Meeting Title: Brainforge x Andy Demo and SOP Date: 2026-04-17 Meeting participants: Pranav Narahari, read.ai meeting notes, JanieceGarcia, Casie Aviles, YvetteRuiz
WEBVTT
1 00:02:19.140 ⇒ 00:02:20.130 Pranav Narahari: Hey, Denise.
2 00:02:22.420 ⇒ 00:02:23.250 JanieceGarcia: Hey!
3 00:02:24.130 ⇒ 00:02:25.220 Pranav Narahari: How’s it going?
4 00:02:25.510 ⇒ 00:02:26.640 JanieceGarcia: Good, how are you?
5 00:02:27.070 ⇒ 00:02:29.039 Pranav Narahari: Pretty good, pretty good, can’t complain.
6 00:02:29.220 ⇒ 00:02:29.910 JanieceGarcia: Yay!
7 00:02:30.680 ⇒ 00:02:31.560 JanieceGarcia: It’s Friday!
8 00:02:31.940 ⇒ 00:02:39.710 Pranav Narahari: It is Friday, it is Friday. And, I’m going to be out on Monday, so I’ll just see you guys in person on Tuesday.
9 00:02:41.030 ⇒ 00:02:50.499 JanieceGarcia: That’s right! I need to remind Yvette about that, because she’s going to have to cancel. We normally have a meeting on Tuesday, but I think I noticed that she’s off next week, half the week anyway.
10 00:02:51.300 ⇒ 00:02:52.089 Pranav Narahari: Oh, okay.
11 00:02:52.090 ⇒ 00:02:54.190 JanieceGarcia: So that’s probably why she was saying yes to Tuesday.
12 00:02:54.800 ⇒ 00:02:57.370 Pranav Narahari: Yeah, that makes sense, that makes sense. Okay, cool.
13 00:03:00.420 ⇒ 00:03:02.660 Pranav Narahari: Yvette’s probably joining us today, right?
14 00:03:03.480 ⇒ 00:03:09.549 JanieceGarcia: I’m thinking so, but I know she has a meeting with Dream right now, too.
15 00:03:10.880 ⇒ 00:03:12.539 Pranav Narahari: Who’s, whose dream?
16 00:03:12.910 ⇒ 00:03:17.180 JanieceGarcia: Dream’s the one that we’re looking at trying to switch over for our CRM?
17 00:03:17.880 ⇒ 00:03:19.750 Pranav Narahari: Yeah, gotcha. Okay.
18 00:03:20.140 ⇒ 00:03:20.820 JanieceGarcia: Yeah.
19 00:03:20.820 ⇒ 00:03:27.589 Pranav Narahari: Sounds good I think Matt is always kind of accepting the event, but…
20 00:03:29.120 ⇒ 00:03:31.710 Pranav Narahari: Yeah. I think we might as well just get started, though.
21 00:03:32.470 ⇒ 00:03:33.220 JanieceGarcia: Yeah, yeah.
22 00:03:33.220 ⇒ 00:03:33.790 Pranav Narahari: I mean…
23 00:03:33.790 ⇒ 00:03:37.870 JanieceGarcia: She might be coming in, because she just chatted to…
24 00:03:40.530 ⇒ 00:03:43.839 JanieceGarcia: She just chatted to our actual, like, big group.
25 00:03:44.450 ⇒ 00:03:45.270 Pranav Narahari: Oh, okay.
26 00:03:46.020 ⇒ 00:03:51.950 Pranav Narahari: Okay, cool. And also, Casey’s here as well. He’s gonna… Do some demos for us.
27 00:03:52.150 ⇒ 00:03:54.110 JanieceGarcia: Yay! Hi, Casey!
28 00:04:00.040 ⇒ 00:04:01.860 Casie Aviles: Oh, sorry, I was muted.
29 00:04:10.100 ⇒ 00:04:14.339 Pranav Narahari: Janice, when you look at usage, what, what view do you look at?
30 00:04:15.060 ⇒ 00:04:24.160 JanieceGarcia: So… Forgive me, because I’m not very savvy with y’all’s Zoom stuff, but I will share.
31 00:04:24.550 ⇒ 00:04:26.009 Pranav Narahari: No, all good, all good.
32 00:04:33.810 ⇒ 00:04:42.649 JanieceGarcia: Okay, so… Can you see my screen where I just clicked on my… Yep. Real bookmark? Okay.
33 00:04:42.890 ⇒ 00:04:45.100 JanieceGarcia: So…
34 00:04:45.390 ⇒ 00:05:01.559 JanieceGarcia: I go back to this one, but when I do it, it automatically just pulls up for the 24 hours, and so when I’m looking at usage, I look at it from our week, from our Monday to Sunday. So for, like, this week, I’m looking at the 13th.
35 00:05:01.820 ⇒ 00:05:03.140 JanieceGarcia: Through the 19th.
36 00:05:04.070 ⇒ 00:05:09.689 JanieceGarcia: And then I compare it to the previous week, which would be the 6th through the 12th.
37 00:05:11.040 ⇒ 00:05:16.569 Pranav Narahari: Gotcha. If you just click on pivot there, on the… on the left-hand side… This one? Yep.
38 00:05:18.850 ⇒ 00:05:24.120 Pranav Narahari: Okay, yeah, here is kind of, like, the view that we usually, I think when we’re sharing our screen and showing the uses.
39 00:05:25.690 ⇒ 00:05:27.740 Pranav Narahari: So if you, like, in the rows.
40 00:05:28.670 ⇒ 00:05:31.650 Pranav Narahari: Upfield, if you just add department and username.
41 00:05:39.530 ⇒ 00:05:42.700 Pranav Narahari: And then for columns, just total exchanges for right now.
42 00:05:48.570 ⇒ 00:05:49.430 Pranav Narahari: Perfect.
43 00:05:51.650 ⇒ 00:05:56.410 Pranav Narahari: And then, in the isTestUser, so… Casey.
44 00:05:56.410 ⇒ 00:05:57.380 JanieceGarcia: I…
45 00:05:58.710 ⇒ 00:06:03.479 JanieceGarcia: I do X out of that, because I want… I want to see where the trainer’s usage is as well.
46 00:06:03.690 ⇒ 00:06:04.300 Pranav Narahari: Yeah.
