Meeting Title: Brainforge x ABC Weekly Project Sync Date: 2026-04-06 Meeting participants: read.ai meeting notes, Pranav, JanieceGarcia, YvetteRuiz
WEBVTT
1 00:01:14.190 ⇒ 00:01:15.220 JanieceGarcia: Good morning!
2 00:01:16.320 ⇒ 00:01:20.330 Pranav: Hey, good morning How’s it going?
3 00:01:20.870 ⇒ 00:01:21.820 JanieceGarcia: Good, how are you?
4 00:01:22.090 ⇒ 00:01:23.670 Pranav: Pretty good. I thought you were out today.
5 00:01:25.100 ⇒ 00:01:29.050 JanieceGarcia: I’m not out, I’m still here, but I’m working from home.
6 00:01:29.230 ⇒ 00:01:31.100 Pranav: Gotcha, okay, sounds good.
7 00:01:31.700 ⇒ 00:01:35.079 JanieceGarcia: My youngest is sick. He’s been sick all weekend, so…
8 00:01:35.080 ⇒ 00:01:36.260 Pranav: Oh, no.
9 00:01:36.650 ⇒ 00:01:38.490 Pranav: Hope that gets better. Sorry to hear that.
10 00:01:39.580 ⇒ 00:01:42.899 JanieceGarcia: Thank you. We have a doctor’s appointment this afternoon, so…
11 00:01:43.110 ⇒ 00:01:44.650 Pranav: Okay, that’s good, that’s good.
12 00:01:44.650 ⇒ 00:01:45.290 JanieceGarcia: Nope.
13 00:01:46.230 ⇒ 00:01:53.339 Pranav: Okay, I wasn’t sure if Yvette was gonna join, I thought it was honestly just gonna be me and her, but…
14 00:01:53.670 ⇒ 00:01:55.419 Pranav: Do you know if she’s gonna be joining today?
15 00:01:56.380 ⇒ 00:01:59.150 JanieceGarcia: As far as I know, yes.
16 00:01:59.440 ⇒ 00:02:00.080 Pranav: Okay.
17 00:02:02.480 ⇒ 00:02:09.859 Pranav: There were some, transcripts talk that I wanted to discuss with her. She had just emailed me about that on Friday, so…
18 00:02:10.340 ⇒ 00:02:11.430 JanieceGarcia: Nice.
19 00:02:11.430 ⇒ 00:02:19.760 Pranav: maybe talk a little bit about that. If not, we can talk about just, you know, current… current projects. Okay.
20 00:02:20.150 ⇒ 00:02:21.200 Pranav: Yeah, so we didn’t get the…
21 00:02:21.200 ⇒ 00:02:24.440 JanieceGarcia: Did she message you… did she message you today, letting you know?
22 00:02:24.580 ⇒ 00:02:26.109 JanieceGarcia: That I was out, or no?
23 00:02:26.760 ⇒ 00:02:29.979 Pranav: No, I think I got an automated, email from you.
24 00:02:30.740 ⇒ 00:02:33.129 JanieceGarcia: Oh, do I still have my PTO thing on?
25 00:02:33.480 ⇒ 00:02:37.270 Pranav: I think so. Let me double check, maybe I could have read it wrong?
26 00:02:38.010 ⇒ 00:02:40.419 Pranav: Maybe it said you’re just, like, working from home today?
27 00:02:45.080 ⇒ 00:02:47.559 Pranav: Oh, it just says you’re returning today.
28 00:02:47.780 ⇒ 00:02:50.839 Pranav: Yeah. Yeah, okay. I thought it said you were also out today.
29 00:02:51.720 ⇒ 00:02:53.240 Pranav: Okay, cool.
30 00:02:53.910 ⇒ 00:02:55.380 Pranav: Yeah, so I just read it wrong.
31 00:02:59.270 ⇒ 00:03:08.899 Pranav: Okay, yeah, so… Last week, we, like, officially kicked off the two projects, Transcripts and the central.copilot.
32 00:03:09.020 ⇒ 00:03:21.290 Pranav: Okay. So, transcripts, you know, that’s gonna be something that we start really, like, diving into in terms of building out the pipeline of bringing in transcripts and doing the analysis on them.
33 00:03:21.290 ⇒ 00:03:32.040 Pranav: A little bit later this month, and the next few weeks, we’ll be focusing on, like, updating that whole process of triage tickets, and then all the way to the point of updating the central dock.
34 00:03:32.120 ⇒ 00:03:34.129 Pranav: As well.
35 00:03:34.630 ⇒ 00:03:49.600 Pranav: And so, on that process, yeah, Casey is working on that, as well as Sam and I, on just, like, giving more direction. So we will have that SOP out to you shortly, should be happening, like, mid this week.
36 00:03:49.820 ⇒ 00:04:09.270 Pranav: And then also, by the end of this week as well, we should have an automation in place that’s going to show up in the linear activity, saying where this information should go in the central dock. And so that’s, like, one of the two automations that we will be building, or we can…
37 00:04:09.440 ⇒ 00:04:13.229 Pranav: Think of as one of the three, because if we include,
38 00:04:13.580 ⇒ 00:04:15.909 Pranav: Duplication, as well as conflicting information.
