Meeting Title: Brainforge x ABC Home and Commercial Date: 2025-02-14 Meeting participants: Uttam Kumaran, Steven, Miguel De Veyra, Yvetteruiz, Scott_Harmon
WEBVTT
1 00:05:31.590 ⇒ 00:05:32.800 Scott_Harmon: Hey, Steven, how you doing.
2 00:05:33.450 ⇒ 00:05:34.600 Steven: Pretty good. How are you.
3 00:05:35.510 ⇒ 00:05:40.869 Scott_Harmon: Good. We’re driving up 2, 81 towards Dallas, from Austin to Dallas.
4 00:05:41.360 ⇒ 00:05:43.830 Scott_Harmon: Gonna go see my daughter and grandson.
5 00:05:44.640 ⇒ 00:05:46.520 Steven: All right, cool
6 00:05:46.670 ⇒ 00:05:52.550 Steven: better. It’s good to leave early on a Friday. You don’t want to be messing with that drive on a Friday at 3 or 4 o’clock.
7 00:05:53.020 ⇒ 00:05:58.480 Scott_Harmon: Yeah, no, bueno don’t want to be in Waco or Dallas mixed master at 5 o’clock.
8 00:05:59.340 ⇒ 00:06:00.060 Steven: Yep.
9 00:06:00.460 ⇒ 00:06:01.360 Steven: Cool.
10 00:06:05.380 ⇒ 00:06:06.020 Uttam Kumaran: Yeah, everyone.
11 00:06:06.020 ⇒ 00:06:06.690 Steven: There she is!
12 00:06:08.850 ⇒ 00:06:09.880 Scott_Harmon: Hey! Man! Hey! Utah!
13 00:06:12.280 ⇒ 00:06:13.040 Uttam Kumaran: Warning.
14 00:06:13.410 ⇒ 00:06:18.981 YvetteRuiz: I think it’s still morning. Is it still morning? The way this morning’s been going.
15 00:06:22.430 ⇒ 00:06:25.459 Uttam Kumaran: Great. Let me just check. I think everybody
16 00:06:26.470 ⇒ 00:06:43.960 Uttam Kumaran: is here, so maybe we can get started. So I think a couple of things we wanted to run through today. One primarily getting any feedback on those requirements, docs that we sent over. I don’t know, Steven, and if you had chance to look at those
17 00:06:45.060 ⇒ 00:06:47.560 Steven: Which one the Prd ones or the other.
18 00:06:47.560 ⇒ 00:06:49.280 Uttam Kumaran: Yes, the Prds.
19 00:06:50.140 ⇒ 00:06:51.990 Steven: Yeah, I went through them briefly, I,
20 00:06:52.330 ⇒ 00:07:01.130 Steven: yeah, yeah, I I like how you have. I think you meant probably talk about now. But how do we actually measure that? But I love the goals of the
21 00:07:01.770 ⇒ 00:07:16.209 Steven: reduce training material updating my 50%. Anyways, I love having actual specific goal. And it’s I mean, I think it’s all really well laid out making it happen. But yeah, I know I love love the layout of it. I love the goals.
22 00:07:16.990 ⇒ 00:07:19.200 Steven: track them and make sure we’re hitting those.
23 00:07:20.830 ⇒ 00:07:45.799 YvetteRuiz: Yeah, I agree. So I’ve not spent as much time as I wanted to going through them like with the fine to come. I’ve been trying to knock out my reviews this week. But I I do. I agree with Steven, I mean with the metric piece of it the way the layout is. It’s it seems, very clear. On on a lot of the the information provided there, I do have you know the Ht numbers that we’re currently at. And.
24 00:07:45.800 ⇒ 00:07:52.839 Uttam Kumaran: The Fcr, the percentage of of the callback. So then, that way, at least, we can start off with that, and then.
25 00:07:52.850 ⇒ 00:07:55.569 YvetteRuiz: That’s kind of what we talked about having those numbers.
26 00:07:56.253 ⇒ 00:07:59.450 YvetteRuiz: Yeah. But so far, so.
27 00:07:59.450 ⇒ 00:07:59.770 Scott_Harmon: But.
28 00:07:59.770 ⇒ 00:08:02.169 YvetteRuiz: Now it’s kind of diving in.
29 00:08:02.170 ⇒ 00:08:06.880 Scott_Harmon: Event down the road. Once we get done with this, we need to talk about
30 00:08:07.040 ⇒ 00:08:09.880 Scott_Harmon: having a and eat or be able to write reviews for you.
31 00:08:10.570 ⇒ 00:08:11.850 YvetteRuiz: Oh, my God, yeah.
32 00:08:12.773 ⇒ 00:08:16.440 YvetteRuiz: The more I’m learning guys, it’s just
33 00:08:16.830 ⇒ 00:08:28.259 YvetteRuiz: the time saving that this is going to be able to do. I mean, I know there’s just so much stuff. But I mean guys, when what I’m reading here. And then I’m kind of comparing to what we had. It’s kinda like.
34 00:08:28.470 ⇒ 00:08:39.900 YvetteRuiz: I’m oh, I’m overwhelming myself. But I’m I’m grateful because you’re kind of bringing me down kind of okay. But it’s making me really think like, really go down and break down like all these steps. So.
35 00:08:39.900 ⇒ 00:08:40.799 Scott_Harmon: Yeah. Good.
36 00:08:41.469 ⇒ 00:08:42.129 YvetteRuiz: Hey!
37 00:08:42.789 ⇒ 00:08:50.999 Scott_Harmon: Utah. I I thought your agenda center great. I’m gonna be quiet. But I did have one thing I wanted to add to it or ask a vet, really. So
38 00:08:51.339 ⇒ 00:08:58.309 Scott_Harmon: you sent an email earlier in the week of that which was kind of a clarification of an email I had sent about
39 00:08:58.469 ⇒ 00:09:01.909 Scott_Harmon: what I sort of tongue in cheek called the spreadsheet from hell. I’m sorry about.
40 00:09:03.150 ⇒ 00:09:04.954 YvetteRuiz: Yeah, I love that. Yeah, I love that.
41 00:09:05.180 ⇒ 00:09:06.860 Scott_Harmon: Yeah. I didn’t mean to.
42 00:09:06.860 ⇒ 00:09:08.250 YvetteRuiz: It is.
43 00:09:08.250 ⇒ 00:09:12.579 Scott_Harmon: Disrespectful. Everybody’s got them, you know. I just but
44 00:09:12.860 ⇒ 00:09:15.280 Scott_Harmon: you know, I found that email real helpful.
45 00:09:15.660 ⇒ 00:09:25.250 Scott_Harmon: But it seemed to me like really important. We understand that. And I there was a couple of things I was still a little fuzzy on. So if I could maybe get you to go over that again.
46 00:09:25.390 ⇒ 00:09:29.569 Scott_Harmon: because that’s kind of where the team’s gonna start is.
47 00:09:30.340 ⇒ 00:09:36.149 Scott_Harmon: You know, that may be the most important piece of content we’re ingesting. And we’re going to kind of train the age agent with. So
48 00:09:36.590 ⇒ 00:09:41.389 Scott_Harmon: you know, I was off a little bit in my email. So would you mind? Just kind of.
49 00:09:41.650 ⇒ 00:09:46.050 Scott_Harmon: you know, if you have to share it, or whatever, just somewhere in this time, wherever you want to.
50 00:09:46.050 ⇒ 00:09:47.169 Uttam Kumaran: Yeah, I’ll.
51 00:09:47.170 ⇒ 00:09:52.759 Scott_Harmon: If we let event just kind of narrate. Okay, guys, this is how we do
52 00:09:52.910 ⇒ 00:09:56.990 Scott_Harmon: the service configuration like, that’s how how it’s used.
53 00:09:57.410 ⇒ 00:10:02.490 Scott_Harmon: Because I realize, you know, a slight understanding could really cause a week.
54 00:10:02.600 ⇒ 00:10:04.169 Scott_Harmon: So that’s why I.
55 00:10:04.170 ⇒ 00:10:15.999 YvetteRuiz: Absolutely absolutely. And that’s kind of where I was thinking, what you where you guys got me really thinking, like, I have got to be very clear. Because there is. I mean there is so much information there. So just let me know when you want me to go
56 00:10:16.680 ⇒ 00:10:19.979 YvetteRuiz: through those steps with you guys, you want me to do it now, or.
57 00:10:20.640 ⇒ 00:10:24.360 Uttam Kumaran: Yeah, I can. I mean, I could. Just, I’m gonna pull up the document on.
58 00:10:24.360 ⇒ 00:10:24.730 YvetteRuiz: Okay.
59 00:10:24.730 ⇒ 00:10:29.449 Uttam Kumaran: My side. And then I think, yeah, we can if we can just talk through.
60 00:10:29.570 ⇒ 00:10:34.459 Uttam Kumaran: Sure, we could just talk through what the feedback was. That’s great. Let me just grab.
61 00:10:34.830 ⇒ 00:10:38.470 Scott_Harmon: Right, Ed, and just to kind of paraphrase as he does that there were.