47 00:06:04.570 ⇒ 00:06:11.049 JanieceGarcia: Because they should be truly leading, I would think, the group. Unless it’s, like, new hires.
48 00:06:11.540 ⇒ 00:06:13.930 Pranav Narahari: Yep. Oh, hey, Yvette, just saw that you joined.
49 00:06:15.560 ⇒ 00:06:29.510 Pranav Narahari: But yeah, we’re just going through usage, so, all good, all good. What I would also do here is, Janiece, on that plus, next to the clear filter, next to needs… Yeah, that one.
50 00:06:29.630 ⇒ 00:06:34.140 Pranav Narahari: I would add… look up Mustafa’s name, M-U-S…
51 00:06:36.250 ⇒ 00:06:37.510 JanieceGarcia: Oh, I have seen that.
52 00:06:38.730 ⇒ 00:06:39.540 Pranav Narahari: Yeah.
53 00:06:40.300 ⇒ 00:06:42.999 Pranav Narahari: Oh, I think first you need to do exclude username.
54 00:06:47.420 ⇒ 00:06:50.260 Pranav Narahari: Yeah, I think you just scrolled past it.
55 00:06:53.320 ⇒ 00:06:55.599 JanieceGarcia: Can I just type it in…
56 00:06:58.670 ⇒ 00:07:00.200 Pranav Narahari: Oh, it might just be username, actually, not a.
57 00:07:00.200 ⇒ 00:07:01.410 Casie Aviles: Yeah, username.
58 00:07:01.650 ⇒ 00:07:02.330 Pranav Narahari: Yeah.
59 00:07:03.370 ⇒ 00:07:07.289 Pranav Narahari: Yep, perfect. And then here, just search Mustafa’s name.
60 00:07:07.450 ⇒ 00:07:10.950 Pranav Narahari: Yeah, and then there you… Toggle to exclude.
61 00:07:13.770 ⇒ 00:07:16.860 Casie Aviles: Oh, it doesn’t have an EN. What do you call this?
62 00:07:17.300 ⇒ 00:07:19.820 Casie Aviles: Oh, the switch for this, for this week.
63 00:07:20.040 ⇒ 00:07:28.320 Pranav Narahari: That makes sense. So then the other name that you should look up is, Brainforge, because, like, we have our AI service account. Yeah, so just click on this.
64 00:07:28.720 ⇒ 00:07:35.609 Pranav Narahari: We just don’t want to include, like, our stuff in here, too. Right. So, you have to do exclude, not include.
65 00:07:37.770 ⇒ 00:07:38.450 JanieceGarcia: Nope.
66 00:07:39.160 ⇒ 00:07:41.560 JanieceGarcia: Did it not? There we go. Okay.
67 00:07:41.730 ⇒ 00:07:42.700 JanieceGarcia: So, like that.
68 00:07:43.760 ⇒ 00:07:46.259 Pranav Narahari: Yes, and then now if you click out of it, it should update.
69 00:07:47.750 ⇒ 00:07:48.250 JanieceGarcia: Awesome.
70 00:07:48.260 ⇒ 00:07:49.150 Pranav Narahari: That’s fair.
71 00:07:49.310 ⇒ 00:07:52.459 Pranav Narahari: Okay, that looks pretty good. Alright.
72 00:07:53.830 ⇒ 00:07:56.830 JanieceGarcia: Okay, so we’re up more than what I… Just thinking.
73 00:07:57.440 ⇒ 00:08:10.019 Pranav Narahari: Yeah, I think it’s based on, kind of, how you, view, like, last 7 days, too. So I just… I just go on the top, click last 7 days, and it does, I believe, Sunday to Saturday.
74 00:08:10.500 ⇒ 00:08:17.369 Pranav Narahari: I think it does Sunday to Saturday. What is it? I do 11 to 17th.
75 00:08:17.610 ⇒ 00:08:21.010 Pranav Narahari: So today’s the 17th, so I do, actually, Friday to Friday. That’s what I do.
76 00:08:21.010 ⇒ 00:08:22.770 JanieceGarcia: That’s what you look at, okay.
77 00:08:22.770 ⇒ 00:08:29.020 Pranav Narahari: Yeah, or Saturday to Friday, I should say. And so, I think when we were looking a couple days ago.
78 00:08:30.190 ⇒ 00:08:30.979 YvetteRuiz: Yeah, he was in.
79 00:08:30.980 ⇒ 00:08:41.530 Pranav Narahari: it was, like, double counting a weekend or something like that. It wasn’t seeing all of the usage, because it looks like right now, test has gone down a little bit, lead line’s gone up a little bit.
80 00:08:41.530 ⇒ 00:08:53.999 Pranav Narahari: Lawn and tree has gone up a lot, and so it’s… we’ve kind of stayed pretty… we just went up by 7 total for the week, and I think we had reduced a lot more, right?
81 00:08:54.380 ⇒ 00:08:56.119 JanieceGarcia: I did, yep.
82 00:08:56.290 ⇒ 00:08:58.549 Pranav Narahari: Okay, so then this is good, this is good.
83 00:08:58.550 ⇒ 00:08:59.340 YvetteRuiz: Hmm.
84 00:09:01.030 ⇒ 00:09:04.669 Pranav Narahari: Perfect. Yeah, I just wanted to kind of go over that, too, because…
85 00:09:04.770 ⇒ 00:09:13.339 Pranav Narahari: I know everyone is using Rillo in a little bit different way. I noticed that, like, when we were talking to the dispatch and mechanical trainers a couple days ago,
86 00:09:13.520 ⇒ 00:09:15.750 Pranav Narahari: So, this is good.
87 00:09:17.590 ⇒ 00:09:30.020 Pranav Narahari: Okay, perfect. What I mostly wanted to talk about today was the Central.co-pilot, you know? We’ve wrapped that up, and yeah, that’s why Casey’s here today, because he’s gonna do a little bit of a demo for us.
88 00:09:30.410 ⇒ 00:09:41.240 Pranav Narahari: And so, I want to start off with just the new SOP for the triage system. And so, that’s gonna give a little bit of context for, like, this demo. And so…
89 00:09:41.690 ⇒ 00:09:47.329 Pranav Narahari: basically, long story short, right, is everything should seem the same for you guys.