39 00:04:16.240 ⇒ 00:04:22.670 Pranav: automations. Yeah, so we’ll have one of those done by the end of this week, and we’ll be able to demo it on Friday.
40 00:04:22.970 ⇒ 00:04:28.900 Pranav: And so, yeah, that’s for the Central Doc co-pilot.
41 00:04:29.050 ⇒ 00:04:47.339 Pranav: And then transcripts, yeah, Sam had already done some work before with 8x8 in terms of bringing in those transcripts and seeing what, what information is present in there, how big the data is, how that will then have, like, downstream effects with, the analysis that we’ll run.
42 00:04:49.260 ⇒ 00:04:55.340 Pranav: And so… That, I’m not concerned with at all. Like, we have some time to…
43 00:04:56.020 ⇒ 00:05:05.269 Pranav: figure out exactly, like, okay, what does that weekly pipeline look like in terms of bringing in the information, and then having it set up so that it could go through Andy?
44 00:05:05.410 ⇒ 00:05:14.150 Pranav: Okay. Yeah. And so, I think we’re in a good spot right now. It’s really early into the project, right? So,
45 00:05:15.200 ⇒ 00:05:18.660 Pranav: Yeah, we’re just kind of chugging along, just,
46 00:05:18.780 ⇒ 00:05:20.950 Pranav: Working through those linear tickets.
47 00:05:21.870 ⇒ 00:05:26.069 JanieceGarcia: Okay, and Yvette, she just chatted me, she said that she’ll be right here, so…
48 00:05:26.070 ⇒ 00:05:28.060 Pranav: Okay, perfect. Perfect, perfect.
49 00:05:28.060 ⇒ 00:05:34.230 JanieceGarcia: That’ll be good then. While I do have you, I was looking at our real…
50 00:05:35.120 ⇒ 00:05:35.810 Pranav: Yes. See?
51 00:05:35.810 ⇒ 00:05:43.850 JanieceGarcia: So our usage from, last Monday to Saturday. So, total exchanges were the 670.
52 00:05:44.610 ⇒ 00:05:51.029 Pranav: Yes, that sounds about right to me. Yeah, we didn’t get to do that last week, right? So let’s maybe just do that right now.
53 00:05:51.510 ⇒ 00:06:01.069 Pranav: Because there is actually an update that Casey left, I think, sometime mid-last week, but I can kind of go over it again right now.
54 00:06:01.820 ⇒ 00:06:05.250 JanieceGarcia: Yeah, he did. I did see that on… Here.
55 00:06:06.370 ⇒ 00:06:08.589 Pranav: Yeah, let me… let me pull that up real quick.
56 00:06:17.040 ⇒ 00:06:19.020 JanieceGarcia: But with it,
57 00:06:19.150 ⇒ 00:06:26.109 JanieceGarcia: And y’all might not have been able to get it corrected yet, but I am still showing those ones on the wrong
58 00:06:26.950 ⇒ 00:06:29.820 JanieceGarcia: Like, my team still doesn’t have everybody.
59 00:06:30.720 ⇒ 00:06:33.079 JanieceGarcia: Heaven’s still under mechanical.
60 00:06:33.590 ⇒ 00:06:36.550 JanieceGarcia: And then the two lawn are still under lawn.
61 00:06:36.900 ⇒ 00:06:44.259 Pranav: Right, we did discuss that last Monday, right? Yeah. Okay, let me… let me make sure that’s on Casey’s plate to do today.
62 00:06:45.910 ⇒ 00:06:50.449 Pranav: And so, yeah, let’s maybe… I’m gonna share my screen real quick.
63 00:06:51.020 ⇒ 00:06:51.630 JanieceGarcia: Okay.
64 00:06:51.630 ⇒ 00:06:53.300 Pranav: And then we can,
65 00:06:57.130 ⇒ 00:06:58.630 Pranav: We can look into that.
66 00:07:02.180 ⇒ 00:07:12.250 Pranav: Okay… Yeah, so let’s start here. So, we go here…
67 00:07:12.450 ⇒ 00:07:14.749 Pranav: Yeah, these are all the departments that we’re showing.
68 00:07:15.030 ⇒ 00:07:16.140 Pranav: for…
69 00:07:17.160 ⇒ 00:07:23.539 Pranav: past 7 days, I guess? And you’re saying in lead line, there should be some more people here? Or in new sales?
70 00:07:23.540 ⇒ 00:07:31.460 JanieceGarcia: No, in new sales. Okay. They should be in new sales. It’s heaven… And she’s listed under mechanical.
71 00:07:31.900 ⇒ 00:07:35.539 Pranav: Okay, Heaven… who were the other… I think there was 3 other people, right?
72 00:07:35.540 ⇒ 00:07:41.350 JanieceGarcia: There is. And then Jerica and, Cecilia, they’re still listed under lawn.
73 00:07:41.530 ⇒ 00:07:43.910 JanieceGarcia: And then you also have Eloy Underpest.
74 00:07:44.640 ⇒ 00:07:45.860 Pranav: Gotcha. Okay.
75 00:07:46.300 ⇒ 00:07:50.270 Pranav: I will make sure to let Casey know that. That should be a super quick fix.
76 00:07:51.690 ⇒ 00:07:53.470 Pranav: Awesome. Hey, Yvette.