62 00:10:38.710 ⇒ 00:10:42.470 Scott_Harmon: and I don’t have it in front of me. But there were 2 spreadsheets.
63 00:10:42.870 ⇒ 00:10:43.620 Scott_Harmon: Yes.
64 00:10:43.620 ⇒ 00:10:43.940 YvetteRuiz: Correct.
65 00:10:43.940 ⇒ 00:10:50.520 Scott_Harmon: You were very helpful, saying, Don’t get it confused. This is how we use one. This is how we use the other. So if you could just kind of walk through the 2,
66 00:10:50.670 ⇒ 00:10:51.740 Scott_Harmon: and
67 00:10:51.950 ⇒ 00:11:03.490 Scott_Harmon: and what’s in them, and how they’re used, and then, you know, not to beat a dead horse. But the other thing Utah put in his email about I forgot what you call the questions. You know, the 100 questions we’re going to need, Tom.
68 00:11:03.490 ⇒ 00:11:03.980 Uttam Kumaran: Yes.
69 00:11:03.980 ⇒ 00:11:06.759 Scott_Harmon: If you if you could, if you could either.
70 00:11:07.150 ⇒ 00:11:15.439 Scott_Harmon: and start today, come up with the typical questions that you ask that spreadsheet like, here’s exactly what a Csr. Would ask
71 00:11:15.660 ⇒ 00:11:21.430 Scott_Harmon: right? If we could have 5 or 10 or 15 of those. Then we’ve got almost everything we need right to.
72 00:11:21.430 ⇒ 00:11:21.900 YvetteRuiz: Okay.
73 00:11:21.900 ⇒ 00:11:24.189 Scott_Harmon: To get the guy trained. So okay.
74 00:11:25.160 ⇒ 00:11:31.899 Uttam Kumaran: So let me pull I have I have both of these here and let me just get them all into one, Doc, really quickly.
75 00:11:43.290 ⇒ 00:11:44.050 Uttam Kumaran: okay.
76 00:11:49.170 ⇒ 00:11:52.709 Uttam Kumaran: and I will make sure that this is shareable.
77 00:11:53.930 ⇒ 00:11:57.680 Uttam Kumaran: and I’ll put it in the channel.
78 00:11:59.500 ⇒ 00:12:09.170 Uttam Kumaran: Okay, so these were the this was from the feedback, Yvette. So I think maybe if you, if you, if we want to just go through.
79 00:12:09.310 ⇒ 00:12:12.609 Uttam Kumaran: maybe we could just go through the items in red and sort of hear it from
80 00:12:13.184 ⇒ 00:12:17.409 Uttam Kumaran: your perspective. And that way, as we even go through, I can start to pull up.
81 00:12:17.650 ⇒ 00:12:22.020 Uttam Kumaran: because, like I know, I have the files. Now I can start to pull up each of those files, and we can confirm.
82 00:12:23.240 ⇒ 00:12:27.589 YvetteRuiz: Yes, of course. So on the so what? There’s
83 00:12:27.610 ⇒ 00:12:53.090 YvetteRuiz: 2 spreadsheets like Scott was alluding to that I was trying to to break up. So we have. The 1st one is, if a brand new customer or an existing customer calls in asking us for do we provide a certain service? And in this example. You know, I kind of broke it down to, because someone doesn’t just call in and say, Hey, I want electric work right? They call in. And they’re very specific with what they want. Right? So it’s a service
84 00:12:53.090 ⇒ 00:13:14.369 YvetteRuiz: type of service that falls under that under that trade. So in, you know they can come in here and say, Okay, do you do generators? Right? So at that instance, I’m going to go in there and look to see. I want to be able to go in there and look to see do we do? Generators? Yes, we do, and that’s what the spreadsheet does help us with.
85 00:13:14.840 ⇒ 00:13:16.639 YvetteRuiz: And then the next thing is.
86 00:13:17.130 ⇒ 00:13:26.549 YvetteRuiz: where do we do the generators at right like, what areas, what city do we do it? So do we do them in San Antonio, and do we do it at this particular Zip code?
87 00:13:26.940 ⇒ 00:13:27.550 Uttam Kumaran: Okay.
88 00:13:28.290 ⇒ 00:13:54.720 YvetteRuiz: Okay? And then, if that’s a yes and a yes, then my next, my next thing would be to go in there and dissect. Okay, what inspectors would be? Who? What inspectors are licensed to do this type of estimate? And then I would go through that list that spreadsheet to go in there and see that once I find that, then I would go in there and start building the account for our customer.
89 00:13:55.370 ⇒ 00:13:56.363 YvetteRuiz: Any ball.
90 00:13:57.270 ⇒ 00:13:57.800 Uttam Kumaran: Okay.
91 00:13:57.800 ⇒ 00:14:00.149 Scott_Harmon: So can I double click on?
92 00:14:00.150 ⇒ 00:14:06.339 Scott_Harmon: Sure, I gotta get an answer. So on the 1st step of those event.
93 00:14:06.630 ⇒ 00:14:09.650 Scott_Harmon: you made it clear at some point that
94 00:14:10.880 ⇒ 00:14:14.079 Scott_Harmon: not tell. And I’m gonna use clumsy words.
95 00:14:14.570 ⇒ 00:14:19.470 Scott_Harmon: Not all trades or services include every.
96 00:14:19.710 ⇒ 00:14:27.530 Scott_Harmon: They’re not all uniform, I guess, is my word. So somewhere in Stevens, San Antonio blah blah, because you’ve got certain inspectors.
97 00:14:27.630 ⇒ 00:14:29.619 Scott_Harmon: they may be able to do a generac.
98 00:14:30.720 ⇒ 00:14:33.320 Scott_Harmon: you know something, but maybe they
99 00:14:33.500 ⇒ 00:14:41.760 Scott_Harmon: another tradesman in another region can’t, even though the same service is offered. The actual details under the service
100 00:14:42.450 ⇒ 00:14:44.350 Scott_Harmon: specific equipment covered, or
101 00:14:44.860 ⇒ 00:14:53.030 Scott_Harmon: are not exactly a hundred percent uniform. And that was that was a revelation to me, right? Like like
102 00:14:53.190 ⇒ 00:15:01.249 Scott_Harmon: a a really important learning. Because I just assumed oh, you know, they offer service, you know. Blah, blah mechanical, it’s all the same.
103 00:15:01.380 ⇒ 00:15:05.220 Scott_Harmon: And what I think I’ve heard from you is it really just depends on which trade men
104 00:15:05.540 ⇒ 00:15:11.400 Scott_Harmon: in which regions what they’re licensed to do. That’s not quite uniform, did I? Am I saying that back correctly?
105 00:15:12.380 ⇒ 00:15:26.310 YvetteRuiz: Yeah, you are saying that correctly, Scott, and and I’m sorry you don’t. The the service by area sheet. Do you have that? Because you have our inspector sheet. This is Step 2 right here. Do you have the service?
106 00:15:26.997 ⇒ 00:15:29.309 YvetteRuiz: Services? Areas by branch.
107 00:15:30.240 ⇒ 00:15:32.510 Uttam Kumaran: Yes, I’m just confirming.
108 00:15:33.850 ⇒ 00:15:39.020 YvetteRuiz: Because if you pull that up, I want to kind of give you a a clear picture of what we see today.
109 00:15:40.250 ⇒ 00:15:40.860 Steven: It’s got.
110 00:15:40.860 ⇒ 00:15:42.300 Scott_Harmon: And as you do that.
111 00:15:42.300 ⇒ 00:15:44.640 Steven: Some. There’s always there’s some even within San.
112 00:15:44.640 ⇒ 00:15:48.890 Scott_Harmon: Oh, I’m sorry there’s a Zip code. We won’t.
113 00:15:49.430 ⇒ 00:15:50.720 Steven: Oh! Can you hear me?
114 00:15:50.720 ⇒ 00:15:52.039 YvetteRuiz: Breaking up, Stephen.
115 00:15:52.160 ⇒ 00:15:53.769 Scott_Harmon: Now you’re good. Now you’re better.
116 00:15:54.220 ⇒ 00:15:56.839 Steven: Okay? So at some point, there’s a certain
117 00:15:56.970 ⇒ 00:16:05.599 Steven: in San Antonio, there’s a zip. There’s obviously a line at some point in Zip code that we won’t do a service at, but that doesn’t mean all services. Commercial pests might go.
118 00:16:05.840 ⇒ 00:16:20.930 Steven: you know, 20 miles further west than a residential pest, or you know, we might do a 1 time generator there, but we’re not going to do pool cleaning there because 2, anyway. So there’s there’s certain zip codes. We’ll do stuff in. We’ll do some services in, but not other services as well.
119 00:16:21.480 ⇒ 00:16:22.909 Scott_Harmon: And where.
120 00:16:23.010 ⇒ 00:16:24.790 Scott_Harmon: Well, Utop’s pulling that up.
121 00:16:26.230 ⇒ 00:16:35.720 Scott_Harmon: Is that? Where do you collect that information from? I think I’ve asked this before. I think you said the operations teams give you. That is that correct?
122 00:16:36.770 ⇒ 00:16:43.809 YvetteRuiz: You’re absolutely right. Yes. So every division manager for that trade specifically tells us.
