Meeting Title: April + May Roadmap Review Session Date: 2026-03-25 Meeting participants: YvetteRuiz, Pranav Narahari, read.ai meeting notes, JanieceGarcia
WEBVTT
1 00:00:36.080 ⇒ 00:00:39.410 YvetteRuiz: David No, not there.
2 00:00:42.010 ⇒ 00:00:45.570 YvetteRuiz: This past agreement, but there’s not, like…
3 00:00:45.760 ⇒ 00:00:50.820 YvetteRuiz: This one just says agreement, agreement. It’s not really saying much.
4 00:00:51.550 ⇒ 00:00:52.819 YvetteRuiz: You are intent.
5 00:02:39.820 ⇒ 00:02:41.340 YvetteRuiz: Hello!
6 00:02:43.960 ⇒ 00:02:45.330 Pranav Narahari: Hey, Yvette, how’s it going.
7 00:02:45.330 ⇒ 00:02:47.500 YvetteRuiz: Hi, I’m good, and yourself?
8 00:02:47.500 ⇒ 00:02:50.989 Pranav Narahari: I’m good, I’m good. I see there’s a lot of testing going on.
9 00:02:51.720 ⇒ 00:02:53.010 YvetteRuiz: Yes.
10 00:02:53.340 ⇒ 00:02:58.680 YvetteRuiz: I’m… oh my goodness, I’m so sleepy this afternoon. I’m crashing.
11 00:02:59.360 ⇒ 00:03:02.179 Pranav Narahari: Yeah, this is one of our latest meetings, I think, right?
12 00:03:02.180 ⇒ 00:03:09.480 YvetteRuiz: I know, I was like, do I have another meeting? I’m just like, I sure do.
13 00:03:09.480 ⇒ 00:03:10.090 Pranav Narahari: Okay.
14 00:03:10.560 ⇒ 00:03:11.800 YvetteRuiz: How are you doing?
15 00:03:12.590 ⇒ 00:03:21.639 Pranav Narahari: I’m doing pretty good. So I think today we talked a lot about ABC. We’re seeing that there’s some feedback that… which is really good feedback.
16 00:03:22.410 ⇒ 00:03:32.960 Pranav Narahari: some of it having to do with, DB stuff. What we’re realizing is that the DB updates that Janiece is making, and I’m… I’ll repeat this too again when Janice is here, but…
17 00:03:33.430 ⇒ 00:03:52.889 Pranav Narahari: they’re… they’re actually successful in going into the application. What we’re noticing, though, is that the chat history is being included into each of the AND, like, requests, and so if it sees that, previous message was incorrect, but then we’ve updated the DB so that now that it’ll…
18 00:03:52.940 ⇒ 00:04:03.309 Pranav Narahari: it should give the right answer, or at least it has the right information in the database. It’ll still sometimes say, sorry, we don’t have that information, or give the previous incorrect answer.
19 00:04:04.620 ⇒ 00:04:18.129 Pranav Narahari: That’s a really quick fix, actually, but it’s just good that we caught that, because, you know, say if we were making updates in the middle of the day, we don’t want it to be based off of… we don’t want Andy to be answering based off previous information.
20 00:04:18.130 ⇒ 00:04:19.560 YvetteRuiz: Yeah, makes sense.
21 00:04:19.560 ⇒ 00:04:23.990 Pranav Narahari: It’s very much so an edge case, it’s not gonna happen very often, I think.
22 00:04:24.340 ⇒ 00:04:31.779 Pranav Narahari: And Janice, we were just talking about, like, the DB updates, thing that you’re working with, Casey with on.
23 00:04:31.990 ⇒ 00:04:47.730 Pranav Narahari: So, to kind of give you a little bit more insight into, like, what’s happening there is the updates are being successful into the database. However, when you’re querying Andy, and so, say, like, you just asked a question, you saw that it was giving the incorrect information.
24 00:04:47.730 ⇒ 00:04:52.180 Pranav Narahari: then you update the zip code DB, ask the same question again.
25 00:04:52.180 ⇒ 00:05:05.579 Pranav Narahari: That’s what’s causing… that’s where the issue is arising, and why it’s arising is because it’s using the chat context as the chat history as context for the request.
26 00:05:06.080 ⇒ 00:05:12.450 JanieceGarcia: So, that’s why I put a little green checkmark on that… on the last one that I asked, because…
27 00:05:13.070 ⇒ 00:05:20.500 JanieceGarcia: it was giving me the wrong answer. I put it in our chat with you guys, but then I went and asked it again, and it gave me the right one.
28 00:05:20.630 ⇒ 00:05:22.199 Pranav Narahari: Yeah, so…
29 00:05:22.200 ⇒ 00:05:27.430 JanieceGarcia: like it just needs a second. I need to give it a minute to answer, but I’ve been…
30 00:05:28.530 ⇒ 00:05:30.919 JanieceGarcia: Firing away at this thing.
31 00:05:31.860 ⇒ 00:05:34.650 JanieceGarcia: Okay, keep going. I do have some stuff, though.
32 00:05:34.650 ⇒ 00:05:47.460 Pranav Narahari: Perfect, yeah. So, I was just talking to you about how that’s, like, a little bit of an edge case, but I’m happy we kind of caught that too, because it’s now internally making us reflect on how often do these updates need to be happening.
33 00:05:47.590 ⇒ 00:05:50.150 Pranav Narahari: You know, so if…
34 00:05:50.320 ⇒ 00:06:06.800 Pranav Narahari: You know, I doubt that, you know, we’re gonna get back-to-back questions like that in, like, the span of maybe, like, a minute or so. And we might get the back-to-back questions that are the same, too, but then with the added element of, we made a DB update.
35 00:06:06.810 ⇒ 00:06:15.369 Pranav Narahari: in that exact time. It’s very much so an edge case, but it just raises the conversation of how often are we going to be
36 00:06:15.520 ⇒ 00:06:21.850 Pranav Narahari: updating… Andy’s, andy… Andy’s like, documents?
37 00:06:21.850 ⇒ 00:06:22.830 JanieceGarcia: Yeah.
38 00:06:23.280 ⇒ 00:06:24.350 Pranav Narahari: So…
39 00:06:24.710 ⇒ 00:06:36.319 Pranav Narahari: Yeah, I’m glad that you guys were able to basically do all this QA testing today. And Janice, I did want to… I know we kind of wanted to spend a lot of time on the roadmap today, and we still can, but
40 00:06:36.480 ⇒ 00:06:44.610 Pranav Narahari: happy to first go over just, like, how QAing went today. Anything that wasn’t just, like, already discussed in the chat, too, like…
41 00:06:45.180 ⇒ 00:06:46.649 Pranav Narahari: We can discuss as well.
42 00:06:47.150 ⇒ 00:06:50.260 JanieceGarcia: Scheduling… I found…
43 00:06:50.260 ⇒ 00:06:51.100 YvetteRuiz: Oops.
44 00:06:51.330 ⇒ 00:06:52.880 YvetteRuiz: Oh. I’m going to check it out.
45 00:06:53.630 ⇒ 00:06:57.650 JanieceGarcia: Okay, so I know, commercial…
46 00:06:57.910 ⇒ 00:07:03.859 JanieceGarcia: Great feedbacks, really, really good on that. Lon, as well, the scheduling team.
47 00:07:04.840 ⇒ 00:07:15.920 JanieceGarcia: Yes, besides those templates and those other… those documents that we were wanting to make sure was in there for the new sales that we’re scheduling, those are not showing in the new stuff at all.
48 00:07:16.120 ⇒ 00:07:20.600 JanieceGarcia: So I don’t know if those updates weren’t reflected on that.