77 00:07:53.470 ⇒ 00:07:54.700 YvetteRuiz: Good morning!
78 00:07:55.080 ⇒ 00:07:56.120 Pranav: Good morning.
79 00:07:56.120 ⇒ 00:07:57.250 YvetteRuiz: How are you?
80 00:07:57.420 ⇒ 00:07:58.610 Pranav: Pretty good, pretty good.
81 00:07:58.610 ⇒ 00:08:02.409 YvetteRuiz: Sorry I’m late, I have, like, a thousand things going on today.
82 00:08:02.410 ⇒ 00:08:03.699 Pranav: No problem, no problem at all.
83 00:08:06.100 ⇒ 00:08:20.599 Pranav: One other thing, and, so we were just going over the usage from last week. There was, some updates here for departments that, Janiece was just giving me a quick reminder on. One thing that I wanted to talk through as well was,
84 00:08:20.970 ⇒ 00:08:31.949 Pranav: the analysis that I gave you guys two Fridays ago, that was within Excel, which is just, okay, week in a review, where were people asking questions, what were the different categories?
85 00:08:31.950 ⇒ 00:08:48.149 Pranav: That’s another thing that we can go through now, or actually, what I would probably prefer is if you guys could go through that a little bit on your own, and then that way I think you guys will be able to go into, like, the nitty-gritty about, like, okay, we’re noticing this percentage within certain departments,
86 00:08:48.460 ⇒ 00:08:57.319 Pranav: Casey did give a link to the dashboard within the external Slack channel, so it’s all right there for you guys.
87 00:08:58.150 ⇒ 00:09:11.049 Pranav: And we can maybe spend the rest, like, the end of this call talking through that a little bit as well, but I did want to address, that email, Yvette, that you mentioned on Friday about transcripts. You talked about, like.
88 00:09:11.700 ⇒ 00:09:16.260 Pranav: So, with transcripts, right?
89 00:09:16.430 ⇒ 00:09:16.900 YvetteRuiz: Huh?
90 00:09:16.900 ⇒ 00:09:32.910 Pranav: Current, project is focusing more on department-based insights, so pulling in transcripts from various departments and then finding specific feedback, specific actionable feedback that we can give to each of the trainers within that department.
91 00:09:33.180 ⇒ 00:09:40.160 Pranav: So this is a little bit different, but it’s also pulling from the same data.
92 00:09:40.160 ⇒ 00:09:40.520 YvetteRuiz: Yeah.
93 00:09:40.520 ⇒ 00:09:49.550 Pranav: very much so, like, in the realm of, like, what we know we can do. We’ve already scoped out something similar in department-based insights. My question to you is.
94 00:09:49.930 ⇒ 00:10:03.079 Pranav: How does it sound doing the cancellation-based transcripts following the department-based insights, or do you think we should, prioritize that to do ASAP?
95 00:10:03.800 ⇒ 00:10:06.809 YvetteRuiz: I was kind of… I was… yeah, I know that they’re wanting to get in…
96 00:10:07.150 ⇒ 00:10:29.770 YvetteRuiz: what would timeline like that look? Because that… that one spec… that one trash bin, that is unique to one department, which is the home improvement department, which is one thing that they should be utilizing is Andy, when they are canceling and stuff like that, so I just kind of, well, maybe we could blend it in, but I don’t want to… I don’t want to mess up a flow, you know what I mean? Like, what we already have structured, because
97 00:10:29.910 ⇒ 00:10:35.979 YvetteRuiz: you know, truthfully, I could probably work on it myself and try to go get the data that I need if… if…
98 00:10:36.510 ⇒ 00:10:48.050 YvetteRuiz: but again, I don’t want to disrupt it, but it is kind of urgent, because I received that email last Friday regarding that, and we’re going into season, so I need to see, like, okay.
99 00:10:48.160 ⇒ 00:10:53.170 YvetteRuiz: We’re selling, but we’re losing on the back end. Why? You know? Gotcha.
100 00:10:53.170 ⇒ 00:10:57.989 Pranav: Yeah, so… How we could do it is,
101 00:10:58.110 ⇒ 00:11:17.680 Pranav: And it kind of depends in terms of, like, where we’re at currently with, like, on that project. So there’s a few different things that we would need. We would need to first source all of the transcripts for the cancellations. And so, is that something that you already have, like, a Google Drive of, of, like, all the…
102 00:11:17.680 ⇒ 00:11:20.009 Pranav: Transcripts for cancellations?
103 00:11:20.010 ⇒ 00:11:38.680 YvetteRuiz: So, for that specific group right there, that’s what I was gonna do for you. If it was helpful, I was gonna run through them, I was gonna have our QA manager just run through them, give me all the… the transcripts, the transcript numbers, and I… I just… I didn’t know if that would be easy. You can go search for them that way. I don’t know what would be easy, the easiest way to pull those.
104 00:11:39.030 ⇒ 00:11:54.629 Pranav: Gotcha, so I think we should start with that, and then in parallel, while you get me those transcript numbers, I will then talk to Sam, and then do my own research as well, just to give you, like, a good timeline, right? I don’t want to tell you something, and then…
105 00:11:54.630 ⇒ 00:12:08.530 Pranav: not be able to hit it. I feel like I understand the complexity of it, I just want to really full-out map, like, what that design would look like in terms of… at the end of the day, we want to give you analysis based on, like, why they were canceling, right?