123 00:16:44.420 ⇒ 00:16:49.749 YvetteRuiz: Yes and no. And that’s what this guide do you have that sheet?
124 00:16:50.130 ⇒ 00:16:53.109 Uttam Kumaran: I’m trying to look. I just have the.
125 00:16:54.000 ⇒ 00:16:56.580 Uttam Kumaran: I don’t see a branch for.
126 00:16:56.830 ⇒ 00:17:10.129 YvetteRuiz: You may not have it, maybe because it wasn’t in our part of our files. That’s it. It belongs to Julie, and I wasn’t sure like what exactly we shared with you. Once Tim gave you rights to whatever stuff.
127 00:17:10.130 ⇒ 00:17:14.239 Scott_Harmon: So you build the spreadsheet, you socialize it to all the
128 00:17:14.400 ⇒ 00:17:19.099 Scott_Harmon: service Gms, and all the territories that guy guys fill this in for your
129 00:17:19.359 ⇒ 00:17:22.419 Scott_Harmon: territory. So we know exactly which
130 00:17:23.450 ⇒ 00:17:28.459 Scott_Harmon: thing is offered by Zip code by technician, and they fill it in. But you are the
131 00:17:28.650 ⇒ 00:17:34.740 Scott_Harmon: information aggregator for that, and it all ends up in this spreadsheet that you’re not pulling it out of
132 00:17:34.860 ⇒ 00:17:37.090 Scott_Harmon: dream. You’re not that. So that’s
133 00:17:37.740 ⇒ 00:17:45.449 Scott_Harmon: that’s the that’s where this information gets elected is in your spreadsheet, and you’re driving it.
134 00:17:46.250 ⇒ 00:17:48.200 YvetteRuiz: That is correct. Yes, yes.
135 00:17:48.200 ⇒ 00:17:50.149 Steven: Until a division man.
136 00:17:50.330 ⇒ 00:17:56.850 Steven: until a division manager changes their mind and decides to do a Zip code and then doesn’t let event know. And then we’re all over the place.
137 00:17:56.850 ⇒ 00:17:58.259 Scott_Harmon: Yeah, that’s a real
138 00:17:58.260 ⇒ 00:18:12.339 Scott_Harmon: common, you know, when you find these information loops like, where does it come from? Who maintains like? Right? Then you could just draw a little diagram, and you could see where the leaks would be right. So ultimately we want the AI to be to understand where it came from.
139 00:18:12.820 ⇒ 00:18:14.390 Scott_Harmon: How do you update it?
140 00:18:14.670 ⇒ 00:18:22.520 Scott_Harmon: You know, you know, you could ultimately build a little workflow that asks the general managers, you know. Is it still current. Blah blah! So
141 00:18:23.640 ⇒ 00:18:27.849 Scott_Harmon: that’s all. I think I got it, at least on that on that on that spreadsheet.
142 00:18:27.850 ⇒ 00:18:28.480 Uttam Kumaran: Okay.
143 00:18:29.170 ⇒ 00:18:35.700 Uttam Kumaran: yeah, I’m I’m in the. I’m in the like our account. But I still don’t. Maybe I don’t have access to it.
144 00:18:36.460 ⇒ 00:18:42.034 YvetteRuiz: What if I I just shared it with you? I mean, I could share it on my screen. If it’s easier.
145 00:18:42.580 ⇒ 00:18:43.870 Uttam Kumaran: Sure. Yeah, yeah, that’s perfect.
146 00:18:43.870 ⇒ 00:18:47.420 Scott_Harmon: Why don’t you just bring it up real quick? Just so we know it when we see it, and then.
147 00:18:47.420 ⇒ 00:18:48.070 YvetteRuiz: Sure.
148 00:18:48.620 ⇒ 00:18:52.960 Scott_Harmon: And cause that’s.
149 00:18:54.700 ⇒ 00:18:57.780 YvetteRuiz: What can what guys what can you all see? I don’t mind my.
150 00:18:57.780 ⇒ 00:18:59.670 Scott_Harmon: I could see that. Yeah, the whole thing service.
151 00:18:59.670 ⇒ 00:19:00.430 Scott_Harmon: Yes, sure.
152 00:19:00.430 ⇒ 00:19:06.439 Scott_Harmon: Service areas by branch and zip code. And it’s got looks like 5 tab or 4 tabs.
153 00:19:06.670 ⇒ 00:19:29.090 YvetteRuiz: Correct. So if I go into control, F, and I say, alrighty, 7, 8, 2, 0 9. That’s the Zip code in San Antonio. Right here. It’s going to take me to the 7 8, 2, 0, 9, San Antonio in here for Pest. I can do bedbug. I could do commercial pest. I can do residential, I mean a termite.
154 00:19:30.740 ⇒ 00:19:35.359 YvetteRuiz: and then you have lawn, and these are all the services that yes, yes.
155 00:19:36.281 ⇒ 00:19:39.720 YvetteRuiz: home improvement and handyman pool trash bin.
156 00:19:40.140 ⇒ 00:19:47.929 YvetteRuiz: and then you have mechanical appliance. Electric Hvac plumbing. So those are all yeses, right? And you guys see, there’s there’s some no’s here.
157 00:19:47.930 ⇒ 00:19:48.690 Uttam Kumaran: Yes.
158 00:19:49.350 ⇒ 00:20:13.339 YvetteRuiz: So the other layer guys is, this is where I was trying to go in here. So up here, mechanical. You see, I just have appliance electric Hvc plumbing and water quality. Well, that’s I need to get more granular on there right? So, as I was using the electric one, I don’t have an option to go in there and drop down to see. Okay, do I do? I do these chargers, you know, and and.
159 00:20:13.340 ⇒ 00:20:14.540 Scott_Harmon: Wow!
160 00:20:14.931 ⇒ 00:20:21.579 YvetteRuiz: So that’s the questions that were asked on here. And that’s where things get really messy, because
161 00:20:22.810 ⇒ 00:20:28.190 YvetteRuiz: there’s going to be certain services that we will all services we probably do in Austin.
162 00:20:28.420 ⇒ 00:20:29.480 YvetteRuiz: Okay.
163 00:20:29.600 ⇒ 00:20:42.715 YvetteRuiz: all services for electric. We may not do in San Antonio. So that’s where this starts getting really granular, and I have to know those things. Prior to saying, yes, Mr. Harmon, I can go ahead and get that scheduled for you.
164 00:20:43.520 ⇒ 00:20:44.140 Uttam Kumaran: Okay.
165 00:20:45.630 ⇒ 00:20:46.230 Uttam Kumaran: Okay.
166 00:20:46.230 ⇒ 00:20:51.960 Scott_Harmon: And so this is clear to me, as elegant is to Utam.
167 00:20:52.380 ⇒ 00:20:57.720 Scott_Harmon: We’re on the 1st step that you outlined, which was, is the service offered.
168 00:20:58.583 ⇒ 00:21:06.800 Scott_Harmon: We haven’t gotten the technicians yet, although that maybe that’s 1 of the tabs. But then you also said once I do that you said I create the
169 00:21:07.310 ⇒ 00:21:09.829 Scott_Harmon: something in evolve. I create this something.
170 00:21:09.830 ⇒ 00:21:10.180 YvetteRuiz: Correct.
171 00:21:10.180 ⇒ 00:21:12.069 Scott_Harmon: A catalogue, or.
172 00:21:12.430 ⇒ 00:21:19.280 YvetteRuiz: Right. So after this spot, let’s say, for instance, it’s a yes, yes, right. I’m sorry. Steven is somebody trying to talk.
173 00:21:21.480 ⇒ 00:21:22.070 Uttam Kumaran: No, I couldn’t go.
174 00:21:22.070 ⇒ 00:21:23.130 Scott_Harmon: Yeah, Miguel is.
175 00:21:23.130 ⇒ 00:21:23.630 YvetteRuiz: Yep.
176 00:21:24.320 ⇒ 00:21:34.439 YvetteRuiz: okay. So yeah. So after I go, the yes, yes. Then I have to. Now go find what inspector does this you had that spreadsheet pulled up. Let me.
177 00:21:34.440 ⇒ 00:21:35.790 Uttam Kumaran: Yes. Yeah.
178 00:21:35.790 ⇒ 00:21:37.719 YvetteRuiz: The Inspector Skill set sheet.
179 00:21:37.720 ⇒ 00:21:38.930 Uttam Kumaran: Correct. Yeah.
180 00:21:39.930 ⇒ 00:21:41.780 YvetteRuiz: Okay, I can drop.
181 00:21:41.780 ⇒ 00:21:43.609 Uttam Kumaran: You the link to here. I can.
182 00:21:47.210 ⇒ 00:21:49.870 YvetteRuiz: Sorry. My! Where is it? At.
183 00:21:50.100 ⇒ 00:21:52.920 Uttam Kumaran: I just put it in the zoom chat as well. If you.
184 00:21:53.410 ⇒ 00:21:54.479 YvetteRuiz: Okay, here we go
185 00:21:58.840 ⇒ 00:22:04.770 YvetteRuiz: alrighty. So then I’m gonna come over here and I’m gonna look for San Antonio.
