Meeting Title: ABC Weekly Project Sync Date: 2026-03-19 Meeting participants: Pranav Narahari, JanieceGarcia, MattBurns, YvetteRuiz, Uttam Kumaran
WEBVTT
1 00:00:37.300 ⇒ 00:00:38.450 Pranav Narahari: Hey, Janiece.
2 00:00:38.970 ⇒ 00:00:39.660 JanieceGarcia: Yay!
3 00:00:41.400 ⇒ 00:00:43.850 Pranav Narahari: That was quick before I could even send you the new link you were in.
4 00:00:46.300 ⇒ 00:00:47.949 Pranav Narahari: Hey Matt, how’s it going?
5 00:00:48.450 ⇒ 00:00:49.740 MattBurns: Good, how are you doing?
6 00:00:50.080 ⇒ 00:00:52.130 Pranav Narahari: I’m good, I’m good, I don’t think we got to meet.
7 00:00:52.130 ⇒ 00:00:57.699 MattBurns: Yeah, I heard you were kind of taking over the day-to-day stuff, so that’s great.
8 00:00:58.040 ⇒ 00:01:01.169 Pranav Narahari: Exactly, yep. Yeah, nice to meet you.
9 00:01:01.170 ⇒ 00:01:06.900 MattBurns: Nice to meet you. I just was meeting with Yvette, and she was saying, you’re doing a great job so far, so…
10 00:01:07.700 ⇒ 00:01:15.849 Pranav Narahari: I appreciate it, I appreciate that. Yeah, I don’t think Amber’s gonna be joining us today, so unless there’s more people joining, we can get going.
11 00:01:17.700 ⇒ 00:01:18.500 YvetteRuiz: Yep.
12 00:01:18.850 ⇒ 00:01:19.400 Pranav Narahari: Cool.
13 00:01:19.910 ⇒ 00:01:23.660 Pranav Narahari: Give me one moment to just share my screen.
14 00:01:37.220 ⇒ 00:01:38.510 Pranav Narahari: Okay, here we go.
15 00:01:40.980 ⇒ 00:01:52.620 Pranav Narahari: Alright, let’s hop into the agenda. So, similar to last week in terms of, like, what I want to go over, you know, going forward, I want to start giving you guys a little bit more visibility into just what we’re doing week to week.
16 00:01:52.770 ⇒ 00:02:10.840 Pranav Narahari: And so that’s gonna include just going over, like, our Gantt chart, and then we can kind of go over, like, just the over… just the overview of the things that we’re seeing on that Gantt chart, and then, what’s been completed. And so, then, you know, what we do every week, Andy usage, if there’s any comments there,
17 00:02:11.080 ⇒ 00:02:21.170 Pranav Narahari: But then we can hop into just the three things that we’ve been working on for quite some time now, and what we’re about to wrap up. So, the central docs, the zip codes, and the overall migration.
18 00:02:21.230 ⇒ 00:02:34.419 Pranav Narahari: And then, what I’m most excited about is just what we’re gonna work on in April and May. This past two weeks, we’ve been doing a lot of thinking on those two things, on those two months. And so, yeah, let’s hop into it.
19 00:02:34.940 ⇒ 00:02:35.920 Pranav Narahari: So…
20 00:02:36.220 ⇒ 00:02:50.509 Pranav Narahari: So this is just for the rest of March, you’ll notice everything ends end of next week. I’m thinking things are gonna actually end a lot sooner, probably by Tuesday, and that’s just gonna be based off of y’all’s QA that you’re gonna provide, probably on Monday.
21 00:02:50.510 ⇒ 00:02:57.900 Pranav Narahari: And so, yeah, what we were able to do this week was, with the restructured central docs, we built the pipeline to
22 00:02:59.360 ⇒ 00:03:09.139 Pranav Narahari: process those documents, and then actually get better answers within Andy. And so that’s what we’re going to have you guys QA test on Monday. So we’re gonna send you
23 00:03:09.140 ⇒ 00:03:20.939 Pranav Narahari: a new link to an… it’s gonna actually not be a new link, it’ll just be still visible within your Google Chat. But that one is specifically just gonna be meant for you guys to just do some, and then maybe you can send it to the trainers if you’d like.
24 00:03:20.940 ⇒ 00:03:33.600 Pranav Narahari: just to do some, like, last, just, like, quality assurance, we’ve already stress test this a bunch, so I don’t expect it’s gonna take more than half a day for you guys to just do a little bit more, just to feel confident about it.
25 00:03:33.680 ⇒ 00:03:48.289 Pranav Narahari: And then what we’ll also do next week is just the final report that we’ve been talking about, which is showing you the weekly messages that have been brought in, and then also categorizing them, so we can just kind of discuss what are the insights we’re seeing.
26 00:03:48.320 ⇒ 00:04:01.909 Pranav Narahari: This will be really useful going forward into April and May, because of the things that we’re doing to improve accuracy and improve usage as well. So as it kind of expands upon
27 00:04:01.910 ⇒ 00:04:15.790 Pranav Narahari: the current CSRs that are using it will probably notice different behaviors, and it’ll be good to at least touch point on that once a week. We’ll be doing our investigation every day, but then to get y’all’s feedback on that would be really useful.
28 00:04:16.560 ⇒ 00:04:18.510 Pranav Narahari: Any questions on this?
29 00:04:21.230 ⇒ 00:04:22.100 YvetteRuiz: Nope.
30 00:04:22.920 ⇒ 00:04:28.399 Pranav Narahari: Cool, cool, cool. And then, yeah, let’s hop into… just the usage.
31 00:04:29.450 ⇒ 00:04:30.960 Pranav Narahari: Are you guys still seeing my screen?
32 00:04:31.340 ⇒ 00:04:31.820 YvetteRuiz: Huh.
33 00:04:31.820 ⇒ 00:04:34.640 Pranav Narahari: You’re seeing real now, right? Okay. Perfect.
34 00:04:35.020 ⇒ 00:04:42.050 Pranav Narahari: Yeah, so one thing we’ll notice here is just, like, the unknowns is no longer there. I think you guys.