106 00:12:08.700 ⇒ 00:12:09.360 YvetteRuiz: Okay.
107 00:12:09.360 ⇒ 00:12:10.190 Pranav: Yeah.
108 00:12:10.190 ⇒ 00:12:28.990 YvetteRuiz: That’s… that’s fair. Like I said, if it’s… if it’s going to throw… you know what I mean? Like, I want to… I don’t want to distract from the… what we’re doing right now, because I know we have a really solid plan, it’s working, but I was just kind of, you know, hey, we’re in the process of doing that. That is one specific department. It is one department that I struggle with the biggest two.
109 00:12:28.990 ⇒ 00:12:47.669 Pranav: Yeah, so, and my whole thing, too, is I see so many opportunities here with transcripts, and so I want to work on the one that’s going to give you the biggest value add first. So it sounds like, you know, like, department-based insights, I know you guys are, really excited about, but then this one sounds like it’s more pressing.
110 00:12:47.670 ⇒ 00:12:48.190 YvetteRuiz: It is.
111 00:12:48.550 ⇒ 00:12:52.149 YvetteRuiz: Yeah, so whatever help you can give me there, that’ll be great.
112 00:12:52.150 ⇒ 00:12:57.869 Pranav: Yeah, so… And the… I don’t see this taking more than 2 weeks.
113 00:12:58.190 ⇒ 00:13:10.629 Pranav: Okay. So, yeah, considering that, we can just think of our timeline for the other two projects being delayed by two weeks, and then we can pick this one up immediately, this week. So…
114 00:13:10.630 ⇒ 00:13:17.589 YvetteRuiz: That sounds fair. Then I’ll get to working on the transcripts, Pranav, and then I’ll get that over to you ASAP. I’ll work on that today.
115 00:13:17.590 ⇒ 00:13:21.940 Pranav: Perfect, yeah. So then, I’ll give you some…
116 00:13:23.070 ⇒ 00:13:35.820 Pranav: I want to have, like, a centralized place where I can show you guys the roadmap, just so, like, when we add things like this, I want it to be, you know, we can all just, like, be aligned on, like, what the roadmap looks like, and I’ll know what timelines
117 00:13:35.820 ⇒ 00:13:45.949 Pranav: what… what milestones should be hit. So I will work on that as well with you, just so, like, we know, okay, those other two projects, we’ll delay them just one to two weeks, based on how long this effort takes.
118 00:13:45.950 ⇒ 00:13:57.399 YvetteRuiz: Yeah, and I absolutely love that, that if we could have something like that, then we can just really work on prioritization. You know, hey, we can bumped that one down, we’re okay with that one. I love that format, so thank you.
119 00:13:57.400 ⇒ 00:13:59.829 Pranav: Perfect, yeah, yeah, that sounds great.
120 00:14:00.400 ⇒ 00:14:02.280 Pranav: Cool.
121 00:14:02.760 ⇒ 00:14:08.130 Pranav: Okay, so, yeah, we talked about usage, is there anything else that you guys wanted to discuss for this call?
122 00:14:09.940 ⇒ 00:14:23.119 YvetteRuiz: I don’t… I think, I don’t think so. I mean, I met with Janiece last week, and, just really trying to make sure that, you know what I mean, we’re moving along, but more,
123 00:14:23.650 ⇒ 00:14:43.419 YvetteRuiz: specifically making sure that everybody is utilizing it, and if they’re not utilizing it, why? And the goal here is making sure that it’s giving us what we need. I mean, that’s kind of the pounding that just continues to happen. I think she updated, you know, me saying that,
124 00:14:43.420 ⇒ 00:14:49.049 YvetteRuiz: the… the… what do you call it? The… Lanier? Lanier… whatever.
125 00:14:49.050 ⇒ 00:14:50.209 JanieceGarcia: Fill in your tickets.
126 00:14:50.210 ⇒ 00:14:54.660 YvetteRuiz: That’s pretty clean, everything’s looking good on that end. I did speak with
127 00:14:54.660 ⇒ 00:15:13.369 YvetteRuiz: Patricia last week, I had my one-on-ones, and she just… she just had nothing but raving things to say about it. You know, she was at the point saying, asking me, Yvette, do you think that we’re… can we pause, like, can we freeze them having access to the… the spread, to the central docs.
128 00:15:13.370 ⇒ 00:15:21.480 YvetteRuiz: just to get her team really pushed on, because she’s like, I need them to really start trusting the system, because everything that I’m doing with it.
129 00:15:21.510 ⇒ 00:15:29.429 YvetteRuiz: it’s working for me, so I’m just like, yeah, I’ll bring that conversation. I know it’s been a conversation we’ve had, but we really couldn’t do that because
130 00:15:29.940 ⇒ 00:15:31.709 YvetteRuiz: It wasn’t really providing us with what.
131 00:15:31.710 ⇒ 00:15:32.100 Pranav: Yeah.
132 00:15:32.100 ⇒ 00:15:33.589 YvetteRuiz: The accuracy of it.
