Meeting Title: Andy Usage and Accuracy Discussion Date: 2026-04-09 Meeting participants: Mantis Room (AUS1-Main, 1), Pranav Narahari, ashley
WEBVTT
1 00:02:10.110 ⇒ 00:02:11.510 Pranav Narahari: Hey, how’s it going?
2 00:02:14.380 ⇒ 00:02:16.289 Pranav Narahari: I think you might be muted.
3 00:02:18.260 ⇒ 00:02:20.670 Mantis Room (AUS1-Main, 1): Can you hear me now?
4 00:02:20.670 ⇒ 00:02:21.770 Pranav Narahari: I can hear you now, perfect.
5 00:02:21.770 ⇒ 00:02:23.550 Mantis Room (AUS1-Main, 1): Okay, perfect.
6 00:02:27.280 ⇒ 00:02:32.499 Pranav Narahari: I saw that, Janice, you added Janice to the meeting, do you know if she’s joining?
7 00:02:32.750 ⇒ 00:02:50.319 Mantis Room (AUS1-Main, 1): She said, because I had let her know I had a… every Thursday, 9 o’clock, I have an Andy meeting with her to kind of just follow up on triage tickets or any concerns, and I had let her know that we were going to follow up at 10.30 about that email. She was like, oh, she goes, I’m available, I would like to be in it. So let me chat her…
8 00:02:51.060 ⇒ 00:02:52.190 Pranav Narahari: Yeah, I mean…
9 00:02:52.420 ⇒ 00:03:00.199 Pranav Narahari: If she can make it, that’s great. If not, like, I think it’s also good for us to kind of discuss even just, like, specific to, like, mechanical as well, so…
10 00:03:00.200 ⇒ 00:03:02.070 Mantis Room (AUS1-Main, 1): Oh, there she is.
11 00:03:02.070 ⇒ 00:03:02.570 Pranav Narahari: Perfect.
12 00:03:03.180 ⇒ 00:03:04.170 Pranav Narahari: Hello!
13 00:03:05.900 ⇒ 00:03:06.350 Pranav Narahari: How’s it going?
14 00:03:07.840 ⇒ 00:03:09.080 Pranav Narahari: How’s it going? How’s it going?
15 00:03:09.330 ⇒ 00:03:10.590 Mantis Room (AUS1-Main, 1): Good, how are you?
16 00:03:10.810 ⇒ 00:03:12.040 Pranav Narahari: I’m good, I’m good.
17 00:03:12.240 ⇒ 00:03:15.990 Mantis Room (AUS1-Main, 1): Glad to be back in the office, that’s for sure.
18 00:03:15.990 ⇒ 00:03:18.060 Pranav Narahari: Yeah, I’m jealous of the office.
19 00:03:20.330 ⇒ 00:03:31.190 Pranav Narahari: But yeah, I just kind of wanted to set up this meeting, you know, Ashley, we haven’t kind of sat down and talked specifically about mechanical yet, and I’d love to kind of, since it seems like you’re…
20 00:03:31.290 ⇒ 00:03:46.150 Pranav Narahari: you’re using Andy, you’re noticing, like, these certain, like, small differences and where it’s, not performing well. I just wanted to open it up to kind of discuss, like, that, as well as yesterday. You said you saw something similar, right.
21 00:03:46.380 ⇒ 00:03:56.360 Pranav Narahari: just kind of wanted to go through, like, where are you seeing, like, people using Andy? Where do you see that it’s, like, falling short? And just, like, overall, just, like, discussion about Andy.
22 00:03:57.190 ⇒ 00:04:05.840 Mantis Room (AUS1-Main, 1): Yeah, so, the first, like, that incident, that email that we were, dealing with… I’m gonna pull it up first.
23 00:04:06.280 ⇒ 00:04:09.409 Mantis Room (AUS1-Main, 1): Sorry, I’ve asked so many questions, I’m like,
24 00:04:10.420 ⇒ 00:04:12.069 Mantis Room (AUS1-Main, 1): I took that one.
25 00:04:12.900 ⇒ 00:04:31.299 Mantis Room (AUS1-Main, 1): And this goes back, Pranav, to where… remember, dispatch, which is what Ashley’s over, and Mechanical CSR, the dispatch team does the second half of what the CSR has actually done, so that’s where it was like, do we need to separate
26 00:04:31.300 ⇒ 00:04:42.230 Mantis Room (AUS1-Main, 1): Doing… we’ve got to make sure that they’re not getting mixed info, and it’s all, for the most part, the same information, it’s just what stage is it in?
27 00:04:44.100 ⇒ 00:04:51.029 Pranav Narahari: So, like, with a specific question, it can always be isolated as either dispatch or mechanical, or some.
28 00:04:51.030 ⇒ 00:04:51.580 Mantis Room (AUS1-Main, 1): consciousness.
29 00:04:51.890 ⇒ 00:04:52.880 Pranav Narahari: Oh, okay.
