Meeting Title: AI Service Daily Recap - Blockers + Realign Date: 2026-05-08 Meeting participants: Casie Aviles, Mustafa Raja, Samuel Roberts, Pranav
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1 00:00:13.750 ⇒ 00:00:14.840 Samuel Roberts: Hey, guys.
2 00:00:15.480 ⇒ 00:00:16.600 Mustafa Raja: Hey, how are you?
3 00:00:17.520 ⇒ 00:00:18.909 Samuel Roberts: Doing alright, how about yourself?
4 00:00:19.310 ⇒ 00:00:20.560 Mustafa Raja: Yeah, good.
5 00:00:21.870 ⇒ 00:00:22.480 Samuel Roberts: Mom.
6 00:00:24.100 ⇒ 00:00:25.280 Samuel Roberts: By you, Casey?
7 00:00:26.770 ⇒ 00:00:28.300 Casie Aviles: Hey, yeah, doing good.
8 00:00:30.830 ⇒ 00:00:31.590 Samuel Roberts: Well, cool.
9 00:00:33.450 ⇒ 00:00:35.170 Samuel Roberts: Let’s make an improvement.
10 00:01:10.130 ⇒ 00:01:10.889 Samuel Roberts: Alright, well…
11 00:01:12.710 ⇒ 00:01:13.420 Pranav: Hey, guys.
12 00:01:14.060 ⇒ 00:01:14.790 Mustafa Raja: Cool.
13 00:01:14.790 ⇒ 00:01:16.240 Samuel Roberts: I was just about to ping you, man.
14 00:01:16.800 ⇒ 00:01:17.749 Samuel Roberts: How’s it going?
15 00:01:18.670 ⇒ 00:01:19.080 Mustafa Raja: Good.
16 00:01:19.080 ⇒ 00:01:19.580 Pranav: Yes.
17 00:01:21.090 ⇒ 00:01:21.930 Samuel Roberts: You are in?
18 00:01:22.420 ⇒ 00:01:23.970 Samuel Roberts: You still in Chicago?
19 00:01:24.870 ⇒ 00:01:27.500 Pranav: I am. Yeah, yeah, I’m here until the end of the month.
20 00:01:28.580 ⇒ 00:01:29.740 Samuel Roberts: Okay, cool, cool.
21 00:01:30.160 ⇒ 00:01:30.860 Pranav: Yeah.
22 00:01:31.770 ⇒ 00:01:35.930 Pranav: Yeah, we got some pretty good feedback from Danny, he was very.
23 00:01:35.930 ⇒ 00:01:37.040 Samuel Roberts: Yeah, that was good.
24 00:01:37.240 ⇒ 00:01:37.730 Pranav: Cool.
25 00:01:38.310 ⇒ 00:01:39.180 Pranav: Good work, y’all.
26 00:01:39.350 ⇒ 00:01:44.320 Pranav: So, like, yeah, few things there. We can probably cover that.
27 00:01:44.450 ⇒ 00:01:52.839 Pranav: In a sec, I just want to make sure, since I have our meeting with ABC right after this, Casey, where are we looking in terms of,
28 00:01:53.100 ⇒ 00:01:55.160 Pranav: that, Excel sheet.
29 00:01:55.390 ⇒ 00:01:56.649 Pranav: That Google Sheet, I mean.
30 00:01:57.940 ⇒ 00:02:05.609 Casie Aviles: It’s there, I mean, we can share that. I’m just doing some cleanup with, you know, with how we’re doing…
31 00:02:06.130 ⇒ 00:02:11.049 Casie Aviles: departments… We could share them that… those, links, but…
32 00:02:11.170 ⇒ 00:02:14.620 Casie Aviles: Yeah, that’s pretty much what I’ve been doing.
33 00:02:15.830 ⇒ 00:02:17.340 Pranav: Perfect. Okay, cool.
34 00:02:22.960 ⇒ 00:02:27.240 Casie Aviles: Do you have the link to the drive, or do you want me to share it in the channel?
35 00:02:28.940 ⇒ 00:02:33.719 Pranav: Yeah, if you could… I’m responding to Janiece right now, she just messaged in the external channel.
36 00:02:34.160 ⇒ 00:02:37.429 Pranav: If you could pull that link for me real quick, that’d be great.
37 00:02:40.180 ⇒ 00:02:41.850 Samuel Roberts: Okay.
38 00:02:46.290 ⇒ 00:02:52.749 Casie Aviles: Yeah, because I noticed that Or a commercial, the… It’s a little…
39 00:02:52.940 ⇒ 00:02:58.090 Casie Aviles: Iffy, like, what the… what the… What’s been included there?
