:06:51.720 ⇒ 00:06:52.350 YvetteRuiz: Okay.
47 00:06:52.680 ⇒ 00:06:54.379 Amber Lin: Let me go check on that.
48 00:07:02.270 ⇒ 00:07:03.130 Amber Lin: Okay.
49 00:07:03.780 ⇒ 00:07:05.990 Amber Lin: And then… here.
50 00:07:06.620 ⇒ 00:07:10.889 Amber Lin: So this is the daily messages that we wanted to send.
51 00:07:11.020 ⇒ 00:07:14.360 Amber Lin: So we sent… we sent this one today.
52 00:07:16.990 ⇒ 00:07:22.290 Amber Lin: And then this is what we have scheduled for this week. So we have… Tuesday!
53 00:07:22.960 ⇒ 00:07:24.899 Amber Lin: You can ask this question.
54 00:07:25.480 ⇒ 00:07:30.279 Amber Lin: And then… This is correct, right? It does change seasonally?
55 00:07:32.330 ⇒ 00:07:37.130 YvetteRuiz: Did you know that lawn technician routes change seasonally and eat bowls?
56 00:07:39.140 ⇒ 00:07:46.150 YvetteRuiz: Yeah, well, yeah, yes, they do. The lawn, the lawn mowing routes, yes ma’am.
57 00:07:46.150 ⇒ 00:07:48.260 Amber Lin: I can say lawn mower.
58 00:07:48.260 ⇒ 00:07:51.680 YvetteRuiz: lawn mowing routes, yeah. That is more accurate.
59 00:07:51.680 ⇒ 00:07:59.609 Amber Lin: And then midweek for Wednesday. So, we can say tankless water heaters, gas tankless units are serviceable.
60 00:08:00.570 ⇒ 00:08:02.950 Amber Lin: Thus, is that correct?
61 00:08:05.170 ⇒ 00:08:11.850 YvetteRuiz: Let’s see… what… oh, I know what we talked about, the… the flyers, the promos.
62 00:08:11.850 ⇒ 00:08:17.550 Amber Lin: Yeah, I want to put that in somewhere, and if we had something for last week, I can just.
63 00:08:17.830 ⇒ 00:08:21.809 YvetteRuiz: Yeah, let me… I’m pulling it up right now.
64 00:08:21.930 ⇒ 00:08:22.550 Amber Lin: Yeah.
65 00:08:22.950 ⇒ 00:08:23.840 Amber Lin: Did we do?
66 00:08:23.840 ⇒ 00:08:25.880 YvetteRuiz: Oh, last week was a holiday, we didn’t have a.
67 00:08:25.880 ⇒ 00:08:26.220 Amber Lin: Yeah.
68 00:08:26.220 ⇒ 00:08:27.309 YvetteRuiz: I like that smooth.
69 00:08:27.500 ⇒ 00:08:28.400 YvetteRuiz: I was thinking.
70 00:08:28.400 ⇒ 00:08:33.669 Amber Lin: Because we can also send messages, either you and I can send messages here, and everybody can
71 00:08:33.789 ⇒ 00:08:46.009 Amber Lin: I think you can send managed messages, owners and managers, so that everybody will see it anyway. So we can just copy and paste. It doesn’t even have to be through Andy. We can just send, hey, this is the…
72 00:08:46.360 ⇒ 00:08:49.100 Amber Lin: Like, this is the… Yeah.
73 00:08:49.550 ⇒ 00:08:55.110 Amber Lin: So, you, Janiece, and I can send the promos here.
74 00:08:55.290 ⇒ 00:09:02.450 Amber Lin: So if you want us to send it, you can shoot us the promo, and then we can… we don’t have to do it through Andy, we can just send it over here.
75 00:09:02.920 ⇒ 00:09:04.899 Amber Lin: So that way, it can be faster.
76 00:09:06.730 ⇒ 00:09:08.160 YvetteRuiz: Yeah, that’s fine.
77 00:09:08.160 ⇒ 00:09:11.799 Amber Lin: Yeah, that can be the day of, so we can send it to Thursday when it comes out.
78 00:09:11.800 ⇒ 00:09:12.440 YvetteRuiz: Okay.
79 00:09:13.990 ⇒ 00:09:15.609 Amber Lin: Okay, let me write that down, too.
80 00:09:25.390 ⇒ 00:09:26.070 Amber Lin: Okay.