30 00:04:53.020 ⇒ 00:05:03.959 Mantis Room (AUS1-Main, 1): Yeah, they do, like, the CSRs do, like, the front end, like, Tara’s team, they do the front end of the customer interaction, and then dispatch, we do the technician side. We’re closing it out.
31 00:05:04.440 ⇒ 00:05:04.930 Pranav Narahari: Oh, gosh.
32 00:05:04.930 ⇒ 00:05:07.989 Mantis Room (AUS1-Main, 1): So, yeah, it’s different procedures for each one.
33 00:05:08.260 ⇒ 00:05:26.819 Pranav Narahari: Gotcha, so it’s never, like, really… I guess I’m thinking from, like, Andy’s perspective, it would never need to be pulling in for one specific question. Information from both, like, a mechanical central dock, as well as a dispatch central dock. It’ll only be one or the other. Okay, yeah, that’s good to know.
34 00:05:27.800 ⇒ 00:05:41.890 Pranav Narahari: just knowing that will help, you know, maybe with, like, some accuracy. Not necessarily that we’ll need to split it into two, but maybe we can just, have a different heading within mechanical, specifically for dispatch.
35 00:05:42.290 ⇒ 00:05:49.779 Pranav Narahari: And, Janiece, like, Ashley, like, when you guys are looking through the central dock, did you notice, like, a lot of the dispatch material being, like.
36 00:05:50.080 ⇒ 00:05:54.619 Pranav Narahari: not clearly separated within the mechanical central dock? Or is it, like…
37 00:05:55.300 ⇒ 00:06:11.799 Mantis Room (AUS1-Main, 1): I think it’s put together well, just, like, little key details of what was missing, a little bit more information, like, that dispatch knows that needed to be added to the central dock. But I mean, it’s put together pretty well. I didn’t see what the first
38 00:06:11.860 ⇒ 00:06:26.619 Mantis Room (AUS1-Main, 1): you know, setup looked like, but this one looked good to me, you know? Just little minor details that needed to be added or tweaked, for the most part. But I did tell Janice this morning, I noticed since the new one is in.
39 00:06:26.620 ⇒ 00:06:45.830 Mantis Room (AUS1-Main, 1): we already had to be, like, specific with our question, but now it’s like, you have to be even more specific about what you’re wanting to get out of Andy. And the example that I had asked her was, when I was going through some stuff, I was like, can I get a list… or can I get a list of all the Austin plumbers and their licensing?
40 00:06:46.050 ⇒ 00:07:06.649 Mantis Room (AUS1-Main, 1): So, like, if they’re a journeyman, tradesman, master, and Andy said that it couldn’t find that in the database. But I knew for a fact that it was in the database, because when we did the central doc updates, I was the one that updated all their licensing. That was something that y’all edited for us. So I went to the central doc, and I used the verbiage, like, for that section.
41 00:07:06.650 ⇒ 00:07:18.810 Mantis Room (AUS1-Main, 1): And I think it was, like, Austin Plumber Tech Levels, or something specific, so I just copied that, and I posted that, topic into Andy, and then boom, it gave me all the information I needed.
42 00:07:18.840 ⇒ 00:07:19.810 Mantis Room (AUS1-Main, 1): But…
43 00:07:20.110 ⇒ 00:07:26.989 Mantis Room (AUS1-Main, 1): They’re not gonna know that that’s what the subject was in the central doc, so something like that kind of is throwing it off, too.
44 00:07:27.570 ⇒ 00:07:35.409 Pranav Narahari: Totally, yeah, this is something that we’ll definitely need to refine. What I can tell you from…
45 00:07:35.510 ⇒ 00:07:52.959 Pranav Narahari: And that testing that you did is actually testing that we would do internally to kind of diagnose the issue. What that tells me is that there is likely some conflicting information, or if you could show me that example specifically, like, maybe it wouldn’t be, like,
46 00:07:53.120 ⇒ 00:07:55.730 Pranav Narahari: Apparent to, like, somebody that’s, like, you know.
47 00:07:55.900 ⇒ 00:08:00.030 Pranav Narahari: Really understands, like, the department really well, but…
48 00:08:00.110 ⇒ 00:08:17.839 Pranav Narahari: sometimes Andy’s not gonna understand or have the same context to, like, mechanical or dispatch that, you or, like, the CSRs may have. I’m not saying that’s necessarily the issue here, but these are, like, common issues that I see, like, pretty… pretty often.
49 00:08:19.710 ⇒ 00:08:26.749 Pranav Narahari: And it could also be, like, if there is duplicate information in the central doc, then it could be confusing Andy.
50 00:08:27.120 ⇒ 00:08:32.450 Mantis Room (AUS1-Main, 1): Definitely. Let’s see, I’m trying to… I’m going back in my E&D history.