35 00:04:42.050 ⇒ 00:04:42.583 YvetteRuiz: I mean…
36 00:04:42.850 ⇒ 00:05:02.760 Pranav Narahari: both aware of that, and so now all the CSRs are being captured, within the department. Let me know if anything else is looking off in this, because I want this to be kind of the main point of where we’re able to see usage across of, all of ABC on Andy. So…
37 00:05:03.480 ⇒ 00:05:09.780 Pranav Narahari: Yeah, what we do is we’re excluding, you know, obviously, like, our test stuff, and then, here you guys can just see
38 00:05:10.560 ⇒ 00:05:13.739 Pranav Narahari: Based on the different, departments.
39 00:05:13.750 ⇒ 00:05:32.870 Pranav Narahari: where the usage is looking. So, yeah, so, Janiece, we talked this morning. We should probably keep an eye on lawn, just to see how is usage increasing or decreasing there. That’ll be exciting to see in the coming weeks. But, it still looks to be about the same, with just the distribution, mechanical and pest, you know, having the most usage, and then…
40 00:05:33.760 ⇒ 00:05:38.019 Pranav Narahari: Commercial, lawn, home improvement kind of being a lot less.
41 00:05:40.020 ⇒ 00:05:43.329 JanieceGarcia: So, Pranav, with that,
42 00:05:43.370 ⇒ 00:05:59.869 JanieceGarcia: did want to let Matt and Yvette know that my meeting with Maudie Cruz yesterday and our one-on-one that we had, I did ask her how she felt, because I know that was a doubt before. She said that she feels a lot more confident
43 00:05:59.870 ⇒ 00:06:15.250 JanieceGarcia: she’s starting to use Andy more, so that’s what I was telling Pranav. Hopefully we’ll see that usage actually go up. But on that, too, when I was going through Real, and I didn’t bring this up to you, and I’m sorry,
44 00:06:15.550 ⇒ 00:06:28.409 JanieceGarcia: But when I was going through REL and going through the usage, I did still notice that anyone that is on the scheduling team or my team, that they’re still under different departments. So.
45 00:06:28.410 ⇒ 00:06:38.050 JanieceGarcia: I want to make sure that they’re… their own team, because I… I need to make sure that they’re using that. So, like, go to Pest, for example.
46 00:06:38.290 ⇒ 00:06:39.140 Pranav Narahari: Yeah.
47 00:06:39.920 ⇒ 00:06:40.730 Pranav Narahari: Okay…
48 00:06:40.730 ⇒ 00:06:41.860 JanieceGarcia: What’s the second one?
49 00:06:42.140 ⇒ 00:06:51.020 JanieceGarcia: So, if you go to Pest, Eloy was in there… I don’t even see… Yep, Eloy’s still in there.
50 00:06:51.250 ⇒ 00:07:06.279 JanieceGarcia: And then I know Eric on my team, he should be in there and not under, and I don’t remember which one he’s under, but I also have Vicki as well, so I just want to make sure that that whole group is…
51 00:07:06.470 ⇒ 00:07:09.899 YvetteRuiz: Where should they be? Under new cells, or…
52 00:07:09.900 ⇒ 00:07:13.270 JanieceGarcia: I would send her new selves with the rest of the welcomes.
53 00:07:13.270 ⇒ 00:07:14.980 YvetteRuiz: Puss… Okay.
54 00:07:14.980 ⇒ 00:07:16.569 Pranav Narahari: Gotcha. Okay.
55 00:07:17.360 ⇒ 00:07:22.389 JanieceGarcia: Okay, so Eric’s under there, too. So I want to double… I’ll double check that and make sure.
56 00:07:24.010 ⇒ 00:07:29.459 Pranav Narahari: Okay, yeah, maybe shoot me a message on Slack, because it looks like Eric’s here. Who else did you say was…
57 00:07:29.780 ⇒ 00:07:31.909 JanieceGarcia: Eloy was one of them.
58 00:07:31.910 ⇒ 00:07:34.380 Pranav Narahari: Eloy, okay, so Eloy’s definitely missing here.
59 00:07:34.760 ⇒ 00:07:39.730 JanieceGarcia: I wonder if Heaven’s still under mechanical, I know she was, and I know she uses it.
60 00:07:41.080 ⇒ 00:07:43.710 JanieceGarcia: Yeah, there she is. Yep, Heaven Hernandez.
61 00:07:44.020 ⇒ 00:07:44.610 Pranav Narahari: Yep.
62 00:07:46.950 ⇒ 00:07:49.729 JanieceGarcia: Okay, I’ll double check that, and then I’ll send that list to you.
63 00:07:50.300 ⇒ 00:07:51.180 Pranav Narahari: Okay, perfect.
64 00:07:51.180 ⇒ 00:07:56.300 YvetteRuiz: Yeah, and then just quickly, going back to the lawn, because I know that when I had my one-on-one with Janiece.
65 00:07:57.630 ⇒ 00:08:13.709 YvetteRuiz: Patricia is one that was really… and I shared this with… because she was one that provided feedback that she was not very confident in that. But I think the last one-on-one you had with Patricia with the Central Docs and everything.
66 00:08:13.710 ⇒ 00:08:29.770 YvetteRuiz: that made her feel better that we had cleaned things up and stuff, so I am pretty sure we’re gonna start seeing some, active… you know, again, Patricia’s the one that leads the lawn division, and I know, you know, with her having those concerns, so we should be able to
67 00:08:29.830 ⇒ 00:08:32.860 YvetteRuiz: start seeing, traction on that.
68 00:08:33.210 ⇒ 00:08:35.340 Pranav Narahari: That’s awesome. That’s awesome.
69 00:08:42.520 ⇒ 00:08:48.659 Pranav Narahari: Okay, so yeah, I just condensed all of these three things that we’ve been working on just into one view, so we can…
70 00:08:48.840 ⇒ 00:08:53.819 Pranav Narahari: kind of just spend more time on the future, April and May.
71 00:08:53.940 ⇒ 00:09:11.579 Pranav Narahari: But, yeah, we saw… I told you guys last week that we did some, like, initial testing to see where is the increases in, accuracy and execution, or in decrease in execution time happening, and so I had Casey do a much larger size of, analysis.