186 00:22:05.670 ⇒ 00:22:17.579 YvetteRuiz: I’m gonna do the other 7, 8, 2, 0 9. It’s gonna tell me. Yes, we can’t. These are the inspectors that are assigned to those that Zip code. And here are the the guys that can do that.
187 00:22:19.080 ⇒ 00:22:24.440 YvetteRuiz: These are the inspectors that are able to do that service because it told me. Yes.
188 00:22:24.600 ⇒ 00:22:35.579 YvetteRuiz: this is the Zip code. Now from here. I know that I am okay to go in here and schedule on either of these gentlemen. So then I go to my evolve to start building the account to get it on schedule.
189 00:22:35.880 ⇒ 00:22:39.860 Uttam Kumaran: Okay, okay.
190 00:22:40.320 ⇒ 00:22:50.050 Uttam Kumaran: yeah, I mean, like, I, I think the way we’ll we’ll handle this is like one or 2 ways. Most likely we will just start to store this in a in a database.
191 00:22:50.280 ⇒ 00:22:53.539 Uttam Kumaran: and we’ll be able to query, Okay, given the Zip code.
192 00:22:53.980 ⇒ 00:23:08.249 Uttam Kumaran: Find out whether 1st it’s a yes, if yes, identify the person, I think it’s it’s really just mimicking the sort of the organization that’s in here in these in these spreadsheets. There’s there’s additionally.
193 00:23:08.610 ⇒ 00:23:17.520 Uttam Kumaran: you know, more descriptive things at at the top of this, including the maps and other items, are those like relevant? Are there any items there that we should
194 00:23:17.770 ⇒ 00:23:20.410 Uttam Kumaran: keep note of.
195 00:23:22.530 ⇒ 00:23:46.979 YvetteRuiz: I don’t. I? I think, as I’m thinking through a lot of this, like all those notes at the top, I feel like once we determine that we have those spreadsheets laid out, and everything’s tied up until so like at the top, it says dry wood termites only Daryl. So if we were to get everything that that call flow, that I just went that all that stuff goes away. That’s all confusing extra stuff that we gotta go in there and put into flag
196 00:23:47.230 ⇒ 00:23:49.999 YvetteRuiz: to to help us identify that
197 00:23:50.280 ⇒ 00:23:55.069 YvetteRuiz: he’s the only one that can do that as far as the maps.
198 00:23:55.320 ⇒ 00:24:13.299 YvetteRuiz: I don’t think so, Steven. You may want to jump in here because you know what once we get that information, once we created an evolve evolve, should be able to guide us more as far as like the air, you know who’s closest to I I don’t really the the visual of the map. Really, I don’t think that it’s
199 00:24:14.010 ⇒ 00:24:14.550 YvetteRuiz: I don’t know.
200 00:24:14.550 ⇒ 00:24:16.100 Scott_Harmon: So, so this is.
201 00:24:16.100 ⇒ 00:24:17.100 YvetteRuiz: Hear that!
202 00:24:18.050 ⇒ 00:24:21.349 Scott_Harmon: Yeah. So this is something new. Tom will work through with his team, but
203 00:24:22.030 ⇒ 00:24:26.100 Scott_Harmon: it to me it clearly makes sense that what we’ll do is we’ll
204 00:24:26.648 ⇒ 00:24:33.630 Scott_Harmon: use the AI AI to to put this in a database. This just screams, you know, for a real. This is the real, simple relational database problem.
205 00:24:33.760 ⇒ 00:24:46.250 Scott_Harmon: Who Tom’s done this his whole life. He could do it while he’s, you know, sleeping. And the AI can read and write the database super intuitively. So you, the Csrs can ask questions, and then you could also about you. Could
206 00:24:46.620 ⇒ 00:24:49.899 Scott_Harmon: you could use the assistant help you maintain it. Keep it current.
207 00:24:50.040 ⇒ 00:25:02.359 Scott_Harmon: You’re right. So you don’t have to go update 5 cells and blah blah the trick it’s not a trick. One thing you, Tom, you’ll have to recommend is, we will need a visual representation for them to use going forward.
208 00:25:02.930 ⇒ 00:25:07.190 Scott_Harmon: And so, you know, you can use Israel metaphor.
209 00:25:07.190 ⇒ 00:25:12.339 Uttam Kumaran: Visual representation, meaning like, in order to make updates, or in order to just see the table layout.
210 00:25:12.820 ⇒ 00:25:18.030 Scott_Harmon: You know, in our in our design, Doc, we’ve said they’ll still have a document they can look at without.
211 00:25:18.130 ⇒ 00:25:21.960 Scott_Harmon: you know, without the assistant. Right? So the question is.
212 00:25:22.370 ⇒ 00:25:26.970 Scott_Harmon: will it? You know? And it could just be a spreadsheet. You could use smart sheets or whatever you want, right like
213 00:25:27.120 ⇒ 00:25:34.279 Scott_Harmon: like that’s up to you. I think it’s not a hard problem. But they they they’re gonna want to. Still look at the document.
214 00:25:34.930 ⇒ 00:25:35.330 Uttam Kumaran: Yes.
215 00:25:35.330 ⇒ 00:25:37.950 Scott_Harmon: And and so.
216 00:25:38.590 ⇒ 00:25:45.250 Uttam Kumaran: You’re totally right, you know. I think, yeah, I think we may either. I mean, we may either leave it in spreadsheets and sort of have it.
217 00:25:45.520 ⇒ 00:25:48.739 Uttam Kumaran: Basically write back to a database from spreadsheet.
218 00:25:50.700 ⇒ 00:25:59.309 Uttam Kumaran: it seems like right now we’ve we have. And I think this next conversation really is going into sort of the concept of this like Bible, basically. But.
219 00:25:59.680 ⇒ 00:26:22.860 Uttam Kumaran: For different types of data, right? For all text descriptive data, we’ll most likely keep one document. And then for anything that’s relational, we’ll most likely keep us the the way that we can interact and write back to the database can be through the spreadsheet. But we’ll go and like basically clean it up. So it’s like very clear tables. And that way there’s a there’s a representation of that, too.
220 00:26:24.340 ⇒ 00:26:33.630 Scott_Harmon: Yeah. And this is, we could talk about this later. But I was playing around with the smart sheets AI tools on top of smart sheets, and you know, smart sheets is relational underneath.
221 00:26:33.770 ⇒ 00:26:37.749 Scott_Harmon: and they have some really nice, real simple ui tools, for
222 00:26:38.170 ⇒ 00:26:46.199 Scott_Harmon: you know, just letting you visualize data looks like a spreadsheet, so we we should check.
223 00:26:46.200 ⇒ 00:26:46.650 Steven: They watch.
224 00:26:46.650 ⇒ 00:26:48.840 Scott_Harmon: You might like it as kind of the storage.
225 00:26:49.180 ⇒ 00:26:50.100 Scott_Harmon: I’m sorry.
226 00:26:50.450 ⇒ 00:26:58.369 Steven: And again, as as we kind of mentioned earlier, some of the big piece is gonna be the change management and the workflows to update. Because I mean right now, I’m looking.
227 00:26:58.370 ⇒ 00:26:58.700 Uttam Kumaran: Yeah.
228 00:26:58.700 ⇒ 00:27:02.779 Steven: There on the top list. There, there’s 3 sales guys up there that don’t work here anymore. So we all.
229 00:27:04.310 ⇒ 00:27:13.949 Uttam Kumaran: So the so the the nice, the nice thing about like a rotation relational database is. There’s relations meaning if you delete someone here, they can’t exist in another place. So
230 00:27:14.140 ⇒ 00:27:23.560 Uttam Kumaran: keeping this in a database, formats create some rule set around like, okay, we have inspectors, we have zips, we have services. And you create these entities.
231 00:27:24.044 ⇒ 00:27:46.669 Uttam Kumaran: The biggest thing is one. We’re gonna make it so easy. So you can go in and update like flip something to yes or no. You add someone there ideally. Again, we’re pulling. Those live from evolve right? But maybe we get there down the line. Right. But I think if this is the current thing, then our goal is just to mimic this. This actually helps us sort of like
232 00:27:47.030 ⇒ 00:27:56.870 Uttam Kumaran: kick the evolve thing a little bit further down the road and like, clean this up first, st and then it’ll basically be okay. Can we take pieces of it and pull, live from evolve like what are the blockers there.
233 00:27:57.550 ⇒ 00:28:22.700 YvetteRuiz: Yeah, I I would agree with that, because even and I don’t want to go into too deep into it, because I’m trying like to take it in sections and evolve some of this stuff isn’t granular like that. So that’s kind of what got me thinking. You know what I mean, because we base them just based off of a generic service code. And then there’s another layer. So it’s not like, okay, how am I gonna go find that. So I feel that the spreadsheets are going to be helpful. And then we can kind of think through.
234 00:28:23.970 ⇒ 00:28:30.782 YvetteRuiz: Can we? Can can we go through the evolve piece of it, but it just I would. I would really like to kind of stay focused on this right now.
235 00:28:31.010 ⇒ 00:28:32.869 Uttam Kumaran: Okay, great. That makes a lot of sense that helps a lot.