81 00:09:27.510 ⇒ 00:09:28.560 Amber Lin: Mmm.
82 00:09:31.200 ⇒ 00:09:36.370 Amber Lin: Thursday, we have… Tree service must be scheduled.
83 00:09:36.520 ⇒ 00:09:43.459 Amber Lin: Is it tree service overall, or is it specific tree services that must be scheduled with specialists?
84 00:09:46.260 ⇒ 00:09:47.089 YvetteRuiz: I’m sorry?
85 00:09:47.420 ⇒ 00:09:50.180 Amber Lin: I’m just looking at the messages to make sure it’s correct.
86 00:09:50.180 ⇒ 00:09:51.150 YvetteRuiz: Oh.
87 00:09:58.490 ⇒ 00:10:01.359 YvetteRuiz: Did you… I was trying to find… I know.
88 00:10:02.280 ⇒ 00:10:06.450 YvetteRuiz: I’m trying to see if my promo… where was the last promo that we had?
89 00:10:06.910 ⇒ 00:10:12.220 YvetteRuiz: Because I wanted to say something about rodents, because we got our first cold front.
90 00:10:12.220 ⇒ 00:10:13.169 Amber Lin: Oh, yeah.
91 00:10:13.170 ⇒ 00:10:13.730 YvetteRuiz: Beautiful.
92 00:10:13.730 ⇒ 00:10:18.490 Amber Lin: something to me, in our channel, so with…
93 00:10:18.740 ⇒ 00:10:22.769 Amber Lin: Hmm, yeah, with, Manganese, so that one.
94 00:10:23.250 ⇒ 00:10:25.290 Amber Lin: The snuggle season is here?
95 00:10:26.980 ⇒ 00:10:29.230 YvetteRuiz: Did you… there?
96 00:10:30.300 ⇒ 00:10:32.139 YvetteRuiz: Did you get something like that?
97 00:10:32.140 ⇒ 00:10:35.760 Amber Lin: Yeah, let me share my screen. So I have this one.
98 00:10:36.160 ⇒ 00:10:39.760 Amber Lin: So this is what you sent me. This is the last promo I saw.
99 00:10:39.760 ⇒ 00:10:40.620 YvetteRuiz: Oh, okay.
100 00:10:41.120 ⇒ 00:10:42.160 YvetteRuiz: Yeah.
101 00:10:46.910 ⇒ 00:10:49.710 Amber Lin: Oh, this is before Thanksgiving, so I don’t know if the promo starts.
102 00:10:49.710 ⇒ 00:10:54.310 YvetteRuiz: Yeah, I know. Let’s… what’s… you could do the other one. What was the other one? The heater?
103 00:10:54.310 ⇒ 00:10:55.369 Amber Lin: one. Yeah.
104 00:10:58.490 ⇒ 00:11:05.700 Amber Lin: We might want to send a higher quality image. I think this is a screenshot. Do you have the original PDF to send to that.
105 00:11:05.700 ⇒ 00:11:08.000 YvetteRuiz: Yeah.
106 00:11:09.450 ⇒ 00:11:12.370 YvetteRuiz: I’m having such a hard time with this.
107 00:11:26.830 ⇒ 00:11:28.360 YvetteRuiz: There it is.
108 00:11:38.180 ⇒ 00:11:46.570 YvetteRuiz: Well, I… all I just have is just the… the down… I mean, just the… I just downloaded it, so I don’t even know if that would be even better.
109 00:11:46.760 ⇒ 00:11:47.629 Amber Lin: I see.
110 00:11:49.600 ⇒ 00:11:51.719 YvetteRuiz: Let’s see here…
111 00:11:57.990 ⇒ 00:12:01.190 YvetteRuiz: I don’t know, Amber, might see… share?
112 00:12:10.270 ⇒ 00:12:12.559 YvetteRuiz: We’ll let Date stop this.
113 00:12:13.570 ⇒ 00:12:14.360 YvetteRuiz: Nope.
114 00:12:16.660 ⇒ 00:12:18.469 YvetteRuiz: Not again that much.
115 00:12:19.630 ⇒ 00:12:20.570 YvetteRuiz: Didn’t make it.
116 00:12:20.720 ⇒ 00:12:21.810 YvetteRuiz: Cheer.
117 00:12:32.960 ⇒ 00:12:34.920 YvetteRuiz: Yeah, I’m not sure.