51 00:08:33.429 ⇒ 00:08:35.259 Mantis Room (AUS1-Main, 1): Oh, let’s see…
52 00:08:41.439 ⇒ 00:08:46.989 Mantis Room (AUS1-Main, 1): Oh, that was another… like, it’s a lot… well, not… I’m not gonna say a lot, but,
53 00:08:47.099 ⇒ 00:08:55.629 Mantis Room (AUS1-Main, 1): like this one, for example. I asked this on April 2nd at 2.48 PM. What are the timeframes we offer for our client service calls?
54 00:08:56.489 ⇒ 00:09:06.829 Mantis Room (AUS1-Main, 1): And then it says, Andy gave back, and it said, the available documentation does not specify a standard arrival window, such as morning or afternoon for appliance service calls.
55 00:09:07.089 ⇒ 00:09:13.349 Mantis Room (AUS1-Main, 1): And then it says, appointments are typically booked one week in advance, and same-day auditions are managed by the department lead.
56 00:09:14.589 ⇒ 00:09:15.699 Mantis Room (AUS1-Main, 1): But…
57 00:09:15.709 ⇒ 00:09:39.229 Mantis Room (AUS1-Main, 1): in the central doc, if I… in the central doc, it’s listed as appliance repair complete timeframes offered all markets, so I asked that… I copied and pasted that from the central doc, and then I posted that into Andy, and then, boom, it gave me the answer. The timeframes offered for appliance service calls across all markets are… and then it breaks down all the timeframes that we offer.
58 00:09:39.949 ⇒ 00:09:46.709 Mantis Room (AUS1-Main, 1): Got it. But yet, I feel like my question was pretty clear, like, what time frames do we offer for appliance?
59 00:09:46.710 ⇒ 00:09:47.070 Pranav Narahari: Yeah.
60 00:09:47.070 ⇒ 00:09:47.640 Mantis Room (AUS1-Main, 1): Nothing.
61 00:09:48.090 ⇒ 00:09:50.819 Pranav Narahari: Yeah, I do feel like that was a pretty clear, like, question.
62 00:09:51.040 ⇒ 00:09:58.699 Pranav Narahari: Can we run that test again, just like through Andy? And I can… I don’t know if you have the ability to share your screen, or I could share my screen.
63 00:10:01.310 ⇒ 00:10:02.340 Pranav Narahari: Okay, perfect.
64 00:10:02.900 ⇒ 00:10:05.610 Mantis Room (AUS1-Main, 1): And while she’s doing that, Pranov,
65 00:10:06.110 ⇒ 00:10:20.269 Mantis Room (AUS1-Main, 1): just so you know, too, there is a lot of linear tickets, and I say a lot, but it’s, of course, less than what it was before, but just under Ashley, there’s about 12 that she’s assigned to Casey, and she hasn’t heard anything.
66 00:10:21.220 ⇒ 00:10:24.189 Pranav Narahari: Oh, okay. Gotcha. When were those assigned?
67 00:10:24.680 ⇒ 00:10:27.740 Mantis Room (AUS1-Main, 1): It goes back to even, like, March 18th.
68 00:10:28.000 ⇒ 00:10:30.159 Pranav Narahari: Oh, wow, okay.
69 00:10:30.520 ⇒ 00:10:43.990 Pranav Narahari: let me… let me sync up with Casey. You know, I think with, like, the whole central dock effort that we talked about, like, you know, we’re changing the process a little bit, which I’ll have, like, updates with you tomorrow about… I mean, I have.
70 00:10:43.990 ⇒ 00:10:44.370 Mantis Room (AUS1-Main, 1): Okay.
71 00:10:44.430 ⇒ 00:10:47.060 Pranav Narahari: Like, we have, like, a whole, kind of.
72 00:10:47.060 ⇒ 00:10:48.020 Mantis Room (AUS1-Main, 1): layout.
73 00:10:48.020 ⇒ 00:10:49.619 Pranav Narahari: Implement, yeah, a layout.
74 00:10:50.730 ⇒ 00:10:52.510 Mantis Room (AUS1-Main, 1): And…
75 00:10:52.510 ⇒ 00:10:58.479 Pranav Narahari: It’ll actually be, maybe, those tickets we can run through that pipeline, and it’ll be a really good, kind of, first
76 00:10:59.080 ⇒ 00:11:00.399 Pranav Narahari: The system, yeah.
77 00:11:00.400 ⇒ 00:11:04.580 Mantis Room (AUS1-Main, 1): Yeah, for sure. It’s not letting me present.
78 00:11:05.440 ⇒ 00:11:19.350 Mantis Room (AUS1-Main, 1): Show screen, show screen… oh, haha, just kidding. Operator error. Okay, so this is the question that I asked on the second, so I’m just gonna literally copy and paste.
79 00:11:38.920 ⇒ 00:11:45.799 Mantis Room (AUS1-Main, 1): You see, now it gave… oh, and I’m skipping something. Now it gave a kind of…
80 00:11:47.170 ⇒ 00:11:49.130 Mantis Room (AUS1-Main, 1): Sorry, it’s, like, lagging.
