OneAI - Pipeline success - weekly meeting

Date: 2025-11-10 | Duration: 47.869998931884766 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 key technical issues, including a corrupted local storage problem that disrupted functionality, with a workaround provided by Amit Ben to Jason O’Neill. Enhancements to the API were approved to include agent name and ID, improving traceability, with Nahuel Cuesta Luengo taking ownership of future modifications. The team also prioritized caregiver call flow deployment, aiming to reduce manual intervention and improve ticket creation reliability. Additionally, the AI assistant Harmony’s categorization capabilities were refined through simplified prompts, while a structured ticketing strategy was established, focusing on maintaining a limited number of broad ticket buckets. Collaborative efforts were emphasized to build internal capabilities and reduce dependency on external support for future adjustments.

Key Points

🔧 Technical Fixes Resolved: Users regain functionality by clearing cookies as corruption was identified; permanent fix is rolling out soon. 📈 API Enhancements Approved: Agent name and ID will be included in API calls, aiding better traceability of actions. 👩‍⚕️ Caregiver Call Flow Deployment: Prioritized caregiver queries for direct support, focusing on minimizing manual intervention during ticket creations. 🤖 Improved AI Categorization: Simplified prompts enable Harmony to better classify caregiver topics, reducing misclassifications and enhancing reliability. 📂 Structured Ticketing Strategy: Initial focus on 4-5 broad ticket buckets ensures consistent AI performance, allowing future expansion. 🤝 Collaborative Approach Encouraged: Ongoing joint sessions will enhance internal capabilities for AI and API management, reducing external dependencies.

Overview

• Technical Fixes Resolved: Users regain functionality by clearing cookies as corruption was identified; permanent fix is rolling out soon.
• API Enhancements Approved: Agent name and ID will be included in API calls, aiding better traceability of actions.
• Caregiver Call Flow Deployment: Prioritized caregiver queries for direct support, focusing on minimizing manual intervention during ticket creations.
• Improved AI Categorization: Simplified prompts enable Harmony to better classify caregiver topics, reducing misclassifications and enhancing reliability.
• Structured Ticketing Strategy: Initial focus on 4-5 broad ticket buckets ensures consistent AI performance, allowing future expansion.
• Collaborative Approach Encouraged: Ongoing joint sessions will enhance internal capabilities for AI and API management, reducing external dependencies.

Action Items

Amit Ben Provide a permanent fix to the local storage/cookie issue causing save errors (13:20) Add feature to chat UI to show collected information per step for easier tracking of AI understanding (27:30) Review the reported problematic caregiver calls and help identify where AI missteps occur, then advise on tuning prompts or parameters (21:30) Assist in configuring AI to read phone numbers digit-by-digit instead of as whole numbers by editing prompt or description content (34:30) Support ongoing education and empowerment of client team to modify flows and API calls themselves (06:30)

Jason O’Neill Share specific Slack links or URLs of problematic calls for direct review and troubleshooting (32:00) Continue testing with focused use of 4-5 ticket buckets to validate AI consistency and reliability before expanding (42:30) Report detailed cases where AI failed to create tickets as expected, including call links and timestamps for troubleshooting (46:50) Document and reframe prompts as needed to simplify and clarify AI understanding per use case (32:50)

Nahuel Cuesta Luengo Take ownership of implementing changes to API calls and dispositions as per instructions provided (04:15) Coordinate with Amit on testing new contact ID download endpoint once it is delivered (08:20)

Daniella Block Capture notes and track support tickets generated by AI during caregiver flows for internal review (28:50)