72 00:09:11.580 ⇒ 00:09:28.750 Pranav Narahari: And so, to kind of just give you guys some, like, real numbers, like, we did a thousand different requests through Andy, and we have data already with how it was working with the current system, and so now with the new system, we saw that the response time is 5.125 seconds.
73 00:09:29.020 ⇒ 00:09:30.130 YvetteRuiz: That’s awesome.
74 00:09:30.130 ⇒ 00:09:36.380 Pranav Narahari: Which is about, like, 4 seconds less. And so, last time I told you guys, like, I gave you some preliminary numbers, and I was like.
75 00:09:36.380 ⇒ 00:09:50.480 Pranav Narahari: These are numbers, it looks good, I want to be for sure, and so we had Casey do this additional report. And what I really like about this, the response time is great, but what we also notice is that the distribution, in terms of times, is much smaller.
76 00:09:50.480 ⇒ 00:09:51.429 Pranav Narahari: And so.
77 00:09:51.430 ⇒ 00:09:59.920 Pranav Narahari: With the current Andy, we’re noticing that there’s some that go up, like, 10, 20 plus seconds. Now we’re seeing that distribution be much tighter.
78 00:09:59.950 ⇒ 00:10:01.129 Pranav Narahari: And so…
79 00:10:01.330 ⇒ 00:10:15.250 Pranav Narahari: In the future, and what we might have in real is this thing called, like, a P85, P90, and P95 test. What that essentially is saying is, like, yeah, the first 95 percentile, like, they all exist within this range.
80 00:10:15.250 ⇒ 00:10:23.199 Pranav Narahari: And so, for P95, it was about 6-something seconds, which is basically the average, which is a really good sign.
81 00:10:24.880 ⇒ 00:10:26.390 Pranav Narahari: Yeah. Excellent, thank you.
82 00:10:26.390 ⇒ 00:10:27.579 YvetteRuiz: for that feedback.
83 00:10:27.870 ⇒ 00:10:31.089 Pranav Narahari: Totally, yeah. And, yeah, Yvette, too, I want to kind of, like.
84 00:10:31.120 ⇒ 00:10:38.339 Pranav Narahari: start giving you a little bit more information of just, like, the high level of how is the AI system going, how is…
85 00:10:38.350 ⇒ 00:10:55.830 Pranav Narahari: what is our current status? And so, like, I’ll try to start giving more feedback like this, so, like, you have, like, real, like, actual things to, like, say about the project, because we’re doing a lot of cool stuff, I just want to, like, you know, elevate it into these presentations, so you guys can, like, see, like, what we’re working on.
86 00:10:56.280 ⇒ 00:11:05.530 YvetteRuiz: Thank you. That’s what I was just chatting with Matt about, because we were… that was… I was… like I shared with you, where, you know, the… the speed was a big concern to us, but it’s good to see that it’s going.
87 00:11:05.760 ⇒ 00:11:07.200 YvetteRuiz: Down. Perfect.
88 00:11:07.200 ⇒ 00:11:26.680 Pranav Narahari: That’s perfect, yeah, yeah, yeah. And like I mentioned, you know, we built this new ingestion pipeline. That’s basically going to allow us to have even further, improvements in accuracy, and so why we were able to do that is because we standardized the table of contents. So that… it all comes back to restructuring those central docs.
89 00:11:26.690 ⇒ 00:11:41.670 Pranav Narahari: it had the added benefit of also, for the trainers, they like the formatting of the central docs, or even for their own usage. But then it also… we killed two birds with one stone there, because we were really able to improve accuracy that way as well. Yeah.
90 00:11:41.670 ⇒ 00:11:42.620 YvetteRuiz: Awesome.
91 00:11:43.280 ⇒ 00:11:48.460 Pranav Narahari: Yeah, and so, for next steps, I kind of told you guys a little bit of how we’re gonna wrap up everything by next week.
92 00:11:48.530 ⇒ 00:12:04.550 Pranav Narahari: But really, by Monday, we’re gonna have that QA version of Andy ready for you guys. And then you guys can do some final testing, and then I just kind of want to… I think it’s just good practice to get your go-ahead before we just do a full cutover of, like, the old Andy to this new one.
93 00:12:05.850 ⇒ 00:12:14.379 Pranav Narahari: And so, that’ll all happen on Monday, maybe we’ll have our KPI meeting, and then I’ll schedule another meeting right after that to…
94 00:12:14.710 ⇒ 00:12:22.010 Pranav Narahari: to do the final, just, like, kickoff. And then you guys can just let everybody know internally. And then, yeah, we can,
95 00:12:22.390 ⇒ 00:12:25.469 Pranav Narahari: Get started on the next stuff, which is,
96 00:12:25.810 ⇒ 00:12:40.560 Pranav Narahari: yeah, just some upcoming stuff that we have going on in April and May. And so, I put a lot of detail into this, but then there’s even further detail that I’m sure you guys want to know, which is, like, timeline. And so, like I said, April and May, everything will be done before May.
97 00:12:40.560 ⇒ 00:12:46.170 Pranav Narahari: But I want to give you guys, like, real milestones to, like, when to expect certain things.
98 00:12:46.430 ⇒ 00:12:52.259 Pranav Narahari: We’re already gonna keep ourselves accountable to that, but it’s also good for you guys to be like, hey, you guys said you’re gonna do this by this.
99 00:12:52.360 ⇒ 00:13:00.739 Pranav Narahari: this time, where’s it at? I wanna kinda keep you guys, like, in the loop, so that things don’t just, like, take months and months and months to get finished.
100 00:13:00.980 ⇒ 00:13:13.170 Pranav Narahari: And so the first thing, which we’ve talked about, is this central dock co-pilot. What I mean by Copilot is just that it’s gonna automate the process of making updates into the central docs.
101 00:13:13.310 ⇒ 00:13:14.570 Pranav Narahari: And so…
102 00:13:14.760 ⇒ 00:13:24.649 Pranav Narahari: the current workflow right now is that, Janiece, she assesses whether certain updates need to be happening by the ABC team, or by the Brainforce team, right?