133 00:15:33.780 ⇒ 00:15:53.399 Pranav: Yeah, so that is one thing that I’m noticing, too, with the central doc, is that it does get a lot of eyeballs, right? And so, if people know that they’re asking a question, even if Andy may provide the right answer, maybe they just go to the central doc as, like, force of habit to find that information.
134 00:15:53.400 ⇒ 00:15:54.599 YvetteRuiz: Exactly what they do.
135 00:15:54.840 ⇒ 00:15:56.340 Pranav: Okay, so…
136 00:15:57.540 ⇒ 00:16:11.199 Pranav: Now, number one priority should be they get the answer, right? Whether it’s through Andy or not, it should be that they get the answer. That’s what… we shouldn’t hinder their… their, efficiency or their accuracy if they…
137 00:16:11.330 ⇒ 00:16:15.479 Pranav: by not giving them access to the central dock. But I’m wondering…
138 00:16:15.910 ⇒ 00:16:32.749 Pranav: at what point do we close off access for even viewing to the central dock? Because right now, everybody has access to the central dock for viewing purposes as well. Yeah, where do you guys think we are with that? Like, because on our end, it’s really easy just to close that down.
139 00:16:33.310 ⇒ 00:16:35.160 Pranav: But we should do it with confidence.
140 00:16:35.320 ⇒ 00:16:48.990 YvetteRuiz: Yes, that’s the golden question, and that’s kind of always been my hesitation, because, you know, eventually that’s what we were thinking, right? But… and so that’s… that… you asked the same question that I asked Patricia. I was like, okay, look, I mean, that’s…
141 00:16:49.320 ⇒ 00:16:56.139 YvetteRuiz: you tell me, I mean, because, you know, to your point, I don’t want a CSR to feel like, oh my gosh, it’s not giving me the right…
142 00:16:56.140 ⇒ 00:17:14.970 YvetteRuiz: that’s why I want to have 100% confidence that, you know, hey, we’re good, and we’re doing all that, so… Yeah. She was all, well, let me, let me… she… what she did, she was like, let me talk to my team, and I’m going to let them know, hey, you know what I mean, we’re really, you know, I’ve been testing it, we’ve been doing all that, but just know, she was just gonna kind of put it out there. Within the next couple of weeks.
143 00:17:14.970 ⇒ 00:17:20.810 YvetteRuiz: We’ll probably… we’ll start… we’re gonna start locking, you know, access to the… to the central dock, so…
144 00:17:21.490 ⇒ 00:17:27.809 YvetteRuiz: I just kind of left it there, but I just figured that I wanted to bring it up at this conversation to kind of get your thoughts.
145 00:17:27.810 ⇒ 00:17:43.990 Pranav: Well, one thing we can do as well is, to get best of both worlds, is we can lock access for viewing directly, but then maybe an Andy, if they’re not satisfied with their response, like, they give us a thumbs down, then we can provide them a link to view the central doc.
146 00:17:44.210 ⇒ 00:17:45.769 YvetteRuiz: Wow, I like that.
147 00:17:45.770 ⇒ 00:17:49.510 Pranav: Right? I think that’s a lot… it’s a lot better of a process that way.
148 00:17:49.510 ⇒ 00:17:51.790 YvetteRuiz: Win-win, yeah. Yeah.
149 00:17:51.790 ⇒ 00:17:59.529 Pranav: So, I will work on doing something like that. I think we could probably implement that as soon as this week, right? Because…
150 00:17:59.530 ⇒ 00:18:00.160 YvetteRuiz: Oh, okay.
151 00:18:00.710 ⇒ 00:18:04.119 Pranav: I mean, on our end, it’s pretty simple, I would say.
152 00:18:04.770 ⇒ 00:18:07.120 Pranav: And we would just close on the central… yeah.
153 00:18:07.370 ⇒ 00:18:17.160 YvetteRuiz: I’m so sorry, I just need to check with the other departments, and I have my meeting tomorrow. I could bring that up tomorrow with everyone. This was just specifically with my conversation with Patricia, but I have had it with everybody else.
154 00:18:17.350 ⇒ 00:18:28.200 Pranav: Okay, I mean, that sounds great to me, because I think then we know exactly where the central dock is, providing information, and it’s also missing information.
155 00:18:29.350 ⇒ 00:18:47.029 Pranav: Yeah, so I think this works out pretty well, because within the thumbs-downs as well, we’ll be able to see if it was Andy not retrieving the right information, because I think what’s probably happening is that they used Andy once in the past, they didn’t give them the right information, but they saw the information in the central doc, so now they’re just like.
156 00:18:47.760 ⇒ 00:18:54.180 Pranav: skipping the step of going through Andy, right? But then that’s not good data for us in terms of improving the system.
157 00:18:54.370 ⇒ 00:19:01.170 YvetteRuiz: Absolutely, and that’s… and that’s the goal. And then you have some that, again, it’s just habit, you know what I mean? It’s not that they don’t… it’s just… that’s…
158 00:19:01.170 ⇒ 00:19:17.350 YvetteRuiz: I was trained that way, so I’m gonna go that way. That’s why I want to start… I want to start instilling the habit from when they hire, because it’s like, okay, what… what are we doing to change so when we bring someone in, to make sure that they’re 100% focused on Andy, not the docs?
