Meeting Title: Brainforge x ABC Home and Commercial: Weekly Project Check Date: 2026-03-12 Meeting participants: read.ai meeting notes, Matt’s Notetaker (Otter.ai), Amber Lin, JanieceGarcia, Pranav, Uttam Kumaran
WEBVTT
1 00:03:37.670 ⇒ 00:03:38.730 Amber Lin: Hello!
2 00:03:44.490 ⇒ 00:03:46.130 JanieceGarcia: How are you, Amber?
3 00:03:46.700 ⇒ 00:03:52.440 Amber Lin: I’m pretty good. It’s tax season, so I’m stressing a little bit. Other than that, pretty good.
4 00:03:54.480 ⇒ 00:03:55.470 Amber Lin: What about you?
5 00:03:58.360 ⇒ 00:03:59.890 JanieceGarcia: Good, good!
6 00:04:02.350 ⇒ 00:04:08.409 Amber Lin: I know Yvette and Matt is not coming today, so, Pranav will be here.
7 00:04:08.870 ⇒ 00:04:10.130 JanieceGarcia: Hang on a bit.
8 00:06:10.950 ⇒ 00:06:22.489 Amber Lin: I’ll get started on the general of this, and then Panav has some interesting progress that I’ll have him share once he gets on. I think he’s still stuck in a meeting, so…
9 00:06:22.540 ⇒ 00:06:23.230 JanieceGarcia: Okay.
10 00:06:34.920 ⇒ 00:06:36.030 Amber Lin: Hey, dude.
11 00:06:36.030 ⇒ 00:06:37.370 Pranav: Sorry for the delay.
12 00:06:37.370 ⇒ 00:06:39.060 Amber Lin: Hi there, awesome, you’re here.
13 00:06:39.060 ⇒ 00:06:42.309 JanieceGarcia: We’re good. Yeah. Sorry about that. How’s everyone’s week going?
14 00:06:43.480 ⇒ 00:06:43.980 JanieceGarcia: There you go.
15 00:06:45.030 ⇒ 00:06:45.640 Pranav: Cool.
16 00:06:46.660 ⇒ 00:06:50.599 Pranav: Okay, I see Janice here here. Is Yvette joining us today?
17 00:06:50.830 ⇒ 00:06:52.529 JanieceGarcia: No, she’s out today. Her and Matt are out.
18 00:06:53.280 ⇒ 00:06:54.210 Pranav: Gotcha, gotcha.
19 00:06:54.210 ⇒ 00:06:54.740 JanieceGarcia: millennium.
20 00:06:55.170 ⇒ 00:06:56.040 Pranav: Okay, cool.
21 00:06:56.240 ⇒ 00:06:59.580 Pranav: Amber, were you just sharing the presentation?
22 00:06:59.580 ⇒ 00:07:02.859 Amber Lin: I was just gonna start, but you got here right on time.
23 00:07:02.860 ⇒ 00:07:07.120 Pranav: Okay, perfect, perfect, yeah, sorry about that, I just lost a little bit of track of time.
24 00:07:07.430 ⇒ 00:07:10.289 Pranav: Let’s hop into it.
25 00:07:12.070 ⇒ 00:07:14.040 Pranav: Just gonna share my screen…
26 00:07:27.830 ⇒ 00:07:29.110 Pranav: Okay, cool.
27 00:07:31.880 ⇒ 00:07:33.430 Pranav: Alright, you guys can see my screen?
28 00:07:34.490 ⇒ 00:07:50.959 Pranav: Perfect. Okay. So, just kind of wanted to have a little bit of a longer presentation today. We set up a lot of different reports, but also just, like, kind of for next steps of work, since we’re kind of wrapping up a lot of what we’ve been working on for the last few months.
29 00:07:51.070 ⇒ 00:07:59.829 Pranav: So, yeah, just kind of want to go over just the overall progress up until now, what we’ll be wrapping up in the next couple days.
30 00:08:00.480 ⇒ 00:08:01.839 Pranav: And then…
31 00:08:01.870 ⇒ 00:08:12.850 Pranav: Also, anti-usage, the things we’ve been talking about for the last few weeks, which are central docs, migration, zip code, and then what
32 00:08:12.850 ⇒ 00:08:26.009 Pranav: we’ve kind of been talking about, Janiece, we’ve talked about it on 101, I’ve also talked about 101 with Yvette, and then internally, we’ve talked about it a ton. Just, like, now that we’ve, like, are wrapping up this migration, what does it allow us to do more confidently?
33 00:08:26.050 ⇒ 00:08:30.270 Pranav: And, yeah, we’ll get to that at the end. I think we’ll have a really good discussion about that.
34 00:08:30.360 ⇒ 00:08:33.869 Pranav: But yeah, just to start off with,
35 00:08:35.280 ⇒ 00:08:54.239 Pranav: this is just, like, what we have to wrap up for March. I know migration has taken a couple of months at this point. Like I said, it really is the backbone to a lot of the future things that we’re gonna be working on, which I’ll get to at the end. But you’ll see here, like, we’re making really good progress, we’re on time for all of our deliverables.