49 00:07:20.830 ⇒ 00:07:21.350 JanieceGarcia: We’re.
50 00:07:21.350 ⇒ 00:07:35.469 Pranav Narahari: Yeah, so I just brought that up with our team, too, because that was something that I captured from our conversation. I pulled in, like, you, I think, emailed me that document, and then I let our team know. I believe it’s even in that Google Drive, if you take a look.
51 00:07:35.470 ⇒ 00:07:36.170 JanieceGarcia: It is.
52 00:07:36.370 ⇒ 00:07:43.219 Pranav Narahari: Yeah, so, yeah, that wasn’t, like, lost or anything in communications, like, we definitely set that up.
53 00:07:43.470 ⇒ 00:07:55.529 Pranav Narahari: now we’re just looking into why are… why is it not being retrieved, into Andy? So, working on that as we speak. So, like, Casey and Mustaf are looking at that right now. Yeah.
54 00:07:55.530 ⇒ 00:08:11.910 JanieceGarcia: Okay, the only other one I need to circle back, with home improvement and mechanical. Not sure if they’ve had time, because I did have their sessions yesterday, so we were going to reschedule those,
55 00:08:11.910 ⇒ 00:08:30.220 JanieceGarcia: Mechanical, Tara, and Rayanne did keep their session yesterday and just made sure that they went through all the rest of the updates that needed to happen with Ashley and Cass, so, I know the updates were done for Mechanical, but on the QA side, home improvement and Mechanical with dispatch has not been done, so I need to follow up with them.
56 00:08:30.550 ⇒ 00:08:42.150 JanieceGarcia: Okay. So I’ll get back to you on… with those. Other than that, like I said, feedback’s actually been really, really good. The speed, not so bad. We’ve even tested the speed.
57 00:08:42.150 ⇒ 00:08:56.290 JanieceGarcia: with the managers that I’ve worked with today, and we’re looking at about 5 to 7 seconds, so it’s not… not bad at all. We know it’ll come with time to get easier.
58 00:08:56.600 ⇒ 00:09:15.380 JanieceGarcia: The other thing, because on the lawn side, we’re really focused on, and they have a lot of updates in regards to who does what type of services. I’ll take aeration, for example, but we noticed that there… those guys were not even in the database. We did add one.
59 00:09:16.930 ⇒ 00:09:31.709 JanieceGarcia: to piggyback off of that, we also looked at irrigators because they were asking irrigation questions, and the irrigators are not in there, like, for San Antonio, or for any branch. There’s one irrigator in there for the Austin, but they have more than that.
60 00:09:31.710 ⇒ 00:09:40.640 JanieceGarcia: So, I’m not sure where that had fallen through from before, so I want to make sure that the irrigators do get in there, Pranov.
61 00:09:40.640 ⇒ 00:09:45.799 Pranav Narahari: So, lawn and irrigators, I’ll bring both of those things up, with Casey.
62 00:09:46.250 ⇒ 00:09:58.529 JanieceGarcia: Okay, but like I said, other than that, they’ve… they’ve been firing away. We’ve… and I’ve asked them, until we hear otherwise, for any questions that they do, or for Lanier tickets that come through.
63 00:09:58.530 ⇒ 00:10:07.549 JanieceGarcia: I want them to ask on the Andy QA to make sure that the update’s actually in there, and it just hasn’t been filtered over to all of the CSRs yet.
64 00:10:08.080 ⇒ 00:10:08.730 Pranav Narahari: Okay.
65 00:10:11.550 ⇒ 00:10:13.590 JanieceGarcia: So that way, there’s no double work being done.
66 00:10:14.190 ⇒ 00:10:15.179 Pranav Narahari: Yeah, yup.
67 00:10:18.310 ⇒ 00:10:20.270 JanieceGarcia: There you go, that’s my update.
68 00:10:20.270 ⇒ 00:10:20.840 YvetteRuiz: Perfect.
69 00:10:20.840 ⇒ 00:10:37.399 Pranav Narahari: That’s great. No, I was, I was hoping for this type of, like, this level of QA. I’m not sure, like, before I had joined, like, if you guys had been doing, like, QA like this before, or if, like, we’ve set up something, so I think this is really where we can get a lot of information, you know? Like.
70 00:10:37.750 ⇒ 00:10:53.890 Pranav Narahari: Janice, like, I’ll probably never fully get, like, the level of understanding that you have on a department level, and so for you to be able to, like, have that type of conversation with the trainers to, like, ask, like, specific questions, that’s what’s gonna help us a lot to improve, like, so, like, sessions like this.
71 00:10:54.980 ⇒ 00:11:02.869 Pranav Narahari: And so, yeah, on that note too, so, like, tomorrow when you’re able to do it for, mechanical and, what’s the other department you said you…
72 00:11:02.870 ⇒ 00:11:03.920 JanieceGarcia: Home Improvement.
73 00:11:03.920 ⇒ 00:11:23.030 Pranav Narahari: and home improvement, we’ll… we’ll look for, like, the comments that come after that as well, and then tomorrow by end of day, if you guys give the green light, basically we’re just waiting for y’all to give us the green light, and then we can do the cutover so that Andy that everyone’s been using can… will have all the updates.
74 00:11:24.470 ⇒ 00:11:33.679 Pranav Narahari: So, on our end, everything has been set up to do that. We’re just gonna hop on a… like, internally, we’ll just hop on a call, do that, and then give you guys a thumbs up in the Slack channel.
75 00:11:34.240 ⇒ 00:11:34.820 JanieceGarcia: Okay
76 00:11:37.690 ⇒ 00:11:52.270 JanieceGarcia: So then I’m gonna set, and I, like I said, I’m gonna send a following… follow-up email, and then I’ll follow up with those departments, but I’ll set a goal for myself to have you the green light, by tomorrow afternoon, end of day.
77 00:11:52.270 ⇒ 00:11:52.890 YvetteRuiz: Nick.
78 00:11:52.890 ⇒ 00:11:54.700 JanieceGarcia: So that way, Friday morning, we’re…
79 00:11:54.960 ⇒ 00:11:57.449 JanieceGarcia: Rockin’ and rollin’ on the… on everything new.
80 00:11:57.940 ⇒ 00:12:05.360 Pranav Narahari: Yeah, that’s perfect. Yeah, if we could, do the cutover tomorrow, then yeah, Friday morning, you can let everybody know.
81 00:12:05.360 ⇒ 00:12:05.850 JanieceGarcia: It’s…
82 00:12:05.850 ⇒ 00:12:06.660 Pranav Narahari: to go.
83 00:12:07.020 ⇒ 00:12:07.680 JanieceGarcia: Okay.
84 00:12:07.680 ⇒ 00:12:08.859 Pranav Narahari: Sounds like a good plan.
85 00:12:10.120 ⇒ 00:12:25.669 JanieceGarcia: Awesome, and you probably will see the Lanier tickets spike up, because we’ve been doing… we’ve been trying to keep Casey updated with something that’s not coming through properly, but it’s a trainer or a manager or myself that’s assigning those to Casey, because it’s from the QA.
86 00:12:25.960 ⇒ 00:12:26.860 JanieceGarcia: Q&A.
87 00:12:27.710 ⇒ 00:12:31.650 YvetteRuiz: You mentioned commercial was good, is that what you heard earlier?
88 00:12:32.190 ⇒ 00:12:33.700 JanieceGarcia: Commercial, they hit their…
89 00:12:33.700 ⇒ 00:12:35.830 YvetteRuiz: I’m sorry, what?
90 00:12:35.830 ⇒ 00:12:44.760 JanieceGarcia: They hit their goal, so Haley did… well, Haley’s over 50 questions now. Andrea’s been doing her own, but they’ve both already given good feedback.