103 00:13:24.870 ⇒ 00:13:43.389 Pranav Narahari: And so, there will still be some handoff to Janiece to figure that out, but the actual changes that need to be made are gonna be a lot more automated. So… and they’re also going to be a lot more accurate, I will say, because we’re going to be able to create certain systems to prevent,
104 00:13:43.660 ⇒ 00:13:59.709 Pranav Narahari: like, the thing that I mentioned here, like, just quality protection. So, duplicate and contradiction checks are gonna be happening, and so I know it’s probably really tedious to go through these thousand-page documents to assess whether or not, like, information already exists there or not.
105 00:13:59.710 ⇒ 00:14:06.000 Pranav Narahari: And so, that’s not a great process, and especially for… even if it’s not hundreds of triage tickets happening per week.
106 00:14:06.020 ⇒ 00:14:10.629 Pranav Narahari: any number of tickets, just to have to go through those documents. It’s,
107 00:14:10.700 ⇒ 00:14:13.450 Pranav Narahari: It’s a much better process to have automated, I would say.
108 00:14:13.840 ⇒ 00:14:14.430 YvetteRuiz: Yeah.
109 00:14:14.990 ⇒ 00:14:20.479 Pranav Narahari: And so… Yeah, another thing that we have here is just, like.
110 00:14:20.870 ⇒ 00:14:31.690 Pranav Narahari: just a structured request flow, and so what I mean by that is just, like, we’re gonna have real recommended placements for where information should be going,
111 00:14:31.690 ⇒ 00:14:43.859 Pranav Narahari: And it’ll show the difference of these central docs before and after. This is also just gonna speed up the process, so once Janice, like, assigns, like, a ticket to somebody, and then they give the updates for…
112 00:14:44.200 ⇒ 00:14:52.120 Pranav Narahari: what should be added, then we’re gonna know exactly where to add it right after. So, this is really gonna speed up that process.
113 00:14:52.810 ⇒ 00:14:56.379 YvetteRuiz: So, just really quick, so, Janiece, like.
114 00:14:57.100 ⇒ 00:15:09.809 YvetteRuiz: things that weren’t what we talked about before, things that are being added. So, I’ll use the Skyward attribute piece of it. So, that’s a total new program, something new that comes out.
115 00:15:10.470 ⇒ 00:15:12.379 YvetteRuiz: That’s going to be…
116 00:15:13.080 ⇒ 00:15:28.529 YvetteRuiz: pushed out to who before it actually gets posted, because there’s one thing about changing something, right, in a doc, but there’s another… it’s another level of when new SOPs, new services, all that needs to get…
117 00:15:28.670 ⇒ 00:15:38.129 YvetteRuiz: I just want to make sure we have really good checks and balances, making sure that the information we’re feeding is accurate, and it’s coming from the sign-off of the DMs, and
118 00:15:38.450 ⇒ 00:15:41.340 YvetteRuiz: All that. So, is that what we’re… Okay.
119 00:15:41.340 ⇒ 00:16:02.420 JanieceGarcia: That’s what I was fixing to ask, because, and I want to make sure that I understand. So, Pranav, it’s not going to be to where the trainers can go and just input something, because before, it has been stated that Yvette and I’ve got to have the sign-off because of what she’s saying. So, I want to make sure they can…
120 00:16:02.420 ⇒ 00:16:09.859 JanieceGarcia: suggest… Changes, but anything absolutely new, it’s gotta come through
121 00:16:10.030 ⇒ 00:16:19.289 JanieceGarcia: myself, Yvette, so we can double-check with the DMs, so we can make sure that everybody is aware, and it’s not just, hey, here you go.
122 00:16:19.290 ⇒ 00:16:29.350 Pranav Narahari: Yeah, perfect. I think this process is gonna really help with that more, because like you said, trainers really could just go into the document and then add content, and there’s not…
123 00:16:29.350 ⇒ 00:16:41.739 Pranav Narahari: I mean, we can look at the history, but it’s all happening after the fact. What’s gonna happen here is that we really need to get, like, the final sign-off from, you know, Janiece, from you, or from Yvette to actually add that information into the documents.
124 00:16:42.130 ⇒ 00:16:52.609 YvetteRuiz: Yeah, because we would also like to put a formal announcement, too, you know what I mean? Because a lot of that happens today. Oh, guess what? We rolled that out. And, okay, great, Andy’s bidding that out, but again, it’s good.
125 00:16:52.610 ⇒ 00:16:52.980 JanieceGarcia: We don’t know.
126 00:16:52.980 ⇒ 00:17:04.199 YvetteRuiz: a good announcement, because, I mean, the example I just shared, you know, it was like, oh, I didn’t know that that went out, but it got pushed out somewhere. So I just want to make sure we have a good change management of the process is there.
127 00:17:04.200 ⇒ 00:17:04.819 Pranav Narahari: Yeah.
128 00:17:05.630 ⇒ 00:17:15.619 JanieceGarcia: And with that, sorry, Pranav, and with that, I’m also thinking, too, so the central doc, if they are going to automate, after we say, okay.
129 00:17:15.619 ⇒ 00:17:37.209 JanieceGarcia: because I’m having them, and they’re going through them right now, I don’t know if you’ve noticed, but they’ve been really going through since Tuesday on the restructured and highlighting and updating and, you know, making those comments. They’re not changing anything, but they’re making those comments like we had talked about. So after Monday or Tuesday, when the final testing, the final QA is done from
130 00:17:37.210 ⇒ 00:17:45.480 JanieceGarcia: myself and Yvette, then we say, yes, we’re good. Are those documents gonna be locked to where no changes can then be made, and it’s going to follow this
131 00:17:45.870 ⇒ 00:17:47.020 JanieceGarcia: process.
132 00:17:47.350 ⇒ 00:18:04.030 Pranav Narahari: Yeah, so that’s the plan. With the changes that have already been made, we’re not going to make them go through this process. Right now, we’ll have all of those changes already implemented into the Restructured Central Docs, and then after that, we’ll lock them. And so, yeah, I’m glad you brought that up, because I want to get
133 00:18:04.030 ⇒ 00:18:11.979 Pranav Narahari: understanding of, like, where they’re at in that process. Is it good to get locked up tomorrow? Should it be locked on Monday?