36 00:08:54.240 ⇒ 00:09:04.830 Pranav: The last few things that we need to do is get some feedback from y’all on the central dock restructuring. I know, Janiece, you said you’d send me some emails to, like.
37 00:09:04.920 ⇒ 00:09:08.969 Pranav: facilitate, like, the sharing of all those central docs.
38 00:09:09.770 ⇒ 00:09:11.690 Pranav: Do you have that email list?
39 00:09:12.230 ⇒ 00:09:17.070 JanieceGarcia: I can get it for you. It’s everybody that’s on our call for tomorrow.
40 00:09:17.860 ⇒ 00:09:19.090 Pranav: I can just pull that thumb.
41 00:09:19.470 ⇒ 00:09:27.460 JanieceGarcia: And I know that they’ve… some of them have already been requesting access, so I don’t know… everybody should have requested access by now, but…
42 00:09:28.220 ⇒ 00:09:28.680 Pranav: Okay.
43 00:09:28.680 ⇒ 00:09:29.060 JanieceGarcia: I just…
44 00:09:29.060 ⇒ 00:09:34.169 Pranav: I will look into that. If they haven’t, I’ll just pull from that meeting and then just provide them access.
45 00:09:34.170 ⇒ 00:09:34.730 JanieceGarcia: Okay.
46 00:09:35.170 ⇒ 00:09:35.850 Pranav: Yeah.
47 00:09:35.850 ⇒ 00:09:39.490 JanieceGarcia: But yes, it’s all the trainers. It’s the group of trainers that you’re going to meet tomorrow.
48 00:09:40.110 ⇒ 00:09:42.069 Pranav: Cool, cool.
49 00:09:42.090 ⇒ 00:09:57.470 Pranav: And then, yeah, so after that, what we’re gonna do is then, with this new migration, set up these new documents as that knowledge base. And so that’s gonna be started next week, and then basically for the final week of March, it’s just going to be…
50 00:09:57.470 ⇒ 00:10:15.500 Pranav: setting up this new… from your perspective, it’s not gonna look any different. Still gonna be an application or a chatbot within, Gmail that you guys can interface with, but from our end, we will be doing a full, like, redeploy of this new, migrated app.
51 00:10:15.910 ⇒ 00:10:17.350 Pranav: And,
52 00:10:17.570 ⇒ 00:10:23.409 Pranav: Yeah, so that’s a little bit about… and, like, you’ll notice, too, like, on this timeline, the main thing I wanted you guys to see was that March 28th.
53 00:10:23.650 ⇒ 00:10:29.840 Pranav: 27th, we’ll have everything completed, and that’s when we can get started on, like, new stuff for April.
54 00:10:32.770 ⇒ 00:10:38.520 Pranav: And then, yeah, we can kind of just quickly go over usage. We don’t need to spend a ton of time here.
55 00:10:42.960 ⇒ 00:10:56.430 Pranav: But yeah, exchanges look right about the same. One thing that I will also be talking about… I can, zoom in a little bit here.
56 00:10:57.470 ⇒ 00:11:03.660 Pranav: One thing I’ll talk about later is just… things that I’m noticing…
57 00:11:03.890 ⇒ 00:11:08.450 Pranav: In home improvement, and then also…
58 00:11:08.900 ⇒ 00:11:16.759 Pranav: Yeah, lawn and commercial. These are the… and we’ve known this for some time, right? There’s the least amount of usage within those three departments.
59 00:11:16.850 ⇒ 00:11:29.609 Pranav: how can we fix that? How can we get them to the point where they’re at, like, with mechanical and pest? And so, we have some cool things that we want to do in April to diagnose that, and then also just fix that.
60 00:11:29.720 ⇒ 00:11:36.579 Pranav: And we’ve already talked about a little bit with, like, the transcripts, how that could help facilitate that.
61 00:11:36.930 ⇒ 00:11:56.270 Pranav: But, yeah, kind of just, like, a quick overview on the three things that we talk about every week. Central dock overhaul, we’re very close on that, you know, we have done the overhaul internally, now we just want to get the finishing touches, final feedback from y’all, and then we can go forward just with, finishing up the migration.
62 00:11:56.270 ⇒ 00:11:59.789 Uttam Kumaran: Do we have an example of that, Pranav, or do we have the one we looked at yesterday?
63 00:12:00.150 ⇒ 00:12:02.090 Uttam Kumaran: Andy?
64 00:12:02.800 ⇒ 00:12:04.290 Pranav: Of, the central dock?
65 00:12:04.290 ⇒ 00:12:07.280 Uttam Kumaran: Yeah, or, like, one of the ones where we ran our process on.
66 00:12:09.310 ⇒ 00:12:15.939 Pranav: Oh, yes. Yeah, so, like, with our process, like, within cursor, you’re talking about?