90 00:09:47.370 ⇒ 00:09:58.710 Pranav Narahari: the one thing that I would probably want to work with you, Janice, on, and we can probably have some time in this meeting to set that up, is having a new filtering set on your linear.
91 00:09:58.720 ⇒ 00:10:13.519 Pranav Narahari: Because I want to make sure that you’re filtering based on the correct labels that we’ve created, just so you know, okay, which tickets do I look at? Which tickets are on somebody else’s plate? We’re using a combination of both status and labels.
92 00:10:13.660 ⇒ 00:10:16.240 Pranav Narahari: So, I just don’t want there to be any confusion there.
93 00:10:17.020 ⇒ 00:10:28.960 JanieceGarcia: That’ll be good, because I’ve even noticed, I mean, I know, like, the triage tickets, for example, which is what I’m used to looking at and going through and figuring out. I’m like, wow, it’s a lot less, and is that because
94 00:10:29.270 ⇒ 00:10:34.990 JanieceGarcia: the feedback, the thumbs down is not coming in as much, or is it because of this? And if so, where are they going?
95 00:10:35.220 ⇒ 00:10:39.449 Pranav Narahari: Yes, yeah, yeah, so I don’t want that to be a concern. It’s…
96 00:10:39.580 ⇒ 00:10:54.929 Pranav Narahari: for us, we want to make sure nothing gets lost, and then that ties into, you know, we want all tickets that are in the system to be… we want to see them, because we want to have this 24-hour SLA, right? Once it gets to, you know, Yvette, your approval, and Janiece, your approval, like.
97 00:10:55.100 ⇒ 00:10:57.240 Pranav Narahari: After that point, we should then be
98 00:10:57.960 ⇒ 00:11:02.149 Pranav Narahari: Send a memo of everything that’s been updated into the central doc within 24 hours.
99 00:11:02.260 ⇒ 00:11:03.810 JanieceGarcia: Okay. Yeah. Okay.
100 00:11:04.250 ⇒ 00:11:06.030 Pranav Narahari: Okay, cool.
101 00:11:06.490 ⇒ 00:11:13.760 Pranav Narahari: Casey, do you wanna take the floor, show us end-to-end, starting with just, like, the feedback in Andy?
102 00:11:14.940 ⇒ 00:11:16.350 YvetteRuiz: Yeah, no problem.
103 00:11:16.970 ⇒ 00:11:21.519 Casie Aviles: So, yeah. I’ll start with, like, Andy, so it starts with…
104 00:11:22.220 ⇒ 00:11:27.760 Casie Aviles: when a thumbs-down feedback is submitted, so, for example, we just ask a DA question about
105 00:11:29.240 ⇒ 00:11:35.239 Casie Aviles: You know, something with this, so I’ll start with submitting a feedback.
106 00:11:36.770 ⇒ 00:11:42.829 Casie Aviles: So I’ll just copy this one that I did earlier, just to show you guys the flow.
107 00:11:43.730 ⇒ 00:11:48.280 Casie Aviles: So now, when we submit that thumbs-down feedback, it should come up.
108 00:11:49.020 ⇒ 00:11:52.259 Casie Aviles: In our list of, triage tickets.
109 00:11:52.690 ⇒ 00:11:56.299 Casie Aviles: So it just takes… it’s just going to take a few seconds.
110 00:11:56.570 ⇒ 00:11:59.799 Casie Aviles: I’m gonna just refresh… See if we have that now.
111 00:12:05.730 ⇒ 00:12:06.320 YvetteRuiz: But it’s.
112 00:12:06.320 ⇒ 00:12:11.390 Casie Aviles: Essentially, like, for that, like, an example of, like, DU.
113 00:12:12.180 ⇒ 00:12:17.340 Casie Aviles: comment that we could make would be something like this, right? So this is, like, an example of the…
114 00:12:18.030 ⇒ 00:12:18.930 Casie Aviles: Ticket.
115 00:12:19.300 ⇒ 00:12:23.890 Casie Aviles: And… We could submit something like this.
116 00:12:24.200 ⇒ 00:12:30.440 Casie Aviles: So this is, like, the minimum amount of fields that we need. So these are the required fields, so…
117 00:12:30.620 ⇒ 00:12:32.009 Casie Aviles: We would have the…
118 00:12:32.480 ⇒ 00:12:40.829 Casie Aviles: Target, and then the rationale, why we’re making the change, and then the proposed content, so we could do something like that right now, actually.
119 00:12:48.030 ⇒ 00:12:55.560 Casie Aviles: So, the idea is for the automation to respond to your comments, and…
120 00:12:55.690 ⇒ 00:12:58.550 Casie Aviles: It would also, like, provide you with
121 00:12:59.000 ⇒ 00:13:01.979 Casie Aviles: The change preview that we have over here.
122 00:13:02.220 ⇒ 00:13:06.759 Casie Aviles: So that you’re able to, like, see, like, what the change will be.
123 00:13:07.850 ⇒ 00:13:12.580 JanieceGarcia: And that’s pulling the information from the current document.
124 00:13:12.700 ⇒ 00:13:19.069 JanieceGarcia: And then giving the proposed what we’re looking at changing, what it’s going to end up being in the document, correct?
125 00:13:19.070 ⇒ 00:13:21.900 Casie Aviles: Yes, yes, that’s, that’s…
126 00:13:31.330 ⇒ 00:13:36.430 Casie Aviles: Yeah, so essentially that’s what’s going to happen. Let me just pull up one of the…
127 00:13:38.290 ⇒ 00:13:40.589 Casie Aviles: Tickets that I have over here.
128 00:13:45.910 ⇒ 00:13:48.470 Casie Aviles: Right, and then… yeah, open.
129 00:13:49.940 ⇒ 00:13:54.160 Casie Aviles: So we have these, so this one I did earlier as well.
130 00:13:54.530 ⇒ 00:13:58.390 Casie Aviles: And… We would also, like, produce, like,
131 00:13:59.150 ⇒ 00:14:02.640 Casie Aviles: The, whether it’s a duplicate or it’s a contradiction.