81 00:11:49.750 ⇒ 00:12:01.600 Mantis Room (AUS1-Main, 1): Service calls are typically booked one week in advance because these appointments are managed by the appliance department scheduling process. Often preloaded by the department lead, there are no specific time windows.
82 00:12:01.850 ⇒ 00:12:10.559 Mantis Room (AUS1-Main, 1): What? That’s weird, because there are, because then it gave a different answer than what it gave me on April 2nd, but we know what it says in the central doc.
83 00:12:11.130 ⇒ 00:12:11.920 Pranav Narahari: Right.
84 00:12:13.440 ⇒ 00:12:15.179 Pranav Narahari: It’s also,
85 00:12:16.180 ⇒ 00:12:26.709 Pranav Narahari: since there is history turned on, and I don’t know if there’s, like, an easy way to turn off, clear the history, and I don’t know if you want to do that, maybe you have certain things in the history of this chat.
86 00:12:27.750 ⇒ 00:12:29.050 Mantis Room (AUS1-Main, 1): So clear it and see.
87 00:12:29.050 ⇒ 00:12:30.600 Pranav Narahari: Yeah, is there a way to clear it?
88 00:12:31.740 ⇒ 00:12:36.050 Mantis Room (AUS1-Main, 1): Mmm, I don’t know. How do I do that? I know how you can turn history off!
89 00:12:36.520 ⇒ 00:12:37.300 Mantis Room (AUS1-Main, 1): Yeah.
90 00:12:37.300 ⇒ 00:12:40.030 Pranav Narahari: Just turning the history off is good enough. Yeah, we don’t need a…
91 00:12:41.770 ⇒ 00:12:42.409 Mantis Room (AUS1-Main, 1): Next year.
92 00:12:42.620 ⇒ 00:13:02.529 Mantis Room (AUS1-Main, 1): Go up to the down… to the down arrow. But the only thing with turning off the history is it’s not gonna delete any old. Yeah, and it’s not gonna do anything for now. It won’t do any… it won’t delete, like, anything we asked today, it’ll delete tomorrow. But all my history is still gonna show there. Yep.
93 00:13:03.860 ⇒ 00:13:10.950 Pranav Narahari: Got… yeah, I think the idea with turning off history is that Andy won’t use your previous conversations.
94 00:13:10.950 ⇒ 00:13:12.810 Mantis Room (AUS1-Main, 1): Gotcha, okay.
95 00:13:13.110 ⇒ 00:13:13.610 Pranav Narahari: Yeah.
96 00:13:13.610 ⇒ 00:13:16.709 Mantis Room (AUS1-Main, 1): So let me go back, I’m gonna scroll up in my history.
97 00:13:17.410 ⇒ 00:13:28.900 Mantis Room (AUS1-Main, 1): While we are here, though, I do want to try asking that question again without a question mark, because I was telling you about the punctuation. The differences, yeah. The differences. I’m going to see if it gives us a different answer without the question mark.
98 00:13:29.890 ⇒ 00:13:37.140 Mantis Room (AUS1-Main, 1): Because it was doing that to us… well, to her and, her team when they were testing that.
99 00:13:38.630 ⇒ 00:13:44.839 Mantis Room (AUS1-Main, 1): Nope. Well, I just did it backwards. As previously noted.
100 00:13:44.840 ⇒ 00:13:45.930 Pranav Narahari: Yeah.
101 00:13:46.110 ⇒ 00:13:49.140 Mantis Room (AUS1-Main, 1): All right, Andy!
102 00:13:49.280 ⇒ 00:13:55.989 Mantis Room (AUS1-Main, 1): I typically book one week in advance, so it kind of just repeated. Okay. Repeated. Got you.
103 00:13:55.990 ⇒ 00:14:06.730 Pranav Narahari: Yeah, so I just tested on my end, too, and I’m getting a different answer, so this just leads me to believe there’s probably some, conflicting information in the central book.
104 00:14:06.880 ⇒ 00:14:10.270 Pranav Narahari: So let me just paste into our chat.
105 00:14:10.750 ⇒ 00:14:11.130 Mantis Room (AUS1-Main, 1): Okay.
106 00:14:11.250 ⇒ 00:14:12.250 Pranav Narahari: I’m getting.
107 00:14:12.850 ⇒ 00:14:15.490 Mantis Room (AUS1-Main, 1): You can see…
108 00:14:15.630 ⇒ 00:14:21.190 Mantis Room (AUS1-Main, 1): That’s for HVAC. I was like, they don’t have corporate advisors, but it was HVAC. Yeah.
109 00:14:21.300 ⇒ 00:14:27.339 Mantis Room (AUS1-Main, 1): Okay, let me go back to… let me see if I can pull up that plumbing question I was telling y’all about.