67 00:12:15.940 ⇒ 00:12:19.609 Uttam Kumaran: Yeah, or I just think it’s helpful just to flash up, like, kind of, like, what it looks like, and…
68 00:12:19.710 ⇒ 00:12:30.829 Uttam Kumaran: And, if you guys already ran, yeah, the… the fix, just to show Janice, like, how… how, like, how much we… we consolidated, and sort of, like, how we’re thinking about
69 00:12:31.610 ⇒ 00:12:32.420 Uttam Kumaran: The new dog?
70 00:12:33.080 ⇒ 00:12:47.699 JanieceGarcia: I will even say that today, because I met with, the mechanical or the dispatch trainer and manager, so I met with Ashley and Cass this morning, and so we looked at their central doc, and seeing the…
71 00:12:49.120 ⇒ 00:12:57.380 JanieceGarcia: the… the difference in, like, 300 and something pages from the original doc to now, like, 174, that’s huge.
72 00:12:58.710 ⇒ 00:13:05.079 JanieceGarcia: That is huge, but what we were discussing, and this is why I was bringing it up to you, Pranav, was also
73 00:13:05.560 ⇒ 00:13:20.059 JanieceGarcia: do we go ahead? Because I don’t want the dispatch processes to be overrun or taken by the mechanical CSR side, because it is two different levels. So you have, you know, the CSR that’s going to
74 00:13:20.470 ⇒ 00:13:27.829 JanieceGarcia: schedule and do things, but then you have… if there’s actual, like, bid work or project work that’s going to be done, that’s handled by dispatch, so…
75 00:13:28.270 ⇒ 00:13:34.639 JanieceGarcia: That’s why I was saying, do we actually keep those two separate, and would it not be as big?
76 00:13:35.630 ⇒ 00:13:43.049 Pranav: Yeah, I see what you’re saying. So, what we have planned for April, and, we can talk about it a little bit right now, too, it’s just… and…
77 00:13:43.760 ⇒ 00:13:59.990 Pranav: essentially, we don’t want people always having to go into these docs themselves and having to update them, and so we have a really cool plan for how we can mitigate that for April. I know that’s getting exciting, right? So I talked to Yvette about that as well. She was very pumped about that.
78 00:13:59.990 ⇒ 00:14:07.229 Pranav: And so I think this will actually, like, solve both problems, you know? Like, the issues with restructuring, and then also with just having
79 00:14:07.320 ⇒ 00:14:18.780 Pranav: maybe two things that could have been separated if they’re, you know, manually updating docs, since we’re gonna be using, a new process to update that going forward in April.
80 00:14:19.060 ⇒ 00:14:22.900 Pranav: I think we can keep it as one dock. It won’t be an issue.
81 00:14:23.320 ⇒ 00:14:24.240 JanieceGarcia: Okay, cool.
82 00:14:25.130 ⇒ 00:14:30.349 Pranav: Yeah, but to Uten’s point too, like, and you probably already saw a lot of this,
83 00:14:30.830 ⇒ 00:14:33.760 Pranav: These docs are much smaller,
84 00:14:34.720 ⇒ 00:14:39.450 Pranav: Yeah, this is still loading the pages. And then, this one right here.
85 00:14:40.040 ⇒ 00:14:53.220 Pranav: Another thing that, we didn’t talk about is just, like, the… the restructure part was a huge thing. Now, there’s a very consistent structure across all of these central docs, and that’s really gonna help with accuracy. Yeah.
86 00:14:53.550 ⇒ 00:15:06.009 Pranav: So… and then going forward, we don’t want that restructuring to, like, be a, you know, a victim to, like, the triage tickets, and then constantly making updates into the documents.
87 00:15:06.140 ⇒ 00:15:10.719 Pranav: So, that’s where what we’re gonna work on in April is really gonna help us out.
88 00:15:10.970 ⇒ 00:15:11.899 JanieceGarcia: Right, yep.
89 00:15:11.900 ⇒ 00:15:12.440 Pranav: What?
90 00:15:12.840 ⇒ 00:15:13.660 JanieceGarcia: Yep, yep, yep.
91 00:15:14.270 ⇒ 00:15:14.940 Pranav: Cool.
92 00:15:16.590 ⇒ 00:15:23.819 Pranav: And then, for zip codes, so we had Casey do a report on… with this…
93 00:15:24.020 ⇒ 00:15:35.330 Pranav: the… the DB updates that he made to zip codes with some of the issues we saw come in through the triage tickets, we did a rerun via, like, our new app that is…
94 00:15:35.460 ⇒ 00:15:49.730 Pranav: that we’re gonna push out in the next 2 weeks, and we saw these things that were really good signs of increased functionality, and specifically about accuracy, and then execution time. So…
95 00:15:49.780 ⇒ 00:16:09.610 Pranav: what we did was we took all the incorrect answers that we saw in linear come in via the triage tickets, with the, like, basically within clicked thumbs down, right? And so, with those 106 answers, we saw that now only 36 of them are incorrect. So that’s, like, a 58% decrease.