118 00:12:35.240 ⇒ 00:12:38.070 YvetteRuiz: I mean, it’s the same one.
119 00:12:47.290 ⇒ 00:12:51.110 YvetteRuiz: Okay, well, I can try figuring it out, sorry.
120 00:12:52.600 ⇒ 00:13:05.100 Amber Lin: Yeah, and if you want to send it to me, I can… I can check if the quality makes, it’s pretty good, and then we can send it to CSRs. Is this something we want CSRs to, like, send out to clients, just so that they.
121 00:13:05.100 ⇒ 00:13:09.590 YvetteRuiz: So these actually are emailed from our marketing team to all our customers.
122 00:13:09.930 ⇒ 00:13:10.610 Amber Lin: Mmm.
123 00:13:10.610 ⇒ 00:13:20.080 YvetteRuiz: All our customers and our database, they get sent to them, so we give them the heads up, so then that way, when customers call in asking, they know what advertisements are going out there.
124 00:13:20.970 ⇒ 00:13:22.020 Amber Lin: Gotcha, okay.
125 00:13:22.780 ⇒ 00:13:23.300 YvetteRuiz: gap.
126 00:13:28.600 ⇒ 00:13:29.930 YvetteRuiz: Let’s see…
127 00:13:31.050 ⇒ 00:13:35.109 YvetteRuiz: I’ll think of some stuff, like I said, Amber, I just can’t right now off the top of my head.
128 00:13:35.110 ⇒ 00:13:39.319 Amber Lin: Yeah, all good, all good. I just want to, like, check in early this week to make sure I got everything.
129 00:13:39.320 ⇒ 00:13:39.910 YvetteRuiz: Sure.
130 00:13:40.300 ⇒ 00:13:47.659 Amber Lin: Yeah, and feel free to email me or message me, whatever that pops up, and just… you can spare me, I’ll… I’ll collect them.
131 00:13:47.660 ⇒ 00:13:49.569 YvetteRuiz: I could do that, yes ma’am. Yeah.
132 00:13:49.570 ⇒ 00:13:53.649 Amber Lin: Because I, like, things just pop up to me, and I was like, oh, let me do this, and then let me tell somebody
133 00:13:54.810 ⇒ 00:13:57.129 Amber Lin: Oh, I think you work that way, too.
134 00:13:57.130 ⇒ 00:13:59.080 YvetteRuiz: Yeah. Yeah.
135 00:13:59.080 ⇒ 00:14:04.520 Amber Lin: Alright, yeah, if you want some more time, like, we can pause the meeting here, and then just, we can talk async.
136 00:14:05.680 ⇒ 00:14:06.889 YvetteRuiz: We go what? I’m sorry?
137 00:14:06.890 ⇒ 00:14:13.269 Amber Lin: If you want more time to prep for the week, we can… we can stop here, and then just message me when you think of something.
138 00:14:13.270 ⇒ 00:14:28.219 YvetteRuiz: Okay, yeah, that, that would… that would be great. Like I said, I’m playing catch-up. Right now, actually, what I’m doing, Amber, I just, just to give you a quick update, because that’s where my focus is since I left, when I last left, I had a big meeting with our trainers.
139 00:14:28.260 ⇒ 00:14:34.349 YvetteRuiz: Before I left, as you guys were aware, you know, we’re talking about
140 00:14:34.930 ⇒ 00:14:47.320 YvetteRuiz: Andy and, you know, where we’re at with usage, and the time that we’ve been in it, and, you know, really came to the table, you know, you know, asking, you know, saying, okay.
141 00:14:47.820 ⇒ 00:15:05.859 YvetteRuiz: where are we with Andy? I mean, do we feel like we’re getting full benefits off of it, you know? I mean, because we put a lot of time and effort in it, but there still seems to be… we make progress and we go back, but there’s still a lot of things that are… it’s not quite built, there’s still things that we’re… we’re not…
142 00:15:05.860 ⇒ 00:15:09.130 YvetteRuiz: fully seen. And, you know.
143 00:15:09.200 ⇒ 00:15:18.310 YvetteRuiz: so I went roundtable, and I asked everyone, and, you know, everyone, you know, shared their comments, you know, saying, you know, we have agents that, you know, say that
144 00:15:19.580 ⇒ 00:15:43.209 YvetteRuiz: the speed is not there, you know what I mean? It’s much easier for them to go in there. Some, they’re just built, but with habit, you know, some, you know what I mean? They talked about new hires, new hires coming in, and they don’t really know what to ask questions, or whether it’s right or wrong, you know what I mean? So how do we fix that, you know, type of thing. And so, I had asked Steven to join in that meeting, and, you know.