132 00:14:02.820 ⇒ 00:14:04.559 Casie Aviles: So you would also see, like…
133 00:14:05.220 ⇒ 00:14:13.990 Casie Aviles: That would allow us to kind of check, like, if something is wrong, or if something is repeating, or if it’s contradicting, like, an existing
134 00:14:14.400 ⇒ 00:14:16.979 Casie Aviles: Information in the central document, so…
135 00:14:17.400 ⇒ 00:14:21.599 Casie Aviles: How that would hap- what- what would happen is it would get…
136 00:14:22.230 ⇒ 00:14:29.719 Casie Aviles: If there’s no duplicate or contradiction, that would get an approval pending status.
137 00:14:31.010 ⇒ 00:14:37.450 Casie Aviles: So… For example, we would… it would get this approval pending.
138 00:14:37.780 ⇒ 00:14:39.240 Casie Aviles: Okay. And then…
139 00:14:39.680 ⇒ 00:14:48.200 Casie Aviles: What will happen is, this is the section here, over here, that will require you guys to Set.
140 00:14:48.630 ⇒ 00:14:52.340 Casie Aviles: Whether this is, an approved or rejected.
141 00:14:52.890 ⇒ 00:14:54.540 Casie Aviles: change.
142 00:14:55.030 ⇒ 00:15:01.780 Casie Aviles: So, if, for example, if we set it to approve,
143 00:15:02.860 ⇒ 00:15:16.710 Casie Aviles: That’s… that’s going to be… that’s going to mark or label this ticket as, okay, we want this change to happen, and then our, batching… batch cutoff will… will… our automation will pick up on this.
144 00:15:16.900 ⇒ 00:15:22.220 Casie Aviles: So… As long as it’s before 2PM Central.
145 00:15:24.330 ⇒ 00:15:31.810 YvetteRuiz: This approval, I’m sorry, the one that goes through, that’s the one that will come through myself and Janiece, I’m sorry. Yeah. Is that correct? So once you guys…
146 00:15:31.810 ⇒ 00:15:32.310 Casie Aviles: Yes.
147 00:15:32.310 ⇒ 00:15:38.509 YvetteRuiz: Once it’s approved, we say, yes, approved, and then you guys take over and update.
148 00:15:39.190 ⇒ 00:15:42.309 YvetteRuiz: Andy, right? Or the Central Dock. Is that what I’m understanding?
149 00:15:42.640 ⇒ 00:15:44.089 Casie Aviles: Exactly. Yes. Yep. Okay.
150 00:15:44.090 ⇒ 00:15:46.040 YvetteRuiz: Okay. Awesome, okay.
151 00:15:46.040 ⇒ 00:15:52.389 JanieceGarcia: That’s awesome, that’s really cool. And with that, just catching the times, anything before 2…
152 00:15:52.710 ⇒ 00:16:01.800 JanieceGarcia: PM Central Time should be updated by the next… by within 24 hours, so by 2 p.m. the next day, correct?
153 00:16:01.800 ⇒ 00:16:16.510 Pranav Narahari: Exactly, yeah. Why we set a time was just because these… these tickets are gonna be coming in at various times, like, you may be in the middle of, you know, giving some type of, feedback. So really, like.
154 00:16:17.020 ⇒ 00:16:35.000 Pranav Narahari: if you’re in the middle of working on something, and then the batch gets cut off, it’s just gonna go back into the central dock the next day, right? So it’s not a big deal. We’re also gonna give you a memo, which Casey’s about to show you, of exactly what was updated in the central dock, so then you can then disperse that to whoever, maybe the individual…
155 00:16:35.000 ⇒ 00:16:35.700 YvetteRuiz: agents.
156 00:16:35.700 ⇒ 00:16:44.029 Pranav Narahari: Trainers, agents, yeah. Just so… they probably have submitted some… I think right now, it’s hard for them to know if something is in the Central.
157 00:16:44.030 ⇒ 00:16:45.519 YvetteRuiz: Something got ebbed, yeah.
158 00:16:46.030 ⇒ 00:16:46.810 YvetteRuiz: hanging out.
159 00:16:46.810 ⇒ 00:16:47.630 Pranav Narahari: And so…
160 00:16:47.630 ⇒ 00:16:48.230 YvetteRuiz: I don’t…
161 00:16:48.480 ⇒ 00:16:59.879 YvetteRuiz: That’ll build more trust when they’re able to go in there and say, okay, look, yeah, so thank you, you’re… the update’s done, you can give it another test, Arnold.
162 00:16:59.880 ⇒ 00:17:00.680 Pranav Narahari: Yeah. Perfect.
163 00:17:00.680 ⇒ 00:17:01.450 YvetteRuiz: Yeah.
164 00:17:01.810 ⇒ 00:17:04.929 Pranav Narahari: And so I think, yeah, what Casey’s showing here is…
165 00:17:06.040 ⇒ 00:17:24.579 Pranav Narahari: a kind of a V1 of, like, what this format looks like. I think it has all the core things that, based on the conversations we had, it includes all of that stuff, which is the first section just being, okay, what was closed in that day? What got batched, and what was actually applied into the central doc.
166 00:17:24.700 ⇒ 00:17:38.409 Pranav Narahari: And then we have, like, additional filters here based on what exists in linear. Maybe I think what is also going to be useful is just to know how many triage tickets do we have today? How many even got rejected?
167 00:17:38.460 ⇒ 00:17:52.799 Pranav Narahari: because, Janice, I know you want to know, too, is like, even does a thumbs down actually mean that I was incorrect? Because sometimes it doesn’t. Sometimes we send the info back, right? And so these are certain things that we just want to increase accuracy on all ends, like.
168 00:17:52.990 ⇒ 00:17:59.100 Pranav Narahari: this is gonna be more accurate for us to assess Andy’s, Andy’s accuracy as well.
169 00:17:59.450 ⇒ 00:18:03.749 Pranav Narahari: And so, this second part, yeah, ticket breakdown.
170 00:18:03.750 ⇒ 00:18:20.490 Pranav Narahari: what type of tickets are we seeing? So we’re talking specifically about central dock-related tickets, right? But this batching is going to be useful for all different types of tickets, and this memo that we send out is going to include everything. Zip code related as well as central dock.
171 00:18:20.520 ⇒ 00:18:23.160 Pranav Narahari: You’ll be able to know, okay.