110 00:14:28.330 ⇒ 00:14:29.899 Mantis Room (AUS1-Main, 1): Oh, there was one…
111 00:14:31.110 ⇒ 00:14:33.630 Pranav Narahari: There’s a… so, if we look into the…
112 00:14:33.830 ⇒ 00:14:42.399 Pranav Narahari: the meeting chat right now. I just sent, kind of the response that I got, and I’m wondering, is this kind of the… the correct answer that we’re looking for?
113 00:14:42.400 ⇒ 00:14:44.540 Mantis Room (AUS1-Main, 1): gonna be on Zoom. Oh.
114 00:14:44.750 ⇒ 00:14:46.680 Pranav Narahari: Yeah, in the Zoom meeting chat.
115 00:14:48.000 ⇒ 00:14:50.710 Mantis Room (AUS1-Main, 1): Oh, sorry, that’s a mini tabs, it’s ridiculous.
116 00:14:52.160 ⇒ 00:14:53.680 Mantis Room (AUS1-Main, 1): Where’d be at, buddy.
117 00:14:54.910 ⇒ 00:15:03.379 Mantis Room (AUS1-Main, 1): I don’t know. Well, she didn’t have popped up on my… It should. See if you go over on this side?
118 00:15:05.190 ⇒ 00:15:13.940 Mantis Room (AUS1-Main, 1): Because I connected from here, I didn’t connect from my laptop. Oh… so it shouldn’t just pop up. That’s what I thought it would have popped up here.
119 00:15:15.760 ⇒ 00:15:19.959 Mantis Room (AUS1-Main, 1): No, go to your… go to your schedule, your calendar.
120 00:15:20.410 ⇒ 00:15:23.199 Mantis Room (AUS1-Main, 1): Sorry, I have so many chats, it’s ridiculous.
121 00:15:23.810 ⇒ 00:15:26.180 Mantis Room (AUS1-Main, 1): Take on the calendar?
122 00:15:26.550 ⇒ 00:15:29.579 Mantis Room (AUS1-Main, 1): Okay, go see where his little…
123 00:15:30.220 ⇒ 00:15:31.909 Mantis Room (AUS1-Main, 1): No, that’s Frankie. There you go.
124 00:15:32.770 ⇒ 00:15:35.539 Mantis Room (AUS1-Main, 1): Should be, where is the actual meeting?
125 00:15:35.660 ⇒ 00:15:37.010 Mantis Room (AUS1-Main, 1): Oh, no. Huh?
126 00:15:37.220 ⇒ 00:15:39.690 Mantis Room (AUS1-Main, 1): We can’t see the meeting.
127 00:15:39.690 ⇒ 00:15:42.480 Pranav Narahari: If you stop sharing your screen, maybe it’ll pop up?
128 00:15:47.240 ⇒ 00:15:54.149 Pranav Narahari: Like, if you see, on the meeting window itself, like, there’s a chat button.
129 00:15:56.500 ⇒ 00:16:02.450 Mantis Room (AUS1-Main, 1): It’s because we’re using our full deal. Hold on.
130 00:16:02.450 ⇒ 00:16:02.990 Pranav Narahari: I’m gonna give up.
131 00:16:02.990 ⇒ 00:16:08.330 Mantis Room (AUS1-Main, 1): I’m gonna, I’m gonna join. Are you gonna join? Okay. And I’m just gonna mute this.
132 00:16:08.610 ⇒ 00:16:09.160 Pranav Narahari: Okay.
133 00:16:09.840 ⇒ 00:16:12.860 Mantis Room (AUS1-Main, 1): And then I’ll… I’ll reconnect.
134 00:16:13.050 ⇒ 00:16:18.199 Mantis Room (AUS1-Main, 1): Just so we can… Just so we can see it.
135 00:16:18.730 ⇒ 00:16:20.770 Mantis Room (AUS1-Main, 1): Okay, and then go to the chat.
136 00:16:23.080 ⇒ 00:16:28.410 Mantis Room (AUS1-Main, 1): Got it. And then you probably should… you can still present. Yeah, I’m gonna go. Okay.
137 00:16:29.070 ⇒ 00:16:29.900 Mantis Room (AUS1-Main, 1): Oopsie.
138 00:16:36.620 ⇒ 00:16:38.109 ashley: There we go, we go, there we go, there we go.
139 00:16:38.110 ⇒ 00:16:40.309 Audio shared by Mantis Room (AUS1-Main, 1): Pissing out, pissing out, pissing out, pissing out.
140 00:16:42.690 ⇒ 00:16:43.080 Mantis Room (AUS1-Main, 1): November.
141 00:16:48.870 ⇒ 00:16:50.080 Mantis Room (AUS1-Main, 1): Are we good now?
142 00:16:50.770 ⇒ 00:16:51.670 Pranav Narahari: Yeah.
143 00:16:51.670 ⇒ 00:16:58.379 Mantis Room (AUS1-Main, 1): Perfect. I had to mute my lap… the actual laptop. Well, why is it showing one?