159 00:19:17.350 ⇒ 00:19:20.819 Pranav: Yep, that makes total sense to me.
160 00:19:20.960 ⇒ 00:19:26.259 Pranav: And then what we can also do is we can provide,
161 00:19:27.050 ⇒ 00:19:45.769 Pranav: I’m not sure exactly what the name is, but the admin access to the trainers and to you, of course, Janiece, to give the viewing access back in certain short-term intervals. Let’s say, for whatever reason, like, Andy’s not responding well for certain questions, or, for whatever reason, and you can
162 00:19:46.260 ⇒ 00:19:57.960 Pranav: I just don’t want us to be the arbiters of, like, okay, this is open for you guys or closed. So I’ll give you guys both that admin access to, like, give viewing rights or closed-off rights to everybody.
163 00:19:58.460 ⇒ 00:20:08.919 JanieceGarcia: Because if we’ll need to update or make a comment in the central doc until the co-pilot and all of that is done, then we would still need that access, for sure.
164 00:20:09.580 ⇒ 00:20:13.180 Pranav: Yeah, so, I think going forward,
165 00:20:14.060 ⇒ 00:20:22.959 Pranav: For those updates, we will probably do that on our end, just because we can then, we can then handle the formatting that needs to happen.
166 00:20:22.960 ⇒ 00:20:23.750 JanieceGarcia: Right.
167 00:20:25.300 ⇒ 00:20:35.079 Pranav: Yeah, but I think if, for whatever reason, like, let’s say… let’s say there’s bad feedback from the trainers in terms of, okay, they’re not able to access the central dock.
168 00:20:36.690 ⇒ 00:20:49.850 Pranav: then we want to be able to, like, even if I’m not around, or, you know, Casey’s not able to just, like, give the access immediately, at least it’s in your hands as well to, like, give them back the read-only access to the central dock.
169 00:20:50.040 ⇒ 00:20:51.640 YvetteRuiz: That’s smart, yeah. Yeah.
170 00:20:51.640 ⇒ 00:21:02.979 Pranav: So, I will set up all that system for this week. And then I think that works out well for, in parallel, working on, like, some of this transcript stuff as well.
171 00:21:03.780 ⇒ 00:21:04.620 JanieceGarcia: Okay.
172 00:21:05.270 ⇒ 00:21:06.290 YvetteRuiz: Sounds good.
173 00:21:06.710 ⇒ 00:21:07.650 Pranav: Great.
174 00:21:07.930 ⇒ 00:21:09.680 YvetteRuiz: Ugh, I think,
175 00:21:10.330 ⇒ 00:21:27.190 YvetteRuiz: Yeah, I think that’s it. Perfect. I’ve been doing a lot of, just kind of, I’m trying not to get ahead of myself, and that’s hard, because I have so many things that I want to work on, Pranav, so I’m trying to keep myself, like, okay, this is what you’re working on, but I guess it’s still stuff that we can talk about, because we could put it on the…
176 00:21:27.820 ⇒ 00:21:32.400 YvetteRuiz: you know, the items to be worked on, or things that we want to start seeing.
177 00:21:32.400 ⇒ 00:21:33.810 Pranav: Yes, and I think…
178 00:21:33.980 ⇒ 00:21:51.130 Pranav: today, how we use this call is, like, perfect going forward, like, let’s keep doing this, like, on a week-to-week basis. Because it’s good for me, like, I also come in with ideas in terms of, like, what are certain, like, efficiencies we can make in terms of… specifically transcripts. Transcripts is, like, a huge opportunity for us.
179 00:21:51.130 ⇒ 00:21:51.909 JanieceGarcia: Hmm,
180 00:21:51.910 ⇒ 00:21:58.080 Pranav: And so, I’d love to talk more and more about that, because, you know, following these two projects.
181 00:21:58.210 ⇒ 00:22:04.170 Pranav: I want to dive into, like, the next 3 projects, you know? Yeah, so…
182 00:22:04.170 ⇒ 00:22:19.930 YvetteRuiz: That’s good to know, that’s good to know then, because I’m constantly… my brain is always kind of going and going, and I have, you know, I mean, I meet with you through building with Andy, and so, and then, of course, you know, I meet with our other… another company that we use is Avoca, which does all our after-hour
183 00:22:19.930 ⇒ 00:22:26.240 YvetteRuiz: our bot, they handle the phone calls and everything, so every time I’m talking to someone, I’m just like, man, can we just kind of…
184 00:22:26.240 ⇒ 00:22:27.000 JanieceGarcia: just…
185 00:22:27.000 ⇒ 00:22:30.650 YvetteRuiz: So let’s gotta make it all… it’s kind of like we’re, like, here, so I just…
186 00:22:30.650 ⇒ 00:22:31.200 Pranav: Interesting.
187 00:22:31.200 ⇒ 00:22:39.199 YvetteRuiz: I would love working with you just to kind of, okay, what does that all look like? What does that flow look like? How do we… how can we kind of piece all that together? But…
188 00:22:39.200 ⇒ 00:22:58.560 Pranav: Yeah, and I think there’s a… there’s certain clarity that I would love to get as well, and maybe, like, on another, like, dedicated call, we can set that up, with, like, just, you know, where EvoCo, like, helps with things, where Evolve also is, like, facilitating certain things, you know, they’re a central hub for these transcripts, right?