172 00:18:23.540 ⇒ 00:18:31.199 Pranav Narahari: by day over day, by seeing these numbers, you’re gonna see, okay, where are there more gaps? If you’re noticing a lot of zeros and zip codes, as we
173 00:18:31.520 ⇒ 00:18:47.660 Pranav Narahari: we’ll hopefully start seeing, more consistently in the next couple weeks. That’ll give us a little bit more, like, clear quantitative information about where the zip codes are at. And then similarly for central docs, we’ll see that number continuing to decline as well.
174 00:18:49.150 ⇒ 00:19:01.479 Pranav Narahari: And then that last section, I think, is super helpful, too, for you guys to then forward to the individual trainers, to send over to Mechanical and Dispatch about, okay, now these updates are in the Mechanical Central doc.
175 00:19:01.560 ⇒ 00:19:12.379 Pranav Narahari: And then they can disperse it amongst the CSRs as well. So, yeah, Yvette, though it’s basically what you said, it’s so we can kind of have more trust in the system.
176 00:19:13.930 ⇒ 00:19:19.490 YvetteRuiz: Yeah, for sure. On the… and this may not be here, so…
177 00:19:20.440 ⇒ 00:19:26.609 YvetteRuiz: the… the KPI data, Pranav, on the thumbs up and thumbs down.
178 00:19:26.930 ⇒ 00:19:30.899 YvetteRuiz: we’re gonna still work on getting that insight, right? Like, what was that…
179 00:19:31.010 ⇒ 00:19:39.340 YvetteRuiz: the count, just to kind of show, because I’m not always in it this way, but we’re working to just really get a higher level view for me, right?
180 00:19:39.570 ⇒ 00:19:40.120 Pranav Narahari: Yep.
181 00:19:40.250 ⇒ 00:19:47.660 YvetteRuiz: Okay, well, for all… I mean, you know, I just… I want to be able to make sure that I… because I know we’ve talked about, okay, how many of those are coming down that are
182 00:19:47.860 ⇒ 00:20:01.299 YvetteRuiz: You know what I mean? Thumbs down, and what specifically is that, and where is the thumbs… is it the central docs? And I know that Janiece was talking about that, I forgot when we were talking about it.
183 00:20:01.670 ⇒ 00:20:08.470 YvetteRuiz: That we were… the dispatch, particularly, was asking questions, and everybody was getting different answers.
184 00:20:08.610 ⇒ 00:20:10.309 Pranav Narahari: Yep. Okay. Yep.
185 00:20:12.540 ⇒ 00:20:18.010 YvetteRuiz: I’m sorry, my brain is all over the map right now. I can’t even think straight right now. I’ve been in too many meetings.
186 00:20:18.270 ⇒ 00:20:19.190 Pranav Narahari: No, I…
187 00:20:19.190 ⇒ 00:20:20.480 YvetteRuiz: Sorry.
188 00:20:20.480 ⇒ 00:20:27.600 Pranav Narahari: But yeah, definitely for… I think what you’re talking about, Yvette, which is…
189 00:20:27.730 ⇒ 00:20:36.109 Pranav Narahari: with the thumbs up and thumbs down, I’d like to include that in this memo as well. Okay. What’s gonna be more accurate, I think, on…
190 00:20:36.200 ⇒ 00:20:50.539 Pranav Narahari: is what I’m seeing, is not just thumbs down and thumbs up, is… thumbs up will be one thing, but then it’ll also be number of tickets that got thumbs down, and then didn’t get rejected by Janiece or a trainer to say.
191 00:20:50.840 ⇒ 00:21:10.670 Pranav Narahari: okay, these… these actually were… if they’re actually correct information, like, correct answers, or maybe the reason it’s incorrect is not because of Andy, I think we noticed, too, like, on our call on Thursday, like, people are giving, like, one-word quest… like, they’re not giving enough context where even a human can’t answer it, right? And so…
192 00:21:11.310 ⇒ 00:21:15.649 Pranav Narahari: It’s just not gonna… we want to make this thumbs-down thing as accurate as possible of them.
193 00:21:15.650 ⇒ 00:21:29.929 YvetteRuiz: Yeah, no, for sure, but that also adds another layer, and I know that I talked to Denise about this, but that’s where data is going to be important to me, because if we’re… how many of those one-word questions are we having? Because then we’ve got to go back and train.
194 00:21:29.980 ⇒ 00:21:44.569 YvetteRuiz: Do our agents know how to use Andy and ask it questions correctly? And I think that’s going to be telling, because if I have 50 thumbs down with one word, I can pin it back to the agent or the department that’s doing that, and who needs the training.
195 00:21:45.350 ⇒ 00:21:57.740 JanieceGarcia: And we, since my one-on-one with you, Yvette, that was something that I talked to Pranav about, as well as we even noticed, looking at that, and looking at the real,
196 00:21:58.160 ⇒ 00:22:12.229 JanieceGarcia: with the way that I view it, because I’m looking at, okay, what was actually sent? What is the number of thumbs down, thumbs up within the week? But then we also noticed, okay, Mechanical, for example, had 150-something
197 00:22:12.880 ⇒ 00:22:22.709 JanieceGarcia: Interactions or questions that came through, but there was, like, 101 with no feedback at all, but the thumbs down was only, like, 10.
198 00:22:23.090 ⇒ 00:22:24.380 JanieceGarcia: So, it’s…
199 00:22:24.510 ⇒ 00:22:43.060 JanieceGarcia: where’s all of this going? What are they doing? So, really looking into that and diving in. So, that is something that, I have talked to… everyone that I’ve had a meeting since after our 101 is doing breakout sessions with them, to make sure everybody does actually know how to use Andy, how to ask Andy.
200 00:22:43.060 ⇒ 00:22:51.010 YvetteRuiz: Yeah, and I think that that’s gonna… I mean, even taking that a step further, because again, you gotta… you gotta remember, when we hire someone.
201 00:22:51.010 ⇒ 00:23:12.980 YvetteRuiz: That has to be in our training automatically. I mean, this is what Andy’s providing us today, so if we’re expecting to do that, where is that SOP? Where are we putting that? So then that way we know, okay, when you use Andy, this is how you use Andy, this is how you go look for Andy, these are the… how you ask questions and stuff, so we’ve got to be able to make sure that we have, one, we’re addressing it here, but we have
202 00:23:13.130 ⇒ 00:23:14.159 YvetteRuiz: We have a training for it.
203 00:23:14.160 ⇒ 00:23:14.880 JanieceGarcia: We have documents.