144 00:16:58.560 ⇒ 00:17:01.999 Mantis Room (AUS1-Main, 1): Because you’re sharing it and seeing it, but go to your chat here.
145 00:17:07.220 ⇒ 00:17:07.960 Mantis Room (AUS1-Main, 1): Let me just…
146 00:17:07.960 ⇒ 00:17:11.679 Pranav Narahari: I can, resend it. It probably didn’t show the history.
147 00:17:12.060 ⇒ 00:17:12.780 Pranav Narahari: Excuse me.
148 00:17:15.980 ⇒ 00:17:27.399 Mantis Room (AUS1-Main, 1): There it is. For a planned service calls, appointments are typically booked one week in advance. Okay, so it’s only… it’s giving a smaller version of what it gave you. Yeah.
149 00:17:27.599 ⇒ 00:17:29.589 Pranav Narahari: Yeah, so, incorrect, right?
150 00:17:29.590 ⇒ 00:17:31.750 Mantis Room (AUS1-Main, 1): Yeah, you’re incorrect.
151 00:17:31.750 ⇒ 00:17:37.000 Pranav Narahari: Okay, that’s good to know. Like, this is definitely, like, a case of…
152 00:17:37.640 ⇒ 00:17:39.940 Pranav Narahari: Because we know the information’s in there, right? So it’s not.
153 00:17:39.940 ⇒ 00:17:40.310 Mantis Room (AUS1-Main, 1): Right.
154 00:17:40.320 ⇒ 00:17:44.240 Pranav Narahari: information. It’s, just conflicting information.
155 00:17:46.110 ⇒ 00:17:59.779 Pranav Narahari: basically what’s happening, just to kind of give you a little bit more insight of, like, how does Andy work, is that it goes into… it has, like, all of these central docs, like, in a way for it to easily query.
156 00:17:59.950 ⇒ 00:18:03.060 Pranav Narahari: And then, when a question is asked to Andy.
157 00:18:03.480 ⇒ 00:18:17.259 Pranav Narahari: there is, like, a stack ranked of, like, okay, what is the most relevant information? So, if there’s conflicting information based on, like, the question that’s being asked, then it’s going to get the answer wrong a lot of the time.
158 00:18:17.950 ⇒ 00:18:31.069 Pranav Narahari: And so, I know that this doesn’t have to do with, like, not enough context being added in the question, because, Ashley, you said, like, what did you paste exactly from the central doc that gave you the right answer? Do you have that?
159 00:18:31.070 ⇒ 00:18:35.420 Mantis Room (AUS1-Main, 1): Like, the top, like, the subject for that section?
160 00:18:35.610 ⇒ 00:18:44.939 Mantis Room (AUS1-Main, 1): That we’re using. It was worded as… Speak for a second…
161 00:18:51.140 ⇒ 00:18:54.810 Mantis Room (AUS1-Main, 1): I think it was further out. This is what I said, 2.30?
162 00:19:01.220 ⇒ 00:19:06.789 Mantis Room (AUS1-Main, 1): Click all these, like, triage tickets that I had submitted that day.
163 00:19:08.190 ⇒ 00:19:17.100 Mantis Room (AUS1-Main, 1): Okay, so yeah, so then, like, in the central doc, it’s listed as appliance repair complete, timeframes offered all markets.
164 00:19:17.480 ⇒ 00:19:18.520 Pranav Narahari: Gotcha.
165 00:19:18.670 ⇒ 00:19:22.380 Mantis Room (AUS1-Main, 1): And that’s the exact verbiage, like I said, I forwarded off the central dog.
166 00:19:24.660 ⇒ 00:19:25.340 Pranav Narahari: Yup.
167 00:19:26.700 ⇒ 00:19:29.590 Pranav Narahari: Yeah, the only thing that’s not mentioned is just, like.
168 00:19:31.400 ⇒ 00:19:38.080 Pranav Narahari: service calls, and so that may be just, for whatever reason, it shouldn’t be, but maybe that’s why it’s getting…
169 00:19:39.320 ⇒ 00:19:41.330 Pranav Narahari: It’s getting, confused.
170 00:19:41.330 ⇒ 00:19:47.639 Mantis Room (AUS1-Main, 1): So, on the central doc, maybe add timeframes offered for service calls all markets?
171 00:19:47.920 ⇒ 00:19:52.170 Pranav Narahari: Yeah, I think if we made that update, like, I could see it.
172 00:19:52.540 ⇒ 00:19:53.900 Pranav Narahari: functioning properly.
173 00:19:54.670 ⇒ 00:20:08.320 Mantis Room (AUS1-Main, 1): pulled that, because it says appliance service calls across all markets, so maybe adding that verbiage for appliance. At the top, appliance repair service calls, and then timeframes offered all markets. Yeah.
174 00:20:08.510 ⇒ 00:20:11.879 Pranav Narahari: Yeah, so, like, what I’m… and maybe even just appliance…
175 00:20:12.350 ⇒ 00:20:15.470 Pranav Narahari: repair service calls? Let me just try that.