96 00:16:10.350 ⇒ 00:16:29.309 Pranav: with another one with execution time, we saw just the overall, it’s going… it’s down by 25% plus. I said 25% plus because we didn’t do as big of a sample size as we wanted to, but with the sample size that we did, I’m very confident that it’s going to be 25% plus.
97 00:16:29.340 ⇒ 00:16:43.289 Pranav: And then lastly, what we’ve really focused on for this week was just, like, for those prompts that were taking the longest execution time, how… how much have we reduced that by? And it’s a lot to… in summary, like.
98 00:16:43.810 ⇒ 00:16:56.010 Pranav: for the top 10, that’s for the longest execution time for the current app, with this new app, it’s going to be much less. It went from 58 seconds to 4.6 seconds. So… Nice.
99 00:16:56.800 ⇒ 00:17:09.519 Pranav: yeah, these are all good signs, like, these are all what we knew was going to be possible by doing this migration, and so now we’re seeing, like, all those efforts, you know, actually pay off. Yeah. Yeah.
100 00:17:09.690 ⇒ 00:17:14.570 JanieceGarcia: So, can I ask, Pranav, too, because I know I had messaged you about the satellites.
101 00:17:14.849 ⇒ 00:17:33.700 JanieceGarcia: when we went through the database, and I did go ahead and I added, the one that I noticed, and there was actually a zip code missing, and those things can happen, it definitely can happen. Do you know on any of the reports or anything that y’all ran that the satellite tab was actually added into the database?
102 00:17:35.200 ⇒ 00:17:36.530 Pranav: Yeah, so…
103 00:17:37.080 ⇒ 00:17:51.719 Pranav: Specifically satellites, I’m not sure of. I know Casey did go through that entire sheet, and then reassess page by page to see, like, how are we extracting the zip codes and then populating that into the zip code DB.
104 00:17:51.810 ⇒ 00:17:58.980 Pranav: I will do a specific, like, look into the satellite tab, though, and I’ll get back to you on that.
105 00:17:59.110 ⇒ 00:18:00.380 Amber Lin: Yeah. I…
106 00:18:00.380 ⇒ 00:18:13.800 JanieceGarcia: I went ahead and I… I started adding already. Oh, okay. So I did, I mean, it’s not… it’s definitely not hard, and I’ve been able to use it, for example, so I’m showing the trainers whenever I’m meeting with them also how the database actually works.
107 00:18:13.850 ⇒ 00:18:25.720 JanieceGarcia: So it’s been really good for examples and being able to see that, and y’all will notice, probably, too, I added myself in there as a person, and I did it as a test run.
108 00:18:25.720 ⇒ 00:18:39.679 JanieceGarcia: To show, like, how the steps of adding a person, adding the assignments with the zip codes, the services, or a branch, and then how… and then backwards. How do you remove assignments, remove zip codes, and then also remove a person? So for…
109 00:18:39.700 ⇒ 00:18:42.810 JanieceGarcia: Activating a new employee, and then deactivating.
110 00:18:43.000 ⇒ 00:18:43.790 JanieceGarcia: Goes well, still.
111 00:18:43.790 ⇒ 00:18:44.470 Pranav: Perfect.
112 00:18:44.470 ⇒ 00:18:45.829 JanieceGarcia: It’s a good practice?
113 00:18:46.000 ⇒ 00:19:00.440 Amber Lin: I do think for the satellite page, we broke it down by the individual satellites. So, I think you… what you’d be able to find is, if, say, Waco is one of the satellites, it would be under Waco. So,
114 00:19:00.530 ⇒ 00:19:10.779 Amber Lin: if you were to find the city name, or the branch name, I think we have that instead of, like, an overarching satellite name.
115 00:19:11.420 ⇒ 00:19:13.020 JanieceGarcia: Okay, yeah, yeah. Okay.
116 00:19:14.060 ⇒ 00:19:15.400 Pranav: Okay, gotcha.
117 00:19:19.850 ⇒ 00:19:28.269 Pranav: Yeah, and then, so, just for anti-migration in total, like I said, next 2 weeks, that’s going to be wrapped up.
118 00:19:28.320 ⇒ 00:19:42.149 Pranav: to kind of give you a little bit more granularity on, like, what we’re working on right now, is migrating the specific functionality for thumbs up and thumbs down. And so, that’s what’s going to be worked on next week, and then the final week, doing our final level of QA,
119 00:19:42.170 ⇒ 00:19:56.900 Pranav: Before we push things out entirely. And then, yeah, for zip codes and for migration, we’re going to have, like, a big report just kind of sent out to y’all to, like, show overall, just, like, using all the data that we have in ANDI,
120 00:19:56.900 ⇒ 00:20:03.799 Pranav: Overall accuracy, and then execution time. And so that way, we can… we can really display, like, the improvements we made.