189 00:22:58.560 ⇒ 00:23:02.690 YvetteRuiz: Yeah, because the transcript, like, I was having a… and I’m sorry, I didn’t mean to cut you off.
190 00:23:03.270 ⇒ 00:23:04.400 YvetteRuiz: Like, mine’s… Yeah.
191 00:23:04.420 ⇒ 00:23:16.489 YvetteRuiz: I was talking to Matt last week, and I update him every week, just kind of where we’re at with different things that I’m working on, right? Whether it be Dream, Evolve, Brain Forge, Evoca.
192 00:23:16.490 ⇒ 00:23:27.049 YvetteRuiz: And one thing that I’ve been testing out, and this is just through me chat… the chat GPT side of it and stuff, but… and Abyte is who I’m working with as well, because we’re soon going to be integrating
193 00:23:27.050 ⇒ 00:23:37.380 YvetteRuiz: 8x8, our phone CRM with Evolve, so then that way it gives the pop-up screen, right? We’re just a little bit behind on things, so it gives the pop-up screen for the CSRs to where
194 00:23:37.380 ⇒ 00:23:48.849 YvetteRuiz: they don’t have to go search it on the Evolve piece of it, it automatically populates, connecting the caller ID with it, right? But then the other thing is, what we’re trying to work with you guys on is, after the call is.
195 00:23:48.940 ⇒ 00:23:51.820 YvetteRuiz: Can we get the, the…
196 00:23:52.180 ⇒ 00:23:57.330 YvetteRuiz: Not the full transcript, but the summary of the phone call put into the notes, right?
197 00:23:57.330 ⇒ 00:23:58.210 Pranav: Right.
198 00:23:58.750 ⇒ 00:24:04.369 YvetteRuiz: But even more, like… and I know this is… and again, this is where I get stuck, you know.
199 00:24:04.900 ⇒ 00:24:10.610 YvetteRuiz: we have so many notes in there, right? And so, like, if I’m looking at collection accounts, you know, I mean.
200 00:24:10.610 ⇒ 00:24:31.599 YvetteRuiz: yes, we have a tag system in Evolve that you can go pull all the collection notes up, but that’s if the agent tagged it right to begin with. But then I have to scroll through all those notes to kind of put together the story, versus, man, if I just had a feature that can summarize all that for me, and give me all the notes together in one piece.
201 00:24:31.920 ⇒ 00:24:46.870 YvetteRuiz: that is just, like, a game changer, because now I’m, like, I don’t have to scroll through a hundred different notes to kind of figure out what are all the conversations that we’re going in with that. So those are the things that… how do… how can we make those things happen to make the better experience?
202 00:24:47.590 ⇒ 00:24:51.260 Pranav: Yeah, totally. So… With,
203 00:24:51.270 ⇒ 00:25:02.550 Pranav: with Evolve as well, they’ve, you know, there’s been contact, I think, you, Sam, and then somebody from Evolve had, like, discussed a little bit about how can we bring in some of the…
204 00:25:02.550 ⇒ 00:25:14.499 Pranav: the transcript insights that we’re working on back into the Evolve system. Yeah, I think, Yvette, I need to work with you to figure out, okay, where did all of these things, like, where are the priorities for all these things?
205 00:25:14.810 ⇒ 00:25:21.900 Pranav: Top of mind for me, I don’t see that as a huge value add in terms of increasing usage for Andy.
206 00:25:22.370 ⇒ 00:25:40.320 Pranav: So, I want to just understand a little bit, like, where should we prioritize that? To me, I think it’s just not a huge priority to, like, bring those insights back into Evolve in real time. It’s a bigger effort than what we’re doing right now, and I don’t know if it’s the biggest value add. These all sound great,
207 00:25:40.780 ⇒ 00:25:50.389 Pranav: But I want… yeah, we should definitely discuss… maybe we need to have, like, a one-hour session where we just discuss all the tools, what are they being used for,
208 00:25:50.680 ⇒ 00:25:52.379 Pranav: And then that way, you know.
209 00:25:52.760 ⇒ 00:26:02.629 Pranav: I think we can do so much here at Brainforge, right? Like, and our whole thing is, how do we build on top of the systems you already have in place? Not just kind of duplicating things you already guys have done.
210 00:26:02.920 ⇒ 00:26:19.669 YvetteRuiz: Right, and that’s exactly what I’m trying to avoid, and Steven knows this, because I tell him that, right? Because it’s like, I’m… and this is, for me, it’s like, I need structure. Like, I already know everything we want to see, so if we can kind of just lay it… lay it down, saying, okay, here’s where we’re at, here’s where we’re at, here’s where we like to be.
211 00:26:20.220 ⇒ 00:26:27.800 YvetteRuiz: That, you know, and of course, this is everyone who we’re kind of working with, but we kind of all connect somehow, someway. Yes.
212 00:26:27.800 ⇒ 00:26:31.910 Pranav: Yeah, and I can help with that as well. I’ll definitely do my best to, like.
