Daniella's Customer Brain

OneAI - Pipeline success - weekly meeting

3 min read

OneAI - Pipeline success - weekly meeting

Date: 2025-08-18 | Duration: 22.229999542236328 min | Account: pipeline-success

External attendees: bruna.santos@homecare.com, chris.b@pipelinesuccess.com, david@pipelinesuccess.com, ecorrons@homecare.com, jason.o@pipelinesuccess.com, ncuesta@homecare.com

Summary

The meeting addressed several key updates, including the live status of the phone numbers experiment, which is currently processing over 100 contacts with an impressive 83% conversion rate and a 53% answer rate, although performance data remains in the early stages. Nahuel Cuesta Luengo is spearheading updates for the pause status feature, with a focus on removing filler words and enhancing API capabilities for contact updates. Homecare.com is set to deploy Ellie for handling inbound caregiver calls, anticipating a volume of 300-500 calls weekly, and will integrate with Intercom for knowledge support and Twilio for messaging. A separate contract is needed for the inbound support implementation, with Jason O’Neill responsible for providing call scripts and examples. The system will be developed iteratively, beginning with a baseline setup and expanding based on initial performance metrics.

Key Points

📊 Current Experiment Status: The phone numbers experiment shows an 83% conversion rate and 53% answer rate with early performance data. 🔧 Technical Developments: Nahuel Cuesta Luengo is updating the pause status feature and API capabilities for better contact management. 📞 Inbound Support Plans: Homecare.com to deploy Ellie for 300-500 weekly caregiver calls, integrating with Intercom and Twilio. 🗂️ Implementation Requirements: A separate contract is needed for inbound support, with Jason O’Neill tasked to deliver call scripts and documentation. 🔄 Iterative Development: The inbound system will be built iteratively, starting with a baseline and expanding based on metrics.

Overview

  • Phone numbers experiment is live, handling over 100 contacts, currently showing 83% conversion and 53% answer rate; performance data is still early stage.
  • Nahuel Cuesta Luengo is pushing updates for the pause status feature, focusing on removing filler words and API enhancements for contact updates.
  • Homecare.com will deploy Ellie for inbound caregiver calls, expecting 300-500 weekly calls, integrating with Intercom for knowledge-based support and Twilio for messaging.
  • Inbound support implementation requires a separate contract, with Jason O’Neill tasked to provide relevant call scripts and examples immediately.
  • The system for the new inbound use case will be built iteratively, starting with a baseline setup and expanding based on initial performance metrics.

Action Items

Roy Lahav Research feasibility of updating contact phone numbers via API as compound operation (07:39)

Jason O’Neill Provide call scripts, knowledge base URLs, and implementation examples for inbound use case (21:16)

Daniella Block Contact Simon regarding separate contract structure for new inbound use case (21:15) Follow up on outstanding items: remove filler words, check zip code re-ask calls, solution for proxy answering (05:35)

Nahuel Cuesta Luengo Complete testing of pause status code changes with old contact (03:03)

Amit Ben Follow up on phone number update API feasibility via Slack channel (07:48) Set up prototype for inbound customer support agent using Intercom knowledge base (20:39)

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