Meeting Title: ABC | Weekly KPI Review Date: 2026-03-09 Meeting participants: YvetteRuiz, read.ai meeting notes, Yvette’s Notetaker (Otter.ai), JanieceGarcia, Pranav Narahari, Amber Lin
WEBVTT
1 00:06:56.620 ⇒ 00:06:57.760 JanieceGarcia: Good morning!
2 00:07:00.120 ⇒ 00:07:04.040 YvetteRuiz: Well, good morning! Let me shut the one.
3 00:07:35.380 ⇒ 00:07:36.640 Pranav Narahari: Hey, good morning, guys.
4 00:07:36.940 ⇒ 00:07:38.909 YvetteRuiz: Hey, good morning, how are you?
5 00:07:39.270 ⇒ 00:07:41.889 Pranav Narahari: I’m good, I’m good. How was the weekend?
6 00:07:42.610 ⇒ 00:07:43.629 YvetteRuiz: It was good!
7 00:07:43.780 ⇒ 00:07:44.110 Pranav Narahari: Nice.
8 00:07:44.110 ⇒ 00:07:45.590 YvetteRuiz: How about you?
9 00:07:45.910 ⇒ 00:07:50.589 Pranav Narahari: It was pretty good. Yeah, it was a busy week last week, so it was much needed.
10 00:07:51.580 ⇒ 00:07:52.550 YvetteRuiz: Yeah.
11 00:07:52.550 ⇒ 00:07:53.050 Pranav Narahari: Yeah.
12 00:07:55.000 ⇒ 00:07:59.229 Pranav Narahari: Amber should still be joining us today, and let me just give her a quick ring.
13 00:07:59.540 ⇒ 00:08:00.150 YvetteRuiz: Okay.
14 00:09:25.560 ⇒ 00:09:25.940 Amber Lin: Hello!
15 00:09:25.940 ⇒ 00:09:26.920 YvetteRuiz: I knew!
16 00:09:27.180 ⇒ 00:09:28.510 JanieceGarcia: Good morning.
17 00:09:28.510 ⇒ 00:09:29.740 Amber Lin: Good morning!
18 00:09:35.780 ⇒ 00:09:39.909 Amber Lin: Alright, seems like you guys have a pretty busy week started up.
19 00:09:42.940 ⇒ 00:09:43.810 YvetteRuiz: Yep.
20 00:09:45.620 ⇒ 00:09:50.719 Amber Lin: I know you guys met with Branav, this week or last week. How was it?
21 00:09:52.040 ⇒ 00:09:52.670 JanieceGarcia: I’m mad.
22 00:09:53.070 ⇒ 00:09:53.950 Pranav Narahari: Yeah.
23 00:09:54.600 ⇒ 00:09:59.130 JanieceGarcia: I was gonna say, I met with him on Friday, it was a really good conversation.
24 00:10:00.250 ⇒ 00:10:00.759 Pranav Narahari: Yeah, you bet.
25 00:10:00.760 ⇒ 00:10:01.599 JanieceGarcia: Really, really good.
26 00:10:01.600 ⇒ 00:10:05.099 Pranav Narahari: all set up for later today. So, looking forward to that as well.
27 00:10:06.430 ⇒ 00:10:08.530 Amber Lin: Awesome. Exciting.
28 00:10:09.350 ⇒ 00:10:10.890 Amber Lin: And…
29 00:10:11.250 ⇒ 00:10:22.840 Amber Lin: I was wanting to keep today’s meeting short, because I know you guys have also other meetings booked, but I do want to go over things we’re currently working on, and things you guys have concerns for this week.
30 00:10:26.080 ⇒ 00:10:41.999 Amber Lin: So the main work streams are our side. The zip code stuff is mostly done, we’re just looking at the old triage questions. I think things have been improving, we’re seeing slightly less tickets now, so just want to give it some time to reiterate.
31 00:10:42.190 ⇒ 00:10:43.409 Amber Lin: And then…
32 00:10:43.740 ⇒ 00:10:58.660 Amber Lin: The second work stream is the central docs stuff. We’re working on generating the new docs for the departments, so this week we will be sending that over to the trainers so they can review, and we’ll talk about it on Friday when we meet with them.
33 00:10:59.120 ⇒ 00:11:05.809 JanieceGarcia: When can we expect, those central docs to be sent to us for us to review?