121 00:20:07.020 ⇒ 00:20:21.339 Pranav: Cool. And then… this part. Yeah, this part we’re super excited about, especially since we talked to Janiece, you about, specifically for the automating the central dock updates, and so…
122 00:20:21.750 ⇒ 00:20:26.209 Pranav: One issue that I saw from as soon as I started getting onboarding into this,
123 00:20:26.470 ⇒ 00:20:35.560 Pranav: into ABC was just, like, there is a lot of updates that are happening in the Google Doc, and we see that as, like, a big pain point for
124 00:20:35.560 ⇒ 00:20:47.119 Pranav: For Andy, in terms of accuracy, and then that’s also gonna have downstream effects onto execution time as well. And so, the central dock thing, I think, is a problem that we’re really focused on fixing.
125 00:20:47.270 ⇒ 00:20:54.109 Pranav: With the last couple weeks, we focused on restructuring, and restructuring’s gonna do a great job at helping with execution time.
126 00:20:54.190 ⇒ 00:21:11.989 Pranav: Going forward, though, we don’t want to see reduction in accuracy and execution time because of these manual central dock updates. And so, having these, like, automated central dock updates, basically how it’s gonna work is, when we
127 00:21:12.130 ⇒ 00:21:32.090 Pranav: It’s gonna go through the same triage workflow. However, at the end, we are going to be able to ask specific questions to figure out whether this is duplicate information, whether this is, conflicting information with, like, another piece of information within the central doc. And what that’ll allow us to do is to continuously refine and make
128 00:21:32.280 ⇒ 00:21:37.250 Pranav: the verbiage in the central doc as accurate as possible.
129 00:21:38.550 ⇒ 00:21:44.570 Pranav: And then, as we mentioned too, like, this is going to… Slowly become a…
130 00:21:44.900 ⇒ 00:21:50.039 Pranav: less, there’s gonna be less and less of these updates happening over time, and so, like.
131 00:21:50.510 ⇒ 00:21:55.350 Pranav: What will be the best case scenario is after a few weeks, after whatever time period.
132 00:21:55.500 ⇒ 00:22:03.419 Pranav: there is… the central docs are basically just gonna be, like, a static document, and it’s gonna have very little updates going forward.
133 00:22:03.640 ⇒ 00:22:08.140 Pranav: But I think going forward, yeah, this is going to be the best way for us to manage these central dogs.
134 00:22:08.930 ⇒ 00:22:15.249 JanieceGarcia: And I guess that’ll help with, you know, all of us trying to figure out, okay, what’s the formatting, where does it need to go, all of that, correct?
135 00:22:15.610 ⇒ 00:22:16.430 Pranav: Exactly.
136 00:22:16.680 ⇒ 00:22:29.259 JanieceGarcia: So, Tom, is that, because when I brought it up to Pranav, I was saying that we have kind of talked about that in the very, very beginning and early stages of ANDI, of having, like, a… an Andy for the trainers that would… Yes.
137 00:22:29.810 ⇒ 00:22:31.809 JanieceGarcia: So, is that the same thing?
138 00:22:32.790 ⇒ 00:22:38.010 Uttam Kumaran: Yeah, I think it’s up to Pranav to determine the form factor. I also mentioned that, is that, like.
139 00:22:38.150 ⇒ 00:22:41.480 Uttam Kumaran: We… we want to also give…
140 00:22:41.630 ⇒ 00:22:51.459 Uttam Kumaran: the trainers and other people on, like, the management side, the ability to, like, edit and see data, whether that’s all through a chatbot or through another, like, for example.
141 00:22:52.090 ⇒ 00:23:05.579 Uttam Kumaran: we built the zip code, like, UI. That’s, like, a version of something that only, like, the management was kind of using. So I think, Pranav, I’ll kind of leave that to you in terms of, like, how does… how does the rest of the team that’s both
142 00:23:06.210 ⇒ 00:23:23.480 Uttam Kumaran: creating the docs or modifying it end up also using Andy. The other piece I told Pranav is we also talked about how can we use ANDI for other internal ABC things, right? I said we’re… like, if someone’s in the field and wants to call about an HR policy or something.
143 00:23:23.480 ⇒ 00:23:24.760 JanieceGarcia: How can they…
144 00:23:24.820 ⇒ 00:23:26.879 Uttam Kumaran: use that, so I… I think…
145 00:23:27.180 ⇒ 00:23:32.650 Uttam Kumaran: it’s all in his brain, sort of, I think, piecemeal out now.
146 00:23:32.750 ⇒ 00:23:46.190 Uttam Kumaran: But I think, kind of, like, the what I tried to share with him is, like, at any moment, we’re always going to be, like, fixing and maintaining the system. We’re also going to continue to really look at adoption, but I always want to try to continue to push
147 00:23:46.190 ⇒ 00:24:00.839 Uttam Kumaran: the boundary on, like, how the system is used by both parties, right? Like, I think a big thing was when we pushed thumbs up, thumbs down feedback, and it’s, like, a little UX thing, right? I think we’re continuing to try to think about, okay, how do we not only just
148 00:24:00.910 ⇒ 00:24:04.799 Uttam Kumaran: Maintain the way it is, but, like, take it one step… one step further.