145 00:15:43.450 ⇒ 00:16:02.860 YvetteRuiz: at the end of the day, we’re not gonna… what we don’t want to end up doing is saying, okay, force people to go in there and use Andy, and that’s the only reason that they’re using it. We want them to understand the value behind it, like, what’s the reason for it? And of course, then you have some senior people that are not… they know the answers, you know what I mean? So they’re not gonna be…
146 00:16:03.040 ⇒ 00:16:06.209 YvetteRuiz: Really using it as often, but…
147 00:16:06.210 ⇒ 00:16:29.369 YvetteRuiz: I kind of came back with them with a challenge, saying, okay, well, my question to you is, have we invested the right amount of time? I mean, have we actually gone in there and worked with our people the right way? You guys as trainers, gone in there and tested Andy to the extent level to see, is it working, is it not? Have we given it the right opportunities, you know, and pretty much everyone came back
148 00:16:29.370 ⇒ 00:16:51.419 YvetteRuiz: saying no. You know, no, no, we haven’t. You know, no, we have not gone in there, we’ve not really pushed it, we’ve not really done all this, and it’s like, okay, well, that’s what we need to start doing, is we really need to start getting to that stage, right? Because at the end of the day, this is an investment. ABC is investing on getting us these tools for us to make us better, and we’ve got to go back to thinking of
149 00:16:51.700 ⇒ 00:17:11.509 YvetteRuiz: what’s the why behind we start? Why did we start this, right? And where do we see ourselves, right? So, like, thinking with the end in mind. What does this product… where do we want to see it? What’s the benefits that we want to receive from there? Because once we understand that, then we know what we got to go in there and put into it. But we can’t just go in there and say, oh, it’s this, it’s this, it’s this, if we really haven’t truly
150 00:17:11.650 ⇒ 00:17:30.019 YvetteRuiz: defined what this… what is Andy for? What’s the reason behind it, and what do we want to get out of it, right? So that kind of got everyone’s minds thinking, saying, you know, well, you’re right, we haven’t truly invested in a lot of this and stuff, and I was like, okay, so what are we going to have to start doing, right?
151 00:17:30.020 ⇒ 00:17:30.550 Amber Lin: Hmm.
152 00:17:31.030 ⇒ 00:17:35.980 YvetteRuiz: And a lot of questions came back, you know, a lot of good questions came back, you know,
153 00:17:36.310 ⇒ 00:17:44.809 YvetteRuiz: And right now, part of… part of it was what kind of questions are being asked right now, right? And so, I just went through the report.
154 00:17:45.600 ⇒ 00:17:47.830 YvetteRuiz: You know, that was programmed for me.
155 00:17:47.950 ⇒ 00:18:01.509 YvetteRuiz: And I’m going to be providing that data to them, because I told them that I would start providing that data to them, because they want to be able to go in there and see, okay, what questions are being asked, so then that way we can kind of identify what is being asked.
156 00:18:01.740 ⇒ 00:18:15.090 YvetteRuiz: part of their assignment before we meet is they were going to assign each of their agents tasks to go in there and start asking questions on a regular basis. Like, ask at least 5 questions and then come back to me with feedback.
157 00:18:15.090 ⇒ 00:18:22.819 YvetteRuiz: So we started kind of… we have a small goal that we’re going to reach by my next meet, right? And that is
158 00:18:22.820 ⇒ 00:18:23.200 YvetteRuiz: is going to
159 00:18:23.200 ⇒ 00:18:42.320 YvetteRuiz: be increasing the… increasing the usage, and then, of course, getting the feedback from everybody roundtable, and then they’re going to start… I’m going to start providing them with the questions that are being asked, and then I need to provide them with the list of the usage of all their employees, so then that way, when we come back to the table, they can tell me.
160 00:18:42.320 ⇒ 00:18:46.199 YvetteRuiz: why… why was their usage low? Why wasn’t it not… you know what I mean?
161 00:18:46.250 ⇒ 00:18:48.100 YvetteRuiz: Why wasn’t it there?
162 00:18:48.700 ⇒ 00:18:49.890 YvetteRuiz: So, my question…
163 00:18:49.890 ⇒ 00:18:50.530 Amber Lin: Sounds awesome.