91 00:12:44.880 ⇒ 00:12:52.990 JanieceGarcia: For that. And what we did is, in the session today, I had with Haley by… by herself, because Andrea was
92 00:12:53.590 ⇒ 00:13:10.750 JanieceGarcia: doing… had something else, but I did have Haley, and that’s all we did. And then with Lawn this afternoon, that’s all we did, and I brought Danielle, actually, into that one, and that’s… that’s what we were doing. We’re firing away and doing… taking that time for the QA.
93 00:13:11.800 ⇒ 00:13:12.440 YvetteRuiz: Okay.
94 00:13:12.440 ⇒ 00:13:14.540 JanieceGarcia: And then I’m getting their feedback at that point, too.
95 00:13:14.850 ⇒ 00:13:21.929 YvetteRuiz: Okay, and then so… Tomorrow, you’re… checking in with Tara.
96 00:13:22.750 ⇒ 00:13:23.180 JanieceGarcia: Fantastic.
97 00:13:23.180 ⇒ 00:13:23.990 YvetteRuiz: Brenda.
98 00:13:24.220 ⇒ 00:13:26.999 JanieceGarcia: Ashley, yep, and Brenda, with their trainers, yeah.
99 00:13:34.800 ⇒ 00:13:35.340 YvetteRuiz: Okay.
100 00:13:36.350 ⇒ 00:13:37.750 JanieceGarcia: Yes, ma’am.
101 00:13:40.780 ⇒ 00:13:41.600 YvetteRuiz: Alright.
102 00:13:44.290 ⇒ 00:13:47.020 Pranav Narahari: Perfect. After that, too, like…
103 00:13:47.290 ⇒ 00:13:52.600 Pranav Narahari: the… I’m also kind of looking forward right now, if we have the time,
104 00:13:52.660 ⇒ 00:14:10.689 Pranav Narahari: Yeah, we have… I think we set up 45 minutes for today’s call, right? Okay, perfect. Yeah. Yeah, we can go into a little bit of the roadmap into further depth. I’m just gonna share my screen and just show you the document, like, it’s a lot of text, I’ll just read over it. And then I’ll send this over to you guys, and…
105 00:14:10.860 ⇒ 00:14:15.110 Pranav Narahari: you know, probably Friday, we’ll… Have, like, a full presentation on it.
106 00:14:15.540 ⇒ 00:14:16.170 YvetteRuiz: Okay.
107 00:14:33.660 ⇒ 00:14:34.200 Pranav Narahari: Second…
108 00:14:34.740 ⇒ 00:14:39.219 YvetteRuiz: Excuse me! Oh my goodness, afternoon, I need to wake up!
109 00:14:41.860 ⇒ 00:14:46.649 Pranav Narahari: Yeah, I was just saying, Denise, before you join, it’s like, it’s the latest we’ve met, I think.
110 00:14:50.310 ⇒ 00:14:55.940 Pranav Narahari: It’s common for me, though. I usually am working after 5, because everyone’s either Central or East Coast. I mean.
111 00:14:55.940 ⇒ 00:14:57.360 YvetteRuiz: Oh my gosh.
112 00:14:58.970 ⇒ 00:15:00.489 JanieceGarcia: Do you start later, though?
113 00:15:01.530 ⇒ 00:15:05.290 Pranav Narahari: Things have been pretty busy, so I just kind of start earlier, too.
114 00:15:07.840 ⇒ 00:15:08.670 Pranav Narahari: Yeah.
115 00:15:08.840 ⇒ 00:15:14.189 Pranav Narahari: I don’t mind, you know, that’s the perk of working at home, too, you know, it’s not like I have to worry about commute or anything.
116 00:15:14.520 ⇒ 00:15:16.849 YvetteRuiz: That’s true.
117 00:15:22.650 ⇒ 00:15:28.379 Pranav Narahari: Okay… You guys can see my, screen right now?
118 00:15:28.380 ⇒ 00:15:30.460 YvetteRuiz: We can… I can, yep.
119 00:15:30.830 ⇒ 00:15:31.940 Pranav Narahari: Perfect, perfect.
120 00:15:32.110 ⇒ 00:15:34.220 JanieceGarcia: initiatives and projects?
121 00:15:35.050 ⇒ 00:15:35.660 Pranav Narahari: Yep.
122 00:15:35.910 ⇒ 00:15:37.030 Pranav Narahari: Yep, yep, yep.
123 00:15:38.060 ⇒ 00:15:39.919 Pranav Narahari: Let me get back to that screen.
124 00:15:44.680 ⇒ 00:15:46.980 Pranav Narahari: Okay. Yeah, so,
125 00:15:47.060 ⇒ 00:15:53.319 Pranav Narahari: A lot of this stuff is gonna look familiar. We’ve talked a little bit about how we wanted to
126 00:15:53.370 ⇒ 00:16:08.959 Pranav Narahari: up… kind of reduce, like, the manual workload of updating the central dock, and that’s exactly what this initiative is. I tried to kind of be, like, really structured. We have, like, a system internally at Brainforge where we really, like, try to structure each one of these things out.
127 00:16:08.960 ⇒ 00:16:18.089 Pranav Narahari: And then define initiatives, and then this central.copilot is something that I’ve already discussed in a presentation, like, last week.
128 00:16:18.870 ⇒ 00:16:37.889 Pranav Narahari: And so this is gonna be basically tackling that issue of, like, a lot of manual tasks. And then the added component of this is not just that it’s manual, but that it’s sometimes inaccurate, sometimes we’re adding conflicting information, and sometimes it’s affecting the structure of the document, which then reduces accuracy.
129 00:16:39.250 ⇒ 00:16:40.500 Pranav Narahari: And so…
130 00:16:40.900 ⇒ 00:16:55.269 Pranav Narahari: I kind of wanted to go in here and just, like, discuss how we thought about, building this, like, the timelines and, like, the… the shorter-term, like, deliverables. And so…
131 00:16:55.890 ⇒ 00:16:58.669 Pranav Narahari: I’ll go first, just kind of on this,
132 00:16:58.670 ⇒ 00:17:21.229 Pranav Narahari: like, central.copilot, which is, we first just want to set up the system for you guys without the automation in place, and that’ll be the first step. And so, in a couple weeks, we should be able to fully just set up the system, and I think the plan for this is by end of next week, set up the system within, linear, so that everybody’s…
133 00:17:21.230 ⇒ 00:17:26.679 Pranav Narahari: And understands that these are the individual checkpoints that need to be met, and then
134 00:17:26.680 ⇒ 00:17:35.190 Pranav Narahari: The final one being, Yvette and Janiece, you two being able to give the sign-off if this information can go, and is ready to go, into the central dock.
135 00:17:35.360 ⇒ 00:17:43.730 Pranav Narahari: And so, I think right now with Linear, I’ve just noticed that there’s, like, a ton of, like, old, tickets in there.
136 00:17:44.350 ⇒ 00:17:45.300 Pranav Narahari: there’s…
137 00:17:45.760 ⇒ 00:18:02.899 Pranav Narahari: there’s just a lot going on there that I feel like isn’t fully… there’s not a… there’s not a standard procedure there. And so, what I plan to do is just completely standardize this. If things are falling out of line, it’s immediately tracked, and we, we catch it, we discuss it, and then get it back on track.
138 00:18:03.190 ⇒ 00:18:17.139 YvetteRuiz: So, question on that, really quick, Panaro, I’m sorry, so I don’t get into leaner, at all, but I know we talked… that was something that had… we had talked about that way back when, I know Utem had to come in.