40 00:02:58.890 ⇒ 00:03:07.799 Casie Aviles: So that’s why I thought there and there may be some fixing needed for how we do the department, so it’s a… when I take… when I investigated, it…
41 00:03:08.540 ⇒ 00:03:14.649 Casie Aviles: It’s a little all over the place, so I wanted to… Consolidate that.
42 00:03:15.320 ⇒ 00:03:15.870 Casie Aviles: Oh, God.
43 00:03:15.870 ⇒ 00:03:16.519 Pranav: Oh, okay.
44 00:03:26.370 ⇒ 00:03:27.080 Samuel Roberts: Nope.
45 00:03:31.380 ⇒ 00:03:34.680 Casie Aviles: Yeah, it’s in that OneDrive folder that I just sent.
46 00:03:35.960 ⇒ 00:03:37.350 Pranav: Okay, perfect.
47 00:03:39.420 ⇒ 00:03:40.910 Pranav: Cool.
48 00:03:41.980 ⇒ 00:03:42.590 Casie Aviles: Yeah.
49 00:03:42.590 ⇒ 00:03:51.769 Pranav: Okay, I will ask them, is there… so I see one that says week of 5-7, the one that says week of 5-8. Should I delete the 5-7 one?
50 00:03:52.530 ⇒ 00:03:57.010 Casie Aviles: Right now, We can’t delete that, so I’ll just hide it. We can hide it.
51 00:03:57.860 ⇒ 00:03:59.180 Pranav: Okay, I’ll.
52 00:03:59.180 ⇒ 00:04:00.420 Casie Aviles: Oh, yeah.
53 00:04:01.130 ⇒ 00:04:02.390 Pranav: Okay, perfect.
54 00:04:04.010 ⇒ 00:04:10.680 Pranav: Cool. So then I will ask, Janiece to just send this to the relevant trainers to, like, take a look at and give the feedback on.
55 00:04:11.690 ⇒ 00:04:12.310 Casie Aviles: Okay.
56 00:04:13.300 ⇒ 00:04:14.210 Pranav: Perfect.
57 00:04:17.149 ⇒ 00:04:18.429 Pranav: Okay, cool.
58 00:04:20.089 ⇒ 00:04:30.819 Pranav: Yeah, that’s… that’s all I’m gonna… I’m gonna show them this, I’m gonna show them Sam, that, HTML, basically report of the transcripts.
59 00:04:31.140 ⇒ 00:04:35.830 Pranav: And… Also, just gonna show them…
60 00:04:36.390 ⇒ 00:04:42.730 Pranav: kind of, like, some ideas that I have for future work. Might as well just bring it up with y’all, too, if you guys are interested.
61 00:04:44.170 ⇒ 00:04:44.750 Samuel Roberts: Yeah.
62 00:04:45.390 ⇒ 00:04:45.900 Pranav: Cool.
63 00:04:47.010 ⇒ 00:04:50.909 Pranav: Let me show y’all…
64 00:04:59.970 ⇒ 00:05:05.669 Pranav: Yeah, so a few kind of different things that, Yvette specifically has brought up with me.
65 00:05:05.830 ⇒ 00:05:07.130 Pranav: Is,
66 00:05:08.190 ⇒ 00:05:23.850 Pranav: she kind of doesn’t have the full context of how each CSR is doing, especially in times of, you know, high hold time, or, you know, high cancellations, things of that nature. Everything is kind of siloed.
67 00:05:24.040 ⇒ 00:05:38.630 Pranav: there’s certain things that exist in Evolve, there’s certain things that exist in 8x8, and then ANDI usage is now a really important context for knowing how our CSR is performing. And so just having, like, a separate dashboard,
68 00:05:39.030 ⇒ 00:05:46.379 Pranav: You can think of it as, like, a standalone application, chat interface, you can think of it like similar UI as, Cam Center, where…
69 00:05:46.590 ⇒ 00:05:50.229 Pranav: Yvette, Janiece, can just, like, ask specific questions, and it’ll get…
70 00:05:50.840 ⇒ 00:05:56.980 Pranav: all the contacts from all these different sources. I think getting the semantic…
71 00:05:57.260 ⇒ 00:06:08.610 Pranav: search capability across the transcripts is gonna be super, super useful. You’ll be able to, like, ask specific questions about, like, who within this department has lost…
72 00:06:08.820 ⇒ 00:06:15.290 Pranav: Lost clients based on cancellations and didn’t ask about… Are they moving or not?