164 00:18:50.990 ⇒ 00:18:52.150 YvetteRuiz: is…
165 00:18:53.050 ⇒ 00:18:59.320 YvetteRuiz: there is a lot still in here, and I guess right now that’s kind of where I’m… my mind’s just kind of…
166 00:19:00.140 ⇒ 00:19:04.259 YvetteRuiz: Just looking at, you know, some of the questions that they have in there, you know.
167 00:19:04.260 ⇒ 00:19:12.970 Amber Lin: Is there a notes or recording of that meeting that I can go through, too, to understand more what they… what feedback they have?
168 00:19:14.060 ⇒ 00:19:18.770 Amber Lin: I can share with you. Like, on email or in chat? That would be awesome.
169 00:19:19.100 ⇒ 00:19:20.499 YvetteRuiz: Yeah, we can do that.
170 00:19:20.920 ⇒ 00:19:35.590 YvetteRuiz: I could do that. Okay, well then, yeah, we can… we can circle back, and then I will… I’m taking notes right now that what I was really good getting down to tell you is I’m just going down, and I’m doing a deep dive on all these questions, because what I’m trying to do is I’m trying to
171 00:19:36.590 ⇒ 00:19:41.029 YvetteRuiz: Dump this file that comes out of y’all’s system, all the questions.
172 00:19:41.720 ⇒ 00:19:44.530 YvetteRuiz: Dump it into…
173 00:19:44.620 ⇒ 00:20:06.799 YvetteRuiz: dump it into either ChatGPT or Gemini, one of them to go in there and say, okay, break it down for me and kind of give me an overview of what are the… what’s the common themes, right? Just where it’s more digestible, where they can actually read that. Unless you can do something like that, but that’s what I’m trying to do, is throw it in there. And it’s… so far, it’s given me some good feedback in areas like the
174 00:20:06.830 ⇒ 00:20:20.730 YvetteRuiz: hey, it’s really pointing that you need to do more training on this, and it’s… it’s also talking about us doing more, prompt questions, like we’ve talked about, you know what I mean? So, I just… I guess I’m asking for your feedback on that.
175 00:20:20.730 ⇒ 00:20:33.510 Amber Lin: Yeah, okay. So, let me ask my team to look into that as well, because they know more about… they might find a way to classify it using AI just on the dashboard. That might take some time, but…
176 00:20:33.730 ⇒ 00:20:47.789 Amber Lin: feel free to go ahead and use classified using ChatGPT, and I’ll also try to do that on my own to see what insights I might see. And then we’ll regroup on Thursday to talk about that.
177 00:20:47.790 ⇒ 00:21:01.709 YvetteRuiz: Okay. Yeah, that would be super helpful, because again, this is good information. We have the… we have the questions, we have all that. I just need it more in a more digestible, format, so then that way I could show it to them. Look, I mean, it’s pretty obvious.
178 00:21:01.710 ⇒ 00:21:08.460 YvetteRuiz: be… you know, and I kind of just share with you kind of just some of the things that it’s saying, you know, it’s like,
179 00:21:09.450 ⇒ 00:21:11.410 YvetteRuiz: You know, it’s saying that…
180 00:21:14.280 ⇒ 00:21:28.930 YvetteRuiz: you know, over 1,200 questions indicate confusion or unclear SOPs, so 226 are scheduling questions. They show opportunity for, you know, automation.
181 00:21:29.020 ⇒ 00:21:35.820 YvetteRuiz: I, you know, again, I gotta go in there, and I gotta do more deep dives in there, but, you know.
182 00:21:35.950 ⇒ 00:21:54.779 YvetteRuiz: in… there’s a category in here that a lot of questions are, how do I respond to this customer? What do I say if, or how do I explain, or what is the process for? So, you know, what it’s really telling us is that, you know, they’re really using it for professional responses, explaining the service values, escalations.
183 00:21:54.780 ⇒ 00:21:55.160 Amber Lin: We’re calling.
184 00:21:55.160 ⇒ 00:22:10.770 YvetteRuiz: conflict, policy explanations, so it’s, you know, it’s kind of breaking it down, telling us that it’s a mass training opportunity for us, where we can shorten as, you know, AHT and increase confidence, but that’s kind of telling me a story right there. Areas that I could really
185 00:22:10.770 ⇒ 00:22:21.169 YvetteRuiz: we could… we could really hone into, so if we can really get that, you know, more of that data in there, and it… and it’s going in there because they had some questions in there asking about templates.