236 00:28:33.582 ⇒ 00:28:45.920 Uttam Kumaran: Because, yeah, the moment we interact with other people and other tools, it’s gonna get a little bit tough so that she helps a lot that we have this year. I guess this, I think I’m clear on sort of what the routing is for.
237 00:28:46.090 ⇒ 00:28:50.900 Uttam Kumaran: for, like this Zip code to inspector to service. Look up.
238 00:28:51.110 ⇒ 00:28:57.290 Uttam Kumaran: I think we have that. And then we also have questions outside of is this service
239 00:28:57.710 ⇒ 00:29:04.289 Uttam Kumaran: and offered, you know. And so one of the things that I want to go through next is sharing this
240 00:29:04.733 ⇒ 00:29:13.150 Uttam Kumaran: sort of this notion of a pest control. Like Bible that we started working on. And we’re using AI to sort of help us build
241 00:29:14.460 ⇒ 00:29:26.210 Uttam Kumaran: this is gonna be where we really try to create a document. That is couple of things. One has all of your information structured in machine readable text, a machine readable meaning
242 00:29:26.671 ⇒ 00:29:46.120 Uttam Kumaran: the current way that Google Docs works, is, it actually has things here to indicate. Headers indicate sub points. All of that. The AI can actually realize that. Okay, this is a section that means there’s some hierarchy here, and so ideally, we will create, like a piece of like a knowledge artifact that anything related to
243 00:29:46.230 ⇒ 00:29:52.799 Uttam Kumaran: test outside of the Zip code inspector stuff. Will
244 00:29:52.860 ⇒ 00:29:58.839 Uttam Kumaran: basically live here. The one thing that we’re going to propose is a format. So
245 00:29:58.850 ⇒ 00:30:10.419 Uttam Kumaran: what are the different types of this? Again, this call goes, the next thing we’ll talk about is sort of this, like the golden data set. But basically, we wanna make sure that for all of our common questions.
246 00:30:10.420 ⇒ 00:30:29.139 Uttam Kumaran: There is a point in which they live in this document or in multiple places in the document. This will be something that we will iterate on I don’t think there’s like, necessarily like a right answer, but at minimum we want to make sure everything’s in here, and then, as time goes by we’ll probably start to consolidate this a little bit more.
247 00:30:29.693 ⇒ 00:30:37.746 Uttam Kumaran: So we’re gonna continue working on this. And I think, Miguel, maybe what we can do is start to tag
248 00:30:38.620 ⇒ 00:30:42.744 Uttam Kumaran: Yvette and Steven where we need more information.
249 00:30:43.450 ⇒ 00:30:49.000 Uttam Kumaran: I don’t know. Do you have any other thoughts on anything we need from the ABC. Team on this Doc.
250 00:30:50.112 ⇒ 00:30:57.070 Miguel de Veyra: I think all of the Helixtatic text is already provided to us. It’s more of like the Csv stuff that we really lacked.
251 00:30:58.200 ⇒ 00:30:58.810 Uttam Kumaran: Okay?
252 00:30:58.960 ⇒ 00:31:01.050 Uttam Kumaran: And then what about for the
253 00:31:01.557 ⇒ 00:31:09.019 Uttam Kumaran: the Google slides, Miguel, like, what? Where? What was? What was in there? And then what do you? How do you think that like ends up in this, Doc?
254 00:31:09.895 ⇒ 00:31:11.270 Miguel de Veyra: I think it won’t be
255 00:31:11.490 ⇒ 00:31:16.630 Miguel de Veyra: cause how many? Cause I yeah, I’m not sure. How many times like, Do we.
256 00:31:16.740 ⇒ 00:31:28.130 Miguel de Veyra: you know, create new Google docs. I I mean new Google Powerpoint presentation. Sorry or stuff like that. But ideally, it’s not gonna be part of this. It’s gonna be like a separate, you know.
257 00:31:28.640 ⇒ 00:31:29.890 Miguel de Veyra: should be a separate.
258 00:31:29.890 ⇒ 00:31:42.699 Scott_Harmon: You know, I learned I learned a little bit about that when I was over there last week’s Miguel. So the Google Doc, the Google, the Powerpoint presentations for the most part of that. Correct me if I’m wrong. Those are the the training.
259 00:31:43.521 ⇒ 00:31:52.240 Scott_Harmon: You know, when you get hired on as a Csr. You go through no higher training, and that’s all the new hired this is, that’s everything you need when you’re
260 00:31:52.370 ⇒ 00:32:00.380 Scott_Harmon: for a new hire, and their new hire training is quite extensive. It takes, you know, weeks and weeks and weeks. So there’s a lot of important information in there.
261 00:32:00.780 ⇒ 00:32:01.810 Scott_Harmon: The
262 00:32:02.530 ⇒ 00:32:11.540 Scott_Harmon: you know. I would say it covers an awful lot. And that information in those Powerpoint slides needs to get into this document because there’s a lot of important knowledge in there.
263 00:32:11.840 ⇒ 00:32:20.360 Scott_Harmon: The second kind of document is that they create. I’m going to use the word ad hoc. You know where they create it. When a Csr has a question
264 00:32:20.900 ⇒ 00:32:28.200 Scott_Harmon: that is sort of new, and they create a how to document. Sometimes they’re called sops. And
265 00:32:28.704 ⇒ 00:32:42.189 Scott_Harmon: they’re just little mini procedures for doing things that they need to know how to do. And then the 3rd kind of document in there and Janice mentioned this. They’re called policy documents. It’s kind of when
266 00:32:42.930 ⇒ 00:32:44.789 Scott_Harmon: the businesses make a
267 00:32:45.360 ⇒ 00:32:51.970 Scott_Harmon: decide on a new policy like, Hey, we’re gonna offer this special, you know. I forgot what she called those events, she had a term for those.
268 00:32:51.970 ⇒ 00:32:52.450 YvetteRuiz: Protocols.
269 00:32:52.450 ⇒ 00:32:53.390 Scott_Harmon: Hot chips.
270 00:32:53.800 ⇒ 00:32:59.850 Scott_Harmon: Yeah, they were called hot hot topics. Yeah, she called them hot topics. And so
271 00:32:59.970 ⇒ 00:33:04.400 Scott_Harmon: when the business just comes up with a new, you know, hey?
272 00:33:07.420 ⇒ 00:33:08.190 YvetteRuiz: We lost it.
273 00:33:08.190 ⇒ 00:33:11.829 Scott_Harmon: She creates, you know. There we call them protocols.
274 00:33:11.830 ⇒ 00:33:12.320 Uttam Kumaran: Yeah.
275 00:33:12.320 ⇒ 00:33:21.199 Scott_Harmon: And so those are the 3 major kinds of documents. But we do have to make sure we can ingest those Powerpoints, because there’s a lot of the foundation.
276 00:33:21.890 ⇒ 00:33:25.229 Scott_Harmon: Not I’ll attend those documents.
277 00:33:25.910 ⇒ 00:33:26.280 YvetteRuiz: Yeah.
278 00:33:26.280 ⇒ 00:33:45.940 Uttam Kumaran: Yeah. So we built this from a lot of that in those docs. I think one thing Miguel, to confirm is that the stuff from the the training ends up in here as well. Whether that ends up merged into everything, or we create a separate training section. Also to leave that to you. But that way we have everything covered. I think the
279 00:33:46.340 ⇒ 00:34:07.970 Uttam Kumaran: the like medium of a presentation to get that through for training. That’s totally fine. We just want to make sure that this has everything in there in one way or another. That way, we begin to only say, Okay, the knowledge will get basically shrink to this document. And then, if we need to talk to the inspector work, it goes there. But those will be like
280 00:34:08.159 ⇒ 00:34:11.169 Uttam Kumaran: basically the subset of of data that will start to.
281 00:34:11.489 ⇒ 00:34:11.969 Scott_Harmon: Yeah, and.
282 00:34:11.969 ⇒ 00:34:12.529 Uttam Kumaran: His knowledge.
283 00:34:12.949 ⇒ 00:34:21.659 Scott_Harmon: Obviously, if we need to convert it into Pdfs and then use the Pdf. Readers, you know, which have just gotten insanely good at pulling in. You know the Pdf. Readers
284 00:34:22.281 ⇒ 00:34:27.399 Scott_Harmon: have gotten insanely good at pulling out all all the knowledge out of a Pdf.
285 00:34:27.897 ⇒ 00:34:31.690 Scott_Harmon: obviously, Miguel, you know all that you could figure out which is the best tool. But
286 00:34:32.239 ⇒ 00:34:35.709 Scott_Harmon: we just we need to get all the information out of them.
287 00:34:36.230 ⇒ 00:34:38.790 Scott_Harmon: or or we’ll have big gaps in this document.
288 00:34:40.320 ⇒ 00:34:42.408 YvetteRuiz: Can I? Can I ask a couple of questions.
289 00:34:43.860 ⇒ 00:34:45.859 Scott_Harmon: Sure so.