139 00:18:17.600 ⇒ 00:18:25.630 YvetteRuiz: Are… so with… when you say that, are we gonna clean up some of those tickets? Do we still have the same SLA?
140 00:18:25.820 ⇒ 00:18:33.369 YvetteRuiz: answering within 24 hours, and then whoever has ownership of that, whether it be us or… is that the same structure? Am I…
141 00:18:34.440 ⇒ 00:18:52.740 Pranav Narahari: Yeah, so this, this structure is just gonna be added on top of that. Okay. The structure of, yeah, with, a thumbs up or thumbs down, a linear ticket being added in, being added with the context of what was the conversation, that’s all still gonna be there. Okay.
142 00:18:52.770 ⇒ 00:19:04.410 Pranav Narahari: Janice, I believe your part of this process is you assess whether this is a central docs gap, or if this is a Brainforge and Andy’s code gap.
143 00:19:04.490 ⇒ 00:19:05.270 Pranav Narahari: Is that correct?
144 00:19:05.270 ⇒ 00:19:08.890 JanieceGarcia: Yeah. As well as database, so anything that…
145 00:19:09.000 ⇒ 00:19:21.449 JanieceGarcia: anything that needs to be updated, I do it from the actual ticket, and that’s where it gets kind of lost, because I’ve gone through with the managers on the Lanier system. I know we had to get Andrea back in there, not sh…
146 00:19:21.780 ⇒ 00:19:30.169 JanieceGarcia: Not sure, but I know she’s back in there. And the whole thing that I’ve done with the managers is asking them, okay, you can actually find and filter
147 00:19:30.630 ⇒ 00:19:39.669 JanieceGarcia: But like we saw a couple weeks ago, Pranav, when I was asking you about those other tickets, I even got lost at some point, because you don’t know where they go.
148 00:19:39.670 ⇒ 00:19:53.229 Pranav Narahari: Yeah, yeah, and so that’s the whole point of, like, this, this workflow, is that… that I’m gonna set up, is that we will have, like, a structure of, like, step one, step two, step three, to then the final step being
149 00:19:53.230 ⇒ 00:20:05.299 Pranav Narahari: this is now a closed-out ticket, the doc has been updated, or it’s been rejected. You know, like, this is conflicting information, or it’s been duplicated by maybe another ticket that somebody created.
150 00:20:06.480 ⇒ 00:20:12.730 Pranav Narahari: Right. But then, in that way, everything has a start stage, and then everything will reach that end stage.
151 00:20:12.830 ⇒ 00:20:21.479 Pranav Narahari: if things get caught in the middle for too long, that’ll also be another alert. Like, nobody’s looked at this, and then, Janice, I will work with you to kind of
152 00:20:21.530 ⇒ 00:20:33.610 Pranav Narahari: fully operationalize this, like, okay, do we then send an alert to the email of the person that’s assigned to it? Does that alert also go to Yvette? Where do we…
153 00:20:34.150 ⇒ 00:20:37.260 Pranav Narahari: We will set up these exact,
154 00:20:37.380 ⇒ 00:20:40.710 Pranav Narahari: This exact flow, in the next week.
155 00:20:41.610 ⇒ 00:20:47.649 YvetteRuiz: Do we, are we also thinking, like, open tickets counts? Like, what’s open?
156 00:20:47.760 ⇒ 00:20:55.580 YvetteRuiz: what’s been closed? I mean, I don’t know if you want to measure that as well. I mean, to your point, Nov, you know what I mean? If it’s something that someone’s not
157 00:20:55.840 ⇒ 00:20:57.960 YvetteRuiz: Handled, or something.
158 00:20:58.680 ⇒ 00:21:03.889 YvetteRuiz: are we gonna be… I mean, is that something we wanna do? I mean, I would think… maybe?
159 00:21:03.890 ⇒ 00:21:14.240 Pranav Narahari: I think that’s great, you know, we can see how much of this, like, the automation’s actually helping. Are we able to get their tickets quicker? That’s… that’s what I have planned to show, like.
160 00:21:14.470 ⇒ 00:21:21.499 Pranav Narahari: at the… so, I’ll kind of just, like, quickly jump through these two, milestones, which is,
161 00:21:22.020 ⇒ 00:21:40.800 Pranav Narahari: where automation’s gonna help with this process is we’re gonna make sure that we figure out exactly where it should be placed in the central dock, and we’re gonna serve that information within linear as well. And so, Janice, you’ll… you or the trainer will be able to see, like, this is where the automation
162 00:21:40.800 ⇒ 00:21:51.390 Pranav Narahari: based on its understanding of the central doc structure, believes that this information should live. That’ll be based off of a templated
163 00:21:51.470 ⇒ 00:22:04.619 Pranav Narahari: form that the trainer or Janice that you, or whoever you assign the ticket to, will submit. When I say form, it’s not going to be a completely different UI, it’ll all just be through the linear activity.
164 00:22:04.620 ⇒ 00:22:14.600 Pranav Narahari: But I will work with the team to define what are the exact requirements of the information that we need to understand where it should be placed in the central dock.
165 00:22:14.910 ⇒ 00:22:15.889 Pranav Narahari: Does… does that make sense.
166 00:22:18.110 ⇒ 00:22:28.970 YvetteRuiz: Now, that sounds good. And our trainers, or whoever’s using it, obviously know how, once we have the established process and everything, Janiece, you’re going to work with them to make sure that they’re trained.
167 00:22:28.970 ⇒ 00:22:29.380 JanieceGarcia: they understand.
168 00:22:29.380 ⇒ 00:22:32.109 YvetteRuiz: They understand the turnaround, all that, right? Okay.
169 00:22:32.110 ⇒ 00:22:45.210 JanieceGarcia: Yes, and our turnaround, are we still keeping it at 24 hours? Because I did have a question, this morning, saying, okay, well, if we do that, and we have the automation, we have the help.
170 00:22:45.620 ⇒ 00:22:47.020 JanieceGarcia: Say we get…
171 00:22:47.060 ⇒ 00:23:03.649 JanieceGarcia: Because I’m also… I have a QA, and I have my KPIs that I’m reporting to Yvette, right? And making sure that everybody’s staying up to date. And with that, I also included the Lanier tickets, making sure that we are keeping those, because I don’t want them to get pushed back.
172 00:23:03.650 ⇒ 00:23:19.279 JanieceGarcia: So, question that came up when I was going over the structure on how that would work is, if they have a change that needs to happen to the database, they submit that form, we look at it, we approve it. If I have questions, of course, I’ll take it to Yvette, or…
173 00:23:19.380 ⇒ 00:23:26.499 JanieceGarcia: wherever I need to for the correct answers, and then from there, you guys are going to get it
174 00:23:27.220 ⇒ 00:23:37.320 JanieceGarcia: And then it’s going to be updated. So is it a total of 24 hours, or are we looking at, I have 24 hours, and then you guys have 24 hours? Because I would think I need to jump on that
175 00:23:37.470 ⇒ 00:23:38.350 JanieceGarcia: ASAP.
176 00:23:38.670 ⇒ 00:23:39.769 JanieceGarcia: For that update.
177 00:23:40.490 ⇒ 00:23:49.059 Pranav Narahari: Right, yeah. So, on our end, right, if you’re making that update into the database, that’s already going to be live into.
178 00:23:49.060 ⇒ 00:23:50.260 JanieceGarcia: That’s gonna be live, yeah.
179 00:23:50.260 ⇒ 00:23:57.679 Pranav Narahari: Yeah, so that’s, like, on our end, we don’t need even 24 hours. As soon as you make that update, there’s nothing else for us to do on our end.
180 00:23:58.080 ⇒ 00:23:58.490 JanieceGarcia: Okay.