204 00:23:14.880 ⇒ 00:23:16.859 YvetteRuiz: Yeah, yep, yep.
205 00:23:17.400 ⇒ 00:23:22.139 Pranav Narahari: I think that’s a good point, like, we’re talking about a lot here, but is that getting…
206 00:23:22.390 ⇒ 00:23:36.140 Pranav Narahari: sent over to all the other CSRs, and we’re, like, Janiece, just like in our call that we had, I forget if it was yesterday or two days ago, we saw all the inputs, right, for mechanical, and we saw that there was quite a few that were…
207 00:23:36.170 ⇒ 00:23:42.569 Pranav Narahari: lacking context, right? And so, it… what we should probably do there is…
208 00:23:42.670 ⇒ 00:23:47.660 Pranav Narahari: use that context to then have, like, a tailored SOP, you know, because we’re noticing this…
209 00:23:47.710 ⇒ 00:24:03.250 Pranav Narahari: lack of following instruction, or… I mean, I can’t even say that, because there’s not really been that much instruction that hasn’t been word of mouth, right? Right. So, let me just use, like, kind of the current behavior, and then I can easily draft up an SOP for each department,
210 00:24:03.430 ⇒ 00:24:08.670 Pranav Narahari: Based on just, like, what I’m seeing with the current usage, where the behavior needs to be changed a little bit.
211 00:24:09.890 ⇒ 00:24:13.389 YvetteRuiz: Perfect, perfect. I think the more that we can establish
212 00:24:13.600 ⇒ 00:24:26.189 YvetteRuiz: what is Andy? Why do we use them? What, you know, all those what’s, whys, the importance, and the how-tos is gonna be everything, because then there is no question, well, I didn’t know. You know, look, I’m asking…
213 00:24:26.190 ⇒ 00:24:43.570 YvetteRuiz: The way we operate today is through Andy. Andy is your AI assistant. It’s going to provide you the answers that you need to make the better customer experience to help you, and this is the way you utilize it. This is how thumbs up works. This is how thumbs down works. This is how you ask the questions. This is how your KPIs are going to come back to you.
214 00:24:43.740 ⇒ 00:24:44.739 Pranav Narahari: Yep, yep, yep.
215 00:24:45.590 ⇒ 00:24:46.100 YvetteRuiz: Oops.
216 00:24:47.220 ⇒ 00:24:47.950 YvetteRuiz: Yeah.
217 00:24:47.950 ⇒ 00:24:50.019 Pranav Narahari: That sounds great.
218 00:24:50.310 ⇒ 00:24:58.879 Pranav Narahari: I think in terms of the demo, that’s about it. Like, the end state is going to be this memo in a Slack message.
219 00:24:58.880 ⇒ 00:24:59.989 YvetteRuiz: this a lot.
220 00:25:00.200 ⇒ 00:25:02.450 Pranav Narahari: Perfect, perfect, and
221 00:25:02.590 ⇒ 00:25:08.510 Pranav Narahari: The one thing that, me and Casey and the team are working on is just, like, on that last section.
222 00:25:08.650 ⇒ 00:25:16.579 Pranav Narahari: We’re just gonna split it up by department, so you guys can just, like, easily copy, paste, send in an email, to whoever.
223 00:25:16.850 ⇒ 00:25:22.150 Pranav Narahari: And then you can send it to the individual trainers as well, so… Yeah, I think,
224 00:25:23.160 ⇒ 00:25:34.050 Pranav Narahari: Casey, do you actually want to take that message and just forward it into the external chat? Maybe just tag Janice and Yvette? That way, you know, you guys can take, like, a closer look at it.
225 00:25:34.150 ⇒ 00:25:50.739 Pranav Narahari: maybe in that thread, you guys can just respond with, like, any updates to the format. Oh, okay. Updates on our end are super simple, with most, like, if we’re capturing the information, for us to just format it into a Slack message is super simple, so feel free to give any updates there.
226 00:25:52.700 ⇒ 00:25:53.410 YvetteRuiz: Can you do that?
227 00:25:54.100 ⇒ 00:25:54.710 Pranav Narahari: Also.
228 00:25:55.010 ⇒ 00:26:00.850 YvetteRuiz: Alright, I’m looking forward to seeing you next week, Pranav, in person.
229 00:26:00.850 ⇒ 00:26:01.210 JanieceGarcia: You bet.
230 00:26:01.210 ⇒ 00:26:01.770 Pranav Narahari: on Tuesday.
231 00:26:02.740 ⇒ 00:26:08.739 JanieceGarcia: I did want to bring that up, because Tuesdays normally are… that’s our meeting here in San.
232 00:26:08.740 ⇒ 00:26:09.799 YvetteRuiz: Yeah, it’s already, everybody
233 00:26:10.220 ⇒ 00:26:14.850 YvetteRuiz: Well, not everybody, but I already told everyone that we’re not… I’m gonna be in Austin on Tuesday.
234 00:26:14.990 ⇒ 00:26:15.510 JanieceGarcia: Okay.
235 00:26:15.510 ⇒ 00:26:21.450 YvetteRuiz: And everyone’s like, yes, they don’t have to travel. I’m just like, yes, I’ll be there. I’ll be doing the traveling.
236 00:26:21.450 ⇒ 00:26:23.959 JanieceGarcia: Yep, yup, yup. Yay. Okay, cool.
237 00:26:24.560 ⇒ 00:26:30.110 Pranav Narahari: And then… so, yeah, since I will be traveling, I actually start my travel tomorrow, and then I’ll be
238 00:26:30.340 ⇒ 00:26:36.750 Pranav Narahari: coming back, on Tuesday, I think first day that we have this…
239 00:26:37.110 ⇒ 00:26:50.630 Pranav Narahari: running is… let’s do probably Tuesday, just because Monday I’ll be completely out, like, I won’t be able to respond on certain things, at least not, like, within a couple hours.
240 00:26:50.840 ⇒ 00:27:02.109 Pranav Narahari: And so, yeah, the central.copilot, let’s, like, let’s aim for having it run on… on Tuesday. Monday, we’ll still have it running, but we’ll just be, like, closely monitoring, maybe not have, like, the full automation set up to, like.