34 00:11:05.810 ⇒ 00:11:19.110 Amber Lin: To be prepared for Friday. I see. I would say aim for Wednesday, because the week just started, so I want to make sure we have some time to review internally, but Wednesday would be a good goal.
35 00:11:22.310 ⇒ 00:11:31.190 Amber Lin: And then I think the last thing is on the migrations. Pranav, do you have updates on that side?
36 00:11:32.220 ⇒ 00:11:36.080 Pranav Narahari: Yeah, for the migrations right now…
37 00:11:36.510 ⇒ 00:11:50.269 Pranav Narahari: Mustafa is working a little bit on finalizing that. What we did at the end of last week, which we kind of talked about on, I believe, either Thursday or Friday, is that we’re testing with the new models now,
38 00:11:50.280 ⇒ 00:11:51.689 Pranav Narahari: So that was,
39 00:11:51.700 ⇒ 00:12:05.270 Pranav Narahari: that’s going to potentially help us with that latency issue that we were having before. So, Janice, you know we were talking about how, like, some of these queries can end up being, like, 20 seconds long, which just really interrupts the natural…
40 00:12:05.270 ⇒ 00:12:11.879 Pranav Narahari: type conversations and relationships we’re trying to meet… or have with, people that are calling in, right? So,
41 00:12:11.990 ⇒ 00:12:20.900 Pranav Narahari: This should help with that, is the… is the goal. But we have a couple other, ways of reducing that latency as well.
42 00:12:20.960 ⇒ 00:12:32.670 Pranav Narahari: Basically, now, with the migration, we have a lot more freedom, and with that freedom will come, like, a lot of different parameters that we can adjust to mitigate this, this timing issue.
43 00:12:37.110 ⇒ 00:12:44.549 Amber Lin: So those are the main updates on our side. Anything, on your guys’ mind, so we can talk about it early in this week?
44 00:12:45.730 ⇒ 00:12:51.049 YvetteRuiz: So, just a quick question. I was meeting with, one of my leaders last week, and…
45 00:12:51.470 ⇒ 00:13:08.920 YvetteRuiz: I guess she’s, she’s been part of the training, which is Patricia and Lon. They were told that we were going to be meeting with them regarding the training and the documents, the central docs, and how they’re going to start, formatting all that stuff.
46 00:13:10.520 ⇒ 00:13:21.240 YvetteRuiz: she said that no one’s reached out to them before, so, like, what… I guess I’m… I’m a little bit confused on it, because I thought you guys had already met with each of the departments already.
47 00:13:21.340 ⇒ 00:13:28.430 YvetteRuiz: Has that not happened, or… I told her that I would check in with you when I met with you on Monday.
48 00:13:29.250 ⇒ 00:13:38.220 Amber Lin: I see, so… Is she referring to our current workstream of improving the central docs?
49 00:13:38.700 ⇒ 00:13:44.769 Amber Lin: That work stream, we’ve been meeting every other Friday, is she referring to that one?
50 00:13:45.860 ⇒ 00:14:01.009 YvetteRuiz: There was mention in one of the meetings, and I haven’t scraped through all my notes, that’s what I wanted to go through. I’m hoping to get a little bit more when I meet with you, later, today, because there’s just a kind of, like, a lot of
51 00:14:01.610 ⇒ 00:14:02.570 YvetteRuiz: And…
52 00:14:02.580 ⇒ 00:14:24.119 YvetteRuiz: a lot of, like, open things that they said that we were supposed to get with them regarding, and that was going back, sitting with them, meeting with each department to make sure, and maybe that’s where the confusion came in, is where we were just going to share that with them with the group, but she was under the understanding that we were going to meet with each department.
53 00:14:24.120 ⇒ 00:14:28.259 YvetteRuiz: Regarding the central docs and the format and all that.
54 00:14:28.640 ⇒ 00:14:29.909 Amber Lin: Yeah, I see.
55 00:14:30.500 ⇒ 00:14:38.040 JanieceGarcia: I wonder if that’s me meeting with them, because Amber’s not in that. That’s my meeting with… with them.
56 00:14:38.370 ⇒ 00:14:41.260 YvetteRuiz: She mentioned… Amber had mentioned this in the meeting.
57 00:14:42.060 ⇒ 00:14:53.970 Amber Lin: I see. Maybe she… I think it was our first meeting with them before we decided to go the AI route. I was going to meet with them, and then we’re gonna do it manually.