134 00:18:12.690 ⇒ 00:18:13.389 JanieceGarcia: I would…
135 00:18:13.500 ⇒ 00:18:31.860 JanieceGarcia: I would say Monday. I already have a note for myself to see about setting time up with them, for stress testing, for each one of them on Monday, whenever you say it’s good to go. And so I have that note, and once I think we do that, then we say, let’s go ahead and lock it.
136 00:18:32.750 ⇒ 00:18:33.430 JanieceGarcia: Perfect.
137 00:18:33.430 ⇒ 00:18:34.060 Pranav Narahari: And I know…
138 00:18:34.060 ⇒ 00:18:34.650 JanieceGarcia: You bet.
139 00:18:35.020 ⇒ 00:18:37.090 YvetteRuiz: Yeah, no, yeah, I agree.
140 00:18:37.630 ⇒ 00:18:50.280 Pranav Narahari: Cool, and I know, like, on Tuesday when we discussed, like, a lot of the trainer’s feedback was, like, I couldn’t get through the whole thing. Do we want to have another meeting to kind of discuss any other changes that came about? Or, Janiece, you just… yeah.
141 00:18:50.280 ⇒ 00:19:09.859 JanieceGarcia: the meetings that I’ve had with them since Tuesday, it’s all been that they’re noticing that there’s small, minor updates, but for the most part, one, I know whenever we talked, like, to Haley, when she was mentioning, she was like, we need to go through all of the training material. However, we did that yesterday and found that, for the most part, it is all correct.
142 00:19:09.860 ⇒ 00:19:25.140 JanieceGarcia: There’s not very many updates or ads. She did make a copy of her own, so she put all of that in there, but she has already gone through it, so I’ll just follow up with her and make sure that any ads or, things that she saw that was missing, it’s in there by…
143 00:19:25.140 ⇒ 00:19:27.250 JanieceGarcia: by end of day tomorrow or Monday morning.
144 00:19:27.970 ⇒ 00:19:40.589 Pranav Narahari: Perfect, yeah, and then you guys can just give me kind of just verbal confirmation before we lock it, and then, what we have to do is just basically is re-embed the changes, but that should be pretty quick.
145 00:19:41.070 ⇒ 00:19:41.730 JanieceGarcia: Okay.
146 00:19:42.270 ⇒ 00:19:43.150 Pranav Narahari: Great.
147 00:19:44.510 ⇒ 00:19:48.140 Pranav Narahari: I understand. And so… Hi.
148 00:19:49.470 ⇒ 00:19:51.229 Uttam Kumaran: Good to see you. Sorry, I was just sneaking.
149 00:19:51.230 ⇒ 00:19:53.170 YvetteRuiz: Snuck in there.
150 00:19:53.170 ⇒ 00:19:56.579 Pranav Narahari: I noticed that, yeah. The little spot.
151 00:19:56.580 ⇒ 00:19:57.910 JanieceGarcia: Hi, over there.
152 00:20:00.500 ⇒ 00:20:17.540 Pranav Narahari: Yeah, but one other thing that, you know, has been mentioned ever since I was… I joined, and, like, Yvette, probably one of the first conversations we had was just about transcripts. I know transcripts are something you’re super interested in, and I really see that as the biggest way that we’re going to be able to drive just
153 00:20:17.540 ⇒ 00:20:25.430 Pranav Narahari: more adoption for Andy. Right now, all of the feedback that we give is just, like.
154 00:20:25.710 ⇒ 00:20:29.739 Pranav Narahari: Hey, here’s the real dashboard, here’s the uses that we’re seeing per department.
155 00:20:30.100 ⇒ 00:20:41.850 Pranav Narahari: that’s not really actionable, and so with transcripts, I think we’re gonna have the biggest change in that, because some of the features, like, I’ve written out here, is, like, we want to build something where we can, like, show the missed intents, and by department.
156 00:20:41.910 ⇒ 00:20:44.739 Pranav Narahari: And so, pulling in the transcripts.
157 00:20:44.790 ⇒ 00:20:51.759 Pranav Narahari: organize them based on the different departments, and then extracting, like, what questions are actually being asked.
158 00:20:51.760 ⇒ 00:21:10.020 Pranav Narahari: And then in the back end, what we’re going to be doing is, like, is this something that Andy’s already figuring out? Like, if they just put this exact question into Andy, is it going to give the right answer? That’s gonna be a huge value add, right? Because if we’re finding out that, like, 20% of the questions are just things that Andy can answer right now.
159 00:21:10.020 ⇒ 00:21:14.190 Pranav Narahari: that would be a really easy thing for you to, Jenny, to just, like, give to the trainers and let them know, like.
160 00:21:14.720 ⇒ 00:21:25.389 Pranav Narahari: for these questions, like, Andy’s ready, ready to go. But then also what it’ll be doing for us is that it’s gonna let us know where Andy’s kind of missing the mark.
161 00:21:25.800 ⇒ 00:21:38.189 Pranav Narahari: And so, with these questions, you know, Janiece, how we’re kind of getting the trainers on board to use Andy more, we also want to make sure, like, it’s going to be able to answer all the new questions that come in. So…
162 00:21:38.190 ⇒ 00:21:57.769 Pranav Narahari: what we’ll do there is we’ll figure out… we’ll have another bucket of questions where it’s… Andy’s not getting these questions right yet, so that means content is missing, and we’ll then have to add that content into the central docs as well. So, it ties in well with, kind of, the updates that we have set up for the triage tickets and the co… the…
163 00:21:57.930 ⇒ 00:22:02.030 Pranav Narahari: Central.copilot? Yeah, exactly.
164 00:22:02.490 ⇒ 00:22:15.820 Pranav Narahari: And then, also, what we want to do here is, like, we don’t want this to be just, like, a one-time thing on, like, historical data. We want this to be, like, an ongoing system. So, like, maybe another part of this meeting that we’ll have weekly is going to be assessing last week’s,
165 00:22:16.320 ⇒ 00:22:20.949 Pranav Narahari: like, transcripts, seeing what pictures… I mean, sorry, what,
166 00:22:21.310 ⇒ 00:22:24.270 Pranav Narahari: Questions. What questions? Yeah, what questions were being asked?