290 00:34:47.269 ⇒ 00:35:05.559 YvetteRuiz: So the the one thing that the service descriptions, the service agreements. I kind of just wanted to touch on that, because that was the other thing that we had discussed about, because I do feel that those would have to be. You’ll have to connect with dream to get those, because that’s where they live. I mean, once.
291 00:35:05.560 ⇒ 00:35:05.890 Uttam Kumaran: Okay.
292 00:35:05.940 ⇒ 00:35:16.559 YvetteRuiz: Their soul. They go into evolve, but they live in dream. But that is another big piece that we do use. We do use because that does tell us about our services.
293 00:35:16.560 ⇒ 00:35:24.729 Scott_Harmon: Give us a give us an example or an anecdote, or a story of exactly how a Csr would use those, just to make sure we.
294 00:35:24.730 ⇒ 00:35:32.759 YvetteRuiz: Okay. So if I have a customer that calls in Scott, you’re our customer, and you want to know what is covered under your lawn mowing program.
295 00:35:32.990 ⇒ 00:35:50.459 YvetteRuiz: Then I would have to know what that is, what that description is, and what you’re covered for, to determine how I’m going to handle that, whether it’s something that’s covered, and I need to send someone back out there, or if it’s something that’s not covered, and I need to send someone to get you a a price on that, or to talk through the the agreement.
296 00:35:51.850 ⇒ 00:35:52.499 Scott_Harmon: Is there is that.
297 00:35:52.500 ⇒ 00:35:52.910 Uttam Kumaran: Is, that.
298 00:35:52.910 ⇒ 00:35:53.720 Scott_Harmon: Is that it.
299 00:35:53.720 ⇒ 00:36:00.660 Uttam Kumaran: In one of the is that in one of the documents already in this past folder.
300 00:36:01.280 ⇒ 00:36:15.670 YvetteRuiz: So we have several things in there. So what we’ve done. What we’ve done is we’ve gone in there. We’ve copied the descriptions. And yeah. So you’ll see one of them that says residential menu of services. And it’s gonna have all that. But that’s not even accurate anymore. That’s been in there.
301 00:36:15.940 ⇒ 00:36:16.890 Scott_Harmon: Yeah, that’s.
302 00:36:16.920 ⇒ 00:36:26.286 YvetteRuiz: They’ve changed it so many times like today, they can go in there and say, Hey, we’re gonna adjust this agreement. We’re not gonna do this, which they just did. That stuff doesn’t get passed to us.
303 00:36:26.540 ⇒ 00:36:49.460 Uttam Kumaran: So that that’s that’s what this. What we’re looking at right here is what we’ve most likely taken from those residential, that menu of services and translated into this so very similarly to the evolve problem, that’s what we’ll do. So we’re gonna just make sure that everything in that drive is reflected. Here, I think the big thing for for us to know is
304 00:36:49.830 ⇒ 00:36:55.730 Uttam Kumaran: one. Okay, at some point we’re going to say, cool. All the knowledge is here. We? We’ve mimicked the drive.
305 00:36:55.960 ⇒ 00:37:22.320 Uttam Kumaran: Now, it’s like, Okay, what in here is outdated. And where is it? There doesn’t need to come from right? So for the inspectors. It’s gonna come from evolve from these. There may be things here that don’t live in another source system, right? So that’s 1 thing to know that that’s something that the team needs to maintain. But if there are items here that’s like, pull this from evolve. It would be fantastic if you could just go through this and say, this needs to come from evolve. We shouldn’t be maintaining this manually.
306 00:37:22.620 ⇒ 00:37:25.440 Scott_Harmon: So so I think I think she.
307 00:37:25.440 ⇒ 00:37:28.919 YvetteRuiz: I’m following. There, I am following. There, I yeah.
308 00:37:28.920 ⇒ 00:37:32.419 Scott_Harmon: So so, can you. You didn’t finish your example. So
309 00:37:33.380 ⇒ 00:37:40.679 Scott_Harmon: somebody to Scott calls is this covered on my lawn service? I think what you. You have to open dream.
310 00:37:41.550 ⇒ 00:37:52.739 Scott_Harmon: Look at the service contract and read the language, Tom. This is this is that says, this is Scott Service contract. He bought this. And
311 00:37:53.230 ⇒ 00:37:57.669 Scott_Harmon: and so that isn’t what an actual customer actually bought.
312 00:37:57.970 ⇒ 00:38:00.140 Scott_Harmon: And did I get that correct.
313 00:38:00.790 ⇒ 00:38:02.540 YvetteRuiz: Yes, that’s correct. Yeah, that’s correct. So you’re.
314 00:38:02.540 ⇒ 00:38:17.279 Steven: The only the one thing they, the Csrs, would never open dream they go through. Once it’s signed in dream, the document gets put into evolve documents, they would open it through, evolve that document is created in dream, and then put into evolve. They would go through, evolve to look at it.
315 00:38:17.280 ⇒ 00:38:27.369 Scott_Harmon: So the service contract. The reason it’s important is it allows the Csr to verify what each individual customer bought. And here’s the important part to me
316 00:38:27.920 ⇒ 00:38:32.460 Scott_Harmon: who, Tom? It’s possible. So you’ve got a generic description of a service
317 00:38:32.800 ⇒ 00:38:36.180 Scott_Harmon: which is just some generic description, which is what you’ve got here.
318 00:38:36.300 ⇒ 00:38:40.200 Scott_Harmon: Yeah, right? Pest includes the following 17 pests.
319 00:38:41.360 ⇒ 00:38:44.549 Scott_Harmon: That doesn’t necessarily mean that’s what Scott bought.
320 00:38:44.920 ⇒ 00:38:46.880 Uttam Kumaran: Yeah, makes sense.
321 00:38:49.280 ⇒ 00:38:54.699 Scott_Harmon: Where I live because of some other factors they need to be able to reference that.
322 00:38:55.310 ⇒ 00:38:57.659 Uttam Kumaran: Okay? And it that lives in a ball.
323 00:38:59.360 ⇒ 00:39:14.920 Uttam Kumaran: Yeah. So I think that’s that was, I think, part of it is like this document has everything you know in that drive. And so I just wanna know there’s gonna be items here that don’t live in evolve or don’t live in dream, and just need to know which ones
324 00:39:15.120 ⇒ 00:39:18.629 Uttam Kumaran: which ones those are beyond beyond the service. Descriptions
325 00:39:19.020 ⇒ 00:39:24.590 Scott_Harmon: So I could be getting this wrong. But I think the service
326 00:39:24.980 ⇒ 00:39:31.340 Scott_Harmon: importing the service descriptions from the drive is not gonna be helpful.
327 00:39:32.070 ⇒ 00:39:38.919 Uttam Kumaran: I know, I know, but there’s there’s like a ton of other information. So I think, like, so, service information is just one piece
328 00:39:39.320 ⇒ 00:39:42.129 Uttam Kumaran: I just need to know for all of these items.
329 00:39:42.890 ⇒ 00:39:49.132 Uttam Kumaran: are they that case where they should be coming from dream? Or is it is it something that the team maintains.
330 00:39:49.430 ⇒ 00:40:10.589 YvetteRuiz: So what I could do. And this that’s kind of already what I was kind of doing already when I was going through all this knowing that what you’re what you’re trying to do is like, okay, this stuff. We need to clean this stuff up this, can we can pull this from evolve. We can do this here. These are all the knowledge based stuff that should stay here. So I am currently trying to work on that. I just like I said, my reviews.
331 00:40:10.590 ⇒ 00:40:12.059 YvetteRuiz: No, no, no problems. Yeah.
332 00:40:12.410 ⇒ 00:40:40.449 Uttam Kumaran: That’s that’s totally fine. And in fact, it’s we’re we’re actually just. If we were to go way slower, we would just do one step by by step. We’re gonna keep working on the agent which will have access to this knowledge right? And so we’re still pushing there. But we just want to slot in the right information as we get it. And there still be will be a lot of knowledge here. That will be things that we have to maintain. That’s sort of esoteric or outside the scope of those systems.
333 00:40:40.590 ⇒ 00:40:49.280 Uttam Kumaran: So whenever you get a chance to look at it, the nice thing is this will have everything that exists currently. So we’re gonna keep running on building the agents from this.
334 00:40:50.080 ⇒ 00:40:51.819 Uttam Kumaran: Yeah, so that would be.
335 00:40:51.820 ⇒ 00:40:56.449 YvetteRuiz: I’ve been talking perfect couple of times. I was doing some
336 00:40:58.020 ⇒ 00:41:12.210 YvetteRuiz: There was a question that had came up where I was listening to some phone calls. And then, of course, I was doing some sit alongs with some Csrs, and they were like we’ve got, you know. I I always get confused as far as like, if we’re ha! We have a ongoing problem.
337 00:41:12.620 ⇒ 00:41:17.459 YvetteRuiz: You know, we, a customer, is calling back, and they still have a problem with rodents.
338 00:41:17.730 ⇒ 00:41:31.573 YvetteRuiz: What is the protocol? Are we supposed to send? Are we supposed to send the service manager or the Supervisor? I keep getting told different things I’m like. Well, let’s look for the document. And the document was incorrect.