186 00:22:21.440 ⇒ 00:22:35.880 YvetteRuiz: some agents are asking about some templates, about hornet removals, wildlife trapping, rodents, questions about what can be sold. So, you know, it’s kind of giving me feedback saying agents need a quick access service library, so…
187 00:22:36.110 ⇒ 00:22:52.579 YvetteRuiz: I think there’s a lot of good information here, I just want it to be more digestible, so then that way I could work with the trainers and say, okay, look, this is what they’re asking us, this is what we really got to start building, so then Andy can provide it at a… Andy can provide us better, quicker answers.
188 00:22:53.220 ⇒ 00:23:11.649 Amber Lin: Yeah, I’m asking Casey right now of what’s possible, and once he gets back to me, I’ll let you know, like, what it will look like, how long it will take, if there’s shorter or simpler, like, workarounds to get to our goal. But I think that’s the way to go, because we’ve only been looking at
189 00:23:11.730 ⇒ 00:23:20.390 Amber Lin: feedback so far, and that’s the things that go wrong, and that’s not the majority of what people ask. And when people ask, sometimes.
190 00:23:21.230 ⇒ 00:23:25.370 Amber Lin: They… they don’t know about it, and that’s what we should train for.
191 00:23:25.840 ⇒ 00:23:43.559 YvetteRuiz: Yeah, for sure. Yeah, I mean, because I think this is exactly what we’re needing right here, right there, and then it also helps our trainers better understand, like, oh, because even when I was talking to them, I’m like, guys, I’m not in it as much as you guys should be in it, but even… but when I do get in it, I go in there with the mindset of.
192 00:23:43.680 ⇒ 00:23:47.529 YvetteRuiz: My goodness, if it’s spitting this out to me, I’m totally confused.
193 00:23:47.610 ⇒ 00:24:10.179 YvetteRuiz: I have to now go in there and break it down in a manner that makes it easier, more user-friendly for our people. So, you’ve got to have that type of mindset, you know what I mean? And even when you have your senior people that, okay, well, I don’t need to ask it, because I know the answers, will challenge them to still answer the question, ask the questions, and see if it responds with what they know, and that’s their part of contributing to
194 00:24:10.350 ⇒ 00:24:14.870 YvetteRuiz: helping build Andy, because at the end of the day, we’re all part of building it. It’s just a matter of
195 00:24:14.870 ⇒ 00:24:34.460 YvetteRuiz: how… what is it that we want to see? If I came in here as a brand new agent, what do I want to see? What is the information that I want to see? So I just kind of have to really set them back, and I’m just like, that’s kind of going to be our responsibility, and Brain Forge is really to work with us. We just really need to partner up and really start deep diving into this.
196 00:24:34.460 ⇒ 00:24:35.110 Amber Lin: Yeah.
197 00:24:35.750 ⇒ 00:24:44.339 Amber Lin: Awesome. Okay. Let me get back to this. I think this is a great idea, and let me know if you can… did you send me the meeting notes from…
198 00:24:44.340 ⇒ 00:24:45.209 YvetteRuiz: I sure can.
199 00:24:45.210 ⇒ 00:24:59.449 Amber Lin: Okay, yeah, that would be great, because I want to know what they think, and then that can help us think of what features to develop, because my team knows a lot more of what AI can do right now. I bet it has changed since we first started working on it, so…
200 00:24:59.450 ⇒ 00:24:59.900 YvetteRuiz: Yep.
201 00:24:59.900 ⇒ 00:25:04.850 Amber Lin: Like, in a short year, many things has changed, so we can talk about what else we can do.
202 00:25:05.250 ⇒ 00:25:10.800 YvetteRuiz: Okay, sounds good, Amber. Well, thank you so much for this morning. I’m sorry if I was all over the place, I’m just, again.
203 00:25:11.120 ⇒ 00:25:11.959 YvetteRuiz: into my routine.
204 00:25:11.960 ⇒ 00:25:15.489 Amber Lin: Nice meeting with you, and just let me… hit me up whenever you think of something.
205 00:25:15.680 ⇒ 00:25:18.179 YvetteRuiz: Okay, will do. Thank you so much, Amber. Have a good one.
206 00:25:18.180 ⇒ 00:25:19.120 Amber Lin: Bye! You too.