181 00:23:58.490 ⇒ 00:24:04.300 YvetteRuiz: I’m talking about any open ticket, right? Like, I don’t… like, if we put a ticket in, or whatever that… that is.
182 00:24:04.480 ⇒ 00:24:16.960 YvetteRuiz: I think that that should be… I mean, because this sounds like, Pernoff said it’s probably automatic, it’ll go, but if there’s something that’s waiting, because that’s what we’ve had in the past, to where there’s tickets that were there, and it’s kind of like, okay.
183 00:24:16.960 ⇒ 00:24:34.650 YvetteRuiz: what’s the outcome of that ticket, right? Did we get it fixed? What was the status? And I don’t want… I don’t… I don’t want to bottleneck the system, right? I want to know that my… my… our side over here is handling what we need to, and I need to handle it quickly. And then, of course, you guys, if it’s on y’all’s end, just… what is that timeline?
184 00:24:35.200 ⇒ 00:24:54.950 Pranav Narahari: Yeah, definitely. So, Janice, I’m wondering, too, with, the tickets that you’ve seen come in the past, the ones that get completed, does the team work in that, like, if there’s a triage ticket added into the… into linear, and then once you assign it to a trainer, do they get it done that day, in terms of.
185 00:24:54.950 ⇒ 00:24:56.620 JanieceGarcia: For the most part, yeah.
186 00:24:56.620 ⇒ 00:24:57.090 Pranav Narahari: Okay.
187 00:24:57.090 ⇒ 00:25:13.459 YvetteRuiz: Yeah, and that’s what you’ll have to establish, Denise, is making sure that they… they know, because, I mean, I’ll just use myself as… lookit, I mean, how many times do y’all try to get me on Slack? Because I’m not used to doing that, but if I know that I have to start having and getting responses, then…
188 00:25:13.620 ⇒ 00:25:30.449 YvetteRuiz: I need to hold myself accountable to do that, so my team… our team needs to know, like, hey, when you get a ticket, you need to answer it, and then if… you have 24 hours, and if you can’t get it answered within 24 hours… because remember, people are waiting for us. They want the system to give them the right, accurate information, so we can’t delay.
189 00:25:30.450 ⇒ 00:25:44.919 Pranav Narahari: Yeah, and so, one improvement that I see that I can make to this plan is I was planning on having all of these updates batched at the end of the week into the central dock. Instead of doing that, let’s stick with the 24-hour SLA,
190 00:25:44.960 ⇒ 00:25:56.739 Pranav Narahari: we’ll have that update every single day. It doesn’t really change anything operationally on our end, we just change the trigger from 7 days to 1 day. And then also what we can do on top of that is
191 00:25:56.860 ⇒ 00:25:58.479 Pranav Narahari: Once we def…
192 00:25:58.800 ⇒ 00:26:06.780 Pranav Narahari: maybe at the… at some hour of the day, maybe we can say that it’s, like, 2PM Central Time, if the…
193 00:26:07.280 ⇒ 00:26:22.709 Pranav Narahari: if the tickets aren’t completed, like, being that we haven’t given the right information via the form into the linear ticket by 2PM, Janice, I’ll… we’ll have an automation that sends you a memo saying these tickets are still incomplete.
194 00:26:22.710 ⇒ 00:26:40.569 Pranav Narahari: And then we can give you that information of, like, okay, who do you need to reach out to, to, like, get these things into the completed status? Or we can go one step further and just, instead of just sending it to you to send to somebody else, we can just send it straight to them, to their email, and then maybe CC you in that as well.
195 00:26:40.650 ⇒ 00:26:52.540 Pranav Narahari: either process works for us. It’s good to know that you would… you’d like to have this added every single day. Honestly, it makes it a little bit easier on our end, too, because if we wait every week.
196 00:26:53.140 ⇒ 00:26:58.140 Pranav Narahari: We’re going to have the problem of conflicting, or we’re gonna have duplicate,
197 00:26:58.140 ⇒ 00:27:23.050 YvetteRuiz: That’s where I would think it would clean up the process if we had an established timeline, versus keeping it just… again, I don’t know what everyone’s assumption was of it, and then we can hold accountability. And I would think, Janiece, I don’t want to speak for you, but I would think that you’d want them to send you, when it hits whatever mark, like Pranad said, that… because then you’ll be able to see, is this happening on a regular basis, right? Or is this a one-off?
198 00:27:23.050 ⇒ 00:27:24.240 YvetteRuiz: You know what I mean?
199 00:27:24.850 ⇒ 00:27:38.339 JanieceGarcia: And that’s… that’s what I’ll be looking for, and that’s why I brought up the KPIs, because I know we talked about the usage being a huge one, but for me, too, it’s… it’s the tickets. Are we getting these updated? What’s causing it not to happen? Is there, you know.
200 00:27:38.450 ⇒ 00:27:51.659 JanieceGarcia: is there things that we need to look into, or, you know, me bring to you, Yvette? There’s… there’s just a lot with that, and I think the Lanier tickets is huge, and there is a lot in there right now. I almost want to say, can we start with the Clean Satan kind of thing?
201 00:27:53.220 ⇒ 00:28:07.369 Pranav Narahari: A lot of them at this point are probably just irrelevant. And Janiece, you and I can maybe just get, like, 30 minutes together and just, like, sift through all of these. It’ll be a painful session, but we’ll just see, like, which ones are still relevant and which ones aren’t.
202 00:28:07.660 ⇒ 00:28:20.160 JanieceGarcia: And I’ve… I’ve gone… I have gone through my own, because I’ve held stuff off for, like, the database, I’ve held stuff off for the, for the new restructure and those things, and it took a moment, but…
203 00:28:20.430 ⇒ 00:28:32.209 JanieceGarcia: we saw, once it started going, it went. So I just need to go back through, and I just take that time, but I’ve been focusing on what’s new that’s coming in, and working from… from that, so…
204 00:28:32.840 ⇒ 00:28:33.240 Pranav Narahari: Perfect.
205 00:28:33.240 ⇒ 00:28:37.179 JanieceGarcia: But yeah, it doesn’t take much to go through and do it. I can do it.
206 00:28:37.610 ⇒ 00:28:47.619 Pranav Narahari: Awesome. I do like that process a lot, you know, also knowing that this is, like, a KPI for you too, like, this is something that we can easily build to help you with that.
207 00:28:47.620 ⇒ 00:29:03.050 Pranav Narahari: And then, yeah, so I mentioned, like, the placement automation, where exactly it should live in the central dock. We’ll build an automation for that. And then the other automation we’re gonna build is a duplicate slash conflict,
208 00:29:03.370 ⇒ 00:29:11.170 Pranav Narahari: automation. And so what that’ll do is take in the information that was given via the submission of the trainer, and…
209 00:29:11.290 ⇒ 00:29:29.720 Pranav Narahari: see if that information is conflicting with any other information on the central dock, or is just semantically duplicated by anything else on the central dock. We’ll flag that, we’ll put that into the activity on the linear ticket, and the idea with this is that
210 00:29:30.070 ⇒ 00:29:48.059 Pranav Narahari: it’s all just visible to, Janiece, it’s to you. So you’re able to assess, be the final eyes to say, okay, we don’t want this information there, or we do want it there. So the flag is really just like a… just like… just like I said, just like a flag. And…
211 00:29:48.180 ⇒ 00:29:56.549 Pranav Narahari: We’ll be able to also, configure this flag if you feel like it’s being a little bit too sensitive, it’s flagging too many things that are…
212 00:29:56.730 ⇒ 00:30:04.089 Pranav Narahari: You know, maybe they’re not necessarily duplicates, then we can… we can work a little bit to, like, make it a little bit less sensitive there.