241 00:27:02.140 ⇒ 00:27:11.049 Pranav Narahari: just post into the external channel, just because I don’t want there just to be any noise in there, right? And so…
242 00:27:11.130 ⇒ 00:27:24.210 Pranav Narahari: Right now, actually, the automations are live for certain aspects of things. Like, that automation, if you send that… that prompt that Casey showed, it will… the automation will trigger.
243 00:27:24.520 ⇒ 00:27:27.710 Pranav Narahari: So, yeah, certain things are live,
244 00:27:28.470 ⇒ 00:27:35.740 Pranav Narahari: We… yeah, those things can get going starting on Monday as well, but in terms of just, like, the end-to-end workflow working, let’s… let’s aim for Tuesday.
245 00:27:36.550 ⇒ 00:27:37.150 JanieceGarcia: Okay.
246 00:27:39.120 ⇒ 00:27:44.850 YvetteRuiz: Okay, sorry, little bullseye’s still… I mean, this is totally off-topic, I was just curious if that little bullseye’s still working.
247 00:27:45.470 ⇒ 00:27:48.089 YvetteRuiz: On Andy, with the O, by the ways.
248 00:27:48.940 ⇒ 00:27:49.960 JanieceGarcia: Yes, ma’am.
249 00:27:50.830 ⇒ 00:27:51.390 Pranav Narahari: Cool.
250 00:27:51.640 ⇒ 00:27:52.930 YvetteRuiz: Are those up to date?
251 00:27:53.180 ⇒ 00:27:54.580 YvetteRuiz: Where are they pulling from?
252 00:27:54.980 ⇒ 00:28:04.560 JanieceGarcia: They pull from our sheet that we have to update monthly. Now, with the… oh, by the way, the power offers, though.
253 00:28:04.920 ⇒ 00:28:11.520 JanieceGarcia: That’s something… it doesn’t pull based on the actual power offers. Like, we…
254 00:28:13.210 ⇒ 00:28:19.390 JanieceGarcia: the bullseye is not going to show these are what the power offers are. What it does is it pulls based off of their conversation.
255 00:28:19.850 ⇒ 00:28:21.970 JanieceGarcia: And matches it towards what that…
256 00:28:21.970 ⇒ 00:28:24.820 YvetteRuiz: the conversations that the agent’s having with Andy?
257 00:28:25.960 ⇒ 00:28:31.920 YvetteRuiz: Oh, okay, alright, well that’s interesting. Okay, well, let me see, because let me see what kind of conversations I’ve been having with Andy.
258 00:28:32.230 ⇒ 00:28:34.579 YvetteRuiz: And what did it update for me?
259 00:28:36.060 ⇒ 00:28:39.380 YvetteRuiz: Do we have 10% off our new tree care program?
260 00:28:40.610 ⇒ 00:28:45.239 YvetteRuiz: I’m sorry, I’m trolley scrolling on that, I was just kind of curious. I hadn’t pushed that button in a minute.
261 00:28:45.960 ⇒ 00:28:48.710 JanieceGarcia: Let me pull up, because this is where it goes off.
262 00:28:48.710 ⇒ 00:28:57.010 YvetteRuiz: It’s okay, I mean, I will want to probably do some tweaking in the future, because Pranav, just so you know, I mean, are you familiar with our Oh By the Way program?
263 00:28:57.280 ⇒ 00:28:58.520 Pranav Narahari: Yeah, I’ve heard of it, yup.
264 00:28:58.520 ⇒ 00:29:00.259 YvetteRuiz: Okay,
265 00:29:00.480 ⇒ 00:29:19.439 YvetteRuiz: it is what we… what… one, I mean, that’s… you know, we make a big, big push for it, right? Because, I mean, you can talk about advertising, we want our customers to use all our different services, right? And I think the biggest challenge is, like, okay, how do we make sure that the agents are ask… offering that on their phone calls? But then also.
266 00:29:19.440 ⇒ 00:29:31.350 YvetteRuiz: how do… what’s the best offers to make, right? So if you’re calling regarding… you just called me about rodents, right? I may want to partner that up with tree service, because we know that the trees are what brings in the rats, if they’re…
267 00:29:31.350 ⇒ 00:29:31.700 Pranav Narahari: Right.
268 00:29:31.700 ⇒ 00:29:41.399 YvetteRuiz: and your thing, so kind of connecting the conversation. So I guess that’s kind of what it’s been doing, Janiece, is that what I’m understanding, based off the questions? Yeah. Okay.
269 00:29:41.400 ⇒ 00:29:50.910 JanieceGarcia: And this is… this is what I update regularly… well, whenever they come out. And I update… so your high ones is normally going to be.
270 00:29:50.910 ⇒ 00:29:51.910 YvetteRuiz: Okay.
271 00:29:51.910 ⇒ 00:29:57.590 JanieceGarcia: hours, and then you have your medium, and then nothing that’s gonna be inactive, like holiday lights. We’re not gonna do that right now.
272 00:29:57.590 ⇒ 00:29:58.110 YvetteRuiz: Right.
273 00:29:58.290 ⇒ 00:29:58.640 JanieceGarcia: Yep.
274 00:29:58.640 ⇒ 00:29:59.670 YvetteRuiz: Okay, perfect.
275 00:29:59.890 ⇒ 00:30:02.529 YvetteRuiz: Unless we’re doing permanent lighting all year long.
276 00:30:02.680 ⇒ 00:30:04.020 JanieceGarcia: Yeah, true, true.
277 00:30:04.020 ⇒ 00:30:05.330 YvetteRuiz: Okay.
278 00:30:05.460 ⇒ 00:30:06.680 JanieceGarcia: This is true!
279 00:30:07.130 ⇒ 00:30:19.649 JanieceGarcia: But I have thought about that, because we do have… and it hasn’t come through a lot, but I… it’s something that’s been in the back of my mind these last couple weeks, probably month, because it’s coming up as…
280 00:30:20.160 ⇒ 00:30:23.540 JanieceGarcia: I’m seeing questions like, what are the power offers?
281 00:30:24.360 ⇒ 00:30:26.459 YvetteRuiz: Oh, there’s questions like that on… okay.
282 00:30:26.460 ⇒ 00:30:27.050 JanieceGarcia: they’re asked.
283 00:30:27.050 ⇒ 00:30:27.790 YvetteRuiz: And where is…
284 00:30:27.790 ⇒ 00:30:28.130 JanieceGarcia: what.