149 00:24:04.800 ⇒ 00:24:05.570 JanieceGarcia: Further, yeah.
150 00:24:05.570 ⇒ 00:24:06.150 Uttam Kumaran: Yeah.
151 00:24:06.830 ⇒ 00:24:19.370 JanieceGarcia: Well, I will say with the… I think the adoption’s gonna definitely come better, especially with the lawn side, and then the commercial side, or the home improvement side and the commercial side, because I’ve…
152 00:24:19.370 ⇒ 00:24:33.540 JanieceGarcia: I’m starting to meet with all of them, you know, all of the trainers, and really show them, and break down the triage tickets, and break down even the database, and going through the zip codes, and seeing that the zip code
153 00:24:33.720 ⇒ 00:24:40.649 JanieceGarcia: errors that were coming through, Andy, has really gone down, is… That’s a huge piece.
154 00:24:41.010 ⇒ 00:24:47.200 JanieceGarcia: I mean, Amber, Utam, you know, you guys know, it’s… that’s a huge piece, because that’s everything that we do, is it.
155 00:24:47.200 ⇒ 00:24:47.930 Uttam Kumaran: Yeah.
156 00:24:48.990 ⇒ 00:24:49.750 Uttam Kumaran: Yeah.
157 00:24:50.700 ⇒ 00:24:54.570 JanieceGarcia: I’m excited. I’m ready. I’ve been testing like crazy.
158 00:24:56.210 ⇒ 00:25:08.550 Pranav: That’s awesome. Another small piece that we want to do in April is just creating additional dashboards. We’ve, like, in the beginning of every call, we show just, like, the overall usage across department. I think we can…
159 00:25:08.670 ⇒ 00:25:11.389 Pranav: Take much more advantage of this, like.
160 00:25:11.440 ⇒ 00:25:23.600 Pranav: this system that we built, which is basically displaying all of the underlying data that we’re saving into, like, a very, really easy, like, reporting tab and reporting view. And so…
161 00:25:23.600 ⇒ 00:25:38.640 Pranav: We’ve talked a little bit about just, like, the different message categories that are happening on a weekly basis, and how we can just, like, maybe do, like, 5-10 minutes during a meeting just to discuss what trends are we seeing, and then, specifically, what trends are we seeing on the thumbs up and thumbs-down view?
162 00:25:38.740 ⇒ 00:25:40.640 Pranav: And so…
163 00:25:41.210 ⇒ 00:26:00.210 Pranav: what creating these dashboards will do is make it really easy to just have those analysis discussions. It doesn’t require one to two days’ effort to, like, pull in all this data and then run a bunch of analysis on it, and then present it to you guys. It would really be so quick, and then we can really iterate much quicker based on that as well.
164 00:26:02.050 ⇒ 00:26:19.780 Pranav: And then lastly, I know transcripts have been discussed a lot, and transcripts can go in so many different directions. What I see as the most actionable direction for us to use transcripts with is increasing the usage of ANDI across the departments that you just mentioned, Janiece.
165 00:26:20.240 ⇒ 00:26:27.230 Pranav: We’re going to notice that in these transcripts, they’re asking specific questions that the central docs already have answers to.
166 00:26:27.350 ⇒ 00:26:33.550 Pranav: And so being able to identify those specific questions, and then maybe just, like.
167 00:26:33.730 ⇒ 00:26:45.589 Pranav: elevate that to the surface, provide that information to you, and then, you know, either we have a discussion with the trainers, we have this, like, bi-weekly call with them, I think that’s really gonna increase adoption as well.
168 00:26:47.900 ⇒ 00:27:01.849 Pranav: And so, for all these three things, like, we don’t have a ton of detail on them on this slide, right? What I’m going to do on our next presentation next week is fully hash these out, talk about, like… we’ll probably have another discussion next week, too, on Monday, right?
169 00:27:02.220 ⇒ 00:27:13.669 Pranav: we can really define, like, what each of these things look like. I know you guys are excited about certain parts of these. We can make sure to include those. Also, I have a lot of
170 00:27:13.860 ⇒ 00:27:22.090 Pranav: really good ideas on how we can really drive usage based on these three, things and a roadmap for April. So…
171 00:27:22.280 ⇒ 00:27:28.399 Pranav: By next week, we’ll have it all just, like, straightened out, completely detailed, and then…
172 00:27:28.540 ⇒ 00:27:30.480 Pranav: Come April 1st, we’ll be ready to go.
173 00:27:31.050 ⇒ 00:27:33.720 JanieceGarcia: Nice. Love it. Awesome.
174 00:27:35.530 ⇒ 00:27:36.330 Pranav: Cool.
175 00:27:37.520 ⇒ 00:27:38.260 JanieceGarcia: Sleep.
176 00:27:39.550 ⇒ 00:27:46.640 Pranav: Is there anything… I mean, I kind of wanted to… I guess we have some extra time here, too, right now, like, we can even talk about…
177 00:27:46.840 ⇒ 00:27:54.640 Pranav: You mentioned some of, like, how the central dock updates are gonna… Help with… Like, increased accuracy.