213 00:30:04.310 ⇒ 00:30:05.410 Pranav Narahari: Yeah.
214 00:30:05.520 ⇒ 00:30:15.710 Pranav Narahari: But these two automations should severely, like, just help with understanding, is this good information to be adding to the central desk? And even if it is.
215 00:30:15.890 ⇒ 00:30:18.809 Pranav Narahari: What information should we be taking out in that case?
216 00:30:19.150 ⇒ 00:30:25.660 YvetteRuiz: Agree, agree. So, I had a question regarding that, because we did have something come up today,
217 00:30:25.950 ⇒ 00:30:31.440 YvetteRuiz: I was working with Andrea in Commercial, and we were going over some
218 00:30:31.440 ⇒ 00:30:54.220 YvetteRuiz: billing or some things like that, and so she brought me a sheet, and she was all like, I don’t know where this came from, you know, and then I noticed that we have a master sheet that’s the same, so it’s duplicate. One’s there, and one’s over here, and I’m just like, well, it looks like it’s the same thing. I’m like, okay, why do we have two different sheets floating around here? So…
219 00:30:54.300 ⇒ 00:31:02.310 YvetteRuiz: So, hope… this will catch that, but I… but my… but what… the question that I did have, so are we still…
220 00:31:02.440 ⇒ 00:31:05.259 YvetteRuiz: do we still have a folder that’s called Universal?
221 00:31:05.820 ⇒ 00:31:07.160 YvetteRuiz: Janice, or, like.
222 00:31:07.560 ⇒ 00:31:09.369 YvetteRuiz: So is that in Andy? I mean, does that…
223 00:31:11.080 ⇒ 00:31:20.589 JanieceGarcia: That’s why I brought that up to Pranav, because whenever I shared the whole training drive with them way back when.
224 00:31:21.210 ⇒ 00:31:26.370 JanieceGarcia: Everything should have been in there, except mine and your folder.
225 00:31:26.760 ⇒ 00:31:39.019 JanieceGarcia: And there is a universal. We have the admins for even the scheduling SOPs that we had, which is now in a different spot, but we have commercial, home improvement, lawn, mechanical, pest.
226 00:31:39.020 ⇒ 00:31:56.379 JanieceGarcia: Even our quizzes were in there, because for the trainers, we were gonna have our quizzes listed, reception SOPs were in there, our sign-offs, our universal folder, and then the welcome folder. So, and I don’t think they all… I think we focused on the trades.
227 00:31:56.470 ⇒ 00:32:01.949 JanieceGarcia: To be honest. So, that’s gonna be… that needs to be put in there if they were never in there.
228 00:32:02.430 ⇒ 00:32:05.270 YvetteRuiz: Well, I’ll let you… you work on that, but that’s…
229 00:32:05.270 ⇒ 00:32:27.120 YvetteRuiz: I can. Pranav, you know what we’re talking about, right? Like, that… there’s a universal folder, and that universal folder is… that’s… that’s… that’s just for everybody, right? Like, I don’t… that universal… those… those SOPs, those how-tos, that’s the same for everybody, right? So I don’t need lawn, mechanical, commercial to have those same documents when we all just use that one.
230 00:32:27.540 ⇒ 00:32:30.600 Pranav Narahari: Yeah, yeah, we shouldn’t be managing it in 5 different places, I agree.
231 00:32:30.600 ⇒ 00:32:31.160 YvetteRuiz: Yeah.
232 00:32:31.580 ⇒ 00:32:48.369 JanieceGarcia: And I kind of want to say that part of me thinks that some of it is in there, because our 360, which is in the universal, our adjustment follow-ups, our… all of our billing follow-ups, all of those templates, those things are in there. But there’s still some stuff that was missing.
233 00:32:48.500 ⇒ 00:32:59.400 JanieceGarcia: So, I’m not… that may be something, Pranav, that you and I do need to meet on once we get this set and the green light. That be a top priority, because that’s going to be where all of our
234 00:32:59.850 ⇒ 00:33:04.570 JanieceGarcia: universal stuff is, and it’s not in the regular central docs, I would think.
235 00:33:05.850 ⇒ 00:33:06.850 Pranav Narahari: Oh, okay.
236 00:33:06.970 ⇒ 00:33:07.600 YvetteRuiz: That’s…
237 00:33:07.600 ⇒ 00:33:08.600 Pranav Narahari: That’s good to know.
238 00:33:08.600 ⇒ 00:33:12.010 YvetteRuiz: Billing would go in that file, because that is.
239 00:33:12.010 ⇒ 00:33:12.780 JanieceGarcia: Again, that’s.
240 00:33:12.780 ⇒ 00:33:17.790 YvetteRuiz: A lot of the billing stuff is universal to everybody. We should be following the entire same process.
241 00:33:17.790 ⇒ 00:33:18.250 JanieceGarcia: Everything.
242 00:33:18.250 ⇒ 00:33:30.189 YvetteRuiz: So, I would… I would think it’s somewhere there, because when you do search some questions, it is coming up there. So, again, I’m just trying to avoid the duplications and people putting in different things and keeping it the same.
243 00:33:30.390 ⇒ 00:33:30.970 JanieceGarcia: Yeah.
244 00:33:32.210 ⇒ 00:33:36.609 YvetteRuiz: Alright, well, I’ll let you guys work on refining that, information. Perfect, yeah.
245 00:33:37.280 ⇒ 00:33:53.100 Pranav Narahari: Yeah, so for the Central.copilot, this is about it. I think what I’m gonna do, and just refine this document is, updating this from an end-of-week memo to an end-of-day memo, and then also adding the additional alert mechanism. So, Janiece, you can know
246 00:33:53.100 ⇒ 00:34:00.259 Pranav Narahari: When there’s still some pending tasks in there, maybe that’s gone over one day of, being inactive.
247 00:34:00.460 ⇒ 00:34:01.890 Pranav Narahari: Yes.
248 00:34:02.210 ⇒ 00:34:07.890 Pranav Narahari: Perfect. And so, these dates are other things that I wanted to just, like,
249 00:34:08.290 ⇒ 00:34:11.049 Pranav Narahari: Put in front of you guys, so… this should just…
250 00:34:12.040 ⇒ 00:34:24.019 Pranav Narahari: we should be able to, like, turn around on these pretty quickly, and I’m gonna have, like, Casey and Mustafa, like, working on these two projects in sequence, and the first one being the co-pilot one. And then…
251 00:34:24.020 ⇒ 00:34:35.399 Pranav Narahari: why I like that process of doing essential.copilot first is that we will have a little bit of, like, a… like a high-touch session right after we,
252 00:34:35.429 ⇒ 00:34:49.280 Pranav Narahari: we push this into production, and Janiece, you can let me know, like, where this process needs to be a little bit more refined, you know, once it’s actually pulling in all of these different tickets with the automation,
253 00:34:49.840 ⇒ 00:34:55.819 Pranav Narahari: I think after a week or two of that, we should be able to get that process super solid.
254 00:34:56.010 ⇒ 00:34:57.040 Pranav Narahari: But then…
255 00:34:57.190 ⇒ 00:35:08.260 Pranav Narahari: Yeah, that brings me into the data, or the department-based insights, and that’s gonna be basically our transcripts analysis project. And so…
256 00:35:08.770 ⇒ 00:35:24.450 Pranav Narahari: Actually, I have a… I have a question on that, too, because one thing while I was writing all this out was, I know that PII concerns can sometimes be a thing with, especially when you’re having conversations with customers.
257 00:35:24.450 ⇒ 00:35:37.420 Pranav Narahari: Is that already being… is that something that, Yvette, you have some information on? Is that PII information already being redacted by the time it gets into the transcripts we’d be looking at?