167 00:22:24.600 ⇒ 00:22:35.500 Pranav Narahari: Yeah, and then, so I think this is just gonna help us, like, ramp up a lot quicker in terms of usage. If, like, every week you have a different insight to give to each trainer,
168 00:22:35.650 ⇒ 00:22:40.840 Pranav Narahari: It’s just going to… just giving more direction here is the… is kind of like…
169 00:22:41.120 ⇒ 00:22:44.729 Pranav Narahari: what we found to be the biggest value add for Andy at this moment.
170 00:22:45.130 ⇒ 00:22:45.770 YvetteRuiz: No.
171 00:22:46.480 ⇒ 00:22:48.889 YvetteRuiz: What’s timeline on that, Pranav?
172 00:22:49.670 ⇒ 00:23:04.879 Pranav Narahari: Yeah, so the timeline for both of these things are by end of May, and so on top of this is also going to be some of the dashboard stuff that we’ve been talking about, you know, just kind of with Rel, instead of just having that one dashboard that we’re really looking at, we want to have, like.
173 00:23:05.160 ⇒ 00:23:14.340 Pranav Narahari: We’ve built out quite a few, we just… we know that there’s not been as much usage on those dashboards, and so we really wanted to find, like, hey.
174 00:23:14.340 ⇒ 00:23:25.809 Pranav Narahari: These are all the views that you guys have. Leverage them for each of the trainers, each of the departments, and so that’ll be all in parallel with this transcript analysis, and then the central.co-pilot.
175 00:23:26.200 ⇒ 00:23:27.759 YvetteRuiz: Okay, alright, thank you.
176 00:23:27.760 ⇒ 00:23:38.879 Pranav Narahari: And I also don’t want to just leave you with, like, at the end of the month or end of May, we’ll have it done. On Monday, what we’re gonna do is we’re going to give you guys concrete milestones for, like.
177 00:23:38.880 ⇒ 00:23:50.529 Pranav Narahari: when certain things are being completed for each of these two things I presented, and then also dashboards. So, we’re just finalizing that right now, and so by Monday, you can expect to have that as well.
178 00:23:51.470 ⇒ 00:24:00.119 YvetteRuiz: Excellent, thank you. On Monday, I was going to actually share some… some data. I think I shared with you before, as well, like.
179 00:24:00.240 ⇒ 00:24:05.970 YvetteRuiz: I was looking at last month’s KPIs, and there’s certain individuals that have,
180 00:24:07.000 ⇒ 00:24:21.350 YvetteRuiz: very high hold counts that drive up a lot of hours. So, again, I think this all kind of ties in to kind of identify where… what is… what is it that’s keeping them from handling the phone call? So, I would.
181 00:24:21.350 ⇒ 00:24:21.790 Pranav Narahari: Total.
182 00:24:21.790 ⇒ 00:24:26.729 YvetteRuiz: Share some insight data, just so you can kind of get a full picture of what…
183 00:24:26.920 ⇒ 00:24:28.719 YvetteRuiz: We see on our end.
184 00:24:29.050 ⇒ 00:24:32.029 Pranav Narahari: Sure, that would actually be really useful to know, like, if
185 00:24:32.220 ⇒ 00:24:39.410 Pranav Narahari: we can even, you know, we have 30 minutes left here, but if we want to talk about it on Monday, too, that works. Because we kind of want to…
186 00:24:39.910 ⇒ 00:24:56.369 Pranav Narahari: we want to find the biggest value add first and do that. So if you’re noticing maybe certain departments are having the high hold times, let’s focus on those ones first, let’s get the transcripts from them, and then we can do top 10 missed intents for just those specific departments to start off with.
187 00:24:57.160 ⇒ 00:25:07.819 Pranav Narahari: So, let’s talk a little bit about how we can refine this as well. If there’s certain… what I would say, though, is, you know, we’ve talked about a lot of different projects.
188 00:25:08.370 ⇒ 00:25:11.720 Pranav Narahari: these are the top two projects that I think are going to…
189 00:25:11.800 ⇒ 00:25:15.789 Pranav Narahari: support Andy where it needs to be supported right now.
190 00:25:15.860 ⇒ 00:25:26.510 Pranav Narahari: going forward, maybe just having Andy as a voice as the first pass may be really interesting. Yvette, I think that’s something that you brought up as, like, something that might be interesting to you.
191 00:25:26.520 ⇒ 00:25:36.470 Pranav Narahari: So, I think by first increasing accuracy, making sure that when we create, like, these actionable, like, recommendations,
192 00:25:36.900 ⇒ 00:25:41.749 Pranav Narahari: Andy can support them, that’s going to be, I think, the first step to then…
193 00:25:41.750 ⇒ 00:25:42.280 YvetteRuiz: Yeah.
194 00:25:42.730 ⇒ 00:25:43.300 Pranav Narahari: Yeah.
195 00:25:43.300 ⇒ 00:25:44.850 YvetteRuiz: Yep, yep, yep.
196 00:25:45.900 ⇒ 00:25:49.160 YvetteRuiz: I agree, yeah, and I want to stick to that.
197 00:25:49.160 ⇒ 00:25:50.630 Pranav Narahari: Yes.
198 00:25:50.930 ⇒ 00:25:51.830 Pranav Narahari: Definitely.
199 00:25:54.290 ⇒ 00:26:02.600 Pranav Narahari: Any other questions here? Matt, anything that’s, top of mind based on… These future projects?
200 00:26:04.840 ⇒ 00:26:09.609 MattBurns: I don’t… I don’t think saying anything right off the top. I think Yvette’s on the right track, for sure, with the…
201 00:26:10.940 ⇒ 00:26:17.379 MattBurns: You know, the top 10 missed intense is certainly an opportunity, definitely.
202 00:26:18.270 ⇒ 00:26:23.360 MattBurns: Is there, you know, do you see a correlation, Yvette, with…
203 00:26:24.190 ⇒ 00:26:30.969 MattBurns: hold times and use of… use of Andy, or lack thereof, or is it too early to tell that yet?