339 00:41:32.240 ⇒ 00:41:46.700 Uttam Kumaran: So that actually leads me to my next piece. And maybe this is something that maybe we should sit. And do you know, on Monday or on on Tuesday, when we have a chance. Because this is really building the core data set that we will be testing the agent against
340 00:41:46.850 ⇒ 00:41:51.090 Uttam Kumaran: so really similarly like that example, and ideally
341 00:41:51.190 ⇒ 00:41:57.849 Uttam Kumaran: like at least 50. To start would be great to basically start to do the question and answer
342 00:41:58.196 ⇒ 00:42:02.899 Uttam Kumaran: right? And then on top of that, we will also start to categorize the types of questions.
343 00:42:02.960 ⇒ 00:42:30.119 Uttam Kumaran: Is this a is this like a service description, retrieval question, is this an evolve inspector question, right? So we’ll start to categorize them, and then we’ll start to score right? Because every time we make a change to the agent, we need a way to understand is that change improving? And so we’ll get a baseline of how this is evolving on a data set. And then ideally. Again, the the bigger the data set, the richer you know we can be, we can guarantee that success.
344 00:42:31.250 ⇒ 00:42:35.180 Uttam Kumaran: So this would be really helpful to do. Do you think it’s best that we just
345 00:42:35.400 ⇒ 00:42:58.549 Uttam Kumaran: spend time next week, and we can do like sort of like an hour or so on this additionally, if you send me a few meeting recorded a call recordings, I can start to fill this out as well. The last option we can. We can also, you know, use AI to sort of help generate some of these. But ideally, I want to start with a subset that’s, you know, from from your side the the most.
346 00:42:58.830 ⇒ 00:43:01.149 Uttam Kumaran: the easiest and the toughest questions you know.
347 00:43:01.620 ⇒ 00:43:07.470 YvetteRuiz: Yeah, no, definitely. I I think that would be helpful. Do you wanna you wanna do it in a zoom, or do you wanna do it in person, because.
348 00:43:07.470 ⇒ 00:43:08.319 Uttam Kumaran: Zoom is perfect.
349 00:43:08.748 ⇒ 00:43:10.459 YvetteRuiz: 2 day huh zoom.
350 00:43:10.460 ⇒ 00:43:17.380 Uttam Kumaran: Oh, yeah, either one is perfect. If you’re if you’re in town, I’m I’m you know I’m I’m happy to be in town, but I don’t. You know.
351 00:43:17.380 ⇒ 00:43:27.439 Steven: I would I would try and include definitely Janice. Maybe one or 2 other Csr leads, or someone that obviously is on the phone more than you are now that could help with some of those.
352 00:43:28.020 ⇒ 00:43:29.580 YvetteRuiz: Yeah, yeah.
353 00:43:29.580 ⇒ 00:43:30.420 Uttam Kumaran: That would be amazing.
354 00:43:30.420 ⇒ 00:43:31.559 YvetteRuiz: Started building
355 00:43:31.730 ⇒ 00:43:46.129 YvetteRuiz: some of the I’ve already started building kind of that call flow already. With some of those answers. I mean, I started with the actual, the example I gave you guys earlier. You know what I mean, what are they calling about? What if it’s this type of service? And where does it go? From? Those.
356 00:43:46.575 ⇒ 00:43:48.380 Uttam Kumaran: Just kind of going down that call flow.
357 00:43:48.380 ⇒ 00:43:52.049 Scott_Harmon: So as we do this and this. Now, the rubbers meeting the road. So this.
358 00:43:52.560 ⇒ 00:43:53.070 YvetteRuiz: Terribly.
359 00:43:53.070 ⇒ 00:43:59.320 Scott_Harmon: Exciting. To to which I’ve I just want to add one thought to this exercise. Remember.
360 00:43:59.530 ⇒ 00:44:08.129 Scott_Harmon: everything in life and business is the 80 20 rule. So 20% of the questions are just the trickiest, hardest.
361 00:44:08.270 ⇒ 00:44:09.920 Uttam Kumaran: Most valuable.
362 00:44:10.320 ⇒ 00:44:17.580 Scott_Harmon: You could come. And so I would just urge you to think about the hard, valuable, tricky
363 00:44:17.810 ⇒ 00:44:19.549 Scott_Harmon: 20%. First, st
364 00:44:19.720 ⇒ 00:44:27.599 Scott_Harmon: because that’s what’s gonna move the needle right? And so, as you think about, you could come up with a hundred questions, I’m sure, if you ask, you know. But
365 00:44:27.800 ⇒ 00:44:40.209 Scott_Harmon: the most. Then you say, Okay, here’s the 20% that are really problematic. We lose customers, or we, you know those. And so that that gives us a north star to really focus on as we could do, the 1st prototypes.
366 00:44:40.760 ⇒ 00:44:42.950 YvetteRuiz: Completely agree. Yes, got it
367 00:44:43.150 ⇒ 00:45:01.630 YvetteRuiz: understood on that. And and then I my last question was, I’m so sorry. So the the second piece to this with this whole scheduling guide, Scott, which was the the sheet that you’re referring to, is now the service is sold. I have to schedule it.
368 00:45:02.430 ⇒ 00:45:12.549 YvetteRuiz: Who is who should I? Who do? I need to schedule it on? Who do I schedule this on right? Who covers that area? Who has that skill? Set sheet and
369 00:45:12.720 ⇒ 00:45:27.851 YvetteRuiz: is our is that technician? Well, I’ll use a rodent technician as an example. That technician depending on the type of roof they’re categorized A, BC, right? And a an a road in tech is gonna have all these skills. They can do all this type of road
370 00:45:28.230 ⇒ 00:45:47.423 YvetteRuiz: they can do all kinds of roof work. So with that we have the that massive sheet that you’re looking at the lawn. They that’s the that’s the scheduling piece of it. So that’s the secondary part. So you got initially the 1st calls, the 1st calls that come in to schedule the service, and then once it’s sold. It’s who do. I schedule this on.
371 00:45:47.780 ⇒ 00:45:48.600 YvetteRuiz: So that’s.
372 00:45:48.600 ⇒ 00:45:48.920 Scott_Harmon: Okay.
373 00:45:48.920 ⇒ 00:45:51.250 YvetteRuiz: Piece, and I think that we can mimic this.
374 00:45:51.820 ⇒ 00:45:54.490 Scott_Harmon: Would those be one phone call? Typically or 2 of it?
375 00:45:57.980 ⇒ 00:45:58.800 Scott_Harmon: Once it.
376 00:45:58.800 ⇒ 00:45:59.670 YvetteRuiz: He’s old.
377 00:46:00.540 ⇒ 00:46:03.200 Scott_Harmon: Yeah. So you said, you keep saying once it’s sold.
378 00:46:03.300 ⇒ 00:46:11.739 Scott_Harmon: So I I get. I get the 1st step do you offer in my region. Blah blah blah! Look it up at the spreadsheet. Blah blah blah! Yes, hey! This is great. And
379 00:46:11.870 ⇒ 00:46:16.790 Scott_Harmon: and then then magic happens, called a sale.
380 00:46:17.330 ⇒ 00:46:22.950 Scott_Harmon: and and does the Csr do the sale? And do they do it on the same phone call?
381 00:46:23.150 ⇒ 00:46:26.020 Scott_Harmon: And then now it needs to be scheduled. So is that
382 00:46:26.260 ⇒ 00:46:30.260 Scott_Harmon: who and then how many phone calls to do those 3 steps is what I’m asking.
383 00:46:30.900 ⇒ 00:46:42.369 YvetteRuiz: So that’s that’s step 2. So it’s a second phone call, whether it be through email chat, or however, we’re we’re getting a hold of the customer, but that is a second, a second call to that customer.
384 00:46:42.907 ⇒ 00:46:46.030 YvetteRuiz: to go in there and get the service scheduled.
385 00:46:47.930 ⇒ 00:47:17.810 Steven: So what happened? Hold on, clarify. So so someone calls in, Yeah, do you do road work here? Yes, the Csr. Depending on the service again, rodent. We would send an outside sales inspector to go meet with a customer and look at the house. If it’s pest control we can sell it inside, they might transfer it to an inside salesperson who would give them a pricing and that time inside given price. Yeah, good. To go. Then anybody you could take from their inside sales person would sell there and then they could actually schedule it right inside. Sales could.
386 00:47:17.930 ⇒ 00:47:19.230 YvetteRuiz: So outside of.
387 00:47:19.610 ⇒ 00:47:20.520 Steven: It goes.
388 00:47:20.710 ⇒ 00:47:21.520 Steven: Yeah.
389 00:47:21.520 ⇒ 00:47:23.250 Scott_Harmon: So there’s there’s 3 steps.
390 00:47:23.940 ⇒ 00:47:32.509 Scott_Harmon: One is, I’m just gonna call it pre-qualification. Do do you offer or not? Yes, great. Then the Csr hands it off to someone
391 00:47:32.810 ⇒ 00:47:38.440 Scott_Harmon: which is either an inside or outside salesperson that goes and does an inspection or gets on the call, and.