258 00:35:37.770 ⇒ 00:35:46.550 YvetteRuiz: Well, that’s… you’re talking about, like, personal information, right? Yeah. For, like, the credit cards and things like that? Yeah.
259 00:35:47.100 ⇒ 00:35:57.889 YvetteRuiz: That… I believe… see, that was a part that Tim was working with Sam regarding, that I thought you guys were going to be scrubbing that.
260 00:35:57.890 ⇒ 00:36:03.180 Pranav Narahari: Yeah, so we can’t… That’s definitely something we can do. Yeah. Okay.
261 00:36:03.180 ⇒ 00:36:20.820 YvetteRuiz: Yeah, so it… that was the original agreement that we had talked about, that you guys, once you got access to it, that was… when you guys were talking with IT, and it was kind of like working through the security things, they kind of said, okay, if you guys would help scrape a lot of those things, you kind of would… because…
262 00:36:20.880 ⇒ 00:36:27.930 YvetteRuiz: Normally, our IT people do it, but since Brain Forge was coming in, that was kind of something we discussed that you guys would be doing.
263 00:36:28.310 ⇒ 00:36:35.209 Pranav Narahari: Yeah, that sounds great. So I just wanted to bring it up, just in case, just to, like, understand, like, when we could deliver certain things by.
264 00:36:35.210 ⇒ 00:36:35.670 YvetteRuiz: Okay.
265 00:36:35.670 ⇒ 00:36:42.889 Pranav Narahari: So, that’s my… honestly, I was gonna ask you that question next week, but just since we’re talking about it now, I just wanted to bang it out right now, so…
266 00:36:43.340 ⇒ 00:36:50.050 Pranav Narahari: That’s, that’s good to know. What I’m going to do next week is I’m really gonna understand how we can get these transcripts
267 00:36:50.210 ⇒ 00:37:06.310 Pranav Narahari: into a… into a place where Brainforge can then start the analysis. Okay. Just figuring out where they live, how we can pull them, not on just, like, a… not just, like, historical transcripts, but also set up a system where we can pull them automatically on a weekly basis.
268 00:37:07.610 ⇒ 00:37:14.060 Pranav Narahari: that’s what’s gonna be worked on, starting next week. And then if I scroll down a little bit here.
269 00:37:14.970 ⇒ 00:37:21.440 Pranav Narahari: We have a few different deliverables here, that are just super specific.
270 00:37:21.630 ⇒ 00:37:36.040 Pranav Narahari: the idea here is that, what we’ll be able to do at first is, after we pull the information from the transcripts, we’ll be able to bucket them into the intents and the questions per transcript. And so.
271 00:37:36.230 ⇒ 00:37:38.100 Pranav Narahari: what I think is gonna be really…
272 00:37:38.260 ⇒ 00:37:41.480 Pranav Narahari: a really good kind of QA session for us,
273 00:37:41.860 ⇒ 00:37:43.819 Pranav Narahari: is gonna be, I’m going to pull in
274 00:37:44.180 ⇒ 00:38:03.009 Pranav Narahari: a ton of questions, maybe, like, 100 questions per department, we can figure out what number makes sense, and then we can kind of do another session like what we did today, which is, like, okay, these are the questions, this is what Andy answered, we know for a fact that these ones are right, because they’ve gotten thumbs up in the past. Yeah.
275 00:38:03.110 ⇒ 00:38:18.099 Pranav Narahari: But maybe there’s ones that, you know, Andy’s never been asked this question, but Andy was able to provide an answer. And then that’s where we kind of… Janice, I’m hoping to bring the trainers to get it more involved, to assess whether it’s the right answer, or if it needs to be improved.
276 00:38:20.310 ⇒ 00:38:28.040 YvetteRuiz: I really like this. This is what excites me. This right… this right here, because this is where the magic starts happening. We really can get down to the root of…
277 00:38:28.150 ⇒ 00:38:36.250 YvetteRuiz: Okay, what is being said, what are we hearing, and how is… how are we going to help? How’s Annie going to help, and all that, so I’m excited about this, Pranav.
278 00:38:36.250 ⇒ 00:38:51.629 Pranav Narahari: Awesome, yeah, yeah, so that’s what’s really exciting for us, too, because based on that, we’re going to… this is going to be just, like, initial insights. What we’ll do next is, based on all that feedback that we get, so, like, if we do it per department, 100, that’ll give us 500 more, like.
279 00:38:51.660 ⇒ 00:38:57.209 Pranav Narahari: what we call is, like, a golden data set, to then really understand, like.
280 00:38:57.970 ⇒ 00:39:03.630 Pranav Narahari: where… where are the gaps now? Because we’ll know, okay, Andy can answer these questions
281 00:39:04.360 ⇒ 00:39:22.179 Pranav Narahari: right, you know, but it’s not being utilized. And so, that’s going to be the first step for then delivering a report to you guys on a weekly basis of, these are easy wins. So, our department, what are questions that are not being… we are seeing
282 00:39:22.180 ⇒ 00:39:36.410 Pranav Narahari: people asking them on the transcripts, but we’re not seeing them being asked to Andy. And those are the ones that we consider just, like, hey, right now, Andy could be asked these questions, and you would get the right answer.
283 00:39:36.970 ⇒ 00:39:37.790 YvetteRuiz: For sure.
284 00:39:38.190 ⇒ 00:39:48.570 Pranav Narahari: And so, what we’ll do is we’ll have, like, a whole historical analysis, so maybe for, like, the past 1 month, 3 months, whatever, I’ll basically, next week, figure out how much data we can get.
285 00:39:48.570 ⇒ 00:39:55.689 YvetteRuiz: You’re gonna… did you say you want to do it by department? Do you want to start off with one department, or you’re just… what’s your thought process on that? I’m sorry, Pranav.
286 00:39:56.000 ⇒ 00:40:00.680 Pranav Narahari: I think we start, on all the departments, since we have,
287 00:40:00.920 ⇒ 00:40:08.810 Pranav Narahari: it doesn’t really make things more difficult on our end. Okay. It’s gonna go through the same exact system, and I’d like to provide easy wins per department, since, you know.
288 00:40:09.500 ⇒ 00:40:17.440 Pranav Narahari: you know, we have trainers that are across departments, right? If we can give them all advice, like, I think we can move much faster. Yep.
289 00:40:17.440 ⇒ 00:40:18.090 YvetteRuiz: Okay.
290 00:40:18.090 ⇒ 00:40:25.470 Pranav Narahari: in terms of, like, increasing usage, and then also getting Andy to be more accurate. And so, yeah, in my… in my…
291 00:40:25.670 ⇒ 00:40:36.950 Pranav Narahari: research next week of just the whole transcript system and how we can get it into a place where Brainforge can then utilize it. I’ll see how much historical information we can get.
292 00:40:37.310 ⇒ 00:40:38.540 Pranav Narahari: And then…
293 00:40:39.010 ⇒ 00:40:48.909 Pranav Narahari: At this point, we’ll then try to automate the system where we can have a real dashboard, up… have a…
294 00:40:49.400 ⇒ 00:41:02.969 Pranav Narahari: wins or, just all types of insights on a weekly basis. So, based on all of the transcripts that we got from just the previous week, how can we then categorize them, and then
295 00:41:03.810 ⇒ 00:41:09.639 Pranav Narahari: Itemize, maybe, certain questions into these are quick wins for the department.
296 00:41:09.640 ⇒ 00:41:10.669 YvetteRuiz: For sure, yeah.
297 00:41:10.670 ⇒ 00:41:11.949 Pranav Narahari: Yeah. And I like the.