178 00:27:54.880 ⇒ 00:27:57.709 Pranav: Is there anything, like, specifically with these where you’re like…
179 00:27:58.360 ⇒ 00:28:00.689 Pranav: There’s some detail that you maybe want to, like.
180 00:28:00.880 ⇒ 00:28:06.819 Pranav: maybe, like, bring up to the surface right now? Because we can have this discussion right now, too, if anything comes to mind.
181 00:28:07.640 ⇒ 00:28:14.679 JanieceGarcia: I mean, no, I think in our 101, and then, I mean, I’ve been chatting with you as I’m meeting with the trainers.
182 00:28:14.680 ⇒ 00:28:15.050 Pranav: Yep.
183 00:28:15.050 ⇒ 00:28:21.839 JanieceGarcia: the biggest thing is being able to update and get the central dock. We’ve done, you know, for the trainer piece.
184 00:28:22.080 ⇒ 00:28:26.620 JanieceGarcia: We’ve done the zip codes, we’ve worked really hard, you guys worked
185 00:28:26.650 ⇒ 00:28:42.819 JanieceGarcia: hard, really hard, on making sure that all the zip codes and everything were in, and Andy’s giving the correct information, and done an amazing job, so thank you so much, I appreciate you guys. Now it’s gonna be the central dock, because now it’s like, okay, the zip codes are in there.
186 00:28:42.900 ⇒ 00:28:56.159 JanieceGarcia: now we need to know we’re getting these triage tickets, I know what to do with these triage tickets, but I need the formatting. So, now it’s more of making sure, okay, we want to update, we want to make sure that updates are happening correctly.
187 00:28:56.800 ⇒ 00:29:11.739 JanieceGarcia: So that way, Andy does get this information. And I know the restructure of the Central Doc is coming, but right now, can we just… and what I’ve been telling them to do is go ahead and make an update, and then do an at to Brain Forge.
188 00:29:11.740 ⇒ 00:29:12.130 Uttam Kumaran: Yes.
189 00:29:12.130 ⇒ 00:29:27.689 JanieceGarcia: So, if it’s not working, that’s what I was doing with Amber, whenever Amber and I were working on it in the very beginning with Pest. So, as I’m meeting with them, I’m telling them, go ahead and do that, because that’s the only way that we’re gonna know what’s not working right, what’s not happening.
190 00:29:27.920 ⇒ 00:29:31.420 JanieceGarcia: And then keep the screenshots and making sure, so…
191 00:29:31.860 ⇒ 00:29:41.789 JanieceGarcia: that’s gonna be the huge next piece for us. I know for Yvette, the transcripts is really, really big, and the transcripts are huge because it’s gonna help
192 00:29:41.800 ⇒ 00:29:51.960 JanieceGarcia: us see, okay, is Andy really helping on the training time? So instead of it taking 6 weeks, is it only taking 4 weeks before somebody gets to go on the phones?
193 00:29:52.050 ⇒ 00:30:00.150 JanieceGarcia: Or, as they’re on the phones, are they able to actually speed up their calls? And, you know, that… that’s all going to show.
194 00:30:00.740 ⇒ 00:30:10.939 JanieceGarcia: And it helps with QA, as well. So I know that those things were… that’s huge for Yvette, as well, as us, as trainers. So, y’all are definitely right where…
195 00:30:11.190 ⇒ 00:30:13.350 JanieceGarcia: I… I would want, so…
196 00:30:13.350 ⇒ 00:30:29.939 Pranav: Perfect. Yeah, and I think once I create the more detailed, like, okay, what are each one of these three things going to look like? Dashboards is pretty self-explanatory. We’ll do a little bit more detail there as well, as we even think of more dashboards. But then for 1 and 3 here.
197 00:30:30.130 ⇒ 00:30:36.520 Pranav: With each of those details, we will talk about what the importance is there, just so, you know.
198 00:30:36.810 ⇒ 00:30:54.339 Pranav: we can… once we just have it all, like, straightened out, like, and we, you know, just have all the details out there, we can then just start moving, and then have, like, something shipped to you guys every single week, and then continuously just, like, show you guys the reports of things getting more accurate, and usage going up.
199 00:30:54.770 ⇒ 00:31:04.229 JanieceGarcia: Right, yep. And that’s what the trainers are going to want to see, big time. So, but I can… and if you want me to, I can definitely email you that list.
200 00:31:04.460 ⇒ 00:31:17.649 JanieceGarcia: That’s not a problem. I can even forward you an email that has all of their emails on it. Because I did the email that you sent us yesterday with the restructured, I just forwarded it to all of the trainers and their managers, so I can.
201 00:31:17.650 ⇒ 00:31:18.320 Pranav: Okay.