392 00:47:38.580 ⇒ 00:47:43.919 Scott_Harmon: you know, qualifies the customer and tells them how much it’ll be, and sends them a service contract, and
393 00:47:44.800 ⇒ 00:47:49.560 Scott_Harmon: you know the customer, I guess, probably docusigns it, or whatever, and
394 00:47:49.790 ⇒ 00:47:53.559 Scott_Harmon: and then step 3 happens. It goes back to the Csr
395 00:47:54.060 ⇒ 00:47:56.980 Scott_Harmon: and the Csr schedules the actual
396 00:47:57.560 ⇒ 00:48:02.519 Scott_Harmon: service. Hey? Okay, somebody could come out. Do I have this right 3 steps
397 00:48:03.030 ⇒ 00:48:08.230 Scott_Harmon: starts with a Csr goes to a salesperson, comes back to it. Is that right? Did I describe it correctly?
398 00:48:08.670 ⇒ 00:48:10.345 YvetteRuiz: Yeah, that is correct. Yes,
399 00:48:10.680 ⇒ 00:48:14.829 Scott_Harmon: Wow! And the salesperson could be inside or outside, depending on that.
400 00:48:14.830 ⇒ 00:48:21.580 YvetteRuiz: That’s correct. And I did. I I felt it. But I did break it down on the on the email that I sent it to you because I was trying to do it step by step.
401 00:48:21.750 ⇒ 00:48:26.117 YvetteRuiz: as the Csr is getting, the question would determine where that call goes. Yeah.
402 00:48:27.050 ⇒ 00:48:29.059 Scott_Harmon: I I can be kind of slow, but when I get it I.
403 00:48:29.462 ⇒ 00:48:33.487 YvetteRuiz: It’s a it’s it’s a it’s a lot, you know.
404 00:48:34.450 ⇒ 00:48:35.150 Scott_Harmon: Got it.
405 00:48:35.441 ⇒ 00:48:51.760 YvetteRuiz: But yeah. So my question was, is, I, I feel like we could probably do the same format with what we’re doing with this when they go in there, and they do the search engine, saying, This is a rodent cell. The technician needs an a skilled, and they can populate all those options for them.
406 00:48:52.480 ⇒ 00:48:54.529 YvetteRuiz: I would think that that would be the same.
407 00:48:54.940 ⇒ 00:48:55.290 Uttam Kumaran: Yes.
408 00:48:55.730 ⇒ 00:48:56.640 YvetteRuiz: Okay.
409 00:48:58.030 ⇒ 00:48:58.555 YvetteRuiz: Alright.
410 00:49:00.160 ⇒ 00:49:01.993 YvetteRuiz: That was my last question.
411 00:49:03.860 ⇒ 00:49:14.399 Uttam Kumaran: So let’s plan on. I mean, if it maybe let me know. I mean, I would love to try to do this as early in the week next week as possible. Zoom is totally fine, you know. I
412 00:49:15.770 ⇒ 00:49:21.350 Uttam Kumaran: no difference to me, but if you’re in, if you’re in the office on Monday or Tuesday. That would be great, too.
413 00:49:22.550 ⇒ 00:49:26.051 YvetteRuiz: And we’ll be there in Austin Monday and Tuesday.
414 00:49:26.600 ⇒ 00:49:31.059 YvetteRuiz: Tuesday. I have a little bit of appointments, but I can definitely make time on Monday, for sure.
415 00:49:31.260 ⇒ 00:49:35.609 Uttam Kumaran: Okay. Monday, if, like, I’m sort of free after
416 00:49:36.420 ⇒ 00:49:39.810 Uttam Kumaran: like 2 30. So I can probably be there at 3. If that works.
417 00:49:39.960 ⇒ 00:49:41.029 Uttam Kumaran: It’s not too late.
418 00:49:42.540 ⇒ 00:49:45.369 YvetteRuiz: You made me come back late to San Antonio. Well, maybe we should.
419 00:49:45.370 ⇒ 00:49:49.974 Uttam Kumaran: Well, I could. Okay, I could do. I could. I could try to aim for earlier as well.
420 00:49:50.920 ⇒ 00:49:53.829 Uttam Kumaran: like. If if around noon works. I could try to do that as well.
421 00:49:53.830 ⇒ 00:49:55.781 YvetteRuiz: I could do. I could do noon.
422 00:49:56.350 ⇒ 00:49:58.050 Uttam Kumaran: Okay, maybe let’s plan on.
423 00:49:58.690 ⇒ 00:50:01.709 Uttam Kumaran: Yeah, maybe let’s plan on noon. And then I could book something.
424 00:50:02.200 ⇒ 00:50:02.770 YvetteRuiz: Okay.
425 00:50:03.480 ⇒ 00:50:04.345 Uttam Kumaran: Okay.
426 00:50:05.210 ⇒ 00:50:05.970 YvetteRuiz: Yeah.
427 00:50:08.400 ⇒ 00:50:09.140 Uttam Kumaran: Great.
428 00:50:10.920 ⇒ 00:50:26.410 Uttam Kumaran: Okay, perfect. I know we’re a little over on time. Maybe for next week I may make this a little bit longer, because I know we usually we have a lot to talk about. This is really helpful with the inspector, zip codes. And then, yeah, I’ll just. I’ll sort of send a couple of the asks
429 00:50:26.948 ⇒ 00:50:30.849 Uttam Kumaran: that we need help with. But again, we’re gonna continue to keep moving forward.
430 00:50:31.367 ⇒ 00:50:51.349 Uttam Kumaran: And then by next week. We’re gonna have 2 things we didn’t get to today to share one. We’re starting to get logs back from the AI agents. So next week we’ll share, actually like what the dashboard looks like of. Here’s how many questions there were, and also how we’re looking at the actual logs. We’ll then begin to score each response as well.
431 00:50:51.715 ⇒ 00:51:18.790 Uttam Kumaran: As I mentioned, the data set helps not only to make sure it’s right, but like a concept of how right? And there are a couple of ways of of sort of measuring that that way. We’ll get a sense of okay, our our scores going up. So we’ll look at both the amount of questions that are getting asked. And then what are the scores on those questions? What are the types of questions? And sort of hopefully by next week. Have this like feedback loop. We’re still working on the Google Chat work. We haven’t got to that yet.
432 00:51:19.189 ⇒ 00:51:26.740 Uttam Kumaran: But the looks like the accounts and everything are good from Tim. So we will get to that. Hopefully poke at it this week as well.
433 00:51:28.370 ⇒ 00:51:34.050 Steven: I know on the the notion page there. Just make sure I’m not missing anything on the ABC.
434 00:51:34.050 ⇒ 00:51:34.600 Uttam Kumaran: Yes, of course.
435 00:51:34.600 ⇒ 00:51:43.449 Steven: Page under the goals of the Prds. And then, like on the timeline, it shows no access. You don’t have access to view this database. Is there supposed to be anything there or or no?
436 00:51:44.325 ⇒ 00:52:00.330 Uttam Kumaran: There is nothing there right now. We have. We’re sort of a little bit like we sort of. We started creating tickets, and then we’re we sort of zoomed a little bit back out. Once we got some more information. I think we’re gonna go create it a timeline view. There’s nothing there right now, though.
437 00:52:00.840 ⇒ 00:52:10.119 Steven: Gotcha. Okay, just making sure I wouldn’t. Not able to see something. Then on again on the evolve piece, you know, like Yvette said, I think right now it’s better work through her spreadsheets and her stuff. But we did.
438 00:52:10.120 ⇒ 00:52:10.490 Uttam Kumaran: Yes.
439 00:52:10.490 ⇒ 00:52:16.080 Steven: Talked with Julie. You know we’re gonna keep Julie in the loop, but he pretty much told us to like, Hey, if we need to talk straight, to evolve.
440 00:52:16.200 ⇒ 00:52:26.000 Steven: we should have access to that. So when that time is right, or if you just want to set up a meeting with them straight through them, just to explain what we’re trying to do and whatever. But yeah, we should have access to
441 00:52:26.110 ⇒ 00:52:26.980 Steven: straight to evolve.
442 00:52:27.740 ⇒ 00:52:29.030 Uttam Kumaran: Okay. Okay. Great.
443 00:52:32.056 ⇒ 00:52:33.759 YvetteRuiz: Thank you so much.
444 00:52:34.790 ⇒ 00:52:36.420 Uttam Kumaran: Everyone. Anyway, I’ll I’ll
445 00:52:36.653 ⇒ 00:52:42.480 Uttam Kumaran: I’ll send an invite for for Monday, and then I’ll just make sure everybody here is also added, so you can tune in via zoom.
446 00:52:42.820 ⇒ 00:52:43.650 Miguel de Veyra: How’s it going.
447 00:52:43.650 ⇒ 00:52:45.569 Scott_Harmon: Okay. Thank y’all.
448 00:52:45.570 ⇒ 00:52:46.170 Uttam Kumaran: Thanks. Everyone.
449 00:52:46.170 ⇒ 00:52:47.860 YvetteRuiz: Guys have a good weekend.
450 00:52:47.860 ⇒ 00:52:48.250 Uttam Kumaran: Thanks.
451 00:52:48.250 ⇒ 00:52:48.920 Steven: Alright, bye.