73 00:06:15.650 ⇒ 00:06:16.480 Pranav: So…
74 00:06:16.920 ⇒ 00:06:24.500 Pranav: things of that nature, like, it’ll be able to answer those questions really precisely, which I think will be super useful.
75 00:06:25.610 ⇒ 00:06:26.370 Samuel Roberts: Yeah.
76 00:06:26.370 ⇒ 00:06:39.799 Pranav: So, that’s one… that’s one. There’s a lot to build off of from there. I’ll skip to, like, this bottom part, which is, like, the scorecard. I think there’s a lot of similarities here with how we just worked on the project.
77 00:06:39.930 ⇒ 00:06:43.540 Pranav: The first step was, okay, integration of all the data sources.
78 00:06:43.650 ⇒ 00:06:44.760 Pranav: Which is…
79 00:06:44.920 ⇒ 00:06:56.529 Pranav: the first thing that I just presented, and then this one right here, you can think of it as, like, the theme analysis. So… it’s basically, like, a really structured prompt that, like, pulls or…
80 00:06:56.660 ⇒ 00:07:02.750 Pranav: Triggers the specific tools to get the exact output that you’re looking for for some time interval.
81 00:07:02.880 ⇒ 00:07:09.470 Pranav: And so for this, it’s a little bit different, where it’s a scorecard, so it’ll be like a running total, not just for, like, a…
82 00:07:09.600 ⇒ 00:07:12.169 Pranav: a specific… Time block?
83 00:07:12.800 ⇒ 00:07:18.179 Pranav: But very similar, I think, in terms of implementation.
84 00:07:18.830 ⇒ 00:07:24.530 Pranav: So yeah, there’s a few things that she wants, that she’s mentioned that is super…
85 00:07:24.670 ⇒ 00:07:30.109 Pranav: good for us to know, in terms of how CSRs are performing. So…
86 00:07:30.410 ⇒ 00:07:35.500 Pranav: Yeah, that’s another thing, that I think they’ll be excited about.
87 00:07:35.910 ⇒ 00:07:48.549 Pranav: Andy feedback, so this is kind of us putting tickets into triage. Currently, that’s only through Andy up-down feedback. However…
88 00:07:48.820 ⇒ 00:07:49.290 Samuel Roberts: Understood.
89 00:07:49.290 ⇒ 00:08:01.580 Pranav: meetings with trainers every single day, and they’re giving me feedback there. Also, Yvette, Janiece are pinging either me or Casey every once in a while to add whole documents, as well, into the…
90 00:08:01.910 ⇒ 00:08:15.269 Pranav: as, like, a data source for Andy, we have no process for that right now. Also, within our current processes, which is the current feedback system that we have, there are certain things that can be further automated there as well. So…
91 00:08:15.410 ⇒ 00:08:22.550 Pranav: Right now, everything gets assigned to Janiece, and then Janice delegates it to individual trainers to give the proposed
92 00:08:22.700 ⇒ 00:08:25.030 Pranav: Content and the rationale for it.
93 00:08:25.330 ⇒ 00:08:26.310 Pranav: I think…
94 00:08:26.410 ⇒ 00:08:35.670 Pranav: the part where Janice is assigning it to people can be fully automated. It’s really just… it’s probably the simplest automation of all time. It’s really just…
95 00:08:36.330 ⇒ 00:08:41.629 Pranav: Is this content in this department? If so, then send it to that trainer.
96 00:08:42.850 ⇒ 00:08:48.559 Pranav: But basically, like, things don’t get just kind of like… Janice doesn’t then need to read every single ticket and then assign it to us.
97 00:08:49.850 ⇒ 00:09:04.880 Pranav: Yeah. And then there’s certain other things here, too, like, anti-feedback, in general, like, is just gonna be a refinement of the triage process overall. Like, right now, there are certain gaps that either will be within the scope of this, or we’ll just do, you know.
98 00:09:04.940 ⇒ 00:09:13.029 Pranav: elsewhere. Specifically, I just had a conversation today with Janiece, they’ll probably talk about it a little bit more in our call later, where
99 00:09:13.240 ⇒ 00:09:23.330 Pranav: right now, we’re not updating statuses accordingly in, like, a… in a really good way. It’s just kind of done manually, which I don’t want it to be done manually.
100 00:09:23.450 ⇒ 00:09:37.180 Pranav: I think there’s some loose ends in terms of the labels that we’re putting on things. If things are assigned a certain label, how do they then… like, let’s say, like, a failed label? Like, replicate… like, a duplicate found?
101 00:09:37.990 ⇒ 00:09:46.230 Pranav: How do we then, what is, like, the end-to-end cycle for every single type of situation that could happen?