202 00:31:18.320 ⇒ 00:31:30.129 JanieceGarcia: send that to you, too. Whatever to make it easier. But I know, like, as working with them, the biggest thing is being able to make those updates, so… and I just wanted to let you guys know
203 00:31:30.400 ⇒ 00:31:34.679 JanieceGarcia: the… way that I went with them, if the updates aren’t happening.
204 00:31:35.440 ⇒ 00:31:37.499 JanieceGarcia: Right. And Joey and Andy, so…
205 00:31:38.600 ⇒ 00:31:39.770 Pranav: Perfect, yeah.
206 00:31:41.130 ⇒ 00:31:42.220 Pranav: Sounds good.
207 00:31:42.390 ⇒ 00:31:45.740 JanieceGarcia: But I love it. I’m… So excited.
208 00:31:45.740 ⇒ 00:31:47.240 Pranav: Yeah, I am too.
209 00:31:48.200 ⇒ 00:31:50.670 Pranav: One day we’ll get to the full hour here.
210 00:31:50.880 ⇒ 00:31:54.849 JanieceGarcia: Yes, right? We do sometimes, we do sometimes.
211 00:31:54.850 ⇒ 00:31:55.370 Pranav: We don’.
212 00:31:55.370 ⇒ 00:31:59.039 JanieceGarcia: And the execution time, you know, I know that that’s
213 00:31:59.140 ⇒ 00:32:08.359 JanieceGarcia: a big thing, too. I was actually meeting with an agent the other day, and I asked about Andy, and she was like, it’s… it’s faster if I just look through the documents.
214 00:32:08.530 ⇒ 00:32:15.999 JanieceGarcia: I’m like, no, we’ve got to ask Andy. And she’s an older agent, she’s been with ABC, you know, for several years, so…
215 00:32:16.310 ⇒ 00:32:16.960 JanieceGarcia: It’s given.
216 00:32:16.960 ⇒ 00:32:17.820 Pranav: Yes.
217 00:32:18.290 ⇒ 00:32:19.690 JanieceGarcia: tenured agents.
218 00:32:20.260 ⇒ 00:32:21.280 JanieceGarcia: to adapt.
219 00:32:21.940 ⇒ 00:32:22.610 Pranav: Yeah.
220 00:32:23.880 ⇒ 00:32:34.179 Pranav: And what we’re seeing, too, just, like, some of these metrics are just, like, decreasing drastically, right? Like, with execution time, like, for the super long ones.
221 00:32:34.550 ⇒ 00:32:44.290 Pranav: they’re basically performing all the same across the board. Like, very, very similar in execution time, and consistently less than what they are at right now. So…
222 00:32:44.420 ⇒ 00:32:53.539 Pranav: Yeah. Once we push that out, and we have, like, that final reporting doc, like, I feel like we’ll feel really good about execution time, for sure, and then…
223 00:32:53.880 ⇒ 00:32:59.180 Pranav: yeah, the restructuring as well, like, I think we’ll… I think we’ll feel good about that too, and then…
224 00:32:59.570 ⇒ 00:33:07.750 Pranav: Yeah, going into April, too, we’ll still continuously, like, update the accuracy with the automated central dock updates.
225 00:33:08.200 ⇒ 00:33:20.419 Pranav: this is gonna do a better job of increasing accuracy per triage ticket, because before, sure, we’re putting the information in, but what is it doing if we’re reducing the structure of each of these docs, right? Right.
226 00:33:20.640 ⇒ 00:33:21.410 Pranav: Yeah.
227 00:33:22.350 ⇒ 00:33:23.120 JanieceGarcia: Awesome.
228 00:33:23.760 ⇒ 00:33:33.339 JanieceGarcia: Yay. Okay. Well, I’m… I… like I said, I’m looking forward to our meeting tomorrow, so you can meet all the trainers, and really hear their feedback, so…
229 00:33:33.970 ⇒ 00:33:35.999 Pranav: Looking forward to it as well. Awesome.
230 00:33:36.990 ⇒ 00:33:37.860 JanieceGarcia: Yay.
231 00:33:39.360 ⇒ 00:33:40.090 Uttam Kumaran: Cool.
232 00:33:40.090 ⇒ 00:33:40.520 Pranav: Cool, guys.
233 00:33:40.520 ⇒ 00:33:41.420 Amber Lin: Exciting!
234 00:33:43.490 ⇒ 00:33:47.050 Amber Lin: Great meeting. Hello. We’ll see you, we’ll see you tomorrow.
235 00:33:47.310 ⇒ 00:33:48.600 Pranav: See you tomorrow, though.
236 00:33:48.600 ⇒ 00:33:49.170 Uttam Kumaran: Everybody.
237 00:33:49.170 ⇒ 00:33:49.650 JanieceGarcia: Bye, guys!
238 00:33:49.650 ⇒ 00:33:50.160 Amber Lin: Yay!
239 00:33:50.160 ⇒ 00:33:50.660 Uttam Kumaran: Bye.
240 00:33:50.660 ⇒ 00:33:51.080 Amber Lin: Right.
241 00:33:51.080 ⇒ 00:33:51.670 Pranav: Yeah.