204 00:26:32.280 ⇒ 00:26:51.240 YvetteRuiz: I think it’s too early right now. I mean, I… for me, it’s… it’ll be interesting to kind of really, when you start doing a deep dive, to see, are they pausing to go get an answer from somewhere? Are they utilizing Andy? And that’s what I really want to get to, because, my goodness, if you can shave…
205 00:26:51.380 ⇒ 00:27:05.549 YvetteRuiz: I mean, you have two… I mean, I just looked… I’m just using one for… I mean, if you get, like, a person who has over 100 hold times, and that drives up 8 hours in a month, it’s kind of a concern there. And… but you could also see they’re a new hire, so…
206 00:27:05.720 ⇒ 00:27:14.790 YvetteRuiz: If I can kind of fill those gaps and kind of figure out, hey, where is the issue, and are they utilizing Andy to get the answers that they need? That’s going to be a lot of value.
207 00:27:15.010 ⇒ 00:27:15.570 MattBurns: Yeah.
208 00:27:15.850 ⇒ 00:27:16.859 MattBurns: Good, good point.
209 00:27:19.550 ⇒ 00:27:36.319 Uttam Kumaran: Yeah, and part of the reason we wanted to push the, the first project as well is that I know that if… if… even if Andy, like, for example, if we were like, hey, we can cut the response times down, but if the answer is wrong, then that sort of, like, makes everything moot, right? So…
210 00:27:36.320 ⇒ 00:27:41.049 Uttam Kumaran: I think we wanted to try to solve, as much as possible, this feedback loop.
211 00:27:41.050 ⇒ 00:27:56.269 Uttam Kumaran: Because I think, originally, I just don’t think we expected that many updates to the central dock as there is, which is great. And so that’s why I think we’re building some more resourcing around, like, how that flow works, in addition to, like, driving out
212 00:27:56.270 ⇒ 00:28:03.899 Uttam Kumaran: this transcript analysis. I mean, I told Pranav that our… we… we… we’re showing that it’s working, and it’s… it’s getting faster. I think…
213 00:28:03.900 ⇒ 00:28:18.939 Uttam Kumaran: he highlighted, like, how much the new system is faster, and that’s, like, how we’re trending. And so I want us to drive towards, like, okay, we know the system is working, it’s accurate, and, like, again, continue to say, like, why aren’t people using it? And exactly, Yvette, you’re gonna notice
214 00:28:18.940 ⇒ 00:28:24.339 Uttam Kumaran: Hopefully in our analysis that, it does… there is a correlation with… with lower hold times.
215 00:28:24.340 ⇒ 00:28:38.769 Uttam Kumaran: And then hopefully it gives you, like, a clear area of, like, who to focus on, or where to focus, you know, because, yeah, if people are able to get an answer in 10 seconds, and that shaves, like, minutes of whole time, you know, every call, I think it’s great.
216 00:28:39.350 ⇒ 00:28:40.020 YvetteRuiz: Yep.
217 00:28:40.020 ⇒ 00:28:46.630 MattBurns: Was the… was the increase in speed, Utam, mainly because of just the cleanup of the central dock, really?
218 00:28:47.930 ⇒ 00:29:00.670 Uttam Kumaran: Yeah, I mean, I think maybe, Pranav, you can comment on, like, what contribute… what contributed. Yeah, so I think there’s that. We also have… we kind of moved it to a system, where we’re, like, there was a lot of pieces in between.
219 00:29:00.720 ⇒ 00:29:15.450 Uttam Kumaran: somebody asking a question from going to the AI, looking through Central Doc, coming all the way back, we’ve cut several pieces of that. And some of the new… the latest AI models are also just faster. And so, like, all of that sort of contributed
220 00:29:15.550 ⇒ 00:29:26.389 Uttam Kumaran: To it, but again, I think a lot of the hiccups we had the last, like, 3-6 months are these, like, we edited the central doc, and then it didn’t represent, or the lookup was wrong, so…
221 00:29:26.520 ⇒ 00:29:42.890 Uttam Kumaran: I think the speed has always been pretty good, and I think we continue to attack it, but the accuracy piece is something that, like, I feel like we’re… we’re getting a lot better on, but that hinges everything, right? For the team to feel confident, to go to people, to push them to use it.
222 00:29:42.920 ⇒ 00:29:49.199 Uttam Kumaran: you don’t also want, in one ear to be like, oh, I don’t know if it’s gonna answer properly, you know? So…
223 00:29:49.430 ⇒ 00:30:02.239 Uttam Kumaran: Yeah, I still think we have a line of sight towards reducing the speed, and it’s something that I continue to push the team on. But again, like, I want to make sure that we close this… the loop on updating things.
224 00:30:02.240 ⇒ 00:30:10.720 Uttam Kumaran: I think making it into the system, and then that is, like, in a good spot. More people can add updates, they go through, like, a triage process through Janiece.
225 00:30:10.780 ⇒ 00:30:20.269 Uttam Kumaran: And then make it. And now I feel really great, because we’re scaled towards across many different organizations. I think one thing, Matt, like, you know, in talking about, like.
226 00:30:20.270 ⇒ 00:30:27.129 Uttam Kumaran: future projects, one of the things that we talked about in the beginning was, like, can we use this for other use cases at ABC? Like.
227 00:30:27.130 ⇒ 00:30:45.920 Uttam Kumaran: people in the field calling to ask about HR policies, right? So any other policy-related, can we adapt to the system? I think totally. And then I think one of the pieces that Yvette and I used to talk about was sort of putting Andy behind a phone, right? And I told… I sort of told that to Pranav, and he’s like, well, I have to make sure… we have to make sure that, like.
228 00:30:46.060 ⇒ 00:31:00.969 Uttam Kumaran: this thing is accurate and fast before, like, any of that anyways, and I was like, okay, good, that’s, like, good pushback. So I was like, okay, we will, like, we’re gonna continue to hit that, because any system, any other team is going to want to make updates, so nailing this, like.
229 00:31:01.040 ⇒ 00:31:09.039 Uttam Kumaran: that wheel is going to be really positive, but I totally see a path for us to start leveraging this across, you know, other parts of the business, definitely, so…
230 00:31:10.790 ⇒ 00:31:11.520 MattBurns: Makes sense.
231 00:31:13.160 ⇒ 00:31:20.260 YvetteRuiz: And I just want to add, Utam, Pranav has been extremely helpful, so, really thankful, so thank you.
232 00:31:20.260 ⇒ 00:31:20.790 Uttam Kumaran: Yeah.