176 00:20:15.660 ⇒ 00:20:16.770 Mantis Room (AUS1-Main, 1): Okay.
177 00:20:17.000 ⇒ 00:20:22.150 Pranav Narahari: And not that… We need to be adding this much context,
178 00:20:22.490 ⇒ 00:20:24.600 Pranav Narahari: But I just want to know, like, what the…
179 00:20:26.050 ⇒ 00:20:30.079 Pranav Narahari: what is the difference? And, like, yeah, sometimes with the history enabled.
180 00:20:31.110 ⇒ 00:20:34.929 Pranav Narahari: Yeah, when it says, as previously noted, I just got that as well.
181 00:20:35.170 ⇒ 00:20:52.229 Mantis Room (AUS1-Main, 1): Andy is not happy with us today, Panop. He’s got a little attitude. Okay, I can ask, yeah, because I haven’t asked it. Okay.
182 00:20:52.230 ⇒ 00:20:56.570 Mantis Room (AUS1-Main, 1): the exact… So, what’s the question you want me to ask, exactly?
183 00:20:56.730 ⇒ 00:21:01.680 Mantis Room (AUS1-Main, 1): What are the timeframes we offer for our client service calls?
184 00:21:02.480 ⇒ 00:21:05.259 Pranav Narahari: Appliance repair service calls.
185 00:21:05.260 ⇒ 00:21:08.430 Mantis Room (AUS1-Main, 1): Oh, yeah, we’re paying a service call, sorry.
186 00:21:10.370 ⇒ 00:21:12.780 Pranav Narahari: Yeah, I just sent it in the chat, like, the exact…
187 00:21:13.990 ⇒ 00:21:19.830 Pranav Narahari: But yeah, I’m getting the same ques… I’m getting the same answer, like, word by word, basically, so…
188 00:21:19.830 ⇒ 00:21:28.650 Mantis Room (AUS1-Main, 1): Appliance repair appointments are typically booked one week in advance. I got the same question, or the same answer. That exact one.
189 00:21:29.100 ⇒ 00:21:29.680 Pranav Narahari: Yup.
190 00:21:30.410 ⇒ 00:21:35.020 Pranav Narahari: Yeah, so it’s just… it’s pulling this information from somewhere else,
191 00:21:35.490 ⇒ 00:21:40.519 Pranav Narahari: Yeah. Is this already a triage ticket, or should we just, do you want to just give it a thumbs down real quick?
192 00:21:40.680 ⇒ 00:21:54.190 Mantis Room (AUS1-Main, 1): It might already be. I have my… I logged into Lanier before we came in. That would have been… oh.
193 00:21:54.410 ⇒ 00:22:00.950 Mantis Room (AUS1-Main, 1): That one was a while back. I’m trying to remember who asked that question.
194 00:22:02.330 ⇒ 00:22:04.240 Mantis Room (AUS1-Main, 1): Maybe it was in this panel?
195 00:22:09.590 ⇒ 00:22:15.599 Mantis Room (AUS1-Main, 1): I’m just gonna thumbs down it, because we’ll be here all day trying to go through all these regards pickups, I’m not gonna lie to y’all.
196 00:22:15.600 ⇒ 00:22:17.600 Pranav Narahari: Okay. Yeah. Yeah.
197 00:22:18.230 ⇒ 00:22:25.229 Pranav Narahari: I’m not sure if there’s, like, a search on the… Unlinear, to just… Look up the question itself.
198 00:22:26.340 ⇒ 00:22:39.969 Mantis Room (AUS1-Main, 1): That’s what I wanted to know, because poor Casey. I mean, he jumped to it yesterday when I asked him about one that I closed out on accident, but is there a way that we can search if we’re not finding it?
199 00:22:41.380 ⇒ 00:22:49.260 Pranav Narahari: Yeah, let me, yeah, if you actually want to hop back into Linear, there is one way where we can filter certain
200 00:22:49.650 ⇒ 00:22:51.219 Pranav Narahari: Sorry, questions.
201 00:22:51.500 ⇒ 00:22:58.420 Pranav Narahari: And it’s like an AI, actually. So here, if you click on that filter on the top,
202 00:22:58.690 ⇒ 00:23:02.219 Pranav Narahari: Yeah, the one… I think it’s the one, yeah, right there.
203 00:23:02.930 ⇒ 00:23:09.270 Pranav Narahari: And then, if you click on AI Filter, you can just, like, say in… just… .
204 00:23:09.270 ⇒ 00:23:10.730 Mantis Room (AUS1-Main, 1): Type something in?
205 00:23:10.730 ⇒ 00:23:15.350 Pranav Narahari: You can just type anything in. You can just say, like, appliance, service calls.
206 00:23:25.030 ⇒ 00:23:30.039 Pranav Narahari: Okay, and so this is the one you just created, so it popped up. So it looks like there wasn’t one before.