213 00:26:32.180 ⇒ 00:26:37.780 Pranav: make sense of the technical architecture of all this, right? Like, what are the…
214 00:26:38.090 ⇒ 00:26:57.029 Pranav: what are the capabilities of Evolve, of EvoCo, of… of all these other, like, tools you guys are using? Because what… here at Brainforge, we build everything from scratch, right? So, like, we can fill in the gaps a lot. It’s… we’re not… we’re not a SaaS tool, where it’s just like, hey, this is our feature set, take in…
215 00:26:57.030 ⇒ 00:27:08.960 Pranav: or leave it. We can build, like, kind of integrations with basically anything. And so, yeah, I think that’s a really good… because that’ll give me a much better understanding of, like.
216 00:27:09.090 ⇒ 00:27:12.770 Pranav: what is the number one priority? I think I’m already kind of there.
217 00:27:13.510 ⇒ 00:27:16.409 Pranav: But with just understanding these tools, it’s gonna help me out a lot.
218 00:27:16.970 ⇒ 00:27:24.469 YvetteRuiz: Yeah, for sure. I mean, at the end of the day, you know, if I had to kind of just sum it up, it’s gonna… it’s gonna be, like, what’s gonna make the best customer experience
219 00:27:24.470 ⇒ 00:27:49.050 YvetteRuiz: for my agent and for the customer, right? I mean, that’s the way it is, and these tools are all there, you know what I mean? It’s just a matter of, hey, what are going to be the big wins, right? And we knew Andy would bring value, because I don’t want to shuffle through 100 sheets, you know what I mean? I want an answer, and I want it quickly, right? I want to be able to route quickly, you know? I want to be able to know who do I go to, right? And then, of course, the note pieces of it.
220 00:27:49.050 ⇒ 00:28:07.669 YvetteRuiz: and then making our transfers friendly, right? You’ve seen our data, you see we have all these lines of business, but yet we have a horrible customer experience sometimes because the call comes in, it could be misdirected. I mean, you start bridging those gaps, I mean, it just… it’s a game changer, right? Yes, definitely.
221 00:28:08.090 ⇒ 00:28:08.780 Pranav: Definitely.
222 00:28:09.100 ⇒ 00:28:09.660 YvetteRuiz: Okay.
223 00:28:09.660 ⇒ 00:28:10.000 Pranav: Is it.
224 00:28:10.000 ⇒ 00:28:13.570 YvetteRuiz: Mah, I know I took off, I went off just kind of on a…
225 00:28:13.570 ⇒ 00:28:14.510 Pranav: No, no, this is…
226 00:28:14.510 ⇒ 00:28:15.360 YvetteRuiz: There you go.
227 00:28:15.360 ⇒ 00:28:23.679 Pranav: This is perfect, this is perfect. Yeah, I know we have a couple minutes left, or actually, I think we might be over time, because I think we usually only do 20 minutes, right?
228 00:28:24.390 ⇒ 00:28:31.970 Pranav: But I’m happy if, like, anything else, we can stay on for a couple more minutes, or, I think we’ll sync up later this week as well, just kind of…
229 00:28:32.160 ⇒ 00:28:33.110 Pranav: Discussing…
230 00:28:33.110 ⇒ 00:28:39.880 YvetteRuiz: Oh, I’m off on Friday. I mean, it doesn’t mean you guys gotta cancel the meeting or anything like that. I’m just letting you know, I get married this weekend, so…
231 00:28:39.880 ⇒ 00:28:40.380 Pranav: Oh, right.
232 00:28:41.050 ⇒ 00:28:42.440 Pranav: Right, right, right, I forgot.
233 00:28:42.440 ⇒ 00:28:43.850 YvetteRuiz: That’s awesome.
234 00:28:43.850 ⇒ 00:28:46.910 Pranav: Okay, we can,
235 00:28:47.720 ⇒ 00:28:55.849 Pranav: Let’s try to meet one time before that, maybe not for, like, our regular end-of-week update. Janice, are you here on Friday?
236 00:28:56.790 ⇒ 00:29:05.710 Pranav: Okay, perfect, so let’s keep that one on Friday, and then let’s, Yvette, we can have, like, a separate meeting, like, earlier this week to kind of talk a little bit more about this, like, transcript stuff.
237 00:29:05.980 ⇒ 00:29:15.600 YvetteRuiz: Perfect, yeah. Oh, okay. Cool. If Wednesday works for you, or just let me know what you have, just chat me, or, let me know what your availability is, and then I’ll, I’ll, I’ll connect with you.
238 00:29:15.720 ⇒ 00:29:24.629 Pranav: Perfect, yeah, Wednesday or Thursday should… should work for me. Yeah, let’s just, I think there’s some parallel work that we’ll both be doing, and then we’ll figure out a time that works best.
239 00:29:25.140 ⇒ 00:29:26.460 YvetteRuiz: Sounds good. Okay.
240 00:29:26.790 ⇒ 00:29:27.290 Pranav: Awesome, guys.
241 00:29:27.290 ⇒ 00:29:29.789 YvetteRuiz: Alright, well, I hope you have a good rest of y’all’s week.
242 00:29:29.790 ⇒ 00:29:30.609 Pranav: Thank you, you too.
243 00:29:30.610 ⇒ 00:29:32.000 YvetteRuiz: Thank you, bye. Bye.
244 00:29:32.000 ⇒ 00:29:32.600 Pranav: See ya.