58 00:14:54.620 ⇒ 00:15:04.600 Amber Lin: But then we said, hey, we’re going to use AI to help you guys, so you guys don’t have to do the main part of the work, so I think that’s where we changed course, and…
59 00:15:04.760 ⇒ 00:15:08.620 Amber Lin: I don’t… so I don’t think we’ll…
60 00:15:08.970 ⇒ 00:15:16.939 Amber Lin: do the meeting that she’s talking about, but we will be talking about it on Friday with everybody in the meeting.
61 00:15:17.050 ⇒ 00:15:30.610 Amber Lin: About, hey, this is what improved, can you review this? And then we will receive individual feedback on them. So she’ll still get the, specific attention to the department.
62 00:15:30.850 ⇒ 00:15:32.390 Amber Lin: That she’s working in.
63 00:15:32.710 ⇒ 00:15:44.340 YvetteRuiz: Okay, well, I’ll follow… I’ll follow back up with her, and I… I’ll actually follow up with all my leaders and make sure that… what is their understanding of what we’re working on today? Because I want to make sure that…
64 00:15:44.340 ⇒ 00:15:45.460 Amber Lin: the spread.
65 00:15:45.460 ⇒ 00:15:46.380 YvetteRuiz: The what?
66 00:15:46.380 ⇒ 00:15:49.010 Amber Lin: You can also CC me in the thread, so if they have questions.
67 00:15:49.010 ⇒ 00:15:53.150 YvetteRuiz: I can definitely do that.
68 00:15:53.380 ⇒ 00:16:04.900 YvetteRuiz: I just want to make sure that they’re all understanding, what’s… because right now, I mean, I think it’s such a critical point, like, I… you know, doing all their reviews and making sure that…
69 00:16:05.160 ⇒ 00:16:27.499 YvetteRuiz: I’m holding them accountable, you know what I mean? As we build… continue to build Andy, that the investment is there, and again, I know a lot of it, there’s still a little bit of a trust issue with the system, and I know that we’re making progress, so I just want to make sure that I’m able to answer all their questions confidently, and assure them, yes, this is ever work… everything that we’re working towards, but I don’t want to
70 00:16:27.500 ⇒ 00:16:30.420 YvetteRuiz: Say something if they were told something else.
71 00:16:31.650 ⇒ 00:16:32.460 Amber Lin: Sounds good.
72 00:16:33.820 ⇒ 00:16:34.400 YvetteRuiz: Okay.
73 00:16:39.540 ⇒ 00:16:42.280 YvetteRuiz: But thank you for that. I’ll circle back with her.
74 00:16:42.610 ⇒ 00:16:53.630 Amber Lin: Of course. And let me know when we get, the go-ahead from, say, Steven. I would love to continue on the transcript side of things.
75 00:16:54.050 ⇒ 00:16:55.699 Amber Lin: I was very excited by our announcement.
76 00:16:55.700 ⇒ 00:16:56.700 YvetteRuiz: analysis.
77 00:16:56.900 ⇒ 00:17:03.020 YvetteRuiz: I know, I know, I know we had a… we had a meeting last Thursday as well, so…
78 00:17:03.930 ⇒ 00:17:06.989 YvetteRuiz: Hopefully we can, get all that
79 00:17:07.630 ⇒ 00:17:10.819 YvetteRuiz: Straighten out, figure it out, and let you guys know.
80 00:17:12.359 ⇒ 00:17:25.149 Amber Lin: Sounds good. Nothing else from my side. I know we’re meeting this Friday, and I think we’ll be sending out shortly what we plan to do this week.
81 00:17:25.839 ⇒ 00:17:27.209 YvetteRuiz: Okay, that works.
82 00:17:27.480 ⇒ 00:17:28.119 Amber Lin: Alright.
83 00:17:28.580 ⇒ 00:17:29.060 Amber Lin: Thank you.
84 00:17:29.060 ⇒ 00:17:29.980 YvetteRuiz: Okie dokie.
85 00:17:30.040 ⇒ 00:17:32.630 Amber Lin: Alrighty, well, we’ll talk later.
86 00:17:32.630 ⇒ 00:17:33.730 Pranav Narahari: Yeah, talk to you.
87 00:17:33.730 ⇒ 00:17:34.490 YvetteRuiz: Alright, bye-bye.
88 00:17:34.490 ⇒ 00:17:34.920 Amber Lin: I…
89 00:17:34.920 ⇒ 00:17:35.570 JanieceGarcia: Bye.