102 00:09:46.460 ⇒ 00:09:53.099 Pranav: So, That’ll be… that’ll exist either in this or in some other work, but…
103 00:09:53.390 ⇒ 00:09:57.840 Pranav: This Andy feedback thing is, like, how we’re going to, like, think of every single small edge case.
104 00:10:00.020 ⇒ 00:10:03.450 Pranav: And then, yeah, this last one is… yeah.
105 00:10:03.670 ⇒ 00:10:07.590 Pranav: Ongoing conversation insight, turning calls into coaching fuel.
106 00:10:07.950 ⇒ 00:10:14.129 Pranav: analysis of every transcript. So, Sam, you and I have been talking about this past week, the week before, just like.
107 00:10:14.440 ⇒ 00:10:24.090 Pranav: How do we look at these small sections of transcripts, and then drive, like, Actionable insights based on that.
108 00:10:24.090 ⇒ 00:10:24.730 Samuel Roberts: Okay. Who knows?
109 00:10:24.730 ⇒ 00:10:31.179 Pranav: So that’s kind of like the HTML doc that you created, right? It’s like, okay, within this queue, and within, like.
110 00:10:31.350 ⇒ 00:10:35.000 Pranav: Within cancellations itself within this queue,
111 00:10:35.150 ⇒ 00:10:42.510 Pranav: what are the numbers looking like, right? So, like, we can give, like, real feedback to each of the trainers.
112 00:10:43.460 ⇒ 00:10:49.530 Pranav: So… Yeah, these are, A few of the different projects,
113 00:10:50.020 ⇒ 00:10:55.880 Pranav: Just gonna… I talked a little bit about, this one to…
114 00:10:55.990 ⇒ 00:10:59.589 Pranav: Yvette? All these other ones, not as much, but…
115 00:11:00.170 ⇒ 00:11:01.970 Pranav: We’ll let y’all know how it goes.
116 00:11:02.710 ⇒ 00:11:04.120 Samuel Roberts: Yeah, sounds good.
117 00:11:05.150 ⇒ 00:11:06.569 Samuel Roberts: Curious to hear their thoughts.
118 00:11:07.610 ⇒ 00:11:14.239 Pranav: Cool, cool, cool. Alright guys, I’m going to prep a little bit for that, but
119 00:11:14.460 ⇒ 00:11:17.540 Pranav: Yeah, if there’s nothing else, then we can wrap up right now.
120 00:11:18.280 ⇒ 00:11:19.060 Samuel Roberts: Sounds good.
121 00:11:19.060 ⇒ 00:11:32.030 Mustafa Raja: Yeah, so quick update from my side is that the scheduler is up, and I was able to deploy the app, and now I’m looking into the, issue that why it’s taking so much.
122 00:11:32.600 ⇒ 00:11:38.910 Mustafa Raja: space. I think I’m a lot closer to, you know, closing it out.
123 00:11:39.050 ⇒ 00:11:44.220 Mustafa Raja: So, I will probably send an update on that by the end of day.
124 00:11:46.650 ⇒ 00:11:47.899 Pranav: Okay, sounds good.
125 00:11:49.170 ⇒ 00:11:56.440 Casie Aviles: One last thing that I want to mention. I know we’ll be scoping this workout probably the next month, right?
126 00:11:58.330 ⇒ 00:12:00.939 Pranav: Yeah, this’ll be for starting in June.
127 00:12:01.240 ⇒ 00:12:09.389 Casie Aviles: Okay, I… I might… yeah, I will be out for, like, a week, for a month from now, so some… sometime in June.
128 00:12:09.800 ⇒ 00:12:12.230 Pranav: Okay, yeah, yeah, that’s… that’s totally fine.
129 00:12:12.230 ⇒ 00:12:12.770 Casie Aviles: Yeah.
130 00:12:12.990 ⇒ 00:12:14.180 Casie Aviles: Yeah, I got swooping.
131 00:12:14.680 ⇒ 00:12:18.049 Samuel Roberts: I got some stuff out of office in June, too, so…
132 00:12:19.890 ⇒ 00:12:22.779 Pranav: Sounds good. Okay, guys, I’m gonna hop, but cool.
133 00:12:23.100 ⇒ 00:12:24.899 Pranav: We’ll talk in a little bit. Alright, see you guys.
134 00:12:24.900 ⇒ 00:12:26.490 Samuel Roberts: Sounds good. Alright, bye.
135 00:12:26.490 ⇒ 00:12:27.220 Casie Aviles: Thank you.
136 00:12:27.430 ⇒ 00:12:28.180 Mustafa Raja: Bye.