207 00:23:30.360 ⇒ 00:23:36.059 Mantis Room (AUS1-Main, 1): Okay. Well, that’s good. I wanna… No, we got that.
208 00:23:37.260 ⇒ 00:23:39.030 Mantis Room (AUS1-Main, 1): That’s good to know.
209 00:23:39.960 ⇒ 00:23:42.340 Pranav Narahari: Yeah, I think that should be helpful for just, like, getting
210 00:23:42.470 ⇒ 00:23:44.099 Pranav Narahari: Getting through a lot of these.
211 00:23:54.020 ⇒ 00:23:56.439 Mantis Room (AUS1-Main, 1): That’s pretty cool. Oh, yeah.
212 00:23:56.670 ⇒ 00:23:58.030 Mantis Room (AUS1-Main, 1): I like that.
213 00:23:59.520 ⇒ 00:24:03.970 Pranav Narahari: And sometimes, yeah, it says, like, it needs to look a little bit more description if it doesn’t.
214 00:24:04.890 ⇒ 00:24:09.629 Mantis Room (AUS1-Main, 1): If it won’t pop it up, yeah. Okay. Okay, cool, cool, cool.
215 00:24:09.880 ⇒ 00:24:13.270 Mantis Room (AUS1-Main, 1): Sweet. That’s good to know. Woohoo! Okay.
216 00:24:13.270 ⇒ 00:24:14.020 Pranav Narahari: Cool, cool.
217 00:24:15.720 ⇒ 00:24:17.890 Pranav Narahari: Alright, yeah, so I will,
218 00:24:18.140 ⇒ 00:24:20.900 Pranav Narahari: I think this is really good, actually, like, kind of…
219 00:24:21.470 ⇒ 00:24:24.879 Pranav Narahari: Getting into having more of these conversations about…
220 00:24:25.120 ⇒ 00:24:34.219 Pranav Narahari: what is going wrong. I think sometimes with the triage tickets, you know, we get the information in there, but we don’t kind of assess why it’s happening, and then try to troubleshoot it.
221 00:24:34.330 ⇒ 00:24:46.510 Pranav Narahari: So, yeah, Janiece, Ashley, like, we can… we can set these up whenever. Feel free to, like, throw any, like, time on my calendar if anything comes up, but every once in a while, I’ll try to throw some time on y’all’s calendar as well.
222 00:24:47.090 ⇒ 00:24:50.240 Mantis Room (AUS1-Main, 1): Heck yeah. Okay. Yeah, that works. Definitely.
223 00:24:50.280 ⇒ 00:25:07.360 Mantis Room (AUS1-Main, 1): And truthfully, Pranav, like, I have, like, as you know, I mean, I have regular one-on-ones with them weekly, and they’re 30-minute sessions, but it’s talking about the usage, it’s getting their feedback, and I don’t mind sharing those notes with you as well.
224 00:25:07.360 ⇒ 00:25:17.439 Mantis Room (AUS1-Main, 1): So that way you know. For the most part, everyone’s saying definitely that it’s faster. Yeah. That it does seem to be faster.
225 00:25:17.700 ⇒ 00:25:32.670 Mantis Room (AUS1-Main, 1): And then the other feedback is accuracy. They are noticing that it’s better, and it’s getting better. Dispatch was the first one that’s been like, no, this is not working the way that we need it to.
226 00:25:32.670 ⇒ 00:25:39.580 Mantis Room (AUS1-Main, 1): So that’s why I was glad that you reached out to Ashley and scheduled this, yeah.
227 00:25:39.750 ⇒ 00:25:45.210 Pranav Narahari: Yeah, okay, that’s good to know. And, did you want to just add me to those calls on Thursdays? I did.
228 00:25:45.210 ⇒ 00:25:53.250 Mantis Room (AUS1-Main, 1): Yeah, and then if you can pop in, great. If you can’t, that’s okay too. And if something happens on our end, I’ll make sure that you know.
229 00:25:54.970 ⇒ 00:25:55.790 Pranav Narahari: That sounds weird.
230 00:25:56.320 ⇒ 00:26:11.699 Mantis Room (AUS1-Main, 1): Okay, Ash… Ashley’s time is actually going to, starting next week, it’s going to be with Rayanne as well, so I’ll have mechanical and dispatch together, but I’ll add you to that call, yeah.
231 00:26:12.300 ⇒ 00:26:13.380 Pranav Narahari: That sounds great.
232 00:26:13.720 ⇒ 00:26:16.640 Mantis Room (AUS1-Main, 1): Okay, awesome. I appreciate it.
233 00:26:16.640 ⇒ 00:26:17.520 Pranav Narahari: Yeah, thanks, guys.
234 00:26:17.740 ⇒ 00:26:20.870 Mantis Room (AUS1-Main, 1): We’ll talk soon. Thank you. Have a good one. Bye.
235 00:26:20.870 ⇒ 00:26:21.460 Pranav Narahari: Dip.