285 00:30:28.130 ⇒ 00:30:33.010 YvetteRuiz: Or is that pulling? Is it still being up… is it still following the sheet that is put.
286 00:30:33.010 ⇒ 00:30:42.030 JanieceGarcia: It follows this, so because we don’t have an actual, this is the power offers in the Universal Central Doc, it says…
287 00:30:42.140 ⇒ 00:30:44.190 JanieceGarcia: Nothing. It will tell you the item.
288 00:30:44.190 ⇒ 00:30:59.169 YvetteRuiz: Well, I mean, we don’t have to do that right now. You and I can talk about it, then we can kind of… if we need to tap in Pranav, he can kind of help us through that, but let’s talk about that, because, you know, the more emphasis… I mean, we’re doing already a phenomenal job, but we want to… I don’t want to lose focus of…
289 00:30:59.170 ⇒ 00:30:59.630 JanieceGarcia: Right.
290 00:30:59.630 ⇒ 00:31:00.530 YvetteRuiz: that.
291 00:31:00.930 ⇒ 00:31:05.090 Pranav Narahari: And I will say, too, though, if you have that document ready, it’s really easy for us to…
292 00:31:05.190 ⇒ 00:31:08.689 Pranav Narahari: just throw into the Universal doc and get it into Andy.
293 00:31:09.810 ⇒ 00:31:13.650 JanieceGarcia: We do, and that’s why I’ve thought about it, but I haven’t brought it up to Yvette.
294 00:31:13.650 ⇒ 00:31:24.540 YvetteRuiz: That’s what I thought it was, like… I thought that one was kept in the Univers… I don’t even… do we have a universal file? Okay, well, they thought it was there, but maybe it’s… maybe not. Okay, well, let’s talk about that.
295 00:31:24.790 ⇒ 00:31:26.550 Pranav Narahari: Yeah, we can talk about that next week.
296 00:31:26.550 ⇒ 00:31:27.170 YvetteRuiz: Okay.
297 00:31:27.630 ⇒ 00:31:28.060 Pranav Narahari: Yeah.
298 00:31:28.060 ⇒ 00:31:28.590 YvetteRuiz: Pretty.
299 00:31:28.590 ⇒ 00:31:31.829 Pranav Narahari: Okay, cool. So, yeah, I mean…
300 00:31:32.290 ⇒ 00:31:42.070 Pranav Narahari: this is project one of the two that we kind of scoped out a couple weeks ago, right? So, in terms of, transcripts, which is the second one, which is a little bit more of a…
301 00:31:42.080 ⇒ 00:31:56.160 Pranav Narahari: longer effort, right? Like, I think maybe we said it’ll take a couple more weeks. Talked a little bit with Tim this week to understand, what is kind of the requirements with, the PCI data. Like.
302 00:31:56.160 ⇒ 00:32:12.670 Pranav Narahari: And that’s already kind of questions that we’ve, we’ve discussed, and I feel really confident about what the process is there. Yvette, I think you and I talked a little bit before, and you’re like, yeah, I think Tim is kind of managing a little bit of, like, that redaction mechanism.
303 00:32:12.670 ⇒ 00:32:18.989 Pranav Narahari: And so, yeah, I have clear, kind of clear, understanding of that now. So, starting next…
304 00:32:18.990 ⇒ 00:32:19.560 YvetteRuiz: Perfect.
305 00:32:19.560 ⇒ 00:32:23.389 Pranav Narahari: Well, we’ll be… we’ll be, we’ll be running with the transcripts project.
306 00:32:23.810 ⇒ 00:32:25.080 YvetteRuiz: Okay, sounds good.
307 00:32:25.370 ⇒ 00:32:25.760 Pranav Narahari: Yeah.
308 00:32:27.210 ⇒ 00:32:29.430 YvetteRuiz: Alright, anything else, guys?
309 00:32:30.440 ⇒ 00:32:32.840 Pranav Narahari: So I’ll be off Monday,
310 00:32:33.850 ⇒ 00:32:36.690 Pranav Narahari: Yeah, but I mean, feel free to ping me,
311 00:32:36.920 ⇒ 00:32:54.360 Pranav Narahari: if I’m not in the middle of anything, you know, I’ll definitely, swing, you know, shoot over a message. I know we have our KPI meetings on Monday, too, so I was… we could… if… I know… I don’t know if you guys have much to, like, prep for that, usually, so… yeah, apology, I didn’t, like, update you guys on that before, but we could…
312 00:32:54.360 ⇒ 00:32:56.450 YvetteRuiz: Yeah, we could do it Tuesday.
313 00:32:57.020 ⇒ 00:32:58.269 Pranav Narahari: Okay, or we can do Tuesday.
314 00:32:59.270 ⇒ 00:32:59.740 Pranav Narahari: Yeah, yeah.
315 00:32:59.740 ⇒ 00:33:09.190 YvetteRuiz: Yeah, don’t worry about it. I mean, if you’re traveling, that’s cool. We’ll gain some time back on Monday on the sim, but then we can just tackle it on Tuesday when we see you.
316 00:33:09.460 ⇒ 00:33:11.559 Pranav Narahari: Okay, that sounds good, that sounds good.
317 00:33:12.950 ⇒ 00:33:13.450 YvetteRuiz: Yep.
318 00:33:14.060 ⇒ 00:33:14.980 Pranav Narahari: Alright, guys.
319 00:33:15.140 ⇒ 00:33:17.370 Pranav Narahari: That’s about it for me. Alright. Yeah.
320 00:33:17.500 ⇒ 00:33:32.540 YvetteRuiz: Okay. Well, thank you guys so much. Thanks, Casey, for, you know, that… the walkthrough on that, and then just kind of putting… working through that project, so I appreciate that. And then Pranav, we’ll see you next week. Safe travels to you. I hope you guys have a good weekend.
321 00:33:32.550 ⇒ 00:33:35.860 Pranav Narahari: I appreciate it, thank you so much. Yeah, I’ll see you guys on Tuesday.
322 00:33:35.880 ⇒ 00:33:36.580 JanieceGarcia: Okay. Okay.
323 00:33:36.580 ⇒ 00:33:37.870 YvetteRuiz: Alright, bye! Bye.