298 00:41:11.950 ⇒ 00:41:21.570 YvetteRuiz: putting it in there, like, what are missed opportunities, you know, and, you know, where are the wins and stuff like that, so it’s… we have access to that, so that’ll be good.
299 00:41:21.780 ⇒ 00:41:36.139 Pranav Narahari: Yeah, and I want to also, like, flesh this out a little bit more with you, Janice, because I know you’ll be the one having the one-on-ones with the trainers, and so if you can let me know, like, this is the type of information, like, exactly that I would want to tell the trainer.
300 00:41:36.140 ⇒ 00:41:44.709 Pranav Narahari: I feel like I already have a pretty good understanding of, like, if you’re able to tell them, like, hey, even to the level of, like, this CSR is, like.
301 00:41:44.770 ⇒ 00:41:54.920 Pranav Narahari: not asking these questions to Andy right now, where they could be, and their hold time has been X amount, this could severely reduce their hold time.
302 00:41:55.270 ⇒ 00:42:02.009 Pranav Narahari: I think that information in and of itself is great, but maybe there’s certain other things there that we can also,
303 00:42:02.470 ⇒ 00:42:08.280 Pranav Narahari: Elevate to the level of the real dashboard, so then you can send that over to the trainers as well.
304 00:42:09.280 ⇒ 00:42:14.479 YvetteRuiz: You can take a look at their scorecards, you know what I mean? Or, you know.
305 00:42:14.590 ⇒ 00:42:37.989 YvetteRuiz: David can… I mean, I mean, we have access to all this stuff, but, like, okay, here’s your top people that… you can look at your QA reports from Cynthia, or you can get the data from, you know, from the… our scorecards right there, and, like, I showed Pernal last week, you know, look at so-and-so with his hold times, you know what I mean? Look at Susie, or whatever, her QA is below, like, what are some of the, you know.
306 00:42:37.990 ⇒ 00:42:41.009 YvetteRuiz: I think there’s something that we could piece together to pronounce points
307 00:42:41.010 ⇒ 00:42:42.809 YvetteRuiz: Oh, absolutely come to the table.
308 00:42:43.840 ⇒ 00:42:44.610 Pranav Narahari: Yeah.
309 00:42:44.860 ⇒ 00:42:45.720 Pranav Narahari: And.
310 00:42:45.720 ⇒ 00:42:46.400 JanieceGarcia: or…
311 00:42:46.400 ⇒ 00:42:57.640 Pranav Narahari: we’re… the plan is to get this done by end of May as well, and so… yeah, both of these basically just taking around a month to complete, maybe a little bit less, so…
312 00:42:57.890 ⇒ 00:43:07.830 Pranav Narahari: With the anonymization part of things that, will likely need to do with the… with the transcripts, that may just add, like, an additional, like, few days or a week.
313 00:43:07.910 ⇒ 00:43:25.740 Pranav Narahari: But I’ll talk to Sam a little bit about that, too, to see, like, how much of that process did we already do? I believe the anonymization, I did talk to them a little bit about this. We haven’t… we haven’t completed that yet, or that wasn’t part of, like, what they were working on before. So, that’s something that we’ll just do for this… this project.
314 00:43:26.100 ⇒ 00:43:26.790 YvetteRuiz: Okay.
315 00:43:27.060 ⇒ 00:43:28.320 YvetteRuiz: Gotcha.
316 00:43:28.750 ⇒ 00:43:29.300 JanieceGarcia: Sweet.
317 00:43:29.460 ⇒ 00:43:30.640 JanieceGarcia: Alright. Yay!
318 00:43:31.400 ⇒ 00:43:33.880 YvetteRuiz: Lots of exciting stuff, for sure.
319 00:43:33.880 ⇒ 00:43:34.590 Pranav Narahari: Yeah.
320 00:43:35.560 ⇒ 00:43:45.549 Pranav Narahari: And so, once we go live, basically, on Friday, I think Friday is the plan, right? We’ll be able to just get started on this, and so…
321 00:43:45.750 ⇒ 00:43:51.739 Pranav Narahari: We’ll, completely switch gears, no more migration talk, more, kind of, like, let’s build stuff.
322 00:43:51.740 ⇒ 00:43:52.780 YvetteRuiz: Yeah, no, actually, yeah.
323 00:43:53.350 ⇒ 00:43:54.010 Pranav Narahari: Yeah.
324 00:43:54.010 ⇒ 00:44:00.190 JanieceGarcia: Can I ask, I forgot one thing, and one of, the trainers brought it up.
325 00:44:00.550 ⇒ 00:44:11.970 JanieceGarcia: highlights… the highlights in the updated central docs, because we know the restructured docs were completed and were updated, but there is still highlights in there for duplicate information. Will that be removed?
326 00:44:12.810 ⇒ 00:44:19.000 Pranav Narahari: Okay, yeah, I’ll have the team do another pass on removing any highlights that are still there. Okay.
327 00:44:19.350 ⇒ 00:44:21.049 Pranav Narahari: Yeah. And so…
328 00:44:21.050 ⇒ 00:44:21.570 JanieceGarcia: Thank you.
329 00:44:21.940 ⇒ 00:44:33.959 JanieceGarcia: I know mechanical, for sure, lawns, there was a lot of duplicates on the lawn side as well, but they’re… they’re highlighted, and it’s just removed. So I told them to go back through, and if they could.
330 00:44:34.840 ⇒ 00:44:39.380 JanieceGarcia: Highlight and make sure that the note is there for you, but… yeah.
331 00:44:39.730 ⇒ 00:44:41.230 Pranav Narahari: Okay, yeah, that’s totally fine.
332 00:44:41.230 ⇒ 00:44:42.140 JanieceGarcia: It’s already in there.
333 00:44:42.570 ⇒ 00:44:48.840 Pranav Narahari: And, we did lock down the docs now, so no more edits can be made, but we gave everybody still comment access.
334 00:44:48.840 ⇒ 00:44:49.750 JanieceGarcia: comments, yeah.
335 00:44:50.100 ⇒ 00:44:53.340 Pranav Narahari: And so if they want to leave comments, we can still…
336 00:44:53.610 ⇒ 00:45:06.119 Pranav Narahari: on our side, it’s really easy for us to integrate those comments. Right. Actually, a much simpler process than I even initially thought. So, if you guys still want to leave comments tomorrow, that’s totally fine.
337 00:45:06.910 ⇒ 00:45:18.760 JanieceGarcia: Okay, because I did… I did see that we were able to make the comments, which does make it easy, because if you go in there, you do the action, you just approve it, and it does it for you. So, it’s nice. Yeah, I use that all the time for…
338 00:45:19.060 ⇒ 00:45:20.070 JanieceGarcia: My documents.
339 00:45:20.440 ⇒ 00:45:22.499 Pranav Narahari: Yeah, yeah, no, it’s super sweet.
340 00:45:23.030 ⇒ 00:45:34.540 Pranav Narahari: But yeah, that’s… I think we hit the two main things that I wanted to talk about today. I know it’ll be a short turnaround, like, on Friday we’ll meet again, but in the meantime, feel free to reach out about anything.
341 00:45:35.060 ⇒ 00:45:39.349 YvetteRuiz: Will do. Well, I appreciate all your help, Brunov. I hope you have a good rest of your day.
342 00:45:39.350 ⇒ 00:45:42.010 Pranav Narahari: Totally, yeah. Have a good rest of your day, guys. See ya.
343 00:45:42.010 ⇒ 00:45:42.680 YvetteRuiz: Bye-bye!
344 00:45:42.680 ⇒ 00:45:43.510 JanieceGarcia: Bye!