233 00:31:20.790 ⇒ 00:31:22.239 YvetteRuiz: I know.
234 00:31:22.240 ⇒ 00:31:39.650 Uttam Kumaran: None of us are going anywhere. I think Amber is now moving into, actually, like, more of an analyst role, so she’s probably actually going to contribute a lot to the transcript analysis work. But yeah, we’re also growing, you know, like, and so Pranav is actually moving back to Austin, which I’m excited about.
235 00:31:39.650 ⇒ 00:31:41.389 YvetteRuiz: Yeah, so I sat next.
236 00:31:41.390 ⇒ 00:31:43.800 Uttam Kumaran: Next time he’s here, we have to come say hi and bring.
237 00:31:43.800 ⇒ 00:31:44.880 YvetteRuiz: Yes.
238 00:31:44.880 ⇒ 00:31:45.340 Uttam Kumaran: So…
239 00:31:45.340 ⇒ 00:31:45.930 Pranav Narahari: Yeah.
240 00:31:46.680 ⇒ 00:31:53.110 YvetteRuiz: Yeah, we told him he has to come to San Antonio, too, so… Yes, yes. You know, I was actually in San.
241 00:31:53.110 ⇒ 00:31:56.100 Uttam Kumaran: San Antonio, I went to the Pearl Street area for the first time.
242 00:31:56.100 ⇒ 00:31:56.760 YvetteRuiz: Oh!
243 00:31:57.060 ⇒ 00:32:00.520 Uttam Kumaran: I’ve never been there, why don’t we have something like that here?
244 00:32:00.520 ⇒ 00:32:01.290 YvetteRuiz: I feel like.
245 00:32:01.290 ⇒ 00:32:03.089 Uttam Kumaran: The only thing close to that is, like.
246 00:32:03.320 ⇒ 00:32:08.959 Uttam Kumaran: 4th, like, 2nd Street, downtown, there’s, like, some… there’s, like, one area where there’s trees, and I’m like…
247 00:32:09.280 ⇒ 00:32:12.489 Uttam Kumaran: This is the best thing ever, like… Yeah, what is that?
248 00:32:12.490 ⇒ 00:32:13.330 YvetteRuiz: Nice.
249 00:32:13.330 ⇒ 00:32:17.740 JanieceGarcia: Wouldn’t that be kind of like the amphitheater portion in Austin?
250 00:32:18.180 ⇒ 00:32:20.579 Uttam Kumaran: Maybe. I just feel like this was, like…
251 00:32:20.580 ⇒ 00:32:21.760 Pranav Narahari: Eric over there, yeah.
252 00:32:21.760 ⇒ 00:32:22.620 JanieceGarcia: Right.
253 00:32:22.900 ⇒ 00:32:24.059 Pranav Narahari: Yeah, yeah, yeah.
254 00:32:24.310 ⇒ 00:32:28.729 Uttam Kumaran: Yeah, I just think, like, it was just all these restaurants, and, like.
255 00:32:29.070 ⇒ 00:32:33.700 Uttam Kumaran: I don’t know, and there’s, like, the… I went through, like, the… that hotel that’s there, and, like.
256 00:32:33.700 ⇒ 00:32:35.510 YvetteRuiz: The Emma Hotel, it’s really…
257 00:32:35.510 ⇒ 00:32:38.340 Uttam Kumaran: I looked at everything on the wall. I looked at the prices, though. That’s…
258 00:32:38.740 ⇒ 00:32:49.489 Uttam Kumaran: But, I don’t know, I just… I never… I’d just been to the Riverwalk, and then a friend of mine lives down there, and he was like, hey, like, let’s just meet here. I’m like, this is the nicest place ever.
259 00:32:49.490 ⇒ 00:32:54.110 YvetteRuiz: Yeah, they’ve done a lot of good work down there. They build a lot and stuff. It’s really nice there.
260 00:32:54.110 ⇒ 00:32:55.610 Uttam Kumaran: Yeah. Yeah.
261 00:32:56.380 ⇒ 00:32:57.420 JanieceGarcia: For sure.
262 00:32:57.420 ⇒ 00:33:00.029 Pranav Narahari: Excited, excited for the summer, then.
263 00:33:00.030 ⇒ 00:33:01.920 YvetteRuiz: There you go. Yeah.
264 00:33:01.920 ⇒ 00:33:03.630 JanieceGarcia: Come on, we’ll be ready!
265 00:33:05.050 ⇒ 00:33:05.930 Pranav Narahari: Awesome.
266 00:33:06.580 ⇒ 00:33:14.499 YvetteRuiz: Well, thank you guys so much, appreciate, you know, the information and all the work going into it, so thank you.
267 00:33:14.570 ⇒ 00:33:15.899 MattBurns: Perfect, and yeah, we’ll.
268 00:33:15.900 ⇒ 00:33:18.410 Pranav Narahari: We’ll get that full roadmap off to you guys on Monday.
269 00:33:18.650 ⇒ 00:33:25.770 JanieceGarcia: Thank you so much, and yes, I’m gonna piggyback off of Yvette. I mean, any question that I’ve had, Utam Pranov has jumped.
270 00:33:25.940 ⇒ 00:33:31.850 JanieceGarcia: to it, and getting us back in Slack, and helping out on how We work in Slack?
271 00:33:32.430 ⇒ 00:33:35.019 JanieceGarcia: It’s been really helpful, so, but yeah.
272 00:33:35.350 ⇒ 00:33:36.000 Pranav Narahari: Awesome.
273 00:33:36.720 ⇒ 00:33:38.810 MattBurns: Good to hear. Good to meet you, Pranav. Thank you.
274 00:33:38.810 ⇒ 00:33:41.040 Pranav Narahari: Yeah, nice to meet you, Matt. See you soon.
275 00:33:41.340 ⇒ 00:33:41.790 MattBurns: Bye-bye.
276 00:33:42.030 ⇒ 00:33:43.049 YvetteRuiz: Alrighty guys, bye!
277 00:33:43.380 ⇒ 00:33:43.970 Uttam Kumaran: Bye.
278 00:33:43.970 ⇒ 00:33:44.610 Pranav Narahari: See ya.